Zendesk Suite
ZendeskExternal reviews
6,486 reviews
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Review
What do you like best about the product?
Helpful support and easy to use interface.
What do you dislike about the product?
Cloud tag not updating on a daily basis.
What problems is the product solving and how is that benefiting you?
Had trouble with tags disappearing, but that was resolved when we realized the custom field was associated with a specific tag. So I've updated the custom field with the tag I actually want.
Works for what we need it to do
What do you like best about the product?
The stats are easy to get to and view. Once you log in, everything that you need to get started is right there for your to see.
What do you dislike about the product?
When something needs to be changed in the settings, the steps are very detailed. Customer support only really helps by showing you different articles instead of just letting you know quickly what needs to be done.
What problems is the product solving and how is that benefiting you?
We are able to effectively communicate with our customers through various channels of communication.
Recommendations to others considering the product:
Ask lots of questions when communicating with Zendesk support.
Prepared team that guides you until getting the solution
What do you like best about the product?
Not closing a ticket until the issue is solved.
What do you dislike about the product?
Time to respond after a chat converts into email ticket
What problems is the product solving and how is that benefiting you?
Data & Analytics, Manage account and setting new configurations
Versatility and Reliability
What do you like best about the product?
Zendesk is a reliable ticketing system that we have used for not only managing our emails from our customers but also we have used it as an IT ticketing support system to manage our IT requests. They allow you to configure your domain as you need to fit the needs of the business unit. Using it really makes it a versatile tool. They recently launched a new analytic platform EXPLORE that once you learn how to use it, it becomes a valuable took and a very configurable tool as well
What do you dislike about the product?
Sometimes when you put in a ticket to their support team, it can take them about 48 hrs to respond. By all means, not all the time, but there have been instances where a particular issue takes a bit of time to get some attention. On the flip side, I have had several stellar experiences with their support team.
What problems is the product solving and how is that benefiting you?
We needed a reliable service to handle all of our customer/member emails and a way to report on the work the staff does. Zendesk was a replacement for an antiquated email platform that was just so far out of date, and we were having constant problems and a severe lack of analytics. For a while, we also used Zendesk Support to handle all of our internal IT requests.
Zendesk Support Suite is really Awesome
What do you like best about the product?
Easy configuration, Macros, Fields, Chat and Talk, and other application integration.
What do you dislike about the product?
Almost I'm using Zendesk for a year, I don't find any such.
But one thing on Agents management in terms of Active and Inactive agents validation not possible without API.
But one thing on Agents management in terms of Active and Inactive agents validation not possible without API.
What problems is the product solving and how is that benefiting you?
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Zendesk Support
What do you like best about the product?
The agent is really helpful and knowledgeable.
What do you dislike about the product?
It took a long time before an agent gets to me. The queue was long.
What problems is the product solving and how is that benefiting you?
I asked about how to adjust the size of the dashboard so it doesn't cut off while being sent. I learned that using excel and csv forms are the only solutions.
Recommendations to others considering the product:
Utilize the live chat function!
Support through chat was great
What do you like best about the product?
The chat feature worked great. They were qucik to respond and asnwered my questions promptly.
What do you dislike about the product?
There are no options to call and talk to a represesntative. But I can get used to the chat feature.
What problems is the product solving and how is that benefiting you?
I recently took over as admin of our companies ZenDesk and I needed help adding new employees.
Prompt and helpful!
What do you like best about the product?
Very quick turnaround, even though I was 15th in the queue, I didn't have to wait very long for an answer.
What do you dislike about the product?
It's not super easy to find help articles. I wanted to self-service about my question but couldn't find an answer on my own so I had to use the chat.
What problems is the product solving and how is that benefiting you?
Adding a chat feature to our product, doing ticketed support, and having a self-service help website
Recommendations to others considering the product:
Consider number of people that will be using it on a daily basis
Very different FRTs based on request category
What do you like best about the product?
The rich Knowledge base where you can fidn everything
What do you dislike about the product?
The fact that my tickets may be ignored for a couple of days and I may get a response in a Sales form in a couple of minutes.
What problems is the product solving and how is that benefiting you?
Mostly how to questions about ZD or trubleshooting
great
What do you like best about the product?
Easy to use. User Friendly. GUI is intuitive
What do you dislike about the product?
A limited number of Personal Views that can be displayed
What problems is the product solving and how is that benefiting you?
Almost anything that is related.
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