Zendesk Suite
ZendeskExternal reviews
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View from a Fintech Customer Support Manager
What do you like best about the product?
the best aspect to me about ZD's Support Suite is the capability of having all active agent channels in one software for better communication transparency & organization of customers interactions
What do you dislike about the product?
I just came back to using ZD after my first usage starting in 2012 & it seems to me that with the additional features, there's a lot more bugs that can be problematic
What problems is the product solving and how is that benefiting you?
it solves the headache of organizing day to day service interactions with our customers since it does this for us automatically being the one CRM we use to communicate with all customers
Intuitition built in one application
What do you like best about the product?
Everything channel of communication is centralized and easy to access in order for staff and managers to get together and answer help tickets in the best way.
What do you dislike about the product?
There is a small learning curve in order to adjust the admin settings to best suit your team but it is a small learning curve.
What problems is the product solving and how is that benefiting you?
It is organizing all of my tickets into manageable piles of work
A robust and easy to use Ticket Management System
What do you like best about the product?
It allows to create a handful of business rules that allow a seamless experience to the agents and at the end of the day to the customer we serve as a software company.
What do you dislike about the product?
At the moment, I would like many features that are offered via third-party applications, to be developed natively; this would allow a simpler configuration fo the tool.
What problems is the product solving and how is that benefiting you?
It allows the company to serve our customer base when they have technical support inquiries and streamlines all the internal processes that guarantee effective and quality response interactions.
An excellent suite for Enterprise or small business use
What do you like best about the product?
I really like that I can split up my departments by "Brands". This helped in adoption of the product as it gave my users ownership of their specific areas. The knowledge base functionality is key and a great feature as well. Besides an IT knowledgebase I have other brands that are working on their own knowledgebase articles. The ease of use makes it possible to grow user education in a meaningful manner.
What do you dislike about the product?
I would say the admin panel is a bit to get up to speed on. I had issues finding areas or knowing just what I needed to do to accomplish a task. The product does a lot and if you have any issues contact support or you'll be missing out on features.
What problems is the product solving and how is that benefiting you?
My users can submit tickets for technical issues they are having as well as Facility issues, Quality issues and so on for the other departments. We are able to track issues and trends and come up with solutions as needed.
Love Zendesk. Taking automation and organizing to the next level!
What do you like best about the product?
How you can have a team stay updated on every update that comes in and how it integrates with Zapier
What do you dislike about the product?
Honestly can not think of anything else right now
What problems is the product solving and how is that benefiting you?
We have all the updates come into our support email that multiple people can view and then we have it make a task in basecamp through zapier.
Perfect for Customer Success Team
What do you like best about the product?
The ability to quickly respond and update customes regarding the status on their ticket. Super fast and easy to do.
What do you dislike about the product?
Nothing sticks out, but we don't use the Talk Feature as it was a little confusing.
What problems is the product solving and how is that benefiting you?
It is solving the ability for us to not have to host our own Knowledage base. As a small start up, it made sense for us to use a third part to host support docuemntation.
Zendesk helps us efficiently manage our customers' support requests.
What do you like best about the product?
Zendesk helps our team manage inbound customer requests. These requests can be simple questions about the product (usability, technical questions), errors/issues, billing, etc. The tickets are easy to manage in the Zendesk interface, which helps ensure that all customers receive a response in a timely manner. We are able to triage the ticket according to the request and get it to the correct person or team to review and respond.
What do you dislike about the product?
Many suspected spam tickets are suspended, which is great; however, I would like to have more control over what gets suspended vs not. There are tickets that are suspended that I would prefer to not be held and others that I would always want to be deleted instead of being suspended or created as a new ticket. Having the ability to set rules and filters based on the subject or content of an email would be great.
What problems is the product solving and how is that benefiting you?
Zendesk allows our customers to self-help due to the knowledge base, but also allows them to submit a ticket if additional assistance or support is needed. Once a ticket has been submitted, it's easy to manage and respond. This helps us gain efficiency while improving the overall customer experience.
Great Tool for customer service
What do you like best about the product?
I love the use of macros for my team. We have typed up responses that we can use for our most frequent situations. My team can quickly select the macro and I know we are all on the same page for important information needing to be passed to the customer.
What do you dislike about the product?
I don't really have anything I dislike about Zendesk. What I would love though is some short of keyboard shortcut that would allow us to access our list of macros quickly.
What problems is the product solving and how is that benefiting you?
All of our customers reach out through Zendeks for help with their orders, questions about products, help with installation, questions about new products and just general knowledge. Zendesk gives us the tools to quickly assist and follow up if needed.
Great Helpdesk Solution
What do you like best about the product?
Setup is intuitive. With assistance from Zendesk team we were able to stand up our instance fast and efficiently. Zendesk documentation is outstanding as well. You can always find a good reference for anything that you are trying to do. System is also very easy to navigate for teh Agent as well as the customer!
What do you dislike about the product?
For teh most part, Zendesk has been great. We have run into a few quirks during setup but were able to engage teh Zendesk support team to come up with some work-arounds.
What problems is the product solving and how is that benefiting you?
Without question, Zendesk has solved our issues with transparency around ticket status, and communication with our end users. The ticket flow is also much improved amoung the Agents. We had been using Request Tracker for years and got mostly complaints from our end users, not to mention it was horrible on the agent side.
Good tool for complete CS workspace
What do you like best about the product?
The ease of use. It's always been very intuative so with some poking around you can figure things out on your own. Or easily learn from their Zendesk U.
What do you dislike about the product?
That the support isn't live anymore. It's always via email. Many times issues are best resolved with a conversation with someone live.
What problems is the product solving and how is that benefiting you?
With the inclusion of AI and automations it is helping us keep a small team while not affecting our customer experience.
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