Zendesk Suite
ZendeskExternal reviews
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Great tools
What do you like best about the product?
Zendesk had become a great partner for my daily task in our organization. It is convenient to use and not too technical. This also has a lot of features that are very useful for daily communication.
What do you dislike about the product?
We may need support on how to easily do automation and how to integrate it into other systems or tools that we use every day. I hope that we can easily get access to support team.
What problems is the product solving and how is that benefiting you?
Zendesk provides a lot of options for us to communicate with our customers. To mention a few; phone calls and live chats. We're also able to create notes internally.
Fantastic for small, customer-facing teams
What do you like best about the product?
Easy administration. Voice recordings embedded in tickets. Mobile device support. Okta authentication. Canned dashboards. Stellar training platform. Excellent SMEs working @ Zendesk.
What do you dislike about the product?
Licenses can be costly. Adapting this for ITSM seems like it may be overwhelming. Reporting is a chore with any ticketing tool, so maybe they can incorporate some of that GPT-4 magic and have AI create reports/dashboards for us?
What problems is the product solving and how is that benefiting you?
We moved our agents off our internal VoIP solution and onto ZD Talk. This removed all the hurdles of dealing with the on-prem suite of tools + dealing with 3rd party support. The dashboards also give us great visualizaiton for data pertaining to calls & tickets.
Great Help Desk software
What do you like best about the product?
Best help desk tool to organize, manage and keep all the emails under one place for the same issue
its an internal and external great tool
its an internal and external great tool
What do you dislike about the product?
Not multi tasking, so its takes time
Not very secure
Not very secure
What problems is the product solving and how is that benefiting you?
Tickets from and to customers
Zendesk Support Suite
What do you like best about the product?
Zendesk is user-friendly. It was the very first customer service software that I used and I did not have a hard time navigating. I tried emails and chats, and it was very helpful that it opens a new tab.
What do you dislike about the product?
What I dislike about Zendesk is the interface for the canned responses. Sometimes, it appears disorganized and I couldn't seem to easily find the one I was supposed to use.
What problems is the product solving and how is that benefiting you?
Zendesk is quite helpful in providing excellent customer service when it comes to chats and SMS. The live chat option can be opened in a separate tab and it easy to use.
Easy to Learn and Manage
What do you like best about the product?
Ability to create and easily use response templates. Customer contact management is reasonably straight forward. Integrates well with email so your customers can reply via email.
What do you dislike about the product?
Some of the submit choices could be more intuitive. The search function doesn't seem as powerful as it could be. Doesn't pick up on duplicate contacts very easily.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is solving the problem of customer inquiry management. Many of our customers have a contact within our organization, but at a certain point they 'graduate' to ongoing support, which utilizes Zendesk to communicate with customers and solve their incoming tickets.
A Brilliant CRM and Support Powerhouse With a Wide Range of Usages From Ticketing to Analytics
What do you like best about the product?
There are many great things about Zendesk Support Suite that I used throughout more than one year of my career experience.
Firstly, I like the simplicity of the software design. It is easier to navigate around, including views and groups. Those features are valuable for particular users to navigate around Zendesk Suite.
Secondly, the additional administration features allow users to manage Zendesk Support Suite in more advanced ways, including managing the permissions of particular users.
Thirdly, Zendesk Support Suite has multiple options to utilize integrations and additional features to help locate tickets more efficiently (for my business and operations purposes).
In short, because of its versatility, a powerful design and usability for users of all levels, Zendesk Support Suite makes a "powerhouse" (as the title suggests!)
Firstly, I like the simplicity of the software design. It is easier to navigate around, including views and groups. Those features are valuable for particular users to navigate around Zendesk Suite.
Secondly, the additional administration features allow users to manage Zendesk Support Suite in more advanced ways, including managing the permissions of particular users.
Thirdly, Zendesk Support Suite has multiple options to utilize integrations and additional features to help locate tickets more efficiently (for my business and operations purposes).
In short, because of its versatility, a powerful design and usability for users of all levels, Zendesk Support Suite makes a "powerhouse" (as the title suggests!)
What do you dislike about the product?
Some downsides of Zendesk include limited and complicated features, including:
- Automation rules that are not well explained or well thought out, such as executing triggers set for particular period of time;
- Limited number of search queries that prevents users from locating a particular ticket easily;
- Lack of advanced features, such as Regex (i.e. to easily locate a particular ticket) and limited trigger features that can be improved;
From the tell of the information provided, it is the series of implementation and improvements that should be taken into consideration to make Zendesk better in some areas.
- Automation rules that are not well explained or well thought out, such as executing triggers set for particular period of time;
- Limited number of search queries that prevents users from locating a particular ticket easily;
- Lack of advanced features, such as Regex (i.e. to easily locate a particular ticket) and limited trigger features that can be improved;
From the tell of the information provided, it is the series of implementation and improvements that should be taken into consideration to make Zendesk better in some areas.
What problems is the product solving and how is that benefiting you?
Few instances that Zendesk Support Suite solves include:
- Having to locate conversations for particular subject/topic (i.e. technical issues related to the department of my company);
- Sluggish operational process needed to complete particular tasks, including auto-sending letters and managing particular tickets;
That benefits me and many other members of the organization I am in. Some positive impacts include:
- Efficiently locate and solve tickets;
- Greater ease of use when it comes to solving issues;
- Better access to tickets without much strain;
- Therefore, tickets are solved quickly and smoothly!
- Having to locate conversations for particular subject/topic (i.e. technical issues related to the department of my company);
- Sluggish operational process needed to complete particular tasks, including auto-sending letters and managing particular tickets;
That benefits me and many other members of the organization I am in. Some positive impacts include:
- Efficiently locate and solve tickets;
- Greater ease of use when it comes to solving issues;
- Better access to tickets without much strain;
- Therefore, tickets are solved quickly and smoothly!
Very good Experience with ZenDesk so far!
What do you like best about the product?
Zend Desk is user-friendly and flexible to adapt to your business needs. It is powerful in offering great options to customize things to your requirement. Trigger and Automation are so far the most powerful tool. I also, love the explore Reporting and Analytical tools. Better than all the other services available in the market.
What do you dislike about the product?
Some basic stuff is missing which I am surprised to know that the ZenDesk product team has been working on adding for years. Lookup relationship fields missing from Explore, Not being able to add missing fields to the closed tickets. No Rich text option when you set up notifications through automation, No audit logs or stats are available on the explore for notifications sent through the automation.
What problems is the product solving and how is that benefiting you?
Zendesk Support helped in solving many issues. A few noticeable are helping to edit Email Templates, help in adding post functions in Jira to change adding internal notes in ZenDesk etc.
Know your use case and you'll love it
What do you like best about the product?
Easy to use, intuitive, and you can really build some neat things explicitly customized for your org's setup if you are creative and understand the boundaries of what Zendesk can and cannot do.
What do you dislike about the product?
Sometimes triggers and automation setup did not work as intended. Zendesk Support Suite still cannot take the place of an actual CRM like HubSpot or Salesforce.
What problems is the product solving and how is that benefiting you?
Being able to answer customers efficiently and not having to spend a ton of time understanding how to navigate the system. The Zendesk team did a great job designing the UI and therefore made it easier to train new employees.
Experience and journey with zendesk
What do you like best about the product?
key advantage of Zendesk is its ability to integrate with a wide range of third-party tools and applications.
By integrating Zendesk with other systems, businesses can streamline workflows, automate processes, and improve efficiency. For example, integrating Zendesk with a CRM system can help agents access customer information and history in real-time, while integrating with a marketing automation platform can help businesses send targeted messages and promotions to customers based on their behavior and preferences.
By integrating Zendesk with other systems, businesses can streamline workflows, automate processes, and improve efficiency. For example, integrating Zendesk with a CRM system can help agents access customer information and history in real-time, while integrating with a marketing automation platform can help businesses send targeted messages and promotions to customers based on their behavior and preferences.
What do you dislike about the product?
t makes it all so hard. Getting reports is freaking difficult, and often it doesn't even show accurate reliable data.
You can't integrate it with Slack directly (which it should now) to get notifications of important stuff. Even if I use Zapier, I can't get information in Slack of internal comments in Zendesk.
You can't integrate it with Slack directly (which it should now) to get notifications of important stuff. Even if I use Zapier, I can't get information in Slack of internal comments in Zendesk.
What problems is the product solving and how is that benefiting you?
It provides a centralized platform that allows businesses to track and resolve customer inquiries, issues, and complaints efficiently. Some of the critical problems that Zendesk Integration aims to solve include
Streamlining customer support: With Zendesk Integration, businesses can consolidate customer support requests from various channels into a single platform, making it easier for agents to manage and respond promptly.
Improving response time: Zendesk Integration helps businesses respond to customer inquiries quickly and efficiently, reducing response time and enhancing customer satisfaction.
Streamlining customer support: With Zendesk Integration, businesses can consolidate customer support requests from various channels into a single platform, making it easier for agents to manage and respond promptly.
Improving response time: Zendesk Integration helps businesses respond to customer inquiries quickly and efficiently, reducing response time and enhancing customer satisfaction.
You get what you pay for, but sometimes it's more than you need.
What do you like best about the product?
The user interface is very polished, clean, and intuitive. Best in class. Easy to learn for end users. Plenty of documentation and support.Quick and responsive functioning. In general it was the most polished and mature help desk system.
What do you dislike about the product?
For us, the lack of an integrated asset management system and integration with Google Admon and Jamf Pro at an extra expense was beyond our budgetary restraints.
What problems is the product solving and how is that benefiting you?
It was excellent to use for a ticketing system, with very well-integrated search functionality and easy-to-use and professional-looking knowledge base section that was easy to add on to.
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