Zendesk Suite
ZendeskExternal reviews
6,515 reviews
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Powerful Tools
What do you like best about the product?
The greatest strength is the ability to customise, behaviours, automations, views, knowledge centres.
What do you dislike about the product?
Suspended ticket tools, limits on the number of ticket views.
Being able to silo brand settings without having an entire stand alone instance.
Being able to silo brand settings without having an entire stand alone instance.
What problems is the product solving and how is that benefiting you?
Knowledge centres, internal and external.
Providing knowledge and tools for internal staff and our clients to self serve or contact us for assistance.
Providing knowledge and tools for internal staff and our clients to self serve or contact us for assistance.
Seamless customer interaction
What do you like best about the product?
The seamless intergration between email, web forms, social media and the ability to have multiple brands under the one platform. Easy to use interface and the training modules are helpful.
What do you dislike about the product?
Sometimes tickets can be suspended incorrectly by the spam filter but it is often rectified quickly, just need to monitor what has been suspended and what hasn't.
What problems is the product solving and how is that benefiting you?
Zendesk has connected our multiple brands under the one platform which makes it easy to contact customers on multiple platforms and different channels which can be split.
Zendesk allows clients to utilize AWS in all aspects of business.
What do you like best about the product?
Zendesk Support Suite is easy to deploy.
What do you dislike about the product?
Zendesk pricing not very transparent. Existing customer pricing varies from new customers.
What problems is the product solving and how is that benefiting you?
The support suite allows for conversations on all channels.
Exactly what it seems
What do you like best about the product?
Zendesk Support is built with a specific intention and it does it well. I'm impressed with how it keeps up with industry best practices.
What do you dislike about the product?
I wish more reporting metrics were available to call from the APIs.
What problems is the product solving and how is that benefiting you?
It efficiently routes a customer ticket to an agent. The amount of clicks needed for an agent to work a ticket is minimal
Efficient, fast and codeless
What do you like best about the product?
One of the things I like the most is seeing how the Zendesk team is constantly working on improving the tool always focused on what the client wants and what the companies need.
What do you dislike about the product?
The only thing that gives me a bit of work and I wouldn't say I like it very much is the issue of Front-end design and customization since out of the box there are not many options. It is where more effort will be needed when more initial options could be brought out of the box.
What problems is the product solving and how is that benefiting you?
We had multiple tools in the different channels available, making customer service difficult in addition to having information silos. Zendesk allowed us to have an omnichannel tool, having a better experience for our users and agents to solve our clients. In addition to breaking down information silos to have reliable real-time data.
It is a highly customizable platform for client support
What do you like best about the product?
The platform is highly customizable and has put in a lot of effort to improve the platform since we adopted it for client support in 2017. Custom fields, multi language support, custom triggers and automation make it easy to use.
What do you dislike about the product?
The only thing I can think of is, I wish the field creation system was more of a WYSIWYG experience.
What problems is the product solving and how is that benefiting you?
Zendesk support allows us to reach out directly to any clients experiencing difficulty or who have any questions.
ZenDesk Makes HR Requests Manageable
What do you like best about the product?
ZenDesk allows me to prepare for repeat questions. In my line of work I am asked the same things continually. Being able to use the macro feature to perfectly prepare responses makes work far easier and efficient.
What do you dislike about the product?
I often encounter delays in receiving messages when ZenDesk is encountering issues.
What problems is the product solving and how is that benefiting you?
It allows us to respond to questions far faster than using email.
Do yourself a favor!
What do you like best about the product?
Our company has utilized ZENDESK Support Suite for well over 5 years now and we wouldn’t be where we are without it. The ease of use, the ability to stay in contact with our customers whether by email, chat, phone, etc has become intricate to our business and how we operate. Cannot recommend this enough!
What do you dislike about the product?
Support for the back-end is sometimes difficult to reach. They will answer but it was not immediate for our needs. Has not always been an issue but has happened.
What problems is the product solving and how is that benefiting you?
Making it easier to stay in contact with the customer is helping us stay more involved and better equipped to handle any problems that arise. Our volume fluctuates and having the ease of being able to be present with the customer as much as possible helps us continue to grow.
Zendesk is an amazing ticketing system
What do you like best about the product?
I've used a few different ticketing systems in my support journey (Salesforce, spiceworks, team support) and Zendesk is by far the best one yet. We haven't even unlocked it's full potential but it's made our lives in support so much easier. It's incredibly flexible and simple all at the same time.
What do you dislike about the product?
There isn't much I dislike about Zendesk. I've ran into some issues like trying to remove old fields that are irrelevant but doing so would cause our historical data to be incorrect. I do wish there was a way to "retire" or "archive" old fields to remove them from use but not alter the historical data.
What problems is the product solving and how is that benefiting you?
Honestly it's solving so much, mainly simplifying support for Agents. So many ticketing systems have too much noise and can make working tickets really frustrating. Zendesk does not have that issue!
We bought a Lamborghini, but drive it like a Corolla
What do you like best about the product?
At my company, I inherited administration of our Zendesk suite after taking over management of our IT help desk. It was severely unde-utilized, so I reached out to our success manager for tips. Since then, we've made much better use of our system by way out automations, triggers, macros, and more features we had previously never touched. Thank you, Cassie!
What do you dislike about the product?
Some of the customization features feel a bit lacking. We can't sort views by forms alphabetically, or even by some custom order. Only by form ID. I also wish we could limit which ticket forms are available to certain agent groups. We have a lot of forms, but not everyone needs them all.
What problems is the product solving and how is that benefiting you?
centralizing our IT knowledge and documentation into one repository, and giving agents a single place to look for work and responsibilities, not spread across multiple systems.
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