Zendesk Suite
ZendeskExternal reviews
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Zendesk review
What do you like best about the product?
This is a great customer support software. The flexibility and scaling to meet the needs of larger and smaller companies is great
What do you dislike about the product?
I don’t like the user interface as it was a little too simple and not enough options on screen
What problems is the product solving and how is that benefiting you?
We used this for our support and live chat for IT
Creating Tickets from Intercom
What do you like best about the product?
The interface is easy to use. Tickets are easily tracked and communication is seamless.
What do you dislike about the product?
Reporting is challenging. It shouldn't be so hard.
What problems is the product solving and how is that benefiting you?
Creating support tickets from Intercom to track items to completion.
It's Almost There
What do you like best about the product?
I like that i can document all of my interactions and add a variety of tags for future searches and analysis.
What do you dislike about the product?
I wish I could search by an established tag. Right now if I type the name of a procedure location, the results include any instance where any of the words appear. Way too many results to sift through.
What problems is the product solving and how is that benefiting you?
We are documenting the results of outbound calls during specific campaigns. We can add a tag to help sort later. This has helped with decision making and future training opportunities.
Recommendations to others considering the product:
Don't create too many tags. There is a tendency to over label, but sometimes more is just more, not better.
Works fine for the most part
What do you like best about the product?
I can get tickets submitted pretty quickly.
What do you dislike about the product?
As a light agent it's not always easy to keep a handle on your customers' tickets when you have a lot of accounts. Also the app is not that intuitive; the features are quite limited. You can't consistently copy and paste a screenshot or image into a ticket. It's annoying to have to save and attach
What problems is the product solving and how is that benefiting you?
We have a community and use it for customer facing help Desk tickets and PCRs
Recommendations to others considering the product:
None
User of help desk
What do you like best about the product?
This tool is very user friendly which is hard to come by sometimes
What do you dislike about the product?
I can not say i dislike anything. I can navigate it easily
What problems is the product solving and how is that benefiting you?
I am solving an issues we encounter at work with consumers
Effective when it works
What do you like best about the product?
I love that I can use zendesk to answer tickets, leave notes for future agents, as well as make calls to clients as needed.
What do you dislike about the product?
Zendesk customer support isn't ideal. The application also malfunctions at seriously inconvenient times for lengthy periods.
What problems is the product solving and how is that benefiting you?
I use ZenDesk as a 1099 customer service agent answering email and social media inquiries.
Recommendations to others considering the product:
This system works great for small to medium scale customer service projects.
Zen desk review
What do you like best about the product?
Maintaining history is easy. Searching is easy using various filters.
What do you dislike about the product?
Wish I could pull various reports using this app. The reporting feature is limited.
What problems is the product solving and how is that benefiting you?
Client support tickets
Probably the best tool on the market but much left to be desired.
What do you like best about the product?
It's flexible, extensible, and probably the best enterprise solution out there.
What do you dislike about the product?
Filtering of spam emails. There help support bot needs work surfacing the correct answers to questions asked by prospects and customers. When sales dept forwards an email into support because its a support related customer question the email sender is disconnected from an account and references the Sales rep as the inbound sender. It just messes up email to account tracking and it's extra busy work to fix. I would be willing to try a different tool if it met our needs and I was easy to setup.
What problems is the product solving and how is that benefiting you?
Centralizes support requests, for the most part.
Recommendations to others considering the product:
Take into consideration developer resources. The tool is more powerful if an engineer can build things to customize your reps workflow.
Feedback
What do you like best about the product?
Ovarall thr software is use. It has sufficient integrations
What do you dislike about the product?
It is not just lack of automation but long term awareness
What problems is the product solving and how is that benefiting you?
Customer resolution
Easy way to track issues
What do you like best about the product?
Easy way to keep track and tag tickets. Easy enough to search past tickets, and great way to help make data driven business decisions based on customer contact.
What do you dislike about the product?
Analytics/reporting could use major work. The fact that you cannot forward a ticket to an email address without jumping through hoops is truly baffling.
What problems is the product solving and how is that benefiting you?
Tracking support tickets in a manageable manner.
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