Zendesk Suite
ZendeskExternal reviews
6,484 reviews
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Zendesk support is very effective, but has its limitations
What do you like best about the product?
I like that zendesk support has the option of creating triggers, automation, and macros, which makes the agent's life easier, as well as a faster response to our customers. I really like that we can integrate zendesk support with third-party apps and improve the experience, as well as the other platforms linked to the zendesk support as the zendesk explore, chat, guide and talk. Recently we started to use the zendesk sell and its amazing to see the benefits of the integration with zendesk support. One other thing that makes the integrations work even better is the agent workspace, I like that zendesk wants us to offer the best experience to our customers and at the same time to our employees.
What do you dislike about the product?
Zendesk support has a lot of features and some of them are not yet complete, or working perfectly. We would like to do have more conditions for the triggers and automation that would run in less than 1 hour. Not sure if the chat and messaging is something that is inside the zendesk support suite, but we are facing some challenges in that part, especially with the triggers and integrations with zendesk sell.
What problems is the product solving and how is that benefiting you?
Splitspot is a coliving company, and we are trying to use zendesk as our main point of communication with potential leads, landlords, and customers. Zendesk helps us better address their concerns and solve this questions, as well as deal with any kind of emergency.
Has been a very helpful tool. Missing a few features.
What do you like best about the product?
I like the EVENTS feature of Zendesk. It allows me to see the steps taken during the ticket and helps troubleshoot any issues with the triggers. Customer Service loves this tool. It keeps them on their toes and proactive in serving the customer.
What do you dislike about the product?
I'm not too fond of the lack of features in the basic plan. Zendesk wants you to upgrade. I also don't like that you can't upgrade accounts for individual agents. For example, the reporting that an admin would only use. To get better reporting, you have to upgrade your entire account.
What problems is the product solving and how is that benefiting you?
It's solving the lack of data we have within our customer service team. It exposes the areas we need to improve throughout the company by allowing us to see valuable feedback from our customers.
Complete support management tool
What do you like best about the product?
I like managing multiple channels from the same interface: Chat, call, and email.
The UI is user-friendly, with many functionalities allowing the opportunity to learn quickly and increase skills step by step.
The UI is user-friendly, with many functionalities allowing the opportunity to learn quickly and increase skills step by step.
What do you dislike about the product?
It's challenging to manage reports and dashboards on our own.
What problems is the product solving and how is that benefiting you?
It helped me centralize communication channels in one tool and have better visibility of our support team activity.
Great All-in-one CRM Solution
What do you like best about the product?
Zendesk allows companies to support customers on multiple fronts, including email, phone, and even chatbot. Given the nature of B2C businesses, supporting customers through various channels is critical. Zendesk's customer support experience is where they shine brightest, where the team is timely, supportive, and detailed with any small or large support request.
What do you dislike about the product?
There aren't any significant issues, but I would like to see a built-in ticket-routing solution with Zendesk. Currently we are using are third-party marketplace app and are seeing some problems.
What problems is the product solving and how is that benefiting you?
Zendesk solves our biggest problem of servicing our clients to the best of our ability. It integrates various customer support channels into one and allows for the seamless management of each channel in a unified platform.
Its quite good, there is some things to improve but overall it is good.
What do you like best about the product?
Plenty of channels: phone, live chat and e-mail in one place.
What do you dislike about the product?
Sometimes the UI shows old data like the end user's old name, etc., and you have to refresh the page to see the current data.
What problems is the product solving and how is that benefiting you?
We need to get all customer requests and questions in one place.
One of the best CRM software for customer support.
What do you like best about the product?
Zendesk is a one-stop solution to all my CRM needs, including email customer support and calling support; they have it all. The best part I love the most is having the option to customize according to my needs and views.
What do you dislike about the product?
Zendesk doesn't have direct integrations with other enterprise software, which makes me rely on other third-party API integrators. But otherwise, its the best CRM system.
What problems is the product solving and how is that benefiting you?
Zendesk helps me support all my customers with a highly appreciatable TAT score. Their software keeps records of the customer information and the raised tickets, which allows me better service them.
Zendesk helps us keep ticketing in check
What do you like best about the product?
I enjoy how simple and easy it is to use Zendesk, its really easy to train someone around how to use Zendesk support and get our team up and running.
What do you dislike about the product?
As someone who previously used Servicenow as their ticketing system, I wish more customization was possible for Ticket requests and a mobile catalog for users. Filling out forms is outdated; users want to be able to type in keywords to request things and or use Slack to request. However, Zendesk does have a Slack integration, but its capabilities are not very robust and limited. There is also no built-in hardware management within Zendesk. We have to use a third-party tool called Asset Sonar to integrate into Zendesk, which is enormous for Help desks.
What problems is the product solving and how is that benefiting you?
Helps create organized ticket views so we can effectively solve our end user's tickets. Helps me prioritize which keys need support first rather than figuring out which tickets should be actioned on so we can remain with high CSAT scores.
Overall Nice All-in-one Support Platform
What do you like best about the product?
I like how everything our support team needs is in one platform; it makes our work much easier. I especially like how easy it is to set up, manage, and update our Zendesk-powered Help Center.
What do you dislike about the product?
Zendesk can sometimes be buggy and sluggish. The latest interface update is not something my team or I like; while it added a couple of things that help our work, it generally made our work more complicated rather than easier.
What problems is the product solving and how is that benefiting you?
Zendesk is helping my team and I solve users' issues faster. We can access all the information we need within the Zendesk ecosystem, which is very helpful. The new update also has nice features, such as automatic ticket translation.
Wonderful ticketing system with all the features we could ask for.
What do you like best about the product?
ZenDesk supports multiple organizations as well as live chat that our employees can use to get in contact with us and feel like their needs are being immediately met and not have to wait on an email response that makes them feel like they're screaming into the void with no answers.
What do you dislike about the product?
The system could use a little bit better incoming email filtering for our different departments and organizations. We have a US as well as a Canadian branch. Both of those have multiple departments within them that use the ticketing system and the sorting could be done quite a bit better based on that.
What problems is the product solving and how is that benefiting you?
ZenDesk makes supporting our employees needs super simple with all of the features such as chat that can be utilized to keep our customers happy. The quick snappy feel of the interface makes closing multiple tickets very easy and seamless.
Great functionalities
What do you like best about the product?
I appreciate the possibility of searching for macros and info centre content while working on the ticket and the opportunity to watch the history of the client both for tickets and for articles read
What do you dislike about the product?
I don't appreciate the repetition of the messages sent in every reply of the user, it makes it quite difficult to navigate the conversation
What problems is the product solving and how is that benefiting you?
zendesk is definitely solving our multi-brand necessity and improving our customer care assistance
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