Zendesk Suite
ZendeskExternal reviews
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Zendesk is a work horse, once built out it is a dream to organize tickets
What do you like best about the product?
Tags and integrations are a favorite the internal chat feature
What do you dislike about the product?
Knowledge base could be easier to navigate
What problems is the product solving and how is that benefiting you?
The ticketing system makes it easy to keep our guest reservations and requests are kept in order
Review for zendesk
What do you like best about the product?
Zendesk is good tool, very much customer centric.
What do you dislike about the product?
No reason to dislike all good with Zendesk tool.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite solving my issues properly and benefiting you.
It's a great system
What do you like best about the product?
It's user friendly and fast (no laggy load times). The automations are great if you have the Teams version.
What do you dislike about the product?
You cannot easily forward emails to people outside of Zendesk. It needs a forwarding feature..
What problems is the product solving and how is that benefiting you?
It allows us to keep correspondence in one place with easy reference to ticket numbers, which makes going back and finding conversations very easy.
Easy to use. Require very little training
What do you like best about the product?
Ease of use.
Greate knowledge base.
Support team is very responsive
Greate knowledge base.
Support team is very responsive
What do you dislike about the product?
Very restricted in the basic package. Very minimal in the offering.
Things that I come to expect as basic are not suggested - like configuring reports, etc....
Things that I come to expect as basic are not suggested - like configuring reports, etc....
What problems is the product solving and how is that benefiting you?
Very friendly out of the box customer support
It offers a lot of options to tailor the tool to your teams needs.
What do you like best about the product?
There are a lot of options for automations to make the support agents' lives easier. We have a complex team structure and processes and can still accommodate them. Most of the time the product is intuitive to use. The documentation is extensive and helpful.
What do you dislike about the product?
Sometimes small feature requests, that seem they should be standard in the product, take forever to be implemented or are never implemented at all. It has happened a couple of times that I was looking to do something and found a feature request from 2017 and it's still not there, even though there are lots of people who are asking for it.
What problems is the product solving and how is that benefiting you?
Our support team is spread across the globe, we have customers in different time zones and some of them need special treatment. Using triggers, groups, views and multiple SLAs and schedules helps us proving the excellent and timely support.
We have partnered with Zendesk for years for good reason!
What do you like best about the product?
What I like best about Zendesk is how powerful of a tool it is and how much control it provides the user.
We utilize a lot of the triggers, automation, and integrations that Zendesk has to offer. The benefit of using Zendesk is that it is also recognized by a vast majority of other software out there, so it is easy to integrate with them.
We utilize a lot of the triggers, automation, and integrations that Zendesk has to offer. The benefit of using Zendesk is that it is also recognized by a vast majority of other software out there, so it is easy to integrate with them.
What do you dislike about the product?
A majority of things in Zendesk work, but the thing I dislike is how in some parts of the reporting system it can be hard to work with tens of thousands of tickets.
What problems is the product solving and how is that benefiting you?
Zendesk solves the problem of us needing a chat, phone, and ticket system by providing it in an all-in-one platform. Additionally, it has a great way of collecting data amongst the channels and helps us make data-driven decisions.
The only issue that keeps it from highest score is that its not in danish
What do you like best about the product?
that our agents have the support app on there iPhones
What do you dislike about the product?
some dont speak english so missing that all was in danish
What problems is the product solving and how is that benefiting you?
it keeps track of all our agents daily repair jobs
New to Zendesk but it is a very powerful tool
What do you like best about the product?
The ease of ticket creation and customizability to any ticketing system. Our agents use this to assign our tickets with ease based on competency and the fact that Zendesk has an ability to change ticket statuses automatically based on client's response is really good
What do you dislike about the product?
Some things that I would like to see improvements on:-
1. Search functionality in views
2. Bulk deletion of Organizations
3. Ability of contributors to see new tickets since our account managers are added as contributors and they should be able to see new tickets that are raised for their clients
1. Search functionality in views
2. Bulk deletion of Organizations
3. Ability of contributors to see new tickets since our account managers are added as contributors and they should be able to see new tickets that are raised for their clients
What problems is the product solving and how is that benefiting you?
Zendesk has helped our customer success team to interact directly with clients hence saving time for Account Managers to do what they do best, build businesses. Too soon to say if the performance has increased since we were used to Trello but I feel we are headed in the right direction
EXTREMELY HELPFUL
What do you like best about the product?
Every time I have reached out for assistance, I receive it in a timely and super helpful fashion
What do you dislike about the product?
I think that the live talk could have been better
What problems is the product solving and how is that benefiting you?
IVR support and dashboard assistance
Great CRM so far
What do you like best about the product?
Flexible and low code. A bunch of triggers and automation are available to admins without involving the engineering team. Keeps all your support interactions nicely organized in one place
What do you dislike about the product?
Can't create a proper nice company signature like you'd have on gmail for example. The is no designated account manager for Support suite - can feel a bit lost especially during set-up
What problems is the product solving and how is that benefiting you?
Been using different providers for email, chat and phone - now it's all in one place. Easy automation. Good reporting and self-serve options for our customers.
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