Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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A robust tool but not super user friendly
What do you like best about the product?
I like having light agents creating groups and organizations as well as the knowledge base/help center
What do you dislike about the product?
I don't like moving from admin center to guide to tickets, I wish I could assign tickets to light agents, I wish your default views were more intuitive and easy to see/change, There should be more templates to choose from for articles, getting specific help is a bit hard/time consuming and I want to integrate others apps and it's all overwhelming for a new customer. The training guides don't start or include the specific things I need as customer service my focus is my own customers, not my organization as a customer to zendesk, but most articles are written for developers at such a high level and there is SO much text it's too much to read and digest easily
What problems is the product solving and how is that benefiting you?
It is better than HelpDesk which were using before and has an actual app that works and the whole end to end customer support we can provide now is SO much better! And your sales persom was very responsive and helpful, unlike Freshdesk who we also got quoted. That is ultimately why we went with Zendesk, is the customer support for us.
I've enjoyed using zendesk over the last 3+ years
What do you like best about the product?
The usability day-to-day is pretty good. Easy tool to work out of. It's not very hard to train people in this tool to get them up and running and being able to take tickets.
What do you dislike about the product?
Some of the usability in the admin center could be better. When making changes to customization, it is commonly tedious and requires loads of clicks to make the changes (adjusting fields and forms, updating triggers/macros, etc). Additionally, creating help center articles should be easier. An import tool would be a big help here. Our team will create articles in a tool like google docs so that we can quickly collaborate and get the articles created. Then, the builder that is used in the Zendesk help center is tedious to recreate these articles in the help center. An import mechanism would be great. Also, there's a feature request with a lot of people in agreement that in the new agent workspace, Zendesk NEEDS to go back to having the ticket title on the tab for that ticket instead of the title of the requester.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to have multiple, configurable channels for receiving questions/feedback/messages/bug reports from our customers. As our business evolves, we can update the channels that are being used to better serve our customers and be more available to them. It's also allowing us to track trends based on custom fields we have on our tickets. This then allows us to report on those fields and have actionable takeaways from our Support tickets.
Its very user friendly
What do you like best about the product?
Everything is organized., Interfaraince has to more eiiective.
What do you dislike about the product?
Interference has to be more handy, We are not able to send the attachment on live chat/WhatsApp.
What problems is the product solving and how is that benefiting you?
I am not able to see my unsolved tickets option on lift hand side.
Very good thus far
What do you like best about the product?
The general system is clear and easy to understand
What do you dislike about the product?
There could be more customisability for support
What problems is the product solving and how is that benefiting you?
It is enabling our company to provide smooth and easy customer support
An Amazing CRM Tool compacting dozens of features all in one place
What do you like best about the product?
How easy it is to organize and manage incoming tickets from all channels and the ability to set intelligent triggers that will quickly identify the type of ticket, whether its an issue , quire ...etc
What do you dislike about the product?
The fact is that when an update hits, they sometimes change the way how a particular function gets executed, so we need to get used to the new method.
What problems is the product solving and how is that benefiting you?
Organization, before zendesk, we used to rely on multiple apps to meet our demands like a dedicated ticketing system and a dedicated live chat system, but with zendesk you get all of that and more in one place
MARY STEW ZENDESK REVIEW
What do you like best about the product?
Easy viewing system to assign tickets and alter system when tickets need to be completed. I also love that you can customize the view to make it more specific to your viewing needs in order to solve tickets faster.
What do you dislike about the product?
I wish it was a bit easier to catagorize the types of tickets and have them auto-populate to certain assignees based off of who is requesting them and /or the content!
What problems is the product solving and how is that benefiting you?
It is solving the problem we had previously where all of our consultants (we are a staffing firm) wereusing our personal inboxes for correspondance. This has allieviated that lift.
Simple to use support system and access to custom analytics reports
What do you like best about the product?
Triggers and automations make it simpler to streamline the support process. Analytics assists with a more focused approach to the support we provide.
What do you dislike about the product?
It is not possible to see all views at once - if you have a team with many agents, it becomes difficult to keep track of where everyone is with a single glance. --- This has been resolved and it makes it much simpler to see an overview of all queues. Well done!
What problems is the product solving and how is that benefiting you?
By being able to create custom reports and dashboard, I am able to take a better general approach to the individual, the team, and the product we support. Being able to schedule these for delivery, helps me manage my time.
One of the best ticketing system
What do you like best about the product?
- Easy to configure and implement
- Easy to Administrate
- Easy to use as an Agent
- Easy to Administrate
- Easy to use as an Agent
What do you dislike about the product?
Several basic functionalities are missing, and we have to use third-party extensions or applications to achieve our goals.
What problems is the product solving and how is that benefiting you?
- Manage better the incoming requests
- Define and Work with SLAs
- Define and Work with SLAs
Very helpful
What do you like best about the product?
Its personable and very helpful. I never felt like I was talking to a bot. Kimberleen was super nice!
What do you dislike about the product?
It took a bit too long to get a response every time I gave an update. I know things take a while to handle, as I also do consumer care, but the issue could've been checked on their end and fixed within around 10 minutes. There was a whole week where my team were missing out on extra productivity due to my issue.
What problems is the product solving and how is that benefiting you?
I had an issue where I couldn't see consumer chats or interact with them. This issue held back my team's performance and productivity as we had less personnel to answer the incoming chats.
Zendesk in very user friendly app and also easily track the inflow of your tickets
What do you like best about the product?
User friendly and easy to create shortcut responses.
What do you dislike about the product?
it does not automatically highlight if there are multiple tickets created by same user
What problems is the product solving and how is that benefiting you?
Customer queries and it has been very useful for our organization
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