Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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Great, all in one tool
What do you like best about the product?
Easy way to communicate with customers across all channels.
What do you dislike about the product?
Some critical details that would streamline service are missed and the support team don't always know the best workaround.
What problems is the product solving and how is that benefiting you?
Allowing us to effectively communicate with customers in one place regardless of the method of contact they choose.
Well designed, clean and understandable support platform.
What do you like best about the product?
The possibility to connect externally made plugins and integrations.
Clean and easy interface.
Clean and easy interface.
What do you dislike about the product?
Lack of sorting of attachments in tickets.
Limited functionality of spam prevention and incoming tickets filtering.
Limited functionality of spam prevention and incoming tickets filtering.
What problems is the product solving and how is that benefiting you?
Routing of tickets and trigger functionality improves the reply time on issues.
Extremely robust = learning curve to implement
What do you like best about the product?
Zendesk allows a large team to work together to respond to thousands of customers. It holds so much data and can produce robust reports used by our department and the whole company. It's relatively user-friendly to allow agents to work efficiently.
What do you dislike about the product?
There's just a lot to learn; after about two years of using it, I know we're still underutilizing it. Sometimes, you don't even know what you don't know. It also might not have all the functionalities necessary, which leads to paying for more third-party apps or integrations.
What problems is the product solving and how is that benefiting you?
I think they're working through tying customer data together, which provides more insight and context for the agent. It is a lot of data to consolidate and keep organized, so the efforts towards this customization are helpful.
The UI is really friendly and helps me to complete my day to day task in a very organized way
What do you like best about the product?
The live chat feature and the option to organise my emails in order.
What do you dislike about the product?
It would be more convienant if all the add ons's where free and inclusive of the current package.
What problems is the product solving and how is that benefiting you?
The issue is i wanted to integrate my twitter account and the support has provided the necessary steps to do so
Zendesk offers a variety of tools and ressources to optimize customers' interactions and experience
What do you like best about the product?
After some initial training an admin is able to configure Zendesk to a company's needs. It only requires programming skills for complex set-ups. Lots of apps are available in the marketplace to customize it to your needs.
What do you dislike about the product?
We wanted to integrate several customer service teams in one Zendesk instance. The usage of Zendesk brands helped us to distinguish the workload for each team but we cannot separate requests by brand so that they are invisible to the other teams. We are expecting a more advanced role model for access rights.
What problems is the product solving and how is that benefiting you?
- providing a history of all customer interactions
- replacing a simple email tool
- adding information from CRM systems
- increasing customer service agents' efficiency
- reducing resolution times and backlogs
- replacing a simple email tool
- adding information from CRM systems
- increasing customer service agents' efficiency
- reducing resolution times and backlogs
So far, so good!
What do you like best about the product?
The ease of use, the native functionality and the support pages.
What do you dislike about the product?
There is still room for improvement, especially in Zendesk Sell. Zendesk Sell needs more automation and trigger functionality.
What problems is the product solving and how is that benefiting you?
Communicating with our customers effectively and efficiently. Resolving issues in a faster manner.
Smooth UI, helpful support staff
What do you like best about the product?
The UI is smooth, and the accommodating support staff quickly resolved our issues. We have been exploring the features of the application and have found beneficial use cases of the features.
What do you dislike about the product?
The Reporting system's basic plan is very buggy, and its data is highly unreliable. The graphs should, at least, be editable by way of type (bar graph to line graph, etc.).
What problems is the product solving and how is that benefiting you?
We can track our requests in the form of tickets now. There is proper documentation of issues and requests that are received by the team every day. The SLA management feature is quite helpful.
Great service and useful tool
What do you like best about the product?
The tool is much simpler than other support ticket services I have used. Macros allow me to work faster and more productively.
What do you dislike about the product?
Errors are often unclear and unhelpful. I would rather have more elaborate error messages.
What problems is the product solving and how is that benefiting you?
Zendesk allows my organization to handle a lot of support tickets in an organized manner and macros allow us to do so more quickly.
Adding Services
What do you like best about the product?
Ticketing and ease of use. We have written some custom scripts
What do you dislike about the product?
Adding new services and getting a refund
What problems is the product solving and how is that benefiting you?
ticketing
Support regarding JIRA integration
What do you like best about the product?
The assigned agent was very precise with their replies and was able to share the exact article that resolved the issue at hand. This helps a lot in saving our time by looking for ways and avenues to solve the current issue at hand.
What do you dislike about the product?
The only thing that I disliked about the support experience was that it wasn't instantaneous. The agent was taking a lot of time to reach back which kept the whole process of getting a resolution paused at times.
What problems is the product solving and how is that benefiting you?
Daily day-to-day operations are made very easy wherever and whenever we are stuck at any given point. Along with the article recommendations, the articles themselves are written in a way that there is not too much effort required in terms of understanding the same.
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