Zendesk Suite
ZendeskExternal reviews
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Good ticketing platform
What do you like best about the product?
It's good that there are no ticket limits. I like that I can configure the views and add properties
What do you dislike about the product?
I don't particularly appreciate that the UI of the views is not customizable.
I would like to have more agent roles (Owner, Admin, Agent)
I would like to have more agent roles (Owner, Admin, Agent)
What problems is the product solving and how is that benefiting you?
Analyzing, order and efficiency on the support team
Awesome automation of work!
What do you like best about the product?
Automation, personalization, reports, shorten the response time to the task, better analyst
What do you dislike about the product?
The system could be more intuitive to use
What problems is the product solving and how is that benefiting you?
Zendesk helps with the day-to-day handling of customer error tickets.
Highly Recommend
What do you like best about the product?
Integrations with 3rd party apps such as Slack and O365. I like the metrics dashboard as well and it is easily customizable to view the metrics you are interested in
What do you dislike about the product?
Would like to see more features on the slack integration such as the use of customizable forms to report incidents via slack and the ability for users to upload attachments
What problems is the product solving and how is that benefiting you?
Reporting, managing and tracking incidents in our organization is a lot easier because of Zendesk
A vast ocean of possibilities and capabilities
What do you like best about the product?
App integration, UX, responsiveness and easy to follow chains between agents and users of the software that we support. Internal notes are also really useful, as well as Macros.
What do you dislike about the product?
Redirects are not very good and SSO needs work. Often have to create Private windows and use different browsers because the SSO does not redirect to the correct places.
What problems is the product solving and how is that benefiting you?
It's solving the problem of being able to provide efficient and detailed support, whilst also keeping customers happy. This is benefitting us because our customers are happier at getting a faster response.
We bought it instantly.
What do you like best about the product?
We needed an answer to our overloaded support distro, and zendesk was clearly the answer. Our emails are no longer cluttered since we've gone ahead and purchased it.
setup was simple, great UI, ticket system is wonderful, it really was exactly what my team was looking for
setup was simple, great UI, ticket system is wonderful, it really was exactly what my team was looking for
What do you dislike about the product?
Having to mask the @zendesk at the end of the domain was a bit tricky, but not impossible. The price while not awful, wasn't exactly the cheapest thing, but it was still worth.
Wish we had more lisences.
Wish we had more lisences.
What problems is the product solving and how is that benefiting you?
Our support email was getting overloaded and hard to keep track of. Emails were getting forgotten due to the increase of them. Zendesk's ticket system completely fixed that and now organizes it for us, making sure that we don't miss any emails.
Great system but needs more step by step videos for set up of system processes
What do you like best about the product?
The extra features we can avail of with the suite package.
What do you dislike about the product?
The difficulty in setting up the systems for a person with no Zendesk or IT knowledge.
What problems is the product solving and how is that benefiting you?
Solving the need to assign tickets to agents - This is automatic and cuts down on supervisors' task load.
Great tool for ticketing system
What do you like best about the product?
It has lots of features and capabilities that help with communication with customers.
What do you dislike about the product?
Slowness may be experienced as it consumes a lot of memory when used.
What problems is the product solving and how is that benefiting you?
Organizing and tracking of support interaction with customers
Zendesk is very easy to use and beginner friendly
What do you like best about the product?
The way we can create macros and easily insert them
What do you dislike about the product?
Deleting tickets permanently shouldn't be an option in my opinion
What problems is the product solving and how is that benefiting you?
crowd control and auto sorting emails by severity level
Supportive Experience
What do you like best about the product?
help center and chat help are resourceful
What do you dislike about the product?
wish I could have more live chat assistance in real time
What problems is the product solving and how is that benefiting you?
Technical log in issues and reporting/analytics questions
Great product, some downfall.
What do you like best about the product?
The most helpful is the assigning and routing tools within Zendesk.
What do you dislike about the product?
The way messages are dispatched through to outlook-type programs needs to be improved. Our company's internal email system is still Outlook, with the exception of our Customer Service department which uses Zendesk so when CS sends an email to a distribution list AND a specific user within the distribution list, it sends a duplicate email. I completely understand the reasoning behind this since ZD doesn't know the distribution already contains that single email address but it is still a complaint from other internal staff within our company.
Another improvement is to allow "to" and "cc" as part of the macro function. It would make sending/starting an email much easier, which may broaden your customer base.
Another improvement is to allow "to" and "cc" as part of the macro function. It would make sending/starting an email much easier, which may broaden your customer base.
What problems is the product solving and how is that benefiting you?
Assigning a large volume of emails to specific individuals.
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