Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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Good ticketing system - easy to set up, use and maintain
What do you like best about the product?
- clear UI, nicely listing the tasks for all team members
- customization options (HTML email templates are missing in some competitors)
- helpful support team
- powerful reporting system (highly customizable reports)
- customization options (HTML email templates are missing in some competitors)
- helpful support team
- powerful reporting system (highly customizable reports)
What do you dislike about the product?
I miss being able to conditionally 'style' the tasks on the main ticket view (e.g ticket open for more than x days should be red etc) - you can achieve it with separate ticket views though.
There's no built-in round-robin task distribution method - we had to build it ourselves via API.
There's no built-in round-robin task distribution method - we had to build it ourselves via API.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support to manage the SaaS platform support processes in our company - all customer and internal employee requests are handled with this tool.
The system has proven to be rock-solid and suits our requirements, we were able to set and integrate everything with another tooling we use (e.g. Jira).
The system has proven to be rock-solid and suits our requirements, we were able to set and integrate everything with another tooling we use (e.g. Jira).
Short, Sweet Simple
What do you like best about the product?
The speed of the reply was so fast, even for online chat! While our first issue couldn't be solved, it wasn't an issue. And another work about was found.
What do you dislike about the product?
The chat can seem very scripted - but I think that is a personal taste thing.
What problems is the product solving and how is that benefiting you?
It's bringing a remote team together in a way, while not simple, fully customerisible.
Fast support & request solved on first contact
What do you like best about the product?
Despite the first reply time mentioning a response in 1/2 business days, I was attended pretty immediately and the agent solved my query on the first contact.
What do you dislike about the product?
One of the things I don't like about Zendesk Support agents is the constant follow-up messages sent and sudden closure of the ticket while my issue is still unresolved.
What problems is the product solving and how is that benefiting you?
My company uses Zendesk as the Ticketing Tool where we receive inbound support requests from our users, but also to receive proactive support tickets from our Engineering & Product Team.
Furthermore, we also collect in Zendesk tickets coming from Aircall, Salesforce and Intercom. This is to retrieve and analyse data.
Furthermore, we also collect in Zendesk tickets coming from Aircall, Salesforce and Intercom. This is to retrieve and analyse data.
Very fast to respond
What do you like best about the product?
They were fast to respond, even though it was late in the business day.
What do you dislike about the product?
Nothing, it was very good service. Everything worked well.
What problems is the product solving and how is that benefiting you?
I had an email send question, needed to increase the numbers
good knowledgeable support
What do you like best about the product?
I like the bot on your support site, where I can type in my questions directly, I like the how to knowledge base
What do you dislike about the product?
Some agents are not as knowledgeable as others so a lot depends on the agent who takes your ticket
What problems is the product solving and how is that benefiting you?
helping us look into errors and glitches, and anomalies helping us move our business forward
Support quick, and accurate
What do you like best about the product?
I use Zendesk for our company customer support. We have several hundred users submitting thousands of tickets for things ranging from Technical questions to license renewals. Between triggers and automaton, we are able to handle this traffic with a core staff of 5 people - and only that many due to specialization within our product line.
We also use the API interfaces to Replicon, Jira, and Salesforce to keep other groups in the company informed on customer issues.
We also use the API interfaces to Replicon, Jira, and Salesforce to keep other groups in the company informed on customer issues.
What do you dislike about the product?
The configuration of some features related to integrations is challenging to understand. Still, I believe this is more to the APIs used for the integrations rather than the Zendesk functions calling the API.
I wish there was an option to alter the default number of days a ticket can be closed before it is archived (preventing it from being reopened. We would have a different number of days depending on the product or issue queue the ticket is in.
I wish there was an option to alter the default number of days a ticket can be closed before it is archived (preventing it from being reopened. We would have a different number of days depending on the product or issue queue the ticket is in.
What problems is the product solving and how is that benefiting you?
Customer Support, end user management, issue tracking. The ability to have the customer choose the method of reaching us, and the ability to review old cases is a huge plus.
Integrating with HubSpot
What do you like best about the product?
Support team will communicate by the chat window or email. adds convenience
What do you dislike about the product?
Would help if Zendesk Support was more knowledgeable about 3rd party API's. They're promoted on the Zendesk site but reply is often "Contact the 3rd party"
What problems is the product solving and how is that benefiting you?
Integrating with HubSpot
The best tool for automating and scaling support
What do you like best about the product?
Well-built API along with the ability to build in customs objects, to further enhance what our triggers and automation can do. The Dev team is constantly pushing the boundaries in working with other top-tier SAAS apps (zoom,slack).
What do you dislike about the product?
Slow support messaging times. Zendesk is easy to start but when you need help it can take a while to hear back from support.
Zendesk is not focusing on its Guide and Gather products right now. If you need a top-notch community with modern features then find a team that can integrate.
Zendesk is not focusing on its Guide and Gather products right now. If you need a top-notch community with modern features then find a team that can integrate.
What problems is the product solving and how is that benefiting you?
Conversational support is the next step in modern 21st-century support. Being able to work with customers on any channel they want is a must-have to keep engagement high.
The experience was good
What do you like best about the product?
The best aspect of the Zendesk Support Suite is the multiple channels through which you can gain support.
What do you dislike about the product?
The lack of options to call and speak to support
What problems is the product solving and how is that benefiting you?
Its supporting our growing customer base
happy
What do you like best about the product?
im a big fan of the use of use, the training resources provided and the ability to build yourself. I like the multi channel approach, and love the ability to customise the help centre
What do you dislike about the product?
some of the help desk articles are out of date and confusing. the chat bot is not good enough, this is big gap that zendesk needs to prioritise. A conversational, AI driven chatbot would complete the offreing
What problems is the product solving and how is that benefiting you?
triaging queries and allowing users to self serve via the chat widget and help centre reduces traffic, allowing the team to focus on more complex issues. Multi chanels give usres lots of options
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