Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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Zen desk works. Good product for the money.
What do you like best about the product?
Cost and ease of use.
Support is helpful.
Product has been around for a long time. So it's easy to find guides to do just about anything.
Support is helpful.
Product has been around for a long time. So it's easy to find guides to do just about anything.
What do you dislike about the product?
Maybe the UI is a little old looking but who cares about that.
What problems is the product solving and how is that benefiting you?
Support tracking of issues.
Customer service issues.
Customer service issues.
The agent was very responsive, understood my issue, and the suggestions were exactly what I needed
What do you like best about the product?
Response time. It was quick, and accura
What do you dislike about the product?
Support good, software where I was confused
What problems is the product solving and how is that benefiting you?
I could not find something in the software. Support taught me where to find it. Helped me to update an important part of my profile that was preventing me from working.
Solid fundamentals; needs new features
What do you like best about the product?
Zendesk's features are all intuitive and easy to use. I enjoyed being able to rapidly transition my team to entirely using Zendesk for Customer Support and self-service
What do you dislike about the product?
I disliked that when my agents across differing time zones experienced similar spotty connections in Talk calls, it was difficult to troubleshoot and ultimately relay reports of bad connections to the appropriate team -- too much pushback from ZD support when reporting these issues.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite provides us the ability to connect all of brands in one workspace, to automate many actions through macros, and to give us granular control over reporting and analytics.
Informative and helpful
What do you like best about the product?
Having access to articles for support and being able to chat to a human with interactive responses quite and easily. Every encounter thus far has been a pleasure to speak with them.
What do you dislike about the product?
Not having an option to email transcripts. A simple function which their built in messaging system allows. This would be handy to keep notes on conversations for future reference.
What problems is the product solving and how is that benefiting you?
Asking a question about omnichannel. Need to know the finer details before turning on so we do not mess up our current routing. More recently about malicious attachments, an informati ve answer and reference link was provided.
Flexible, easy to use support suite
What do you like best about the product?
Easy to configure support suite, with a great agent message editing experience (with some improvements required). Triggers and automations help us make changes to tickets based on business rules, and integration with other services lets us get feedback from our customers about how well we're doing.
What do you dislike about the product?
Emoji support is pretty weak, with some strange behaviour since a recent update to the editor experience. Zendesk Explore is a little difficult to understand, but once configured it does help to get insight into your support tickets. It would be great if there was better support for customer reporting, such as to generate reports by organisation of recent tickets, resolution times etc.
What problems is the product solving and how is that benefiting you?
We are a small support team and Zendesk helps us manage tickets from many more customers than we could handle using email alone. Our best feedback from customers is around our support team, and Zendesk certainly helps achieve such good results.
Great for connecting different channels for customer support
What do you like best about the product?
How requests from different media channels can be unified in one single support tool.
What do you dislike about the product?
The system is a bit locked in for specialized customizations.
What problems is the product solving and how is that benefiting you?
It gives a great overview of which requests you need to focus on.
All-in Customer Support Platform
What do you like best about the product?
I like that Zendesk Support Suite has different functions and automation that can help a customer support task become more efficient, and I really like the option to create custom fields so we can capture many types of information from our customers.
What do you dislike about the product?
While easy to use, I think Zendesk interface looks outdated and sometimes not intuitive to use. I think it can be improved by creating more color codes fields. I also think that the dynamic content based functions are not really working smoothly, it can be improved.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has everything that is needed to provide excellent customer service for a business. It helps us not only answering users queries in efficient manners, but I especially like the analytics tools that Zendesk has so we can run data analysis and improve not only the CS but also the product.
Fast and Simple CS App
What do you like best about the product?
The easy of use
Everything is fast
Changes get updated in an instant.
Everything is fast
Changes get updated in an instant.
What do you dislike about the product?
Limited to CS only.
Engineering & Backend teams are hesitant in using it.
Engineering & Backend teams are hesitant in using it.
What problems is the product solving and how is that benefiting you?
Simple case of auto ticketing.
Report Creation
Stats
Csat for CS
Report Creation
Stats
Csat for CS
Fast support and solution provided by Joseph James Sanders
What do you like best about the product?
Very fast responses by the support team.
What do you dislike about the product?
Our Account Manager - Piyush Vats. No replies, or action when we request for help. Still pending a reply from him after MANY emails sent over 4 weeks.
What problems is the product solving and how is that benefiting you?
Managing staff performance while working remotely.
Who knew agents needed a default language assigned.
What do you like best about the product?
We only use the email function as a base support service, but it works wonders
I love the ability to forward emails from an address and the sender gets the ticket created notification.
The price is just right for a very basic setup.
I love the ability to forward emails from an address and the sender gets the ticket created notification.
The price is just right for a very basic setup.
What do you dislike about the product?
I need to write 40 characters in here to pass the verification thingy.
There's nothing that I don't like about ZD. It just does what it should.
For the use that we have, I can't think of any improvements to be made.
There's nothing that I don't like about ZD. It just does what it should.
For the use that we have, I can't think of any improvements to be made.
What problems is the product solving and how is that benefiting you?
capturing tickets for a helpdesk system. increases visibility across the group and the agents can see how many tickets are in each others queues.
Business performance has been increased, and a visibliity level for manager too.
Business performance has been increased, and a visibliity level for manager too.
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