Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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The UI is easy to use
What do you like best about the product?
I found that the chatbot is very intelligent and could transfer me to the right person when it cannot further assist.
What do you dislike about the product?
The contact icon is not that noticeable and may not able to find it sometimes.
What problems is the product solving and how is that benefiting you?
It can provide an easy way for my customer to assist themselves online.
Best software for customer support
What do you like best about the product?
So far, Zendesk is one of the best customer support software that I like to use. I'm glad that the company I work with uses Zendesk because it's easy to use and user-friendly too. The interface is clean and easy to navigate. When I gave training to the newbies, they can easily understand and use Zendesk within a day of training. I also like the feature that can integrate with other software too. It makes it easier to toggle between other softwares when dealing with tickets.
What do you dislike about the product?
It will be great if Zendesk will have a dark mode feature for those who work the night/graveyard shift. Before this, I discover that a plugin needs to be installed but recently they put a price on the service so I no longer use it. Hope the team can consider having dark mode available in the near future.
What problems is the product solving and how is that benefiting you?
Basically, my company uses Zendesk Support Suite for the purpose of providing customer support to our users. They will send tickets when they require assistance from the Support Team and the customer service agents will provide solutions to their problems. Mainly, we use it for ticket support and talk, we do not have a chat support channel. Overall, Zendesk Support Suite helps us to manage our customer support workflow effective and efficient.
Great ticketing system for getting issues resolved efficiently
What do you like best about the product?
I like that customers who write to our support team are almost instantly assigned to a representative, and receive an email letting them know that their message has been received -- even though this sounds like a very basic thing, it's huge when it comes to customers who are panicking in urgent technology-bug-related situations.
What do you dislike about the product?
I dislike that as a CSM (customer success manager, not CSR - customer support representative), it is unclear at times if my responses to Zendesk emails are sent to everyone, or if they're only shared within my internal team.
What problems is the product solving and how is that benefiting you?
ZenDesk Support helps my company to prioritize and handle customer issues that come in all around the clock -- this benefits me greatly because if they didn't have Zendesk set up to handle these requests, I would be the one routing all of my client's technical issues to various teams. I'M SO GRATEFUL FOR ZENDESK!
Does what you need
What do you like best about the product?
The support system allows you to categorize many different aspects of a support ticket and auto-assign it to a group or person. It is easy to communicate on the ticket and record actions taken.
What do you dislike about the product?
Not a complaint but this could be a downside for some - Because there are so many options for categorization, it could be a little too heavy for teams that don't need that level of specificity.
What problems is the product solving and how is that benefiting you?
Tracking bugs and requests. Helps to fill requirements for SOC2. We can make sure that our whole tech org can see issues as they arise and the available parties can hop on to solve them.
A great customer support tool
What do you like best about the product?
-The macro feature is great as it saves default responses that could be used as a response to the customer tickets.
-An eye icon is displayed on the pending tickets which indicates that another user is working on the ticket and this helps to avoid duplication of work.
-An eye icon is displayed on the pending tickets which indicates that another user is working on the ticket and this helps to avoid duplication of work.
What do you dislike about the product?
-Though there's an option to CC a colleague while sending out an email response to the customer, the colleague will not be able to open the ticket directly through the email and will have to copy the ticket number and search it in the Zendesk app.
What problems is the product solving and how is that benefiting you?
Working extensively in the customer service domain for the past 4 years I have used Zendesk as a primary platform to resolve customer queries. This user-friendly tool has great features like Macro which makes the query resolution process less time-consuming. While working on a ticket, if there is a response from the other end it appears instantly even if the ticket is open and the user needn't reload the ticket to view the response.
There's a Reason Everyone is Using ZenDesk
What do you like best about the product?
Extremely robust suite of features and customisations
What do you dislike about the product?
Sometimes it takes a long time to understand how a feature works in order to use it well. The CSAT email is also minimally customisable.
What problems is the product solving and how is that benefiting you?
Bringing all of our contact into one platform with endless options to channel particular contact to particular agents to meet department targets
A pleasant experience with Mary at Zendesk
What do you like best about the product?
Fast support and friendly customer service
What do you dislike about the product?
The chat window that zendesk support has is very small. I would like to bring it to a new tab or maximize it
What problems is the product solving and how is that benefiting you?
It is solving my lack of attention to detail and poor eyesight
Speedy, Easy and Prompt
What do you like best about the product?
A reliable tool that gives you visibility on your whole CS department and processes.
What do you dislike about the product?
Can feel complex and a bit overwhelming to figure out the more technical aspects of setting up the tool correctly
What problems is the product solving and how is that benefiting you?
Tracking areas of improvement in our products, team efficient and consistency in product
Full featured and flexible
What do you like best about the product?
Using ZenDesk helps us to keep our entire team in the loop for everything that concerns them. The huge range of features mean that the information we need is always at hand.
What do you dislike about the product?
It's certainly not the cheapest option on the market, and with many tempting third party and ZenDesk apps to choose from, the bill can get away from you if you're not careful.
What problems is the product solving and how is that benefiting you?
Now we're all aware of any previous issues, we waste far less time reinventing wheels and generally covering old ground. We can go straight to the fix, or right back to the drawing board as appropriate!
A good support suite with minimal isssues
What do you like best about the product?
How easy it is for agents to use and support.
What do you dislike about the product?
Random updates where we lose features we use
What problems is the product solving and how is that benefiting you?
user ability issues that affected our customers
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