Zendesk Suite
ZendeskExternal reviews
6,485 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Excellent Helpdesk System
What do you like best about the product?
ZenDesk makes keeping track of customer tickets a dream and its triggers allow us to look up our customer's subscription status using a 3rd party API removing manual time-consuming checks.
What do you dislike about the product?
I'm not a fan of the ticket merge tool. Our old helpdesk allowed you to choose all the tickets then just hit merge rather than all but one to later choose the ticket to marge too. I do see the logic in this however. I also struggle to logout of chat. This is frustrating and I can't really afford the higher tier that allows you to set open/close times. Customers get frustrated that they see the chat online when we have left the office as it seems to log itself back in.
What problems is the product solving and how is that benefiting you?
It allows me to work so well with my customers and track their tickets. This would be impossible with just a basic email account. I have built a custom integration with Stripe API. This triggers an event when the ticket is made to look up the customer's subscription status. I can then check to see if the customer has a paid technical support account as it will add the customer's subscription status as a note.
The system has a lot of capabilities but some of them are not so intuitive to user
What do you like best about the product?
I like the help center and the search articles mechanism
What do you dislike about the product?
The bot is a bit limited with it's capabilities, although it is giving a good first reponse
What problems is the product solving and how is that benefiting you?
It gives me to use the bot for my customers and the help center for both internal and external use
A flexible support solution with solid integrations
What do you like best about the product?
The knowledge base and support systems in place to help us when we need them are one of the best features in Zendesk. Having a team available to chat or via email is a huge relief, especially if things feel uncertain in setting up new systems. The community forums are always quite helpful as well.
What do you dislike about the product?
While it is definitely flexible to an extent, some of the features feel like Zendesk was built for enterprise-level companies first, with SMBs coming in second in terms of functionality. I'd love to see a bit more customizability within the dashboard itself similar to something like Gorgias or Reamaze.
What problems is the product solving and how is that benefiting you?
It's helping us build a shared ticketing system across a few different teams for ecommerce and support. On top of that, it has helped us build a custom knowledge base that fits our branding and our main site (thanks to some additional work from a third party).
Always helpful
What do you like best about the product?
The fast response time is great and make sit better for us that are in a hurry to get a customer help.
What do you dislike about the product?
That sometimes you are unsure what team to ask for help.
What problems is the product solving and how is that benefiting you?
When we have an issue with something being down or not working properly it is usually resolved very quickly so that we can get back to our customers in a timely manner.
Their features are quite expansive and the general user interface is quite accessible.
What do you like best about the product?
I think Zendesk's automation features & API within Support Suite it make it very customizable to catch a wide variety of scenarios. Things like triggers, automations, macros, and more go a long way in helping to expedite the support baseline for our agents. The interface also generally has a nice aesthetic and is easy enough for new agents to pick up.
What do you dislike about the product?
There are small improvements that could be made to flesh out certain launched features. For example, some features like Triggers can be filtered while Automations cannot. I wish there was consistency in the level of Support here. The only alternative to these situations is more manual work/searching and or sometimes using the Zendesk API. However, using the API is limited as well sometimes and/or requires some additional scripting.
What problems is the product solving and how is that benefiting you?
It helps us respond to customer inquiries through a unified channel and in a timely manner. It accomplishes this primarily by providing our agents with a consistent workflow that can be constantly iterated over and optimized. Happier customers means better retention for us.
Added efficiency and consistency
What do you like best about the product?
Having the ability to create tickets for all communications is a great way to track employee statistics, SLAs and user satisfaction
What do you dislike about the product?
There is a little bit of a learning curve in getting used to the system and learning how to administer the system. The lack of ready customer service can be very frustrating.
What problems is the product solving and how is that benefiting you?
It satisfies our need to have full documentation and tracking of requests. When used correctly it saves our agents time and provides our end users with consistency.
Great platform
What do you like best about the product?
The big configuration options. You can change a lot of parameters by yourself easily.
What do you dislike about the product?
The organization of the views or macros could be more simple.
The absurd limit of the maximum number of views it's annoying.
The absurd limit of the maximum number of views it's annoying.
What problems is the product solving and how is that benefiting you?
Manage a big number of petitions and send it to the responsible departments
Overall great CRM platform
What do you like best about the product?
Easy system to navigate. Some changes have been made recently that I feel have definitely made zendesk even better! Also, nice to know that Zendesk support is there to help when customers need assistance. A good amount of help center articles as well.
What do you dislike about the product?
Sometimes there are some little bugs in the CRM when doing support tickets. If linking a ticket and trying to save another ticket that was linked, it encounters a conflict and does not complete the action. This happens a lot. Also, not being able to fire off automations immediately is a huge inconvenience. I do not want to have to wait until the top of the next hour to fire an automation I have set up. Please allow us to run automations immediately. It would be nice if there was better reporting for quantifying and qualifying trends of issues that users are reporting.
What problems is the product solving and how is that benefiting you?
Allows us to create different views so that we can track certain reported issues from our customers and its pretty easy to set up.
I haven't seen a more capable support ticket suite over the last 5 years
What do you like best about the product?
Explore Dashboards, help gain useful insights
What do you dislike about the product?
Some AI enhancements could potentially read keywords and offer recommendations for similar tickets for agent disposition.
What problems is the product solving and how is that benefiting you?
Managing the totality of customer support experience and service levels
Good Software
What do you like best about the product?
The product documentation is very thorough and easy to follow, making setup and problem solving much easier.
What do you dislike about the product?
Limitations that impact more company/project specific setup preference. Example: Inability to redact PII that is not in the body of the message, inability automatically to send certain calls straight to VM without setting up a workaround, etc.
What problems is the product solving and how is that benefiting you?
Coverage of multiple phone lines by 1-2 staff members at a time.
showing 851 - 860