Zendesk Suite
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Zendesk Support Suite
What do you like best about the product?
Zendesk is highly programmable, allowing organisations to customise it based on their needs. Their support is also highly technical and more than willing to assist in these areas
What do you dislike about the product?
Certain expected features are not present, requiring 3rd party apps to supplement them. Zendesk can further improve on this aspect by implementing more highly user requested features.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us consolidate and track all our customer support info in a single location, providing traceability of replies & actions, and hastening our response time.
Zendesk Support Review
What do you like best about the product?
My company has used Zendesk Support for 10 years. Our customers are businesses and it allows the users to see their ticket history - Easy for agents to manage the ticket queues, see when new tickets come in and organize the outstanding tickets in a way that makes it easier to manage. It also has integration with our Atlassian Jira which is helpful in escalating tickets to our Data Center team or engineering.
What do you dislike about the product?
One of the things that has been a bit difficult is some limitations on the search function. The other thing is that our users are associated with their company\organization by their email domain and it has been challenging when a company changes their email domain. Also, when looking at users in the end user lists, they are not sorted in any particular order that makes sense, like grouped by company or alphabetical.
I wish that we could export data with some filtering capability - we create our own reports for analysis - I have not found the available reporting to be that useful. We have many, many tickets that are open for a long time due to the customer or nature of the request and so simply measuring on time-to-close is not a meaningful metric for us in most cases.
We have had some difficulty in getting customers to use the portal vs. email - they often will open a new request by responding to an email from an older one which then reopens that request or creates a followup - when the new thing has nothing to do with the new request. I call it "running a tab" - but it skews our ticket stats lower as we should have a new ticket for each new request.
I wish that we could export data with some filtering capability - we create our own reports for analysis - I have not found the available reporting to be that useful. We have many, many tickets that are open for a long time due to the customer or nature of the request and so simply measuring on time-to-close is not a meaningful metric for us in most cases.
We have had some difficulty in getting customers to use the portal vs. email - they often will open a new request by responding to an email from an older one which then reopens that request or creates a followup - when the new thing has nothing to do with the new request. I call it "running a tab" - but it skews our ticket stats lower as we should have a new ticket for each new request.
What problems is the product solving and how is that benefiting you?
It is extremely helpful to have a complete history of our interactions with customers. In a lot of cases, we can find answers to new questions by searching old tickets to find another time when we resolved the same issue; OR, customers want to know when they did a particular thing and we are able to find the event in their ticket history.
We are able to track which customers put in the most "how do I" type requests so that we can reach out to them and suggest additional training. It allows us to see if a new software release results in an increase in incident tickets.
We are able to track which customers put in the most "how do I" type requests so that we can reach out to them and suggest additional training. It allows us to see if a new software release results in an increase in incident tickets.
Recommendations to others considering the product:
This was easy to set up and we've used it for 10 years.
Zendesk Support Suite is a complete tool for customer support
What do you like best about the product?
Zendesk Support Suite is a complete tool for customer support. The integration of the chat and ticketing system is the best thing you can have.
Chat Agents can forward the customer to the next step of assistance in just one click, that's so easy!
Chat Agents can forward the customer to the next step of assistance in just one click, that's so easy!
What do you dislike about the product?
Very little things: the fact that you can't personalize a lot the email signature (for example with images)
the fact people are confused about how to reply, because of the instruction to write above the line: that's kinda confusing for them
the fact people are confused about how to reply, because of the instruction to write above the line: that's kinda confusing for them
What problems is the product solving and how is that benefiting you?
We can help people with a complete suite of support center: faqs, live chat, emails, social media and so on!
Is really cool to have everything in one space because it helps you work in an efficient and rapid way
Is really cool to have everything in one space because it helps you work in an efficient and rapid way
Recommendations to others considering the product:
Everything in one space helps you work in an efficient and rapid way
Does the trick, plenty of integrations available
What do you like best about the product?
Integrations are widely available, the UI is slick.
What do you dislike about the product?
Bulk email features a bit limited, no Klaviyo data visual in Zendesk
What problems is the product solving and how is that benefiting you?
Received competent help around my Klaviyo integration so we can exclude open tickets from capaigns
great product easy to use
What do you like best about the product?
helpuful support, very good to work with
What do you dislike about the product?
sometimes slow to respond to our inquiries. however i think theyre good.
What problems is the product solving and how is that benefiting you?
they provide good service for the amount of time they have. thank you!
Recommendations to others considering the product:
Zendesk Chat is very useful better look at product make sure it's fit.
Best Customer Support Tool
What do you like best about the product?
A customer support tool for all channels. One user interface for all channels which agents can easily manage tickets and support customers.
What do you dislike about the product?
Support from the account manager or team.
What problems is the product solving and how is that benefiting you?
Consolidating all customer requests for all languages.
The Team always keep a fast approach
What do you like best about the product?
it gave me one-stop shop to all all my questions, the quality support is knowledgeable.
What do you dislike about the product?
The Internal Ticket SLA
The bot feature need to have some sort of upgrade
hope this all will get improve
The bot feature need to have some sort of upgrade
hope this all will get improve
What problems is the product solving and how is that benefiting you?
had some doubts about whatsapp chat integration, messaging and zendesk talk
that will help me effectively
that will help me effectively
Experience with Zendesk
What do you like best about the product?
Customize the ticket queues and Live ones.
What do you dislike about the product?
very few limited options when creating zendesk dashboards, not having many options available to users or it may be limited by an organization, not sure about this.
What problems is the product solving and how is that benefiting you?
We have high volumes of ticketing systems around the Globe, and it is helping us to accommodate tickets to certain groups round the clock, and it is benefitting.
Recommendations to others considering the product:
It is a great tool for offline activities and complaint management.
Zendesk
What do you like best about the product?
Zendesk does a great job of bringing all channels together in an easy to use agent interface. It gives all agents clear ownership and context to our user's needs.
What do you dislike about the product?
I think the TALK channel could certainly be improved to give much more flexibility as it lacks the options other phone software has such as advanced routing options, wait times etc.
What problems is the product solving and how is that benefiting you?
Now we have clear oversight and reporting capabilities on the volume of all customer communications in one place and query type that makes our content creation process a lot easier for improved self service.
Zendesk Support is a powerful CX tool, very customizable but still with room for improvement.
What do you like best about the product?
The best of the Suite is the level of customization that you can reach. One of the main tools we use are triggers and automation, and there is an enormous range of options for that, which are even synchronized with any other customization you could have done such as in "fields".
What do you dislike about the product?
I'd request to have easier access to the Admin Center, as it can be pretty tedious to go to another tab only to make a quick update of a setting. Another fundamental thing is the number of Views displayed in the instance, which is 12 in all the Plans (even Enterprise). Knowing that most companies using Zendesk do so looking for organization+customization, it is expected to have a high number of categories (which in this case, equals "Views"). There are third-party paid alternatives, but neither offers easy access to all the views.
What problems is the product solving and how is that benefiting you?
We work with Startups and SMBs, therefore -if not using Zendesk- most of them would still be using Google Workspace for mail support + Whatsapp for chat support + a help center on their Website for extra info.
Zendesk Support Suite does it all, it is really an omnichannel CX tool, synchronizing all the mentioned above.
Zendesk Support Suite does it all, it is really an omnichannel CX tool, synchronizing all the mentioned above.
Recommendations to others considering the product:
Research! As it can be very customizable, there are so many options and routes, which sometimes can lead to doubts. Zendesk Help Center has a lot of information and even tested recipes.
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