Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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Seamless incident management
What do you like best about the product?
User friendly tool for incident management
Phase wise ticket tracking
Phase wise ticket tracking
What do you dislike about the product?
Nothing as such
Everything looks fine to me
Everything looks fine to me
What problems is the product solving and how is that benefiting you?
Support tickets for technical issues for our client
Amazing platform with no glitches!! best solution out there!
What do you like best about the product?
Automations + Triggers + Dashboards + HelpCenter etc!!! too many things!
What do you dislike about the product?
Updating brands is little bit challenging. For example, if you have a fully closed ticket and you rebranded as a company it is hard to update the existing closed ticket. Why we need this? Well if you use my activities feature on fully scaled Help Center and you want to grand existing customers access to their ticket history this is needed.
What problems is the product solving and how is that benefiting you?
It creates a unified database of all tickets for our company. Internal and external! Especially having automated SLA calculations are extremely important for our service!
Comprehensive Support Suite
What do you like best about the product?
It has a great ability to manage lots of inbound support requests at the same time. As a manager it also allows me to get good visibility of the agent's queues and to then report on the types of incoming tickets we are getting to improve our service.
What do you dislike about the product?
The main downside for me is the price as it is a very expensive solution. It would be ideal if there was a better way to have read-only users who don't need to contribute to tickets but can have visibility over them.
What problems is the product solving and how is that benefiting you?
It allows us to better manage the customer experience, ensuring that we are responding promptly and that they get the correct responses, this all leads to us giving a better service to customers.
Great platform for CS
What do you like best about the product?
Many features available to customize help center, all tickets go to one place, can cree many separate HC. Easy to manage tickets and can set up different roles for agents.
What do you dislike about the product?
For high level integrations still need devs involvement
For some features (like community etc): settings are located on different screens, difficult to find where exactly need to switch on/off
Would like to request Copy Help Center button, to be able just copy and paste all setting and articles when new HC is created
For some features (like community etc): settings are located on different screens, difficult to find where exactly need to switch on/off
Would like to request Copy Help Center button, to be able just copy and paste all setting and articles when new HC is created
What problems is the product solving and how is that benefiting you?
Providing one platform for many help centers, more centralized and easy to use. Can add more new HC for other company brands, easy to add new agents and track their performance
It was a great review
What do you like best about the product?
The customer service was amazing and answered all my questions in a timely matter.
What do you dislike about the product?
I wish it was alive person talking with me would make it more real than a chat bot.
What problems is the product solving and how is that benefiting you?
chat live talking
Great Product & Amazing Client Support
What do you like best about the product?
The customer service is incredible. Very responsive and ready to help when contacted.
What do you dislike about the product?
As of now, I can't complain about anything.
What problems is the product solving and how is that benefiting you?
It helps keeping all service-related tickets in one place with great reporting features.
I'm a big fan of Zendesk, it's user-friendly and effective.
What do you like best about the product?
Zendesk makes it easy for reps to manage tickets and ongoing cases. There's a seamless connection between emails and chats, which is great. And there is a lot of functionality for macros and triggers that allow tickets to be tagged, automatically closed, automatically associated with groups, and much more. All of that allows for easy-to-use dashboard reporting, and much of the busy work of managing tickets can be eliminated.
It's also very helpful the way data is stored historically. We do a lot of investigating past tickets to identify trends, and this is very easy to do. We can pintpoint what we're looking for with minimal effort. And once we find a ticket, being able to see the events and specific touches and actions that occurred on the ticket is awesome.
It's also very helpful the way data is stored historically. We do a lot of investigating past tickets to identify trends, and this is very easy to do. We can pintpoint what we're looking for with minimal effort. And once we find a ticket, being able to see the events and specific touches and actions that occurred on the ticket is awesome.
What do you dislike about the product?
I dislike that recipients of our emails cannot see all parties CC'd on a ticket. This creates confusion for the recipients, and I've seen many responses from those users telling us to please CC their team, or adding their team onto the thread because they think I have not CC'd them. Of course I have, but they cannot see it. Not seeing all parties present is very much contrary to the way email is expected to work and does work with other email clients/applications.
What problems is the product solving and how is that benefiting you?
Zendesk solves the problem of support-to-client communication. That's crucial for our business, and for just about any business. Performance increases exponentially from a situation where reps have, say, individual gmail accounts because there is visbility across the entire org. This means it's easier for everyone to know what's going on, to have reps cover for each other, and to measure performance. A client with this functionality is a no-brainer for any business that has regular email or chat communication with clients.
Multi-channel customer support via Zendesk
What do you like best about the product?
The best is that Zendesk unites different communication channels in one tool. Great reporting system.
What do you dislike about the product?
The program is rather complicated and we have managed to set everything up only with the help of a third-party company.
What problems is the product solving and how is that benefiting you?
We are using Zendesk to offer customer support service to our customers via live chat, email, web forms, facebook messenger and phone channels.
Easy to use, great for our app
What do you like best about the product?
It's easy to use and supports an easy integration to our application
What do you dislike about the product?
There are no downsides at all, everything is working great.
What problems is the product solving and how is that benefiting you?
It helped us easily set up a support platform for our customers and easily integrate it with our application.
The Zendesk Support Team is highly available, attentive, and helpful
What do you like best about the product?
I like that my customer's needs can be monitored, evaluated, and changed to create continued best service even as things change!
What do you dislike about the product?
It is had to learn to program but there are TONS of resources from training tools to actual people to reach out to and super detailed help articles.
What problems is the product solving and how is that benefiting you?
It merges all communication to one place so multiple software systems do not need to be checked. It also allows you to see previous contacts so it's easy to know if another agent had just spoken to the same client moments ago.
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