Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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I will recommend it to my friends, because it's a really good product that makes life easier
What do you like best about the product?
I liked how conveniently organized the dialogue with the client.
What do you dislike about the product?
Not enough analytics to track agent activity by status
What problems is the product solving and how is that benefiting you?
I was able to collect data on errors, improved feedback. Increased trust and credibility of the product
Zendesk Review
What do you like best about the product?
In depth reporting of multiple metrics, multiple graph options, seamless communication with clients through chat and email. Easy to transfer tickets to colleagues and give full context about said ticket.
What do you dislike about the product?
Graphs are not the easiest to make, little amount of resources that explain how reporting works. For example, finding the definition of each attribute requires you to search it on google even if it can be implemented on the explore dashboard.
What problems is the product solving and how is that benefiting you?
Through the tagging system, Zendesk helps us identify and categorize the issues that customers are facing in order to better understand their issues and give actionable feedback to our product team
Support is quick and very helpful
What do you like best about the product?
One of the easier platforms to use in that if I have a question, their support team is super quick at responding to and helping me solve the issue.
What do you dislike about the product?
Setting it up can be a little intimidating but it isn't impossible.
What problems is the product solving and how is that benefiting you?
We use it for internal tickets to track customer issues, rather than having customers open their own tickets, which can make things a little harder to use
Ease to configure, good updates and new features, social media integration and nice support features
What do you like best about the product?
Ease to configure, integration with social media (Facebook, Instagram and Twitter), flow builder / bot setup.
What do you dislike about the product?
Whatsapp channel is a bad integration, very few options.
What problems is the product solving and how is that benefiting you?
We were trying to solve the way to measure our NPS score. With Zendesk Support + NPS licenses, it was sold.
Zendesk is at the heart of our business
What do you like best about the product?
One stop shopping. All of our contacts with our customers, from a support perspective lives under one umbrella.
What do you dislike about the product?
Too disjointed. Since Zendesk is essentially a conglomeration of multiple tools they are not consistent between the various 'channels'. Also, we've been told that more data from Zendesk Talk would be made available in a dataset in Explore "soon" it still is not there. The missing data, which is visible on a sort of 'daily' basis, is crucial to managing a call center.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite allows us to cover all of our various support channels, across several "brands" and to do so from one main interface. Various groups can share a ticket so we are not sending the customer to different interfaces or having to repeat themselves. Additionally, the reporting allows us to track our KPI fairly easily.
Things went very well - some functions moved places on the screen and I was not aware
What do you like best about the product?
It was a quick resolution with accurate results.
What do you dislike about the product?
Nothing really - it was pretty quick and easy
What problems is the product solving and how is that benefiting you?
Some functions moved and I was not aware. They helped me locate the new spot.
Zendesk support suite is user friendly. Easy to track work report.
What do you like best about the product?
Zendesk UI and ticketing system i like much in zendesk. Zendesk has more modules that will help Good CSAT. Explore gives us valuable data to calculate the KPI.
What do you dislike about the product?
Few features are not available in zendesk. Zendesk support is not up to mark. Delay in response from Zendesk Support advocacy team, and even we didn't get a proper solution on time.
What problems is the product solving and how is that benefiting you?
Merge and unmerge the organization.
Need the option to edit closed tickets.
Merge and unmerge the Contacts.
User restriction on Ticket fields.
Need to have more features to Log reports.
Need the option to edit closed tickets.
Merge and unmerge the Contacts.
User restriction on Ticket fields.
Need to have more features to Log reports.
easy and quick support
What do you like best about the product?
The most helpful of zendesk suit is that the response time is quick and to the point where we have explained our problem so there is no too much back and forth.
What do you dislike about the product?
Nothing so far. Thanks for the wonderful support.
What problems is the product solving and how is that benefiting you?
basic app and integration issues.
Recommendations to others considering the product:
straight forward and simple UI
Very comprehensive, but hard to penetrate
What do you like best about the product?
Zendesk does everything - socials, email, phone. The support interface is intuitive to use once it is set up. The help articles are very through and easy to search.
What do you dislike about the product?
There are a lot of hidden costs, it is hard to understand what you need until you are in there. I am paying more than I was expecting. Further is it quite complex to set up, that said the help desk staff are excellent.
What problems is the product solving and how is that benefiting you?
We have multiple waterparks across provinces, Zendesk is allowing a remote team to serve all waterparks from any location. We are also able to get a more concise idea about what our customers are looking for by seeing everything in one spot.
Recommendations to others considering the product:
Make sure you have ample time to set it up.
Be prepared for increasing costs
Be prepared for increasing costs
Great support platform !
What do you like best about the product?
What I like about Zendesk Support Suite is mostly all the tools offered to give the best customer service possible. I love the triggers, automation, macros, the help center, the views, etc.
What do you dislike about the product?
I think the point that I like a little less is that the help (chat) available to us is not offered in several languages (Only in English). The other small point is perhaps the response time, depending on the problem encountered.
What problems is the product solving and how is that benefiting you?
This has helped us to give much better service to our customers. We can respond quickly due to macros and automations. Also, it is easy to implement once the basic knowledge is acquired.
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