Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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API Support due to failed Authentication
What do you like best about the product?
Support provides a way to get specific help for issues. The Support team was able to investigate my issue and provide recommendations to resolve it. Reviewing the documentation was also helpful but with the added Support team I was able to resolve the issue with their guidance.
What do you dislike about the product?
There seemed to be a bit of delay or time difference so I had to wait a while for a response. Would be helpful to have a chat box or a way to say what you have tried so support can move on to the next steps quicker.
What problems is the product solving and how is that benefiting you?
We are moving our help center and support centre. Zendesk support provided additional confidence by helping resolve some issues as we attempt to do something out of the ordinary or at least do something that is not done often.
Easy to use customer service tool
What do you like best about the product?
The way we can send different tickets to different buckets and use triggers to manage the workload. This way we can assign agents to specific ticket types to maximize workflow.
What do you dislike about the product?
there is indeed a learning curve... not the most intuitive platform out there. Takes a while to learn how to do things, and finding help articles is not always easy.
What problems is the product solving and how is that benefiting you?
It's helping us reduce the amount of tickets we manually have to answer by using triggers. It's also very useful to create group-specific macros. Our business performance has increased the equivalent of at least one part-time agent.
Review of Zendesk as a ticketing tool.
What do you like best about the product?
Zendesk allows agents to open multiple support cases in the same browser tab without any lag! When I try to revisit the open cases, there is no time wasted in reloading, which, on a busy day is a life saver!
Also, the software downtime due to updates or bug fixes is bery minimal.
Also, the software downtime due to updates or bug fixes is bery minimal.
What do you dislike about the product?
I've had issues integrating Zendesk with other tools like Flux leading to more cases being assigned to agents than what they should be getting. Although this is not an "Everyday issue", it is still a minute wrinkle that needs to be ironed out.
What problems is the product solving and how is that benefiting you?
Apart from being an excellent ticket management tool, Zendesk offers reporting options which act as "One-stop shop" for all things relating to run a business that is rooted in working with customer reported issues.
Using Zendesk as a user and a developer
What do you like best about the product?
Great tech support :
- very informative answers and customer support
had some issues regarding using the API and configuring triggers - got great support and managed to solve the issue with thier help
- very informative answers and customer support
had some issues regarding using the API and configuring triggers - got great support and managed to solve the issue with thier help
What do you dislike about the product?
sometimes support took too much time, usually it was 10-15m to get customer success on live chat,
but when it took longer and communication was by email - it took longer and harder to solve issues
but when it took longer and communication was by email - it took longer and harder to solve issues
What problems is the product solving and how is that benefiting you?
We use Zendesk for our customer success team
I was responsible for setting up some automation behind (creating incidents on PagerDuty on some specific tickets)
managed to do it fairly easy with their API docs
I was responsible for setting up some automation behind (creating incidents on PagerDuty on some specific tickets)
managed to do it fairly easy with their API docs
Well supported customer support suite
What do you like best about the product?
There are a lot of resources and articles which are helpful in navigating and using the various features and options of the Zendesk Support Suite. They come in quite handy. The Z-bot also gives directions and shortcuts to find them.
What do you dislike about the product?
Reaching the support personnel takes much time. The live support is not easy to get. Need to wait for a long time. No phone call support either. They say email support only and it may take 24 to 48 hours to get back once the support request is raised. This is quite time consuming and not helpful.
What problems is the product solving and how is that benefiting you?
We use it for handling our customer support requests. We have thousands of customers using variety of our product offerings and Zendesk helps us streamline our support offering.
Recommendations to others considering the product:
It is almost a one-stop shop for all your support handling needs.
It is and amazing tool to manage Customer tickets and Chat.
What do you like best about the product?
The system is completely configurable and customizable to your brand. The help articles were to the point and there is good customer support if you ever need it.
What do you dislike about the product?
Nothing in particular jumps out. The project is well designed and updated from time to time.
What problems is the product solving and how is that benefiting you?
Customer Support tickets and Wiki, FAQ for the eCommerce business. Also, multi-lingual content is supported natively on the platform.
Review on latest support request
What do you like best about the product?
Automations, adding macros that allow you to add tags. We just switched from using FreshDesk and you could not add tags to macros, which makes issues much more difficult to track.
What do you dislike about the product?
UI is kind of outdated. Admin Center always opening new tabs. Going from Admin > Team Members > One Specific Team Member > Permissions opens new tabs all over the place.
What problems is the product solving and how is that benefiting you?
General questions from our users. It creates efficiencies in being able to use macros and ensures consistent messaging.
Support Service Software
What do you like best about the product?
The best Service Support Suite by Zendesk is helping faster resolutions of tickets along with multi channel support interface helps in sharing the the problems and client requirements to the development team for our own products.
What do you dislike about the product?
Technical setup required, thankfully there are Zendesk experts to help and expensive if you want to use all features of Zendesk
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps in resolutions of client tickets, general enquiries received along with faster resolutions
Highly likely, I would recommend service to my colleagues/partners
What do you like best about the product?
Easy and understandable interface, also perfect Customer Support department (fast reacting to issues, auto- informing on issues etc)
What do you dislike about the product?
Hard to say right now. We are still waiting for API integration and after that will be able to answer this question:)
What problems is the product solving and how is that benefiting you?
Chatbot, supported by Ultimate, helps us to solve fully by bot, general customers' requests
Zendesk Support is a powerful tool
What do you like best about the product?
We are a small team of 7 people connected to Zendesk Support and everything works well. Still, it feels like this tool scales up with the size of the team and amount of tickets that they are sent. That's why my favorite part of Zendesk Support are triggers and automation. They help us to get notifications on new tickets and ticket updates.
What do you dislike about the product?
We sell software and we often receive automated emails from services like Paypal and banks. Those emails are classified as "automated" and are sent to the "Suspended" folder. I contacted the Support Team and find out that there's no way to treat them as normal tickets.
What problems is the product solving and how is that benefiting you?
The main problems that we had before were: effectively reviewing the history of tickets and Clients, measuring the time that we need to solve the ticket, and specifying what is the status of a given task.
Recommendations to others considering the product:
It's a tool that can help you to track all of the tickets regarding the scale of your business.
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