Zendesk Suite
ZendeskExternal reviews
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We love Zendesk
What do you like best about the product?
The chat functionality is our favorite feature of Zendesk.
What do you dislike about the product?
I wish we could set triggers to status = delete
What problems is the product solving and how is that benefiting you?
We've tried other help desk platforms and Zendesk seems to be our best one-stop shop.
Easy to use
What do you like best about the product?
It's straightforward and really easy to use!
What do you dislike about the product?
There's a few glitches and slow to update when marking as spam
What problems is the product solving and how is that benefiting you?
Any questions I have about the platform. They are really quick a responding to you but sometimes get the wrong end of the stick when it comes to queries.
Easy to use.
What do you like best about the product?
The App binding was very helpfull in many cases
What do you dislike about the product?
I miss more function in mobile App most of all telefon function.
What problems is the product solving and how is that benefiting you?
We use it to help our customer by user oir software
Zendesk is great
What do you like best about the product?
It's easy to use, it has an Admin knowledge center available, and has lots of partners with which we can integrate to improve our experience.
What do you dislike about the product?
The metrics are not accurate and we have to do manual work whenever we need a more detailed metric.
What problems is the product solving and how is that benefiting you?
Zendesk helps us to serve the customers, get insights about their needs and performance and also to track and metrify our support team job.
Zendesk as an ITSM
What do you like best about the product?
Service Management is the primary function we use. For tracking service requests, it does a fine job.
What do you dislike about the product?
Two main complaints would be the reporting options are complicated. it may be partially due to multiple teams using a single queue, but it should be easier to extract data/metrics from the system.
What problems is the product solving and how is that benefiting you?
It gives us a good platform for IT service management.
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.
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