Zendesk Suite
ZendeskExternal reviews
6,659 reviews
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A Great Support Product
What do you like best about the product?
This is s great product. What I like the most are the dashboards. They do tell us a lot and make reporting a lot easier. The AI powered answers are good too and combined with automatic ticket creation saves us a lot of time.
What do you dislike about the product?
I cannot think of anything to dislike. Maybe there are too many options and plans, but this may be a good thing since you should only pay for what you use.
What problems is the product solving and how is that benefiting you?
It is saving us a lot of time. The automation gives us more time to fo more important tasks. The dashboards make us more productive.
Streamlining our support into one place
What do you like best about the product?
I like the capability to customize how things route, how they're tagged, fields, etc. We use it for a lot of different clientele types so it's very helpful
What do you dislike about the product?
There are some limitations to how we can provide our support form to guests or clients
What problems is the product solving and how is that benefiting you?
We receive support requests from a lot of different client types so it helps us keep them all in one place and organized. It also allows us to have visibility into conversations.
Zendesk for Customer service interactions & requests
What do you like best about the product?
A great option to keep our Customer sample requests organized. Tools are great and we hace a number of ootions to personalize certain apsects of our Customer interactions
What do you dislike about the product?
The Only thing I find a bit difficil in the control options It has a lot if options andnote very user frendly for a normal person (not a techo person) also you can Only Select 100 tickets at a Time would like to Select more
What problems is the product solving and how is that benefiting you?
Would like to Select over 100 tickets at a Time. Somethimes for some reason the same ticket interactions creates diferente tickets when It should Only keep the onw ticket #
Excellent Product, Requires Extra Care
What do you like best about the product?
It's easy to learn for agents to support and respond to users.
What do you dislike about the product?
Improve interconnectivity with other applications and make it easier to integrate management systems with Zendesk. Less focus on AI/chatbots because they're not trustworthy enough to handle everyday interactions with users.
What problems is the product solving and how is that benefiting you?
We're using ZD as an option for support for entire organization and several departments. Nice for all to be in one place.
Excellent for taking care of the little things
What do you like best about the product?
The biggest upside for my team is the bot. It's such a powerful tool to take over transactional questions, freeing time for the more crunchy ones.
What do you dislike about the product?
The biggest downside I've found is that it doesn't track user past activity. For instance, if a customer writes in, it doesn't tag and track them for later.
What problems is the product solving and how is that benefiting you?
It is taking a burden off of our small CS team to help customers more quickly, and putting all points of contact in one place.
The whole package
What do you like best about the product?
I like that phones, chat, and email can all be answers in one place! I also appreciate the reporting and custom reports that we can create!
What do you dislike about the product?
I think the interface could use an update. It's kind of outdated.
What problems is the product solving and how is that benefiting you?
Zen desk support is allowing educators and district admin to reach out to us with their varrying issues.
Decent, plenty of limitations
What do you like best about the product?
User-friendly, accessible UI, agents don't gind it overwhelming.
What do you dislike about the product?
Zendesk almost forces you to act in the way it wants, rather than customising based on how you'd like to use the system.
What problems is the product solving and how is that benefiting you?
Provides us a system to use to speak with our customers via multiple channels whilst also providing our help centre too.
Senior Manager of Operations
What do you like best about the product?
Different forms of communication / address book.
What do you dislike about the product?
Can't mass email or text users. Phone numbers don't often match with use names
What problems is the product solving and how is that benefiting you?
Live support and follow up with the chat box
One of the best CRM I have worked with
What do you like best about the product?
The ease of access to almost everything in one screen.
What do you dislike about the product?
The layout seems outdated and integrating sell into support
What problems is the product solving and how is that benefiting you?
Allowing one touch access in one main screen helps be very efficient
Overall good experience but missing that intuitive usage
What do you like best about the product?
Regroup all of the customers request in one place.
What do you dislike about the product?
It's frustrating creating the chatbot. Very difficult too understand
What problems is the product solving and how is that benefiting you?
Responding to clients
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