Zendesk Suite
ZendeskExternal reviews
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Zendesk really are the best at what they do
What do you like best about the product?
Easy, simple, clear ticketing system. Simple to create new users and groups, and takes minimal time to train new starters.
What do you dislike about the product?
Reporting can be better, I find it quite clunky especially the filtering by dates and groups.
What problems is the product solving and how is that benefiting you?
Allows our client services team to solve tickets and assign to themselves, and we are all very comfortable using it.
Great case management tool for operations who want to focus on an awesome AX and CX!
What do you like best about the product?
Quick package of all basic solutions for a great ticket management system.
What do you dislike about the product?
Guided mode and real-time monitoring should be included below Suite Enterprise.
What problems is the product solving and how is that benefiting you?
Centralizing all customer interactions and valuable customer data. Operations can quickly be on-boarded for an easy-to-use ticket platform.
Zendesk perks and advantages
What do you like best about the product?
In Zendesk, you are able to navigate any tickets with complexity and able to multi-task without even closing other ticket, user friendly and compact when it becomes to the visibility of the information
What do you dislike about the product?
None so far, I'll be using Zendesk for almost two months without having bugs or trouble accessing data and tickets, easy to interact with the client and internal teams
What problems is the product solving and how is that benefiting you?
It is mainly our core tool, when we need to interact with the client, mainly in business. especially in my account, it benefits me by multitasking and resolving tickets
Zendesk is very simple to use specially for support agents.
What do you like best about the product?
It is easy to set up support processes with the help of Macros, Triggers and automation. Excellent reporting tool and analytics. Good options for developers to use API and build custom apps.
What do you dislike about the product?
The support chatbot is not able to solve any issues anytime. You need from to collect all the information required. Just 3 fields to submit a ticket is not always working.
What problems is the product solving and how is that benefiting you?
we are able to handle customers effectively. Different level of escalation is handled effectively, which keeps customer happy.
Good communication
What do you like best about the product?
I like that the support team answer by asking me questions to make sure they have understood my query, so they give me the right answer
What do you dislike about the product?
The time and also not always good step by step instructions on how to resolve certain issues when being linked an article etc.
What problems is the product solving and how is that benefiting you?
How to improve my metrics dashboard
Short review for Zendesk
What do you like best about the product?
Zendesk Is the most helpful tool to use to Handle a Ticket the tags are easily taken as well as on the navigation. We will continue to use Zendesk and we hope that this tool will get even better.
What do you dislike about the product?
I dislike about zendesk is the way the assign tickets it seems that no one knows how can this improve, and also the way they handle the customer satisfactory it seems that it is not filtered.
What problems is the product solving and how is that benefiting you?
The problem with the tickets and also handling the emails for the rest of the company it seems that the playlist button is awesome as well. We really do appreciate the work this is giving us.
It is very highly customizable but it's also not very flexible.
What do you like best about the product?
It can do a lot of things and can be integrated with many apps. Very highly customizable to meet your needs
What do you dislike about the product?
You almost need a Zendesk developer if you want to maximise your usage and cost aren't competitive when you compare to the competition.
What problems is the product solving and how is that benefiting you?
the general part of a customer service team with issue logging, reporting, etc which is allowing for saved time and tracking and improvements.
A good and handy tool for BPO corporate industry
What do you like best about the product?
The way your progress is shown every week. It gives the agent some ideas on how to work sufficiently with his tasks.
What do you dislike about the product?
PB often throws an error after clicking.
What problems is the product solving and how is that benefiting you?
The concerns and issues of clients. Letting us help provide necessary solutions to our Clients.
Good solution with improvements needed on customizations
What do you like best about the product?
It is a fast solution that addresses a good number of business needs.
What do you dislike about the product?
It doesn't have good customization in some areas, especially on Guide and Triggers/Automations, which can get quite complex without having a simplified workflow.
A lot of recent features have been aligned as paid services.
A lot of recent features have been aligned as paid services.
What problems is the product solving and how is that benefiting you?
For the majority of use cases, it has been helpful.
All support needs in one window!
What do you like best about the product?
integrating AI agent into zendesk was very easy! using an omnichannel approach, which has been updated by Zendesk to recognize messaging as a live channel and make it easier for agents.
What do you dislike about the product?
hard to get meaningful support from zendesk IT / support. they respond during off hours and dont respond during regular business hours
What problems is the product solving and how is that benefiting you?
bringing chat into the main desktop for support instead of a separate window - will help keep support operations streamlined
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