Zendesk Suite
ZendeskExternal reviews
6,659 reviews
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Zendesk is OK, not very flexible
What do you like best about the product?
Zendesk has a Clean UI and good documentation website
What do you dislike about the product?
Zendesk is not that flexible, its support team does not always give you the correct answer.
What problems is the product solving and how is that benefiting you?
We use the Zendesk ticketing system
MARY STEW ZENDESK REVIEW
What do you like best about the product?
Easy viewing system to assign tickets and alter system when tickets need to be completed. I also love that you can customize the view to make it more specific to your viewing needs in order to solve tickets faster.
What do you dislike about the product?
I wish it was a bit easier to catagorize the types of tickets and have them auto-populate to certain assignees based off of who is requesting them and /or the content!
What problems is the product solving and how is that benefiting you?
It is solving the problem we had previously where all of our consultants (we are a staffing firm) wereusing our personal inboxes for correspondance. This has allieviated that lift.
Simple to use support system and access to custom analytics reports
What do you like best about the product?
Automations and reporting are a big plus with Zendesk
What do you dislike about the product?
Not always quick to find the support button
What problems is the product solving and how is that benefiting you?
By being able to create custom reports and dashboard, I am able to take a better general approach to the individual, the team, and the product we support. Being able to schedule these for delivery, helps me manage my time.
One of the best ticketing system
What do you like best about the product?
- Easy to configure and implement
- Easy to Administrate
- Easy to use as an Agent
- Easy to Administrate
- Easy to use as an Agent
What do you dislike about the product?
Several basic functionalities are missing, and we have to use third-party extensions or applications to achieve our goals.
What problems is the product solving and how is that benefiting you?
- Manage better the incoming requests
- Define and Work with SLAs
- Define and Work with SLAs
Very helpful
What do you like best about the product?
Its personable and very helpful. I never felt like I was talking to a bot. Kimberleen was super nice!
What do you dislike about the product?
It took a bit too long to get a response every time I gave an update. I know things take a while to handle, as I also do consumer care, but the issue could've been checked on their end and fixed within around 10 minutes. There was a whole week where my team were missing out on extra productivity due to my issue.
What problems is the product solving and how is that benefiting you?
I had an issue where I couldn't see consumer chats or interact with them. This issue held back my team's performance and productivity as we had less personnel to answer the incoming chats.
Overall solid Platform.
What do you like best about the product?
It worked great from a ticketing environment and was really helpful as we were a growing CX team.
What do you dislike about the product?
Not as Omni channel with every contact being a separate ticket for the team to handle. We had to have a lot of 3rd party apps and integration to take care of some things.
What problems is the product solving and how is that benefiting you?
Taking care of our cutomers when they reach out to our brand.
Great product with amazing support
What do you like best about the product?
Agent Workspace is great along with the ability to have multiple integrations with different external partners such as shopify. This combination allows us to continuously improve our support offering.
What do you dislike about the product?
We're currently having issues getting agent workspace setup with two of our domains and it has really slowed us down. It's also taking up quite a bit of my time which could be better utilised somewhere else.
What problems is the product solving and how is that benefiting you?
Accesibility to support. Suite really has helped us provide support quickly and reliably.
Agent workspace has also helped, in my opinion, how productive we are as a team.
Agent workspace has also helped, in my opinion, how productive we are as a team.
Fast and effective support
What do you like best about the product?
Chatbot quick in directing you to an agent
What do you dislike about the product?
The chatbot is a bit confusing as it seems to store old conversations
What problems is the product solving and how is that benefiting you?
Any functionality of Zendesk that are broken or lagging I can raise quickly to help us get back to our users
Zendesk in very user friendly app and also easily track the inflow of your tickets
What do you like best about the product?
User friendly and easy to create shortcut responses.
What do you dislike about the product?
it does not automatically highlight if there are multiple tickets created by same user
What problems is the product solving and how is that benefiting you?
Customer queries and it has been very useful for our organization
Support for Social Account
What do you like best about the product?
They managed the ticket really fast and they were able to give me a lot of detailed information about all I need to procede. They sent me lot of usefull link regarding my problem and we already solved it.
What do you dislike about the product?
Nothing at all. The time spent with the member of the Advocacy Team was good. He was able to handle my problem really fast and clearly get to the point without losing any precious time
What problems is the product solving and how is that benefiting you?
We needed to know further information about how to connect our Twilio's number to whatsapp. We also needed some information regarding Telegram and they send us the correct link to the marketplace for the module we needed.
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