Zendesk Suite
ZendeskExternal reviews
6,659 reviews
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A useful rabbit hole
What do you like best about the product?
Knowledge base centres to help users find helpful information. The possibility of creating multiple brands to tailor information and support for end users and, of course, the ticketing system.
What do you dislike about the product?
The limitation that lite agents have to manage and work on tickets, the impossibility to (easily) create multiple SSOs for the (multiple) created brands, and the amount of available information to learn and troubleshoot yourself about the platform. Also, the fact that you cannot set up only a request page (ticket form).
What problems is the product solving and how is that benefiting you?
Internal support for multiple employee requests, knowledge base sharing and ticketing support for multiple customers. It allows to provide better support to different end users and a more efficient onboarding experience.
Very good product with nice features
What do you like best about the product?
Agents can easily find knowledgebase articles and solve tickets
What do you dislike about the product?
Occationally the interface does not update fast enough and new tickets are not shown to agents immediately.
Faster update time in the interface would help
Faster update time in the interface would help
What problems is the product solving and how is that benefiting you?
Statistics on opur customer support. we have THE fastest support in the governmental area, due to using zendesk. We are so proud of our results from this tool.
One of the best support suites I've ever used
What do you like best about the product?
For sure, the way tickets can be organized. Also, I like the possibility of creating custom views to sort and group them.
What do you dislike about the product?
I would love to have more automation to set up custom actions
What problems is the product solving and how is that benefiting you?
With Zendesk Support Suite, we have a single centralized support channel where all our customers can be helped
Support Center
What do you like best about the product?
I like being able to add different drop-down menus for the support team to fill out.
What do you dislike about the product?
Unfortunately, I cannot run reports on the drop-downs because I do not have the next level of ZD Support.
What problems is the product solving and how is that benefiting you?
I can assign tickets/incidents to members of my team, that way I know who is answering these emails.
They don't care about small companies. Worst CS ever.
What do you like best about the product?
It has a lot of functions and features but lacking in training on them or making sure the client (me) is getting the best out of the system.
What do you dislike about the product?
They lost me many times and had many chances to save this subscription. A relationship that started badly: The implementation process was done poorly, I never got a proactive call/email, had to chase both account managers and customer service to get help; they didn't care that i didn't use the system in full, They failed to understand my needs. I spent time making changes to the system while Zendesk was aware of my needs - and it still died - under the training of a specialist!! When i needed a flexible addition to my subscription - I got a hard "no". When they offered something they couldn't give, by mistake - they didn't take responsibility and made me pay more. For your peace of mind - Don't take Zendesk as a system.
What problems is the product solving and how is that benefiting you?
In-app chat and ticketing system, thats it. Their report system is complexed and not intuitive at all.
not bad at all
What do you like best about the product?
Easy to see how many emails are in queue
What do you dislike about the product?
doesnt count all email done, a bit difficult to track actual tasks being done.
What problems is the product solving and how is that benefiting you?
helps provide email support to members and track if we are within sla timeframe.
Overall great software, but it took a fair amount of tinkering to figure out the admin.
What do you like best about the product?
Can map the support center to be a subdomain of my main website & redirects work well
What do you dislike about the product?
The admin panel isn't all that intuitive & it took me a fair amount of tinkering to figure everything out.
What problems is the product solving and how is that benefiting you?
I had login issues when I moved from one domain to another, and the support team was quite helpful in getting me taken care of.
Not able to edit
What do you like best about the product?
The quick responses and easy access to the information.
What do you dislike about the product?
Nothing that I can say bad about it. It is a great platform
What problems is the product solving and how is that benefiting you?
Let's us communicate with our customers and help troubleshoot their problems.
Adam was great he helped me get the information i needed in a jiffy.
What do you like best about the product?
It was very easy to create the ticket and Adam was knowledgeable to answer my questions and answer other questions I had
What do you dislike about the product?
What I didn't like was that after I posted my query it gave me a response time of 2-3 days and I looked away after that. Luckily I did not close the tab but after 9 minutes (and thankfully) Adam popped up on the chat ready with my answer.
What problems is the product solving and how is that benefiting you?
I could not find out where the events button was. Adam helped me understand that we are using the basic view. I did not know there was a more advanced view so this is great.
Quick customer service with the answers that I needed.
What do you like best about the product?
The email contact with the Customer service agent.
What do you dislike about the product?
THE TWO STEP PROCESS TO GET THE INFORMATION THAT I NEED.
What problems is the product solving and how is that benefiting you?
HELPING ME FIND REPORTS FASTER AND EASIER WITH KEY WORDS.
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