Zendesk Suite
ZendeskExternal reviews
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Great support tool.
What do you like best about the product?
I enjoy the social plugin the most as it allows multiple support fuctions.
What do you dislike about the product?
So far didnt find anything we disliked. Enjoying the support
What problems is the product solving and how is that benefiting you?
The support is solving being able to connecting to multi cross platforms.
One Happy Customer!
What do you like best about the product?
ZenDesk is easy and intuitive. Their support is excellent.
What do you dislike about the product?
I wish that ZenDesk had a built-in asset management system. I understand that it's not part of helpdesk.
What problems is the product solving and how is that benefiting you?
We were looking for an employee-support system for 600+ users. It needed to easily support remote employees around the world. ZenDesk did that out of the box.
A quick satisfactory experience
What do you like best about the product?
The ease of customization and creation of fields, as well as the integration of Explore, make Zendesk a powerful tool, both for customer support and for data measurement, and how to get there, through the analytics that the tool provides.
What do you dislike about the product?
There could very well be a native integration of Zendesk with Tableau, or a consumable API directly with the main tools in the market. Explore is suitable for when there is a community at work that uses Zendesk, but when there is a need to integrate the data with other areas of the company, this is problematic.
What problems is the product solving and how is that benefiting you?
Zendesk today enables the direct integration of regulatory and consumer channels, allowing responses to both the regulatory entity, regardless of the channel, and the end customer.
Zendesk Review
What do you like best about the product?
Our org has been using Zendesk for more than 5 + years and it has provided the infrastructure our team needed to succeed.
What do you dislike about the product?
The New Reporting portal Explore is very cumbersome and old Insights was much easy to configure and customize.
What problems is the product solving and how is that benefiting you?
it is our primary CRM for tracking and resolving production incidents. It allows us to run metrics to better customer SLAs.
It is a very robust tool that allows for an infinite number of creations and support workflows.
What do you like best about the product?
The methodology used in the development of the tool is what I like the most. There is a standardized logic behind it, which allows for quick learning to configure different functionalities. The possibility of using categorization in different places is also perfect and makes the items visually more organized for the agent.
What do you dislike about the product?
The chat API. It is not as elaborate as the ticket API. I miss a unified endpoint that lists each chat (without its message history) and provides the same indicators found in Zendesk Explore, just like it happens in the ticket API.
What problems is the product solving and how is that benefiting you?
My latest contacts were to obtain support on chat and macro APIs. This is very important for the development of the company's internal projects, as well as for the automation or reduction in the configuration time of the Suite.
Zendesk Support & Automation Tools
What do you like best about the product?
Zendesk has expanded into AI-powered tools that simplify the resolution of common issues. The new AI summarisation feature helps to ensure that conversations remain clear.
What do you dislike about the product?
Resolved tickets remain visible in the conversation thread, which can make the interface appear cluttered over time. Some of the newer AI features require fine-tuning to prevent irrelevant suggestions.
What problems is the product solving and how is that benefiting you?
I used it to solve a specific sync error between HubSpot and Zendesk and got a competent agent who helped me quickly.
The bot can also add information that is not in the FAQ
The bot can also add information that is not in the FAQ
Regular Product Improvements, Listens to Feedback
What do you like best about the product?
There is a vast variety of features and customization options, and I have seen lots of feedback from clients applied in the software updates that are released regularly. Lots of events are available for free through the web to connect with the company, and support has been relatively quick to respond to any issue I've raised with them.
What do you dislike about the product?
There are still some features that have been widely requested or are considered base in other suites that have not yet been implemented by Zendesk. Because the server is hosted by zendesk, reporting is obtuse even when using their tool and direct database calls cannot be made through explore, making the report building process much more complex than if the data was stored by the company itself. The self service training seems to be undergoing more improvements than the original iteration, but still lacks a lot of content that would be nice to see. Most of the information needs to be found through the support center and forums, and there can be some circular searching to find which article has exactly what you need.
What problems is the product solving and how is that benefiting you?
We are using Zendesk Support Suite to run the entire Customer Experience department of our E-commerce business, for tickets, sales, and our customer help center. We are hoping to continue to utilize it more to automate some of our issues, but navigating the transition from chat to messaging and chatbot is tricky due to limited options for educating our customers
contacted the Zendesk support team as I had an issue with one of our settings
What do you like best about the product?
I contacted the Zendesk support team as I had an issue with one of our settings related to the way the tickets are visible to us.
The Zendesk auto Bot tried to assist but non of the visible parameters the Bot offered fit my issue.
I asked for more support and in less than 24 hours one of the Zendesk team members contacted and answered in a professional way and helped me to fix the issue I had.
The Zendesk auto Bot tried to assist but non of the visible parameters the Bot offered fit my issue.
I asked for more support and in less than 24 hours one of the Zendesk team members contacted and answered in a professional way and helped me to fix the issue I had.
What do you dislike about the product?
Nothing,
The auto Bot tried to answer, but once it didn't answer, a real team member helped me and suggested a solution that helped to fix the issue I had. Currently, I am satisfied
The auto Bot tried to answer, but once it didn't answer, a real team member helped me and suggested a solution that helped to fix the issue I had. Currently, I am satisfied
What problems is the product solving and how is that benefiting you?
I changed a parameter in the Zenndesk and Gmail integration, in the way it looks in the actual ticket. The link the team member sent me helped to see the relevant info to change the parameter.
It's user friendly, clean and very straight forward
What do you like best about the product?
The main interface of the response screen and how we can integrate internal tools to check client details. the tagging and manual ticket creation is super easy.
What do you dislike about the product?
long wait time for support, I think we need more human on chat and a little faster response would be great! You need to have more people around as the support industry needs quick address of issues
What problems is the product solving and how is that benefiting you?
It is making people's lives easy, I feel the access to make changes should be more accessible and it could be more like helpshift where in making changes isn't a big deal
Easy to setup and preset with the most user-friendly settings!
What do you like best about the product?
The forwarding setup to the Zendesk support email was very straightforward and simple. Clients receive a ticket confirming we have received their request.
What do you dislike about the product?
There is some tweaking to do with triggers if you dont want to get spammed with email every time a ticket is received and then assigned to you as well. However setting the trigger is easy once you get the hang of it.
What problems is the product solving and how is that benefiting you?
The issue that internal users will always physically visit helpdesk and interrupt tasks being completed by the IT team. We are able to focus on other work better now.
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