Zendesk Suite
ZendeskExternal reviews
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It's amazing platform
What do you like best about the product?
I like the way they understand the needs of their customers.
What do you dislike about the product?
Customer support needs some changes and everything is fine
What problems is the product solving and how is that benefiting you?
Chat phone email all in one place
Zendesk for Customer Support
What do you like best about the product?
Easy navigation, intuitive interface, fast and efficient.
What do you dislike about the product?
Searching functionality could be more comprehensive
What problems is the product solving and how is that benefiting you?
Provides an easy and efficient communication platform for Customers and CS
A comprehensive customer support platform designed for all kinda business models.
What do you like best about the product?
The best thing about Zendesk support suite is its flexibility, versatality, Multi channel support , Its reporting and analytics tools
User friendly and easy to categorize the tickets /issues based on priority
It allows easy linking between other applications and makes it smooth to slide over multiple platforms
User friendly and easy to categorize the tickets /issues based on priority
It allows easy linking between other applications and makes it smooth to slide over multiple platforms
What do you dislike about the product?
Some downsides can be at times the platform interface can be overwhelming and navigation becomes difficult at first but otherwise a great and useful application
What problems is the product solving and how is that benefiting you?
All kinda severity issues from customers is logged in through Zendesk that makes it quick to act upon and resolve their problems with clear explanation and less hassle.
Great tools
What do you like best about the product?
Zendesk had become a great partner for my daily task in our organization. It is convenient to use and not too technical. This also has a lot of features that are very useful for daily communication.
What do you dislike about the product?
We may need support on how to easily do automation and how to integrate it into other systems or tools that we use every day. I hope that we can easily get access to support team.
What problems is the product solving and how is that benefiting you?
Zendesk provides a lot of options for us to communicate with our customers. To mention a few; phone calls and live chats. We're also able to create notes internally.
Fantastic for small, customer-facing teams
What do you like best about the product?
Easy administration. Voice recordings embedded in tickets. Mobile device support. Okta authentication. Canned dashboards. Stellar training platform. Excellent SMEs working @ Zendesk.
What do you dislike about the product?
Licenses can be costly. Adapting this for ITSM seems like it may be overwhelming. Reporting is a chore with any ticketing tool, so maybe they can incorporate some of that GPT-4 magic and have AI create reports/dashboards for us?
What problems is the product solving and how is that benefiting you?
We moved our agents off our internal VoIP solution and onto ZD Talk. This removed all the hurdles of dealing with the on-prem suite of tools + dealing with 3rd party support. The dashboards also give us great visualizaiton for data pertaining to calls & tickets.
Great Help Desk software
What do you like best about the product?
Best help desk tool to organize, manage and keep all the emails under one place for the same issue
its an internal and external great tool
its an internal and external great tool
What do you dislike about the product?
Not multi tasking, so its takes time
Not very secure
Not very secure
What problems is the product solving and how is that benefiting you?
Tickets from and to customers
Zendesk Support Suite
What do you like best about the product?
Zendesk is user-friendly. It was the very first customer service software that I used and I did not have a hard time navigating. I tried emails and chats, and it was very helpful that it opens a new tab.
What do you dislike about the product?
What I dislike about Zendesk is the interface for the canned responses. Sometimes, it appears disorganized and I couldn't seem to easily find the one I was supposed to use.
What problems is the product solving and how is that benefiting you?
Zendesk is quite helpful in providing excellent customer service when it comes to chats and SMS. The live chat option can be opened in a separate tab and it easy to use.
Easy to Learn and Manage
What do you like best about the product?
Ability to create and easily use response templates. Customer contact management is reasonably straight forward. Integrates well with email so your customers can reply via email.
What do you dislike about the product?
Some of the submit choices could be more intuitive. The search function doesn't seem as powerful as it could be. Doesn't pick up on duplicate contacts very easily.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is solving the problem of customer inquiry management. Many of our customers have a contact within our organization, but at a certain point they 'graduate' to ongoing support, which utilizes Zendesk to communicate with customers and solve their incoming tickets.
A Brilliant CRM and Support Powerhouse With a Wide Range of Usages From Ticketing to Analytics
What do you like best about the product?
There are many great things about Zendesk Support Suite that I used throughout more than one year of my career experience.
Firstly, I like the simplicity of the software design. It is easier to navigate around, including views and groups. Those features are valuable for particular users to navigate around Zendesk Suite.
Secondly, the additional administration features allow users to manage Zendesk Support Suite in more advanced ways, including managing the permissions of particular users.
Thirdly, Zendesk Support Suite has multiple options to utilize integrations and additional features to help locate tickets more efficiently (for my business and operations purposes).
In short, because of its versatility, a powerful design and usability for users of all levels, Zendesk Support Suite makes a "powerhouse" (as the title suggests!)
Firstly, I like the simplicity of the software design. It is easier to navigate around, including views and groups. Those features are valuable for particular users to navigate around Zendesk Suite.
Secondly, the additional administration features allow users to manage Zendesk Support Suite in more advanced ways, including managing the permissions of particular users.
Thirdly, Zendesk Support Suite has multiple options to utilize integrations and additional features to help locate tickets more efficiently (for my business and operations purposes).
In short, because of its versatility, a powerful design and usability for users of all levels, Zendesk Support Suite makes a "powerhouse" (as the title suggests!)
What do you dislike about the product?
Some downsides of Zendesk include limited and complicated features, including:
- Automation rules that are not well explained or well thought out, such as executing triggers set for particular period of time;
- Limited number of search queries that prevents users from locating a particular ticket easily;
- Lack of advanced features, such as Regex (i.e. to easily locate a particular ticket) and limited trigger features that can be improved;
From the tell of the information provided, it is the series of implementation and improvements that should be taken into consideration to make Zendesk better in some areas.
- Automation rules that are not well explained or well thought out, such as executing triggers set for particular period of time;
- Limited number of search queries that prevents users from locating a particular ticket easily;
- Lack of advanced features, such as Regex (i.e. to easily locate a particular ticket) and limited trigger features that can be improved;
From the tell of the information provided, it is the series of implementation and improvements that should be taken into consideration to make Zendesk better in some areas.
What problems is the product solving and how is that benefiting you?
Few instances that Zendesk Support Suite solves include:
- Having to locate conversations for particular subject/topic (i.e. technical issues related to the department of my company);
- Sluggish operational process needed to complete particular tasks, including auto-sending letters and managing particular tickets;
That benefits me and many other members of the organization I am in. Some positive impacts include:
- Efficiently locate and solve tickets;
- Greater ease of use when it comes to solving issues;
- Better access to tickets without much strain;
- Therefore, tickets are solved quickly and smoothly!
- Having to locate conversations for particular subject/topic (i.e. technical issues related to the department of my company);
- Sluggish operational process needed to complete particular tasks, including auto-sending letters and managing particular tickets;
That benefits me and many other members of the organization I am in. Some positive impacts include:
- Efficiently locate and solve tickets;
- Greater ease of use when it comes to solving issues;
- Better access to tickets without much strain;
- Therefore, tickets are solved quickly and smoothly!
Very good Experience with ZenDesk so far!
What do you like best about the product?
Zend Desk is user-friendly and flexible to adapt to your business needs. It is powerful in offering great options to customize things to your requirement. Trigger and Automation are so far the most powerful tool. I also, love the explore Reporting and Analytical tools. Better than all the other services available in the market.
What do you dislike about the product?
Some basic stuff is missing which I am surprised to know that the ZenDesk product team has been working on adding for years. Lookup relationship fields missing from Explore, Not being able to add missing fields to the closed tickets. No Rich text option when you set up notifications through automation, No audit logs or stats are available on the explore for notifications sent through the automation.
What problems is the product solving and how is that benefiting you?
Zendesk Support helped in solving many issues. A few noticeable are helping to edit Email Templates, help in adding post functions in Jira to change adding internal notes in ZenDesk etc.
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