Zendesk Suite
ZendeskExternal reviews
6,655 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Zendesk Support helped out with a config change I could not accomplish myself
What do you like best about the product?
Zendesk agent Sarah gave me directions to self-service. After realizing that we had SSO and that it prevented me from accomplishing the self-service change myself, she made the configuration adjustment herself. This was an unexpected perk (I was going in with low expectations).
What do you dislike about the product?
All good this time; nothing to dislike...
What problems is the product solving and how is that benefiting you?
They were able to make the configuration adjustment from their end (Zendesk's end) to make me a Chat admin. SSO prevented us from self-servicing.
An All-in-one Tool
What do you like best about the product?
Zendesk Suite has a lot of great features. Macros, triggers, and grouped views are the most helpful for my Support team. From a management perspective, Zendesk Explore offers detailed reports, though it is a bit challenging and overwhelming to use at first and takes time to get the criteria set as desired.
What do you dislike about the product?
The out-of-the-box Help Center is very basic. It would be nice to have published help articles that are not indexed to all customers for beta testing features, without requiring end users to create log-ins. It would also be great for individual Support Agents to have access to the tickets they receive CSATs on. This information is difficult to pull and keep track of.
What problems is the product solving and how is that benefiting you?
We use it for Support, Chat, Explore, and Guide (mainly), so it is solving many of our Support needs. The most significant change recently was our move back to Zendesk Guide for our Help Center, and this allows more people to be involved in managing our help center and keeping it up to date.
Help with automation of ticket assignments
What do you like best about the product?
The number of resources shared and the detail, the ability to go back and forth with the agent to get more tailored information.
What do you dislike about the product?
Sometimes the response is not instantaneous or might not lead to the answer needed.
What problems is the product solving and how is that benefiting you?
Issues related to automating ticket assignments and specific analysis using Explore.
excellente Platform
What do you like best about the product?
the factthat this platform provide so many options for us to work with
What do you dislike about the product?
sometimes there is somethings that are hard to understand or get used to
What problems is the product solving and how is that benefiting you?
it is helping us work with customers easily , and give them the help they need in a record time
good customer service platform
What do you like best about the product?
the fact that we can solve many issues in a record timing, which make our job much easier
What do you dislike about the product?
the new update is a bit hard to get the hang of it , plus sometimes we have multiple crashdowns
What problems is the product solving and how is that benefiting you?
easy customer service via chats , easy email access and organized problem solving
Zendesk
What do you like best about the product?
The ability to manage customer support in one platform
What do you dislike about the product?
Some integrations are not available yet, multichannel integrations require integrations with 3rd party paid services
What problems is the product solving and how is that benefiting you?
Ability to have multiple support agents work together within one software platform with ease of understanding where things stand, with less meetings between team members
Definitely awesome experience! Very easy to navigate and understand, such a great tool!
What do you like best about the product?
The most helpful in Zendesk is its easy-to-navigate tool.
What do you dislike about the product?
Sometimes, Zendesk tends to load slowly, but it eventually works just fine.
What problems is the product solving and how is that benefiting you?
Sometimes, some icons are missing and Zendesk support has always been helpful and it really benefits the business.
A convenient tool
What do you like best about the product?
It is an all in one tool that can be easily accessed by users.
What do you dislike about the product?
Sometimes it has its downside, like often times, it shows a blank screen .
What problems is the product solving and how is that benefiting you?
It is an application that stores everything including the past messages or calls, so it is easier to access.
Good Customer Support
What do you like best about the product?
the easy customer suppport , and direct chat with them that make it easy to help them while browsing for answers
What do you dislike about the product?
the new update is a bit hard to get used to it since evrything is in one dashboard
What problems is the product solving and how is that benefiting you?
it is easy way to solve customer complaints and treat emails in an organised way and keep tracks of it
excellent customer service
What do you like best about the product?
easy to interact with customers and partners and get reviews and feedbacks about our product and services
What do you dislike about the product?
the fact that the new update is all in one dashboard, even though we got used to the old one
What problems is the product solving and how is that benefiting you?
easy customer management , and we can treat complaints easily and get to know their feedbacks
showing 641 - 650