Zendesk Suite
ZendeskExternal reviews
6,655 reviews
from
and
External reviews are not included in the AWS star rating for the product.
An Amazing CRM Tool compacting dozens of features all in one place
What do you like best about the product?
How easy it is to organize and manage incoming tickets from all channels and the ability to set intelligent triggers that will quickly identify the type of ticket, whether its an issue , quire ...etc
What do you dislike about the product?
The fact is that when an update hits, they sometimes change the way how a particular function gets executed, so we need to get used to the new method.
What problems is the product solving and how is that benefiting you?
Organization, before zendesk, we used to rely on multiple apps to meet our demands like a dedicated ticketing system and a dedicated live chat system, but with zendesk you get all of that and more in one place
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.
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
It took longer than expected but it was solved. Incoming chats and client´s reply´s had no sound.
What do you like best about the product?
It´s easy to reach support and the chat was shortly accepted by one agent.
What do you dislike about the product?
That it took sometime to solve the issue. I was asked to try another browser (where I do not have my credentials and that I do not use).
What problems is the product solving and how is that benefiting you?
I never had any problems before so I am not sure what problems they solve. I really like that there is a chat that is easy to reach.
Fantastic CRM with loads of optional customizations that count
What do you like best about the product?
Zendesk finds the balance between pushing me toward industry CX best practices, and permitting custom configuration and policy control. I like how the different levels allowed us to get started and grow our configuration with our business needs. Stability and dependability have been fantastic, with industry-leading incident status monitoring and notifications. Talk phone solution is very stable with fantastic reporting insights when there is an issue. 10x better than other solutions I have used in the past. Apps are a good way to extend extra features to people so thanks for doing that.
What do you dislike about the product?
Explore dashboard configuration and filters are vexing. Sometimes there are design limitations or features that are zombies with no future. Asking support or product about them doesn't yield much in the way of results as you get pushed to a blackhole product forum. Oh well, I suppose that's the nature of product management to some extent. Proactive tickets, linking tickets, JIRA application limitations are some that come to mind.
What problems is the product solving and how is that benefiting you?
We needed a way to ensure inbound tickets were assignable and actionable, with SLA and topic reporting data. Zendesk achieves this for us in spades along with all of the organization and customer CRM needed to deliver great customer experiences. I like that the suite gives us an all in one integrated platform where we can use what's there or build on top of as we go. For example, we use the default CSAT and support page with few customizations and that's fine, but in other areas, like triggers and custom fields, we have done lots to make it ours.
Great all-around platform for customer service
What do you like best about the product?
Combining multiple channels into a single product has been made simple and the interface is easy to use. This allows agents to field requests in a manner that best suits the end user.
What do you dislike about the product?
In order to split emails into multiple tickets requires use of 3rd party plugins. Also not a fan of the new layout that seems to be chat oriented, does not reverse sort which is important for email support correspondence.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite allows us to aggregate support requests in a single location, while still enabling the ability to leverage email, phone, and chat mediums.
Fast, reliable service
What do you like best about the product?
I like the fast response from the chatbot and agents and the articles that they link me to.
What do you dislike about the product?
There are quite a lot of articles so it can be confusing figuring out which one will give me the information that I'm after.
What problems is the product solving and how is that benefiting you?
It makes it easier for my team to all respond to customer enquiries and give great service
showing 731 - 740