Zendesk Suite
ZendeskExternal reviews
6,659 reviews
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The UI is really friendly and helps me to complete my day to day task in a very organized way
What do you like best about the product?
The live chat feature and the option to organise my emails in order.
What do you dislike about the product?
It would be more convienant if all the add ons's where free and inclusive of the current package.
What problems is the product solving and how is that benefiting you?
The issue is i wanted to integrate my twitter account and the support has provided the necessary steps to do so
Zendesk offers a variety of tools and ressources to optimize customers' interactions and experience
What do you like best about the product?
After some initial training an admin is able to configure Zendesk to a company's needs. It only requires programming skills for complex set-ups. Lots of apps are available in the marketplace to customize it to your needs.
What do you dislike about the product?
We wanted to integrate several customer service teams in one Zendesk instance. The usage of Zendesk brands helped us to distinguish the workload for each team but we cannot separate requests by brand so that they are invisible to the other teams. We are expecting a more advanced role model for access rights.
What problems is the product solving and how is that benefiting you?
- providing a history of all customer interactions
- replacing a simple email tool
- adding information from CRM systems
- increasing customer service agents' efficiency
- reducing resolution times and backlogs
- replacing a simple email tool
- adding information from CRM systems
- increasing customer service agents' efficiency
- reducing resolution times and backlogs
So far, so good!
What do you like best about the product?
The ease of use, the native functionality and the support pages.
What do you dislike about the product?
There is still room for improvement, especially in Zendesk Sell. Zendesk Sell needs more automation and trigger functionality.
What problems is the product solving and how is that benefiting you?
Communicating with our customers effectively and efficiently. Resolving issues in a faster manner.
Smooth UI, helpful support staff
What do you like best about the product?
The UI is smooth, and the accommodating support staff quickly resolved our issues. We have been exploring the features of the application and have found beneficial use cases of the features.
What do you dislike about the product?
The Reporting system's basic plan is very buggy, and its data is highly unreliable. The graphs should, at least, be editable by way of type (bar graph to line graph, etc.).
What problems is the product solving and how is that benefiting you?
We can track our requests in the form of tickets now. There is proper documentation of issues and requests that are received by the team every day. The SLA management feature is quite helpful.
Great service and useful tool
What do you like best about the product?
The tool is much simpler than other support ticket services I have used. Macros allow me to work faster and more productively.
What do you dislike about the product?
Errors are often unclear and unhelpful. I would rather have more elaborate error messages.
What problems is the product solving and how is that benefiting you?
Zendesk allows my organization to handle a lot of support tickets in an organized manner and macros allow us to do so more quickly.
Adding Services
What do you like best about the product?
Ticketing and ease of use. We have written some custom scripts
What do you dislike about the product?
Adding new services and getting a refund
What problems is the product solving and how is that benefiting you?
ticketing
Support regarding JIRA integration
What do you like best about the product?
The assigned agent was very precise with their replies and was able to share the exact article that resolved the issue at hand. This helps a lot in saving our time by looking for ways and avenues to solve the current issue at hand.
What do you dislike about the product?
The only thing that I disliked about the support experience was that it wasn't instantaneous. The agent was taking a lot of time to reach back which kept the whole process of getting a resolution paused at times.
What problems is the product solving and how is that benefiting you?
Daily day-to-day operations are made very easy wherever and whenever we are stuck at any given point. Along with the article recommendations, the articles themselves are written in a way that there is not too much effort required in terms of understanding the same.
helpful
What do you like best about the product?
the support team very helpful, and they responded quickly and effectively
What do you dislike about the product?
there's nothing bad at all, it's easy to use
What problems is the product solving and how is that benefiting you?
maybe the SLA if it's faster it will be great
Customer Support for new brand
What do you like best about the product?
Really smooth learning curve with tons of online documentation in Spanish and responsive Account Managers. A tool that you can configure on the fly and DIY - no need for being a techie.
What do you dislike about the product?
When requesting support from Sales Dptm, better contacting your KAM instead of trying on the chat. On the architectural side, I'd like to add the same fields to different ticket types instead of having to duplicate fields.
What problems is the product solving and how is that benefiting you?
I do like two features: 1. the Guide module and the ability to reuse the content as part of the answers at the chatbot, and 2. the add-phone line feature, so easy to deploy.
A good ticketing tool full of features
What do you like best about the product?
The ticketing system is versatile, it allows the Support Department to manage thousands of tickets, live chat implementation is excellent, and the system is stable. We love the way the system integrates via API and the speed of the API responses.
What do you dislike about the product?
Sometimes there are various glitches in ticketing, but there is nothing to stop us from doing our jobs. I don't like that via the API I cannot search for tickets in multiple groups in the same call; this would be a super helpful feature for us and would lower the number of API calls we are doing each day!
What problems is the product solving and how is that benefiting you?
We implemented a complete wrapper against zendesk that our customers use to raise tickets. We have also implemented live chat and a wrapper against the help center. Overall, we heavily rely on zendesk support suite for our day-to-day activities.
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