Zendesk Suite
ZendeskExternal reviews
6,659 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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.
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.
Zendesk Customer Support Friendly and Solution Oriented
What do you like best about the product?
The chat feature is a lot easier than a phone call
What do you dislike about the product?
Sometimes it takes a while to get an answer
What problems is the product solving and how is that benefiting you?
It's giving me an easy way to contact support and find a solution without lengthy phone call wait times and language barrier issues.
wuegfh;wufh'whf'oweif
What do you like best about the product?
Zendesk allows us to tag every ticket so we can better track ongoing issues and/or customer compliments!
What do you dislike about the product?
I wish there were better notifications, especially with internal notes as a follower on tickets.
What problems is the product solving and how is that benefiting you?
It's helping us track ongoing issues our customers are facing so we can create solutions on our platform.
Simply the best!
What do you like best about the product?
Easily manage your tickets without feeling overwhelmed. Organize your views to see exactly what you are looking for. I love the ability to see tickets from a specific user via user profile.
What do you dislike about the product?
The only thing I don't like the most is the search. Sometimes it's hard to organize to see what I'm looking for. Theres not really a way to narrow it down to make finding it simpler.
What problems is the product solving and how is that benefiting you?
We recent;y took on a nother company under our umbrella and it makes it very simple to manage both in a separate instance. So I don't lose track of what each company needs.
Great Support
What do you like best about the product?
Love the ease of use and the way we are able to use other plugins to enhance the features provided already.
What do you dislike about the product?
Things like assignment engines based on fields should be there by default.
What problems is the product solving and how is that benefiting you?
It's helping us build a better customer experience by ensuring engineers are performing in the most streamlined manner.
Zendesk enables us to give a higgh guality customer service, and an efficient internal performance
What do you like best about the product?
The personnlisation of my workflow, the fonctions in all domain : support, knowledge base, chat. The frequent updates, and the reactivity of the customer services
What do you dislike about the product?
i don't remember, i found solutions for all case
What problems is the product solving and how is that benefiting you?
we have a lot of canal : phone, chat ticket, intern question, ZD allow us a centralization of all case, and precise dashboard
showing 891 - 900