Zendesk Suite
ZendeskExternal reviews
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SPAM ISSUE RESOLVED
What do you like best about the product?
THE FAST RESPONSE TO MY ISSUE. EASY MESSAGING THROUGH THE APP. THEY EMAILED ME A CONFIRMATION AND THEN A CONFIRMATION AGAIN WHEN IT WAS COMPLETE. VERY EFFICIENT
What do you dislike about the product?
THERE WASN'T ANY THING I DISLIKED ABOUT THE SUPPORT. HE WAS FAST, ANSWERED MY QUESTIONS, AND FOUND A SOLUTION VERY QUICKLY. IT'S ALL DONE WITH MESSAGING. THERE IS NO STILLING ON HOLD. YOU CAN CONTINUE TO WORK NO DISLIKES AT ALL.
What problems is the product solving and how is that benefiting you?
WE HAD A SPAM EMAIL ISSUE. IT WAS OVERWHELMING OUR OPEN TICKETS OVER THE WEEKEND. BY NOT GETTING 100'S OF SPAM EMAILS WE CAN ADDRESS OUR TICKETS MORE EFFICIENTLY.
Recommendations to others considering the product:
IT IS A FAST AND EASY WAY TO TRACK TICKETS/REQUESTS FROM YOUR CLIENTS/CUSTOMERS. EVERYTHING IS LOGGED AND YOU CAN GO BACK AND SEE CLOSED TICKETS FOR REFERENCE ALSO REOPEN OR MERGE THEM
Great Support Management Capability
What do you like best about the product?
The thing I like best about Zendesk is the various integrations it has with other software. This makes ticket management and customer support activities much easier when working remotely across many different teams.
What do you dislike about the product?
The software has a bit of a learning curve and the web interface is not very intuitive or user friendly. We use this across our company for both IT and clinical customer support tickets. It took a little longer than I would have liked for the clinical team to learn how to use this tool efficiently. I also don't like that you need to have a different level of access to a different web application to pull reports.
What problems is the product solving and how is that benefiting you?
Allows us to effectively and efficiently manage IT tickets across multiple teams and escalate tickets to different departments when necessary. It also allow us to have access to VOIP capabilities for our teams providing customer service/support from home.
Fast and efficient!
What do you like best about the product?
The agent was fast and managed to assist me and knew exactly what the issue was!
What do you dislike about the product?
That my cell provider won't send me MFA text codes (not Zendesks fault)
What problems is the product solving and how is that benefiting you?
The ones mentioned above.
Well designed UI and workflows
What do you like best about the product?
Simple UI and basic elements of managing tickets without a huge learning curve. Starting to work with Help Center and hope to increase self-service options for customers.
What do you dislike about the product?
Not much. Getting helpdesk support can sometimes be slow, but responses are usually helpful. In customizing the UI (say, for Guide/Help Center), if I make changes to code, it's hard to track what was changed and thus revert to a prior state.
What problems is the product solving and how is that benefiting you?
Customer Success! A must-have tool for managing customer interactions. Planning now for our next stage of growth where we'll need to plan for sub-linear growth in support costs, via greater automation.
Love ZD, and have used it for years.
What do you like best about the product?
ZD is easy and flexible. It makes adjusting processes or tracking data very simple.
What do you dislike about the product?
At times, their updates can come as a surprise or too frequently.
What problems is the product solving and how is that benefiting you?
It helps us track and gain insights into our support tickets.
Great Speedy Support
What do you like best about the product?
Extremely fast support times and very knowledgeable
What do you dislike about the product?
So far nothing to dislike at the moment.
What problems is the product solving and how is that benefiting you?
For the most part Ticket Support cases. Like Work Flor and how the Permissions interact in the Zendesk System. Very helpful to have support when needed.
Recommendations to others considering the product:
Its worth it, helps alot.
Definitely recommend!
What do you like best about the product?
Zendesk offers the ability to completely redesign the Help Center from the ground up, using their build-in code editor. It makes you feel like you are in control of your own Support System.
What do you dislike about the product?
I have not found a feature I dislike yet and we have tested much different Omnichannel software.
What problems is the product solving and how is that benefiting you?
I have only ever had to contact Zendesk Support for two minor issues that I have either figured out the issue myself by explaining the situation or it has been quickly resolved.
Recommendations to others considering the product:
The full suite is definitely a no-brainer. You get the whole package for a pretty decent price, whereas other companies will try and sell you different software at different rates.
very frendly
What do you like best about the product?
user interface and zendesk full fill our requirement
What do you dislike about the product?
zendesk must have developer support to get quick customistion
What problems is the product solving and how is that benefiting you?
zendesk taking care of my support ticket and chat as well as my help centre.
Zendesk is a game changer!
What do you like best about the product?
The collaboration aspect of Zendesk is the best feature, easily merging tickets, assigning tickets to others, and being able to hop on a ticket that someone else is actively working on.
What do you dislike about the product?
The thing I think everyone would benefit from more is a more built-out phone system. I know Zendesk works with Twillio now but a native phone system that doesn't rely on a thrid party would be great.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is allowing us to collect vital data on Support trends and externally and internally that we as an organization can then utilize for changes internally
Recommendations to others considering the product:
Give it a shot! Zendesk offers a free trial as well to play around, it is worth giving at least that a shot
Excellent Support Platform
What do you like best about the product?
I love the ability to customize each aspect of our ticketing and the support portal. Zendesk has allowed our team to not only stay on top of all support issues that arise but to work more cohesively as a team
What do you dislike about the product?
After using Zendesk as long as we have, the only downside I see is not being able to fully utilize the entire platform. I realize that has nothing to do with Zendesk and more to do with our team but if I have to include something I dislike, its on us and not on Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk has allowed us to standardize how the organization submits support tickets. It has also allowed for a better flow of communication to take place among our support team.
Recommendations to others considering the product:
Always document and streamline your processes before setting up Zendesk since its not the job of the platform to tell you how to do your job but rather help you to execute your job.
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