Zendesk Suite
ZendeskExternal reviews
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Help with Zendesk Spam
What do you like best about the product?
We applied our problem about spam emails to Zendesk Support chat. The operator Celyne answered after 4 minutes. She requested additional information about our issue and said that the ticket will be pending until we provide full info. We sent the requested information and immediately got the solution to our problem.
What do you dislike about the product?
Everything was fine, there is nothing to dislike.
What problems is the product solving and how is that benefiting you?
We are a support centre for mobile games. Players apply to us with their issues or questions about the game. They can write to us via email, from the game or on Facebook and all their messages will appear in Zendesk. It is very helpful to have them all in one place!
The best all-in-one ticketing Support software available
What do you like best about the product?
I've used Zendesk for 5+ years as an agent, admin, and manager and have never had a significant complaint. The UI is easy to onboard new agents to, the workflows are easy to build and manage, and Zendesk truly is a one-stop-shop that can integrate with any support channel you need - email support, phone support, SMS, live chat, FAQ pages, and can integrate with social media or custom integrations. Also has a robust app store for any other functionality you might need. Zendesk's own help center and support team are great as well, never had any trouble getting support if I had a question or issue I was running into
What do you dislike about the product?
Not too many honestly. The software is easy to use as both an agent and an admin. some minor things that have annoyed me over the years - limits on the number of views, the auto-closing of tickets after a certain amount of time making them unable to be edited, and the archiving of old tickets making them difficult to find in a search come to mind. However, all of these issues I've found can be worked around easily with a bit of research and refactoring of workflows or help from the Zendesk Support team
What problems is the product solving and how is that benefiting you?
As an agent, Zendesk makes it very easy to keep track of tickets over multiple channels. Building a help center/FAQ page through Zendesk is also fairly simple and provides a good way to deflect new tickets. Comparing Zendesk to other tools I've used, I specifically love the fact that a single ticket can easily be handled over any channel and that the UI was quick to learn.
As an admin/manager, Zendesk makes it very easy to adapt to changes in our business quickly. If we want to add a new support channel, such as a web widget, it's very easy and simple to add to a website, for example. My current company builds phone apps, each of which may need separate support channels, and Zendesk is great at allowing us to create separate "environments" for each app, each with its own specific emails, phone numbers, web widgets, chat, etc. that are fully separate from any other app's channels.
Overall it makes scaling up our Support offering simple
As an admin/manager, Zendesk makes it very easy to adapt to changes in our business quickly. If we want to add a new support channel, such as a web widget, it's very easy and simple to add to a website, for example. My current company builds phone apps, each of which may need separate support channels, and Zendesk is great at allowing us to create separate "environments" for each app, each with its own specific emails, phone numbers, web widgets, chat, etc. that are fully separate from any other app's channels.
Overall it makes scaling up our Support offering simple
Emails Not Received
What do you like best about the product?
I liked how the help desk agent responded promptly, detected the issue and found a resolution.
What do you dislike about the product?
I have no issues with the Zendesk Support Suite.
What problems is the product solving and how is that benefiting you?
How to restore suspended emails.
Great product that helps us help our customers
What do you like best about the product?
I like the ease of use of Zendesk. The layout is easy to pick up.
What do you dislike about the product?
Some of the more advanced options take some time to understand how to implement.
What problems is the product solving and how is that benefiting you?
Customer issue tracking and follow ups, as well as tracking response and resolution times.
Zendesk Rocks
What do you like best about the product?
Easy to use and navigate. Ease of the search feature to find tickets. Bringing on new agents is very simple and showing them how to use the software is a breeze.
When I switched jobs, I specifically searched for companies using Zendesk so I wouldn't have to switch! Also, the customer support for Zendesk is beyond amazing and they always go above and beyond to assist!
When I switched jobs, I specifically searched for companies using Zendesk so I wouldn't have to switch! Also, the customer support for Zendesk is beyond amazing and they always go above and beyond to assist!
What do you dislike about the product?
No way to pin important notes to the top of the ticket.
What problems is the product solving and how is that benefiting you?
We are a company that works with hearing impaired so written communication is key. We use Zendesk to track all questions and troubleshooting rather than emails. Much easier to find and track issues!
Recommendations to others considering the product:
Make the switch! You won't regret it!
Friendly site
What do you like best about the product?
Voicemails can be read automatically, whenever someone drops a voicemail you have the option to hear and read it.
What do you dislike about the product?
Have to merge tickets manually, sometimes looking into all tickets can be a waste of time.
What problems is the product solving and how is that benefiting you?
Customer Service - Client tickets
Recommendations to others considering the product:
NA
I'm proud to say that our company uses Zendesk as our support tool! Really powerful platform!
What do you like best about the product?
I like the that you can integrate with a large number of apps. This is fastening our processes and we don't have to leave the platform to be able to create an issue on Jira for our tech team, for example. :)
What do you dislike about the product?
Sometimes we need to refresh the page to see an update from a client on a ticket, but nothing major. It would be nice if there is like a pop-up message from the widget. The option for automatic chat opening is not very handy.
What problems is the product solving and how is that benefiting you?
We have multiple brands, and now we can have all conversations in one place. Each brand has its own Help Centar, support email address, etc. We can keep track from the platform of all technical issues we reported to our tech team. This was a game-changer for us when we switched to Zendesk.
Recommendations to others considering the product:
When set up properly, Zendesk is the best software for supporting your clients :)
ZenDesk is the perfect HelpDesk
What do you like best about the product?
The software is easily customizable to my needs.
What do you dislike about the product?
Some of my use cases do not have solutions, but the team will develop them in time.
What problems is the product solving and how is that benefiting you?
Getting my customers support fast. The HelpCenter allows my customers self-service help before they enter my ticketing queue. If they need to submit a ticket, Zendesk keeps everything organized so we can deliver exceptional customer service.
Customer success
What do you like best about the product?
Zendesk Support, Zendesk Guide, Explore, chat, Sunshine Conversations
What do you dislike about the product?
Pricing, Child ticket via side conversation and there other limitations as well.
What problems is the product solving and how is that benefiting you?
Zendesk to Salesforce, Chatbot, Slack Alerts, What's app Integration, social media integration is more beneficial for us
Recommendations to others considering the product:
While creating child tickets via side conversation, all the parent ticket fields are to be populated
Solved tickets with email app
What do you like best about the product?
Efficiency. At first, the system told me someone would get back to me within 1-2 days, only to see Jongun get back to me within 2 minutes!!
What do you dislike about the product?
All went well. Jongun was extremely helpful.
What problems is the product solving and how is that benefiting you?
Zendesk Optimizationto serve my customers well.
Now I know I can get quick help instead of when we used to use emails.
Now I know I can get quick help instead of when we used to use emails.
Recommendations to others considering the product:
It is fun using Zendesk if you can do your research based on what you want from the Zendesk community and Help.
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