Zendesk Suite
ZendeskExternal reviews
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Great customer service.
What do you like best about the product?
They always respond quickly and try to help you. Sometimes if it spends some time, but in general everything is excellent. Also, the system is very easy to use.
What do you dislike about the product?
Sometimes they have bugs with the calls and we constantly have to clear the cache. And there is a bit of a delay when new tickets come in. But overall I have no complaints.
What problems is the product solving and how is that benefiting you?
Zendesk makes it easy for us to serve the needs of our customers. The system is very easy to use. So new agents learn fast and help our clients in the shortest possible time.
Recommendations to others considering the product:
The best option for the companies.
DSN/TRIGGER ISSUES
What do you like best about the product?
I like that I was able to chat with a knowledgeable representative and not have to call in and be stuck on the phone to solve my issues. It was also very nice for him to be able to link a lot of help articles so I could forward that info. to the person who could assist me on our side (web developer, eCommerce, etc.). My agent in particular was very sweet and patient and continued to check to make sure all issues were covered and fixed even when we thought it was solved he double-checked and found another error which was awesome to be able to fix right then and there and not have to come back at a later date and complain that it wasn't fixed in the first place.
What do you dislike about the product?
I do feel like there were often long breaks in between but it wasn't that inconvenient and there was long breaks on my side as well. Would've been nice to have an explanation in less technical terms for someone like myself who does understand some of the big technical explanations that the articles give.
What problems is the product solving and how is that benefiting you?
I had an issue with our DNS records set up, as well as an issue regarding our trigger being turned off resulting in no responses being sent out. The huge benefit is how convenient it is and all the information my rep had access to behind the scenes so I didn't have to explain much.
Zendesk nd how good it is
What do you like best about the product?
I like that I can view chat interactions and also use reporting to view the number of tickets taken, how many were closed as well as CSAT per sub case type. This provides great insight.
What do you dislike about the product?
The reports are slightly difficult to get used to creating in terms of putting in the criteria to get your results. However, once you create one, its easy to use it as a template for future reports
What problems is the product solving and how is that benefiting you?
CSAT, looking at the troublesome areas in terms of customers rating poorly for contact type and then using it to view areas to coach agents on and use it individually to find areas of opportunity.
Efficient ticketing system
What do you like best about the product?
The Support and Chat sections are easy to use
What do you dislike about the product?
The reporting tool is hard to understand
What problems is the product solving and how is that benefiting you?
Communication with clients
Documentation
Documentation
Recommendations to others considering the product:
All-in-one help desk system
Zendesk Review! Love them!
What do you like best about the product?
It's an easy to use system and helpdesk site. Customer service is great, their help desk articles are also really nicely done. Answerbot is super cool!
What do you dislike about the product?
Sometimes the articles can be lengthy and hard to follow.
What problems is the product solving and how is that benefiting you?
Education related.
Timely assistance and ownership.
What do you like best about the product?
I am learning the Zendesk background settings, and it is very intuitive. Finding self-help is easy and when I have needed further guidance, I have been assisted swiftly and effectively. There are many knowledge articles, but they will help you to find the right one for the task you are trying to complete.
What do you dislike about the product?
Some options take you from the Administration Centre to some settings still in Support, for example, user groups and roles. It keeps you looping around to get to the screen where the actual change will be done, instead of executing the change on the window you already are. This is also true for some chat/messaging options.
What problems is the product solving and how is that benefiting you?
I am unclogging some of the processes agents have been doing manually by setting up macros, triggers and automation. This is allowing us to do more with the agents we already have on board, instead of adding resources to the team. Also, we have recently enabled the chatbot feature, and it is helping to resolve easy requests, although messaging has some limitations that hopefully will be available soon.
Recommendations to others considering the product:
This is a very solid and flexible option to set up a contact center operation. I have been user on other organizations, and it is indeed a helpful resource to empower agents to deliver a great customer service.
Zendesk has been wonderful for our small business needs
What do you like best about the product?
I really like the support if I have a question - the guide section has been instrumental for our needs.
What do you dislike about the product?
It can be difficult to problem solve on your own - I find that I have to reach out to support for help, but they are always very quick to respond.
What problems is the product solving and how is that benefiting you?
Customers can troubleshoot with our Guide section. It's saved us time and resources.
Recommendations to others considering the product:
Provide more videos - if I can see it done I'm less likely to need to chat.
Technical Support Engineer
What do you like best about the product?
The customization of the options in triggering metrics into different itegration
What do you dislike about the product?
I pretty much like everything the product has to offer.
What problems is the product solving and how is that benefiting you?
being able to communicate with customers.
Jeffrey was fantastic
What do you like best about the product?
Minimal wait time, clear instructions about how to solve my issue and friendly service. I have just dealt with Jeffrey and he was fantastic!!
What do you dislike about the product?
Sometimes the wait times to speak to a real person can be long. From time to time I have come across the odd person who doesn't give clear instructions and just directs me to a link I am already looking at but need clarification/help with
What problems is the product solving and how is that benefiting you?
Sometimes the instructions online are not clear and I need clarification to sort an issue
Best Support Ticket Software I've Used in over 30 Years
What do you like best about the product?
The over all look and feel, very easy to use UI. The ability to choose between different types of automation and be able to reply with pre defined emails. Also the integration with email platforms such as Outlook.
What do you dislike about the product?
Nothing so far. The new workspace upgrade is brilliant - the things I found annoying have all been addressed in this upgrade. And we could choose when to upgrade which I've never had from a company ever!
What problems is the product solving and how is that benefiting you?
We use a contractor to manage our helpdesk function and we are 2nd tier support. We have a company of over 500 people nationwide. Zendesk allows us to manage helpdesk tickets seamlessly between ourselves , our staff and our contractor
Recommendations to others considering the product:
In New Zealand it is hard to find companies that work in our time zone, especially for support. I've not had one situation where I've not had an immediate response when logging a support call. The fact its online also allows us to work from any device from any location. I've used many systems in my time , and Zendesk ranks higher than any others.
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