Zendesk Suite
ZendeskExternal reviews
6,541 reviews
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Easy to use and comprehensive!
What do you like best about the product?
A lot of customization opportunities that allow us to make the best use of the software. Internal reporting capabilities are also really helpful.
What do you dislike about the product?
Some of the menus/admin center options are confusing and not intuitive - i.e. having to go back and forth from the "Fields" and "Forms" menus to make changes to a Ticket Form.
What problems is the product solving and how is that benefiting you?
We are able to better track interactions with participants and know which staff member spoke to whom, and the result of the interaction. Enables better continuity across teams.
On balance the better platform for support
What do you like best about the product?
Easy to navigate and good UI. You always feel in control.
What do you dislike about the product?
Would like to receive App notifications for web form submissions via API. Missing at the moment.
What problems is the product solving and how is that benefiting you?
Quicker turnaround and client satisfaction
Recommendations to others considering the product:
Give it a try!
Zendesk has been my choice for suport CRM for years now
What do you like best about the product?
I know there are knowlegable support staff as well as a great community for getting help and ideas about how best to use this stofware
What do you dislike about the product?
I don't llke how email fowarding into ZD works. wish it were more robust
What problems is the product solving and how is that benefiting you?
Respoinding to user issues, and the ease of creating an online kb
Great product and great support!
What do you like best about the product?
Zendesk may be a little more expensive than some of the other options, but lots of integrations and the interface is clean and intuitive. I've done test trials with many of the other support ticket systems, but sticking with Zendesk.
What do you dislike about the product?
The cost is a little higher than some other options, but you get what you pay. Some setting options are not as flexible or configurable as we think we may like, but it makes sense to use them as they were intended.
What problems is the product solving and how is that benefiting you?
We are able to service our customers better and more timely using Zendesk. Some things get lost in email, so it's definitely easier to have one place to keep track of and manage customer issues. It's also great to be able to easily assign tickets to the necessary person or party.
Account owner change- Quick and prompt reply
What do you like best about the product?
So quick action and resolved sooner. Replying via email for the ticket. Metrics.Hiring platform questions and issues.
What do you dislike about the product?
Suspensions tickets: The regular ticket email has an automatic reply then it goes to suspensions.
What problems is the product solving and how is that benefiting you?
Hiring platform questions and issues.Easy way of resolving end-user problems.yes.yes.
Zendesk has helped streamline our Support
What do you like best about the product?
I like that all of the tickets are in one easy to manage place, and that I can review past tickets from a customer easily.
What do you dislike about the product?
I wish that it had a better customer management system or database.
What problems is the product solving and how is that benefiting you?
We have implemeted the bot and adding articles to our knowledge base customers can get an answer without having to reach out to an agent. Macros save agents time when replying to common questions.
WOW. This support team is incredible
What do you like best about the product?
Sean was INCREDIBLE in fixing my issue in a very fast turnaround time. Thank you so much for all the help!
What do you dislike about the product?
Honestly I want native dark mode and new alerts for tickets added to views. I have to use browser extensions for this and prefer native functionality.
What problems is the product solving and how is that benefiting you?
I actually have none. The nature of the beast is that we all get busy and can't sit in a support chat all day. I was able to check in with Sean as I had time and bandwidth, and it felt seamless and awesome. Thank you
Recommendations to others considering the product:
Super easy to use and helps manage tickets so well!
Zendesk Chat Support
What do you like best about the product?
Once I found the chat feature that took me to a live agent it was great. The agent was very helpful and resolved my issue.
What do you dislike about the product?
It took me a while after going through the bot to get to a live agent. The bot was challenging.
What problems is the product solving and how is that benefiting you?
Zendesk has moved some of its features. Therefore, I have had to search to locate where I need to go. It is getting easier to use the longer I use it.
Recommendations to others considering the product:
It took a while to find the help feature to chat with an agent. Also, alot of areas have been moved. I don't recall receiving any information showing all these changes. I feel I waste alot of time trying to read articles to resolve my issue.
Zendesk has postive impact on customer service
What do you like best about the product?
Zendesk chat is simple to use. Makes answering customer queries quick and efficient. Going between chats and our epos system is straightforward and our team enjoying using it.
What do you dislike about the product?
We haven't really discovered any negatives about using it. In the one time, we needed support, our issue was dealt with quickly and efficiently.
What problems is the product solving and how is that benefiting you?
Offering the chat feature as a way of communicating with customers are sped up more basic questions such as order progress and stock levels.
Zendesk
What do you like best about the product?
The technology itself and the new products that are being rolled out to improve customer experience
What do you dislike about the product?
That the analytics /reporting data is very limited if you are not in the higher plans. We were part of the original users of Zendesk and the reporting suite offered before was very good but when we were offered to upgrade our plan to the current plans, we lost our reporting suite.
What problems is the product solving and how is that benefiting you?
Zendesk is our main customer service tool and all the customer communication data are located in a central tool.
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