Zendesk Suite
ZendeskExternal reviews
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Easy tracking of support
What do you like best about the product?
Easy to track support tickets, view internal and external dialogue, and look up any prior evidence stored within the tool.
What do you dislike about the product?
I sometimes find it difficult to tell whether my internal dialogue is strictly internal or if it is potentially being sent externally as well.
What problems is the product solving and how is that benefiting you?
Easily tracking our customers support issues as well as our internal support tracking as well. The biggest benefit is being able to login and see the clear status of the item and what communication has occurred.
Love working with Zendesk, works effortlessly.
What do you like best about the product?
I love that everything I need to make my job easier is right in the Zendesk Suite. It makes everything so much easier and effortless. I've never really had any issues with the interface or using it in general. Simplifies the communication process is working with other employees.
What do you dislike about the product?
For what I use the suite for, I don't have much to complain about. Not to say this product has no flaws or hiccups, but I haven't come across many that I need to complain about.
What problems is the product solving and how is that benefiting you?
I use Zendesk to solve support tickets for our products. Customers will contact us, and when it is after hours, it will create a ticket with Zendesk. It creates a trouble-free, as much as can be, work space. It allows for more accessible communication, especially when someone may need to take over someone else's tickets. The tickets can easily be transferred to one another or attended to without any trouble.
Efficient,speedy but needs minor improvements
What do you like best about the product?
1. Automatically saves incomplete drafts for later follow-ups
2. Swift redaction tool for removal of sensitive information
3. Throughout usage lifespan, no crash experienced.
4. Instant notification on errors
5. Instant save with no delays
2. Swift redaction tool for removal of sensitive information
3. Throughout usage lifespan, no crash experienced.
4. Instant notification on errors
5. Instant save with no delays
What do you dislike about the product?
1. On rare occasions (once in months) mouse cursor disappears, requiring a restart
What problems is the product solving and how is that benefiting you?
Problems solving:
1. Able to communicate with clients swiftly
2. Maintain a communication log for reference
Benefits:
1. Resolve client inquires via ZD with immediate response
1. Able to communicate with clients swiftly
2. Maintain a communication log for reference
Benefits:
1. Resolve client inquires via ZD with immediate response
Recommendations to others considering the product:
Most effective and customizable CRM system used till date, hghly recommended.
Great product in it's category
What do you like best about the product?
Awesome navigation features.
Easy UI
Easy tracking of one's work
Notifications are shown upfront
Searching and sorting features are great
Pretty much everything that you desire is all in one place.
Easy UI
Easy tracking of one's work
Notifications are shown upfront
Searching and sorting features are great
Pretty much everything that you desire is all in one place.
What do you dislike about the product?
Not much to dislike as the product provides almost all the required features. Compared to other competitors in the market it may lack a feature or two, but everything else is great.
What problems is the product solving and how is that benefiting you?
Tracking tickets is super easy while using zendesk, the benefits include less overhead for the person to manually track all the activities, multiple views and features make tracking easier than ever.
Superb support
What do you like best about the product?
Zendesk has helped a lot of customers with their issue. It's very organized and structured. This is very useful for my remote job tracking down issues from the customers! It's very easy to use.
What do you dislike about the product?
It's a bit expensive but overall it is worth it.
What problems is the product solving and how is that benefiting you?
Problems that are being solved is with customer support and tech support. This helps us resolve issues in a timely manner and keep track of issues.
Great CRM software with excellent features
What do you like best about the product?
What i like the most about the Zendesk Support suite is that it is effortless to use, great GUI where I can see the 360 views of the customer, and is very intuitive. You can learn it with minimal training investment and figure out the flow quickly. Customer information, contact preferences, all the frequently used and most used items are in one place.
What do you dislike about the product?
There is not much that I dislike about Zensdesk Support Suite, maybe fewer clicks to get to different workflow navigations; however, that may impact the easy-to-use functionality, So I will not change anything if that is the case.
What problems is the product solving and how is that benefiting you?
The biggest issue was to be connected to the customers, making sure their questions were answered; if there were any issues, those were resolved. Mainly to be constantly connected, with Zendesk Support suite, this issue is resolved, and we have complete tracking last conversations with the customers along with the certainty that we can provide the best service to them that is feasible.
Very Reliable Tool to Help Manage Our Customer Base
What do you like best about the product?
It is a very easy-to-use tool for our entire team with great features and functionality. The overall workflow is clean and very simple to navigate. Very responsive with little to no lag-time in data loads.
What do you dislike about the product?
Wish we were not required to re-login several times per day. I understand their security objectives, but it sometimes glitches out and forces a longer path to login than should be necessary.
What problems is the product solving and how is that benefiting you?
We use this tool as our primary platform for customer support both offline and on our website using the Chat platform. ZEndeks helps us better support our customers while creating auditable data for reference and overall record management.
Recommendations to others considering the product:
We have tested most of the tools out there and highly recommend Zendesk.
Good for small businesses, not as you scale
What do you like best about the product?
The UI is user friendly for the internal team- it is easy to tell who is working what tickets and to navigate the platform. The help center is easy to stand up, and useful to customers.
What do you dislike about the product?
The worst thing about Zendesk is the reporting- their Explore tool is incredibly over complicated and not easy to manipulate, and more often than not after I pull a query, it can't return the data because it is too big. When I contact their support and ask for help, I'm told to export all my ticket data and break it down further from there in excel. Additionally, the email format on the customer side can look confusing, and isn't very clean.
What problems is the product solving and how is that benefiting you?
We utilize for basic customer support, inbound email, voice, chat and their help center page. In terms of an all in one solution it does provide everything we need, but it lacks a lot of customization.
Zendesk Support Suite review
What do you like best about the product?
We like that Zendesk has compiled all our customer support channels into one. It's so much easier now to see the customer profile and if she's reached out to us before. I also love that I can see her order information as I'm responding to her ticket.
What do you dislike about the product?
Integration was a little complicated. There are so many options that it was a little overwhelming at first. Once you're in it though, everything makes sense and it's easy. There's just a little learning curve in order to adjust.
What problems is the product solving and how is that benefiting you?
We are streamlining all CS support channels into one hub so no customer complaints, questions or comments get missed. We are also able to reply to the customer from any location and be able to pull up her order info and customer profile. The live chat has also been very helpful during our promotional periods.
Best client support ticket management suite with automation
What do you like best about the product?
Easily integrate with a multitude of touchpoints in one interface. You are able to easily set up triggers and automations for ticket management and has web API for integration with your own apps.
What do you dislike about the product?
It's more expensive than competitors but justified by the functionality and availability of 3rd party apps in the suite.
What problems is the product solving and how is that benefiting you?
Zendesk has enabled us to integrate with our own app and integrate chat for our clients. We have benefitted from its myriad of reporting features which enables better staff planning and faster query resoltuion.
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