Zendesk Suite
ZendeskExternal reviews
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Best tool for customer support!
What do you like best about the product?
It is by far the best I've used when it comes to assisting customers via email. It is completely optimized for all departments to see and communicate internally.
What do you dislike about the product?
The fact that it has a learning curve since not everybody is techy enough to understand how to use it right away. There are not enough articles that explain its exact usage. You'll just get used to it when you used it quite often.
What problems is the product solving and how is that benefiting you?
It's solving the issue with internal communication and also helping support to easily find solutions to an inquiry because everything is searchable in Zendesk. You'll find solutions to a recent inquiry from the customers from an old ticket.
Why Zendesk Support Suite is so useful!
What do you like best about the product?
There is a massive array of tools to use with Zendesk support
There is also great reporting and transparency with other agents and how you perform alongside them
There is also great reporting and transparency with other agents and how you perform alongside them
What do you dislike about the product?
I dislike very little in this tool, it is a great away to handle incoming queries and it also supports it's intergrations very well
What problems is the product solving and how is that benefiting you?
The majority of our inbound queries come through zendesk; they can range from admin level to member level queries,
We can use tags and automation to differentiate between the two
We can use tags and automation to differentiate between the two
Recommendations to others considering the product:
Great way for ticket and query management for any company
Best agent interface and user experience of any platform
What do you like best about the product?
The platform is the very best for ticket management. Easy to use and train mew starters to utilise. Would not go past it for a business requiring ticketing/service requests to be tracked.
What do you dislike about the product?
Ability to track number of tickets per agent in a easy access view was removed. Can still be done just takes longer and isn't visible in the apps section anymore.
What problems is the product solving and how is that benefiting you?
Zendesk allows businesses to track their customers/employee's requests and auto-prioritises them too! Leading to a quicker and more intelligent service experience.
Super Easy and saves lots of time!
What do you like best about the product?
How easy is it to see all tickets, and how organized it is. It saves you lots of time on the day as things are very manageable.
What do you dislike about the product?
As of now I don't have any complaines as I do love how the software works!
What problems is the product solving and how is that benefiting you?
All client's requests go through it. So it's easier to manage it all and gives excellent visibility to everyone of what's happening.
Director of Success
What do you like best about the product?
Easy to use and great support from their team. Great pricing for SME's and always innovating their products
What do you dislike about the product?
The chat feature could use a little more features on top of more social support options as it's pretty limited.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite covers all the essential needs of any support center with minimal software adds-on needed or third-party options. We realized the huge benefit of having all our options under one piece of software was the best way to do things.
Simple Customer Service Tool
What do you like best about the product?
Zendesk support suite is the best tool to handle all the customer service queries in an organized manner. Zendesk also creates the profile based on different departments in the organization, and later, we can generate the reports to track the productivity of the individuals and team.
What do you dislike about the product?
Reporting features needs more customization in Zendesk.
What problems is the product solving and how is that benefiting you?
Through Zendesk, we are answering and resolving all the queries of our client's customers.
Very good and efficient customer support software
What do you like best about the product?
One of the things that I like very much about the Zendesk support suite is that I can quickly handle all customer tickets. The separation between open tickets, pending ones, etc., is very much useful for me. Also, I am able to keep a tab about all the history of tickets between a customer.
What do you dislike about the product?
As of now, I do not have any significant dislike. The pricing of the software seems to be on the higher side, but all other things feature-wise are good and up to my liking.
What problems is the product solving and how is that benefiting you?
The history of tickets is a very useful option for my team and me. I am able to know what the earlier issues were and what solution we provided. Also, knowledge sharing is quite easy here
Recommendations to others considering the product:
Very good purchase that one can make. All the features are up to market standard
Excellent
What do you like best about the product?
The tool is super easy to use, very user friendly. The features are useful, used on a daily basis.
What do you dislike about the product?
Nothing that I could think of, it's great!
What problems is the product solving and how is that benefiting you?
With Tymeshift I can monitor my agents' performance, look at the statuses, who is online, what ticket are they on, etc.
Zendesk: How we help!
What do you like best about the product?
Zendesk is a great help desk solution. If you have different departments within your organization, you can create a view for each branch of your team. I really like that Zendesk allows you to assign tickets (incoming emails) to the specific experts within your organization.
What do you dislike about the product?
The only thing that can be challenging at times is the reporting feature. It can be a little difficult to pull a report for exactly what you are looking for. Zendesk recently released a new feature "Explore Dashboard" so I am hoping this will help with reporting. The other thing that I do not like, which is honestly a personal preference, is that the email correspondence is reversed from the standard email back and forth. The oldest is on the bottom, newest is on the top.
What problems is the product solving and how is that benefiting you?
Zendesk is how we assist our clients and customers. We use Zendesk to communicate directly with them for day-to-day business needs. One of the problems we are solving with Zendesk is that now we can see all of the request/issues that come in. Instead of a direct email that only goes to one person. We also use Zendesk to store all of our help articles. Zendesk gives you full control over the style and layout of your articles. You can also set the status of your article and decide when you want to publish the article.
Recommendations to others considering the product:
Zendesk offers a wide range of features that can help you help your clients. From the admin side of things, Zendesk allows you to quickly view new or pending requests, and see the current workload for your team. Zendeask also gives you the option to set a status on a ticket - Open, Pending, or Solved. You can use this feature to plan out your day, and easily keep track of the things that still need attention. Zendesk also offers a live chat that you can embed on your site. This is a great way to interact efficiently to assist your clients and customers.
LOVE LOVE Zendesk
What do you like best about the product?
I love that it keeps everything in one place. We can chat via text messaging, send documents, and email all within a secure portal.
What do you dislike about the product?
Clients that need to receive documents via email must create a log in to view them. This can be a roadblock for many end users.
What problems is the product solving and how is that benefiting you?
We use Zendesk for everything customer service. It is my life line that allows me to function at a high level.
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