Zendesk Suite
ZendeskExternal reviews
6,522 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Zendesk is an easy to use flexible support tool
What do you like best about the product?
It's flexible in what you can do but simple enough to just use from the start point.
What do you dislike about the product?
That some obvious features require the expensive Enterprise level to access.
What problems is the product solving and how is that benefiting you?
Keeping track of outstanding support issues and sharing the load.
Zendesk makes life a little easier
What do you like best about the product?
Having triggers and automations to support our workflow.
What do you dislike about the product?
Lacks some features, occasionally can be slow to implement new requests from the community
What problems is the product solving and how is that benefiting you?
With the correct configuration we have our tickets go to the most appropriate agents to service those requests.
Easy to use application is great for small business
What do you like best about the product?
I love having access to the application on my phone, which allows me to give proper attention to our support channels no matter where I am. There are many help articles for setting up triggers, macros, or automations. These articles and tutorials allow me to find exactly what I need in the moment rather than waiting on a response from a Zendesk team member. Use of macros drastically speeds up response times in tickets. There are customizations for almost anything you could think of to make it work for your company. I lalso ike the reporting features and the explorer capabilities for showing trends and tracking events.
What do you dislike about the product?
The one feature I wish the app had would be the ability to combine tickets from the app. It appears this is only available on the desktop web app. As an admin, I prefer to keep my tickets organized so that there are no duplicate responses and I can glance at total unsolved tickets. One other thing that I have noticed is that past a certain period of time, tickets will automatically be archived, which makes it nearly impossible to quickly see a quarterly or Annual report of all categories or tickets in general. There is a way to export these, but this takes away from the streamlined approach. It also adds additional time to reformat outside of Zendesk. It is not ideal for long-term tracking at all.
I am recently having problems with many users responding to the automation they have received and claiming they are not getting the personal email replies. I am not sure why an inbox would treat them differently. It appears personal replies are going to spam or junk folders while the automation is going to the inbox.
I am recently having problems with many users responding to the automation they have received and claiming they are not getting the personal email replies. I am not sure why an inbox would treat them differently. It appears personal replies are going to spam or junk folders while the automation is going to the inbox.
What problems is the product solving and how is that benefiting you?
We solve customer complaints of disconnections of our service as well as questions about how the service works. Many people don't quite understand how a firewall and VPN service works. Using the help desk feature we are able to quickly direct potential customers to answers and examples for how all of our technology works. We have multiple avenues to contact our company, and Zendesk helps organize them to the right place so that the customer receives the appropriate response. Triaging inquiries and support questions are managed well through Zendesk.
Recommendations to others considering the product:
Zendesk is very easy to set up and execute quickly. Managing a support team with this software is very efficient.
Zendesk Support Professional Contact Center
What do you like best about the product?
multi-channel communication, user integration
What do you dislike about the product?
channel setup, admin center settings, forms
What problems is the product solving and how is that benefiting you?
contact center requests, user support, help center
Benefits: omni-channel communication, can track users across all platforms
Benefits: omni-channel communication, can track users across all platforms
Perfect for support
What do you like best about the product?
It’s the perfect way to be able to access all your customers and all their needs.
What do you dislike about the product?
It could use a little more specifics to find appropriate custimers
What problems is the product solving and how is that benefiting you?
I use it to reach my customers via email to help them with whatever if is they need.
Recommendations to others considering the product:
It's worth giving a try.
An advanced system to manage customer support
What do you like best about the product?
Zendesk is able to organize the tickets in a manner that it makes it very easy for agents to understand which tickets they should be looking into. Customizable Views are a great option.
What do you dislike about the product?
It's very hard to see the ticket content as the view is pretty small, this is a big issue when you are using Zendesk on laptops and small monitors.
Making Views panel able collapse and expand. Also when collapsed show easily understandable icons to navigate will help.
Making Views panel able collapse and expand. Also when collapsed show easily understandable icons to navigate will help.
What problems is the product solving and how is that benefiting you?
Technical inquiries, general user inquires.
Knowledge base is a great benefit for the agents and clients. Well maintained Knowledge base will improve the user experience for both the Agents and Clients.
Knowledge base is a great benefit for the agents and clients. Well maintained Knowledge base will improve the user experience for both the Agents and Clients.
Helpdesk helped me
What do you like best about the product?
the easy way our employees can open help desk tickets
What do you dislike about the product?
We don't have any issues right now with the suite.
What problems is the product solving and how is that benefiting you?
Our employees can open tickets.
Zendesk Admin Experience
What do you like best about the product?
Easy way to keep all opened tickets in one view as agents are working on them.
Easily lay out work and then get to it.
Chat support is great. Whether it's sales or tech they know their stuff.
Easily lay out work and then get to it.
Chat support is great. Whether it's sales or tech they know their stuff.
What do you dislike about the product?
Sometimes, it is difficult to change some settings for admins.
What problems is the product solving and how is that benefiting you?
Ticket tracking.
Emails can be difficult to note when a task is closed but with Zendesk, we can easily keep an eye on all stages.
Emails can be difficult to note when a task is closed but with Zendesk, we can easily keep an eye on all stages.
Well rounded offering
What do you like best about the product?
Immaculate look and full of features, very easy to learn.
What do you dislike about the product?
A couple of features missing that I'd like to see, but trivial really.
What problems is the product solving and how is that benefiting you?
Previous clunky UI's make accessing support a pain for agents and end users alike. Zendesk has the simplicity and functionality to appeal to all users.
Recommendations to others considering the product:
Take the free trial and see how it adapts to your needs. Support is only a live chat away too!
Great Choice for Small to Medium Sized Businesses
What do you like best about the product?
The best thing about Zendesk is that it's very user-friendly. You can easily train others in it's use and also fully customize it for your business.
What do you dislike about the product?
Some of the features are hard to find. But, once you do find them, they are easy to use and maneuver through.
What problems is the product solving and how is that benefiting you?
It is an excellent tool for providing email customer support to customers. It helps to keep customer satisfaction ratings high by promptly assisting customers whenever they have an issue.
showing 1,401 - 1,410