Zendesk Suite
ZendeskExternal reviews
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Best tool for internal and external communicatiom
What do you like best about the product?
Excellent tool for communication with clients and stakeholders..great costomization features and support.Have been using it for more than 6 years and its among the best i used till date
What do you dislike about the product?
Slow in loading and it lags when opening multiple tickets.
What problems is the product solving and how is that benefiting you?
Communication internal and external. Easy to use gui..search features are great. Secure transmission of data
Recommendations to others considering the product:
One solution for all communication and with anyone. Great support..Recommend to everyone
Very good product
What do you like best about the product?
The ticketing system has already improved our efficiency with customer support.
What do you dislike about the product?
The difficulty to configure multiple languages. It's not super clear how to do it at first.
What problems is the product solving and how is that benefiting you?
We are mainly using Macros to allow fast answers to generic problems.
Informed Service
What do you like best about the product?
The knowledge of the support person was excellent.
What do you dislike about the product?
Single view of a customer , so you can look up a customer and see all communication across tickets.
What problems is the product solving and how is that benefiting you?
Issues that we can not work out ourselves, we will access the help function to chat with an expert. They are usually quick to provide alternate solutions to our problems. Its great that you can do it instantly online and it helps us to learn new approaches the next time issues arise
Very helpful for team visibility/no duplicate work
What do you like best about the product?
My favorite thing about Zendesk was the boomerang feature. Being able to organize tickets so that pending tickets were out of sight was very helpful in determining which tickets needed action ASAP.
What do you dislike about the product?
The biggest negative for me while using Zendesk was not receiving out-of-office responses from customers since these went to the individual email and not to the team distro.
What problems is the product solving and how is that benefiting you?
Zendesk was able to help us solve the issue of multiple people working on one account. It was easy to tell when somebody was working on one ticket to avoid duplicate work.
Tons of Features
What do you like best about the product?
We really only use Zendesk for the guide capabilities, but we are aware that Zendesk can do a lot that we use for Salesforce and some of the things we do with Pendo.
What do you dislike about the product?
I dislike that the Guide element is difficult to organize without having some sort of underlying document control system (we use Paligo for now). I wish it were a little easier to navigate while writing within Zendesk itself.
What problems is the product solving and how is that benefiting you?
We use the guide portion of Zendesk because it has great integration with Paligo and can also be used with Pendo. We are restructuring our docs this year, and may step away from our Paligo/Zendesk combination, but when we adopted it, Zendesk was the best solution for integration with our existing products.
Recommendations to others considering the product:
Make sure you take a good look at all the Zendesk features! Try to utilize as many as possible for the best ROI.
#1 in Customer Support and HelpDesk
What do you like best about the product?
I like that as a sales professional with no technical skills; I can manage technical support issues with my customers with complete visibility and control. I can quarterback the relationship between CSM, Support, and Architecture at all times and pause and restart conversations all from one dashboard.
What do you dislike about the product?
The biggest downside that I've seen with Zendesk is that it's convoluted to try to find old conversations, re-open tickets and navigate a system that may hold thousands of previous threads.
What problems is the product solving and how is that benefiting you?
We use Zendesk as a customer help desk and conversation management system. We have custom roles for different teams, including CSM, Sales, and Support, so everything is routed correctly.
Ticketing done your way
What do you like best about the product?
Customization aspect without hindering the efficient layout and process of the underlying need of tool.
What do you dislike about the product?
Having all the customization does cause there to be many places for inconsistencies in use.
What problems is the product solving and how is that benefiting you?
Allows me the ability to efficiently work with my clients, record our interaction, and either closed it out or leave in a pending state to ensure a follow up at a later time.
Great way to streamline request for tech and ops help
What do you like best about the product?
I like that zendesk has automated bots that can answer people's questions and can be integrated with Slack. It is a useful way to store forms, policies, procedures all in one place that people can have access to. It saves time answering people individually. Not only that you are able to create ticket support and keep record of requests.
What do you dislike about the product?
I like the ease of zendesk, but uploading videos is hard, and it can alter your powerpoint or pdf. It may be something I need to get better at and not a zendesk issue.
What problems is the product solving and how is that benefiting you?
It is an excellent tool to streamline your help desk support.
All of your support, knowledge base, and community needs in one place
What do you like best about the product?
I love having access to resources and support all in one system. I also think from a customer (our customers, to be clear) perspective Zendesk is easy to use when they want to search, submit a ticket, or engage with other users.
What do you dislike about the product?
The primary admin has been teaching me a few things about the backend of Zendesk. I find it a bit confusing to use. It's not super intuitive on the back end to me.
I also dislike the limitations on the Community side for posting content, such as no ability to highlight words, underline, add file, etc. For our knowledge base, there are more editing options.
I also dislike the limitations on the Community side for posting content, such as no ability to highlight words, underline, add file, etc. For our knowledge base, there are more editing options.
What problems is the product solving and how is that benefiting you?
Clients need support ... when they need it. While they can submit a support ticket, someone may not be right there able to solve the ticket, so the knowledge base and community, which are available 24/7 serve as additional resources to help them in the meantime.
Recommendations to others considering the product:
Users dislike having to go to several different places to find the answers to their questions. Zendesk solves that problem by offering solutions for posting content to help them, a space for networking/community, and a decent solution for collecting and managing support tickets.
Zendesk Support Suite Uses
What do you like best about the product?
It makes it easier to manage and track tickets for follow up with customers.
What do you dislike about the product?
I honestly have nothing negative to say about Zendesk.
What problems is the product solving and how is that benefiting you?
It's great for keeping records.
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