Zendesk Suite
ZendeskExternal reviews
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Great ticketing software
What do you like best about the product?
Easy to use and navigate for internal users/agents, especially if deployed well by a Zendesk Administrator. It is very useful if deployed with other third-party apps depending on your company's application/needs. It makes it easy for agents to interact to end-users via email, chat, even phone support. It can work with other tools like Jira and Zopim which makes ticketing and issue-traking really easy.
What do you dislike about the product?
It is buggy sometimes, and if it lags so much when many apps are integrated. Keyboard shortcuts preset also tends to be confusing unless you configure it manually for yourself or all users. While navigating is easy, depending on your Administrator's implementation, having or creating Views can sometimes be a not-so-pleasant experience to navigate and achieve. There are also cases where you cannot undo an action especially if you have sent a wrong information to an end user and you cannot convert it back or delete it.
What problems is the product solving and how is that benefiting you?
Zendesk is a good ticketing solution, especially for companies where the queueing system is a must. There are other options, but Zendesk is the most trusted and widely used by many companies worldwide and I have known a lot of major companies using Zendesk as their ticketing and management system. Everyone in the organization - from agent-level employees to managers and implementors - can benefit a lot with how an organization can customize Zendesk into the organization needs.
Recommendations to others considering the product:
Have a great Zendesk Administrator and/or Implementation specialist to seamlessly integrate all other tools in this software
Great tool for customer service management
What do you like best about the product?
What I like the most about Zendesk is how easy to use the platform is. Agents don't need extensive onboarding to learn the platform as it is very intuitive. Message from customers can be attended in an organized manner.
What do you dislike about the product?
I've been using Zendesk for over a year now and have not had any issues with the platform so far. There's nothing I dislike about it as it helps me be more productive and attend to my customers requests in a fast way.
What problems is the product solving and how is that benefiting you?
I'm solving primarily customer support issues. By paying for the support suite I have a vas array of products that also help me analyze and report on the customer support metrics.
Recommendations to others considering the product:
Make sure you get acquainted with all the available plans to find the one that fits your needs and your company's needs the best.
A game-changing support system
What do you like best about the product?
I love Zendesk's simplicity and available integrations. The software is very easy to navigate and user-friendly. The ability to use macros is also a huge bonus.
What do you dislike about the product?
The layout of Zendesk was confusing at first. It was definitely something to get used to when coming from Salesforce. I definitely recommend taking a look at an intro tutorial that way you know how to navigate. However, it's super easy to learn and remember after a couple uses.
What problems is the product solving and how is that benefiting you?
We are solving customer tickets via email, phone, and text. The benefits are amazing. We can literally connect with our customers in whatever method they're most comfortable with.
Zendesk, the easier and the most flexible support api
What do you like best about the product?
How easy it is to customise it, create new forms, new automation, conditions, so good!
What do you dislike about the product?
It can't be a bit rigid when it comes to Explores and reporting
What problems is the product solving and how is that benefiting you?
Customer support, we use it for customer support to offer ppl the best experience ever.
Phikos Review
What do you like best about the product?
that it's always fast when first opened doesn't lag and having all systems in one place
What do you dislike about the product?
that it needs you to log back in or other system start to glitch when on calls this can be bothersome
What problems is the product solving and how is that benefiting you?
customer queries i have all the tools i need to solve every call on there
Zendesk Review
What do you like best about the product?
Zendesk is an amazing tool to use for work as it provides all the informations that is needed in regards to the customer contact that you encounter omn a daily basis. I also get to use our knowledge base, which is where we access information that assists with resolving customer's issues, within Zendesk, and this saves a lot time as it minimises me jumping from one app to next.
What do you dislike about the product?
Sometimes Zendesk will have a problem connecting to the available network, and you find that it becomes slow and takes a while for a ticket to load up so you can start working on it and filling up all the required information before you can close up the ticket. The delay causes one to have multiple tickets open, especially when we experience a high call volume where you forget what some contacts were in regards to. Another issue that I do not appreciate from Zendesk is that some tickets do not close when you are closing them. The tickets will give an error message that you can't submit the ticket as solved as it is being updated; this takes time as you have to fill out the triforce once again before proceeding to submit the ticket as solved again.
What problems is the product solving and how is that benefiting you?
Zendesk is one of the main tools we use for solving customer issues. It is where we provide the reason for the customer contact and what we did, and which process was used in resolving the customer-related issue. Zendesk has the option to access Knowledge base while you still logged into Zendesk, this helps as it minimizes opening other apps to find the relevant article to help the customer. In addition, Zendesk offers macros that are already ready for you to use. Should you need to send an email to the customer to follow up or gain more information, this is helpful as you type in the keyword and automatically get macros relating to the keyword. You can review the macro before actually using it.
Recommendations to others considering the product:
Zendesk is a fantastic solution for any business. It helps get the job done effectively, and it saves a lot of time as you can access a lot within the app without having to change between apps to resolve customer queries.
Such a wonderful tool!
What do you like best about the product?
Zendesk is such an amazing tool to work with, it is easy to use, straight forward way to manage support tickets as well as follow up on issues. The search feature in particular helps to get answers on certain issues so quickly I use it almost daily!!
What do you dislike about the product?
I honestly love Zendesk and haven't found any cons that I can think of off the top of my head - really great tool!!
What problems is the product solving and how is that benefiting you?
Answers to quick or complicated questions from clients that I can easily search Zendesk for a potential client who has already experienced the same!
Zendesk
What do you like best about the product?
Easy to communicate with customers and to filter your bucket
What do you dislike about the product?
There are many tabs that sometimes is confusing
What problems is the product solving and how is that benefiting you?
Helping customers with any kind of concern
Recommendations to others considering the product:
It is an excellent tool to fast communication.
It is an intuitive platform that has strived to evolve more and more
What do you like best about the product?
The control that our leading team can have of the work carried out by their advisers
What do you dislike about the product?
That even the administrators who work with large volumes of agents, we must do a lot of manual things
What problems is the product solving and how is that benefiting you?
Real-time reporting and management of advisers' working times
Recommendations to others considering the product:
Fully recommended
Excellent customer support and management tool for businesses
What do you like best about the product?
The best think about zendesk that i like is that it is not fraphic intensive and loads up very fast on the laptop/mobile phone. Also the it is very user friendly and uou can get the hamg of it within a day.
What do you dislike about the product?
The thing I dislike about the suite is that sometimes, when I am working for extender hours on the suite, it starts lagging a lot. I then have to restart the suite to fix this issue.
What problems is the product solving and how is that benefiting you?
I have been resolving the issues that users of our app face and they raise to us within the Zendesk help suite. As of now, our motive is to reduce the first response to the user to within 2 hours.
Recommendations to others considering the product:
Great piece of software, go for it.
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