Zendesk Suite
ZendeskExternal reviews
6,538 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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.
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
showing 1,411 - 1,420