Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Great Helpdesk support system!
What do you like best about the product?
Zendesk is a very efficient program that is easy to use. Zendesk has a live chat option that makes it easy for customers to communicate with the help desk staff about computer/ technology issues.
What do you dislike about the product?
I was told by the staff that the program is kind of expensive. While I was using the program, everything seems to work fine. Improvements would be having a good system in place for email alerts.
What problems is the product solving and how is that benefiting you?
Zendesk helps our company solve technology issues in a timely manner for the business processes not to get interrupted. The business performance has increased because there are fewer interruptions.
A relationship of love and hate
What do you like best about the product?
I started using zendesk when setting up a customer service team for my company. I never used a tool like this before and the good thing is that Zedendesk has a lot of user manuals in order to set it up.
It is quite easy to set tags and custom made options.
Perfect tool for small teams
It is quite easy to set tags and custom made options.
Perfect tool for small teams
What do you dislike about the product?
When your team grows, the bill increases exponentially because you will find out that you need more services from zendesk. At the end, you keep upgrading and upgrading the tool.
What problems is the product solving and how is that benefiting you?
phone calls
Complaing management
Knowledge center
Chat
Complaing management
Knowledge center
Chat
Recommendations to others considering the product:
map your processes well
Perfect tool for customer communication
What do you like best about the product?
It's easy to use and set up. You can customize your instance to fit your support needs. The reporting piece, Zendesk Explore, is excellent. You can create custom dashboards and scheduled reports to keep track of goals.
What do you dislike about the product?
Zendesk used to have excellent customer support if you ever needed help with backend stuff. Recently, they removed the option to submit a support ticket and replaced it with a chatbot. It's a big step backward in customer support.
What problems is the product solving and how is that benefiting you?
With the out of the box setup, we were able to reduce customer wait time by triaging tickets to the correct teams quickly. The ability to track Customer Satisfaction scores helps managers with quality control.
Effective solution with an effective team!
What do you like best about the product?
The solution has all the must-have features, and the structure effectively ensures the customers and the team can be satisfied.
With the integrations we could nails the last steps.
With the integrations we could nails the last steps.
What do you dislike about the product?
Only minor things like the impossibility to BCC emails or forward to someone in the organization but not working on ZD; the alternative is to create a new ticket.
What problems is the product solving and how is that benefiting you?
It is easier to monitor the tickets volume and tickets distribution.
Calls and Chats are easier to receive and handle.
The browser remains more clean thanks to the structure.
Calls and Chats are easier to receive and handle.
The browser remains more clean thanks to the structure.
Recommendations to others considering the product:
Use a product from a professional and not a cheap alternative. Zendesk is the pro one!
Best email and chat support
What do you like best about the product?
Zendesk offers one platform for creating tickets, handling emails and live chats.
What do you dislike about the product?
It is a bit confusing to pull different complex reports.
What problems is the product solving and how is that benefiting you?
Zendesk is being used to support customers' issues live and non-live.
The omnichannel software with the most reach on the market
What do you like best about the product?
Zendesk allows me an immediate response and an efficient service; it is easy to use and very practical, it will enable me to maintain continuous and clear communication with customers and to save that information.
What do you dislike about the product?
The employee must fill out many things manually; the ticket creation process should be more agile. The views are limited and not very configurable. I obtained better reports from the views than from the insights part.
What problems is the product solving and how is that benefiting you?
As a graphic designer fulfilling the role of developer, I have used this tool in companies where I have worked as well as in solutions for clients. Given the price-quality of the tool, I recommend it as a good solution.
A wonderfull platform at your young adult stage
What do you like best about the product?
The product Support is awesome, no one can beat Zendesk. The integration between the products is easy and helps a lot in our work. The webhooks allow us to go beyond the platform and make the solution scalable.
What do you dislike about the product?
When we're talking about Zendesk Explore, I missed being supported well and the product has a lot of issues. Sync data problems, when I edit a query and it is already in a dashboard, I need to edit this dashboard to update the report there, etc.
What problems is the product solving and how is that benefiting you?
Customer Service in different countries. Allowed us to create a Support department and, in some cases, helped us to increase the customer satisfaction and the response time.
Zendesk is a great tool
What do you like best about the product?
The ability to merge tickets and keep the ticket in one tool for easy tracking and customers can quickly contact us via chat.
What do you dislike about the product?
It only gives me 24 hrs before the ticket closes since maybe I need to reopen it or merge it with a new contact/ticket.
What problems is the product solving and how is that benefiting you?
I worked in a fraud security team, and we received a lot of contacts from our customers, and we needed a tool that will enable us to collect all the tickets in one place. And to be able to answer customer inquiries in a timely fashion.
Robust Support Tool for Tech
What do you like best about the product?
The flexibility of ZenDesk has been extremely beneficial to our support and product teams. The fact that we can write macros to save time, communicate and collaborate internally, and close the feedback loop all in one tool is fantastic!
What do you dislike about the product?
I'm not sure I have any major complaints with this software!
What problems is the product solving and how is that benefiting you?
ZenDesk serves as our customer support ticket system, our Knowledge Base, and our bug ticket creator (integrated with Jira).
Great software and service
What do you like best about the product?
My team is able to monitor and prioritize tickets and calls. My managers are able to edit fields to assist us in tracking issues, which is critical for compliance and training.
When we need support, I find Zendesk agents are always willing to assist so we can get on with the task of providing outstanding support to the platforms we support.
When we need support, I find Zendesk agents are always willing to assist so we can get on with the task of providing outstanding support to the platforms we support.
What do you dislike about the product?
I do believe explore is a bit limited as far as gathering data we need, however, I find reaching out to ZD support for assistance fixes that. They are able to guide me to the correct workarounds or fields to get the formation I personally need.
What problems is the product solving and how is that benefiting you?
My agents can work on multiple tickets at the same time, organize queues so nothing is left behind/forgotten, and enables us to identify urgency when needed. This allows us to tackle any deficiencies easily.
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