Zendesk Suite
ZendeskExternal reviews
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Zendesk.cx
What do you like best about the product?
It has the greatest features that make the software exciting and user-friendly. The most informative software thus far , you have access to most of the tools within your work-related issues.
What do you dislike about the product?
When you solve a ticket, some of them bounce back and come back as open with all the information on the quid force gone. This is time-consuming. It will really help if this is resolved ASAP.
What problems is the product solving and how is that benefiting you?
Customer service-related queries and the great stuff is that Knowledge base is at the tip of my hands all features are included on Zendesk which make life so much easier when getting a call and resolving the issue promptly.
Recommendations to others considering the product:
If you would like to see your company prosper because your employees have the tools of what it takes to make it a success then Zendesk is your software for office use.
One of the best CRM tools I've worked with.
What do you like best about the product?
Zendesk is super helpful for tracking and pulling customer profiles and past interactions. Furthermore, it helps save tme on each interaction as all necessary tools are available on the same screen.
What do you dislike about the product?
The customer's account may not be readily available if the customer has not updated their info through their personal/ customer account, leading to an outdated profile being selected but can easily be rectified as links lead to related account with the correct info.
What problems is the product solving and how is that benefiting you?
The benefits are that it helps locate and bring up customer and shopper profiles quicker and helps connect to other tools all on one screen and the same interaction.
Easy and Organized
What do you like best about the product?
I love how easy Zendesk makes customer service. They have canned responses and everything is so organized. You can assign certain tickets to certain employees and also filter certain keywords so they are marked more urgent.
What do you dislike about the product?
Sometimes the emails we send out to customers go to their junk mail - which isn't necessarily Zendesk's fault but we have customers saying they never got responses.
What problems is the product solving and how is that benefiting you?
Everything is much more organized for us. Before Zendesk, we were working with email only and no customer service platform which became very messy. It's so much easier to have everything in one place also and any of the customer service reps can see the history of certain customers and emails.
1 year Zendesk review
What do you like best about the product?
I like that I can capture A customer's information quickly, and sometimes it auto-populates the data if it's an existing customer. it also works well with Instacart and okta admin Softwares
What do you dislike about the product?
Sometime's it doesn't populate tickets on Zendesk, and when you're saving a ticket, it automatically brings it back empty without the information filled in, which makes it a bit hard to solve a ticket, especially if you're queuing
What problems is the product solving and how is that benefiting you?
I am sending follow-up emails after solving a customer's issue and documenting the interaction or what was happening on the call or any transfers or voice recordings of calls.
Recommendations to others considering the product:
easy and efficient, quick to navigate and understand, documentation and call recordings are available
Zendesk Review
What do you like best about the product?
Easy navigation and simple design on the platform
What do you dislike about the product?
The merging tickets option because they don't get responses sometimes
What problems is the product solving and how is that benefiting you?
Customer support inquiries. Easy becasue it is email for them and simple ticket for us.
Recommendations to others considering the product:
Most popular service for customer support
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.
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