Zendesk Suite
ZendeskExternal reviews
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A well balanced, full bodied help desk solution as well as fantastic knowledgebase platform.
What do you like best about the product?
Zendesk provides an easy user experience
What do you dislike about the product?
Admin tasks are a bit of a learning curve
What problems is the product solving and how is that benefiting you?
Previously there was no true helpdesk suite available to the company, and users were walking up to IT personnel which is not how to do business. With Zendesk in place, we have been able to offer department-specific options for support tickets and detailed how-to articles in the knowledge base. The walk-ups are no more, and education has been improved.
Review of Support Suite
What do you like best about the product?
One single workspace that provides me the ability to provide an excellent customer experience. I like that I can have Chat, Phone, SMS, and Social all in one area. I know this makes us more efficient. I also like that they do continuious improvements.
What do you dislike about the product?
Pricing can get a little steep, especially for smaller companies and start-ups. Overall, it's a great product.
What problems is the product solving and how is that benefiting you?
Mostly just problem tickets. They can range from issues with products, deliveries, order #'s. The integrations are especially helpful. The agents don't even have to leave Zendesk to respond to Order numbers through Shopify or Channel Reply.
Great support with full resolution of my problem
What do you like best about the product?
easy to reach, quick response to my messages, great troubleshooting, issue fully resolved
What do you dislike about the product?
Due to the time difference (US and Germany), it sometimes wasn't possible to directly chat to someone
What problems is the product solving and how is that benefiting you?
Zendesk Talk feature, better Dashboard in Explore and setting up business hours
SIMPLE AND EFFICIENT
What do you like best about the product?
I like the integration of the services from chat to email to phone.
What do you dislike about the product?
Their support sometimes drags things out a bit longer than it needs to take.
What problems is the product solving and how is that benefiting you?
We are solving customer interactions on phone, email, text.
Great tool for my ADHD brain
What do you like best about the product?
I have always had problems with keeping things organized, would regularly forget important parts to projects/leads until it was nearly too late (or already too late sometimes.) ZenDesk has helped me stay on top of multiple sales leads without missing a beat.
What do you dislike about the product?
My biggest complaint is that for a new user, the workflow isn't necessarily intuitive and the "how-to" videos are a bit thin on actual "how-to" content.
What problems is the product solving and how is that benefiting you?
Using Zendesk to help manage leads and deals for my sales position
Reliable communication platform
What do you like best about the product?
Ease of use, has all communication methods our team needs in one view
What do you dislike about the product?
Can be difficult to search through past tickets sometimes due to the volume of tickets
What problems is the product solving and how is that benefiting you?
Various customer platform questions, how-to questions, troubleshooting software integrations
Zendesk Streamlines Customer Chat Response
What do you like best about the product?
I work for a nonprofit with people who work across several departments (and have varying knowledge bases), but all inquires come through a single chat stream. Zendesk allows us to assign chat tickets to the correct employees easily. This helps us ensure we don't miss a chat and respond promptly and with good information!
What do you dislike about the product?
It can become somewhat expensive to get licenses for all the employees we want helping with chat.
What problems is the product solving and how is that benefiting you?
Zendesk cuts down on email clutter by keeping all chat correspondence in one place. It also helps us ensure we don't miss any chats (we can even track follow-up by marking a conversation as open, pending, or solved).
Error adjustment
What do you like best about the product?
Quick easy and reliable. 24 hour service
What do you dislike about the product?
Difficult to come into contact with Live agent
What problems is the product solving and how is that benefiting you?
Outbound email issue
Zendesk - makes everything easier
What do you like best about the product?
Zendesk is very user-friendly, it is organized and convenient. I love the knowledge base part. That has saved our employees so much time and helped us to keep things consistent. Everything we need at our fingertips, and the many available extensions with other programs we use, are beneficial.
What do you dislike about the product?
We wish the reporting feature were easier to use; we need various reporting options it can be cumbersome. I also wish you could choose the tickets not to close out entirely for a longer time frame.
What problems is the product solving and how is that benefiting you?
We run an entire customer service operation with many agents. A customer can call, and it does not matter who answers the phone or gets the email; everyone can see all correspondence. It is extremely helpful for solving bulk tickets and searching tickets by topic or keyword. The tags are great for organizing deeper and allowing following, saves time typically wasted going to talk to others. Now others can follow and provide feedback. Having the knowledge base with the answers at our fingertips is so very convenient.
Zendesk - My Support Solution
What do you like best about the product?
The Zendesk platform can cover all of the Customer Service bases with the email platform, live chat, and the knowledge base. These features could be individual solutions, but Zendesk makes it easy to keep all the information together. Creating macros that then become knowledge base articles makes keeping customers up to date extremely easy.
What do you dislike about the product?
I would enjoy having different subscription levels in the same account, so one agent can be on a basic plan while a more experienced user can have the full team account.
What problems is the product solving and how is that benefiting you?
With Zendesk, we can collect the negative feedback and make tags to determine what's reoccurring and fix it in the manufacturing process.
Recommendations to others considering the product:
The upgrade allows you to connect the Shopify store with the plug-in application. For that feature alone, the upgrading pricing is worth it. If you're not using the account because you're the business owner, you can have your admin become the owner and you can get removed to reduce the pricing.
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