Zendesk Suite
ZendeskExternal reviews
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HOW CAN YOU NOT LOVE ZENDESK
What do you like best about the product?
I like how everything is easy to use and if you have any questions, support has the answers for you.
What do you dislike about the product?
Compared to others, Zendesk may be a little outdated. This is not something that bothers me because I like simple and straight to the point.
What problems is the product solving and how is that benefiting you?
One of our biggest issues was getting the triggers to fire correctly. After a few tries, I contacted support and was provided with screenshots on how to get them to fire correctly. I had mostly everything correct except one thing. Having the screenshots was a big help because I'm a visual learner. No better support than this.
Great way to log interactions with customers
What do you like best about the product?
Zendesk is a great way to log interactions with customers as there is a record of interactions compared to a standard mail inbox. It also allows multiple users to see tickets and to work on features as well as have private conversations in the same thread. The search feature is awesome as you might not know the ticket ID number, but as long as you know a keyword, you can quickly locate what you need. The Macro's feature is excellent and saves a lot of time on common issues.
What do you dislike about the product?
Even though there is the ability to use Zendesk "out of the box", it takes time to configure it so that it works efficiently. There are things like updating the wording on the emails that are sent out, the configuration of the macros, setting up of fields etc. This is required with any system but be prepared for it to happen.
What problems is the product solving and how is that benefiting you?
Macro's can be used to keep the wording the same on emails and prepopulate most of the data so the blanks only need to be filled in. This saves a lot of time each day for the common issues. Zendesk itself is helping to keep threads of multiple messages together for easy viewing. It also shows when replies happen and these can be flagged into different views for quickly responding to jobs.
Kind and Helpful
What do you like best about the product?
Ice was quick to respond and friendly. It made the process very smooth.
What do you dislike about the product?
Nothing. Everything was great. Troubleshooting was very straightforward.
What problems is the product solving and how is that benefiting you?
Full customer support for online student courses. It gives our clients a quick way to reach us without having to call in
Recommendations to others considering the product:
Even customer support needs customer support sometimes. The chat was quick and easy, and everything was very clear. I would definitely recommend it.
Zendesk Support Suite - Highly recommend
What do you like best about the product?
Zendesk is easy to use and tailor to your organization. It can be simple out of the box, or highly customizable depending on your needs.
What do you dislike about the product?
I honestly can't think of anything I dislike about it.
What problems is the product solving and how is that benefiting you?
We run anything technology-related in our company through Zendesk. We have multiple groups set up and are able to cross-communicate to keep lines open between different departments. Zendesk is also great at keeping documentation for previous assignments and the search function is very simple to use to find old tickets or documentation.
Recommendations to others considering the product:
Try out a trial account to get a feel for it. It is simple to use out of the box and highly customizable for those that need it.
Over 5 years with Zendesk and No Regrets
What do you like best about the product?
I think the agent features are intuitive, simple and clear. Agents need to be focused on helping the customer and ZD makes it pretty straightforward - even merging tickets and creating follow-ups are simple processes.
What do you dislike about the product?
As an admin, it absolutely drives me insane how complicated the Ticket Field and Ticket Form sections are to edit. Switching back and forth between them just to ensure you're adding the right Fields is a nuisance, and we should be able to preview.
What problems is the product solving and how is that benefiting you?
We're an app and our users are in a very sensitive place when they contact us. ZD makes it easy to keep track of user requests and users themselves, especially handy when we're working with Bad Actors who do not belong on the app.
The best tool for any E-Commerce business.
What do you like best about the product?
Zendesk allows you to filter all customer queries into organized folders and easily recognize the most time-sensitive emails.
What do you dislike about the product?
Some of the formulas/settings are difficult to understand sometimes.
What problems is the product solving and how is that benefiting you?
We are solving Customer service requirements and we have realized that Zendesk allows us to scale according to demand.
Recommendations to others considering the product:
Find a professional with experience to set-up the suite to company needs.
Making Tech Support Easier All Around
What do you like best about the product?
The ability to manage groups, triggers, and macros with as much detail as possible. Quick response from Zendesk tech support team.
What do you dislike about the product?
Not being able to unmerge tickets. Having to uncheck "Make comment public" and not being able to change this setting for a specific group, forcing that setting to apply to our entire organization. This may be dependant on the subscription my company has, but I am not sure.
What problems is the product solving and how is that benefiting you?
Tech Support Issues, Handling internal requests for real estate listings, marketing materials. The benefits are transparency and documentation. It allows our entire team to see and search requests that have come in or have been submitted in the past. We used to support these issues with a shared mailbox, which was cumbersome and prone to many issues with overlap and missing work.
Recommendations to others considering the product:
More continuity between the new Admin interface and Support portal
Quick and helpful
What do you like best about the product?
The fast and accurate communication. I was in the loop the whole time.
What do you dislike about the product?
There was nothing to really dislike. My issue was resolved in the next update.
What problems is the product solving and how is that benefiting you?
We use it to quickly communicate with customers and resolve their technical issues.
Recommendations to others considering the product:
Learning how to use macros saves so much time.
Excellent depth and metrics
What do you like best about the product?
Team management, user data tools, reply rulesets
What do you dislike about the product?
Automated chatbot is not my favorite communication channel
What problems is the product solving and how is that benefiting you?
Quality of agent response, response metrics, data exports.
Recommendations to others considering the product:
Use the chat channel for fast response
Very helpful service and easy to organize information.
What do you like best about the product?
Before Zendesk, our help desk ticketing system was outdated. Once we realized how organized Zendesk was and all the possibilities for reporting, we knew we had to make the switch. It's been great ever since; we're able to do everything in one platform, and the ticketing support suite is easy to use for even the newest team members.
What do you dislike about the product?
The support suite is excellent, but I wish it were easier to learn how to build reports around these support features. I also don't like that you can't initiate a text message from a ticket, though you can reply to a text message already received. It would be great if we could add attachments to the text messages. Also, to have the capabilities to see what tickets are currently viewed, edited, or idle by any agent, even if there is no assignee. Lastly, if a customer writes in multiple times or calls in numerous times, I wish it would be grouped without having to merge all. I would love to also be able to send automated emails to customers at certain times and in batches.
What problems is the product solving and how is that benefiting you?
Zendesk has tremendously impacted the way we organize our teams and inquiries. With so many customizable views and triggers, we can easily tag things and assign them to the appropriate team/team member. We are no longer responding to customers through an outlook inbox that fills up space quickly with images. Now we can have multiple people working on tickets at one time with access to assign them to themselves and a beneficial way to follow up as we often have to do.
Recommendations to others considering the product:
It's 100% worth the leap as there seems to be nothing like it on this scale available for eComm. It's very easy to customize with the right amount of basic features already set up for you.
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