Zendesk Suite
ZendeskExternal reviews
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A great support tool
What do you like best about the product?
Customisable and range of functionality are allowing us to replace several tools with just Zendesk
What do you dislike about the product?
Configuration is complicated. Some new features lack parity with older ones they aim to replace
What problems is the product solving and how is that benefiting you?
Ticketing. Chat. Documentation.
Zendesk Chat Review
What do you like best about the product?
real time chatting option with zendesk agent
What do you dislike about the product?
hard to find where to talk to a live agent
What problems is the product solving and how is that benefiting you?
didn't allow me to send advisor a verification login email or email her when we tried forgot password
It has lots of good functions, but there is still some room for improvement.
What do you like best about the product?
The views, macros and metrics are great!
What do you dislike about the product?
It's often slow, a pc application might help this.
What problems is the product solving and how is that benefiting you?
Solving customer issues. It covers lots of channels and has good metrics functions.
Recommendations to others considering the product:
It's an all-in-one support suite with lots of good functions, and it is well integrated with various apps and websites thanks to its widespread use.
Great Software with Customizations
What do you like best about the product?
I love all the ways that this software can be customized to fit the needs of my team. Zendesk makes it very easy to organize tickets in a meaningful way.
What do you dislike about the product?
I dislike the way suspended tickets are handled. We sometimes receive large batches of emails from the same sender email address, which can cause the system to flag the emails and send them to the suspended tickets view.
What problems is the product solving and how is that benefiting you?
Email organization is the biggest benefit of Zendesk. I can automatically group different types of emails and tasks into different folders for different teams.
Recommendations to others considering the product:
For others considering using Zendesk, I would definitely recommend that you take a look at this.
Always Helpful
What do you like best about the product?
It is a very easy platform to use. It has made customer support a dream with less hassle. they are also working on new integrations and features everyday. is super useful
What do you dislike about the product?
More ZenDesk authored integrations would be nice. also, dont make product changes without consulting your user base. it kneecaps your user base from critical internal workflows
What problems is the product solving and how is that benefiting you?
I am working on Slack to ZenDesk ticketing and potentially bypassing Slack to create tickets directly in ZenDesk. There's a few options which is nice because I can choose which will be the best for my organization
Great all-around tool for businesses
What do you like best about the product?
I like all the different tools that Zendesk provides to communicate with customers.
What do you dislike about the product?
There hasn't been an issue that I have with Zendesk that I haven't been able to get immediate help from their support team.
What problems is the product solving and how is that benefiting you?
We now are able to have a chat widget on our website along with a support email address that consolidates all the different ways people we contacting our Ministry for help. Now rather than having a person each out to several people for help, they are offered one way to contact our support team and the support team decides who should tackle the issue.
Works appropriately
What do you like best about the product?
Connects with Jira & Hubspot seamlessly.
What do you dislike about the product?
Has a very sub-par connection with Slack and no Integration available for Slack & Zendesk-Chat
What problems is the product solving and how is that benefiting you?
With our previous ticketing system, we did not have an integration with Jira, causing extra work for our dev team. With Zendesk it is more seamless.
Recommendations to others considering the product:
It is top tier for ticketing but the live chat leaves something to be desired
The most time efficient way to provide support
What do you like best about the product?
It really helps to automate your support area in the most efficient way possible. It also gives opportunity to work as a team and really understand each other roles and how to have a faster and reliable service for customers.
What do you dislike about the product?
A small learning curve but nothing that may scare away tech savvy users
What problems is the product solving and how is that benefiting you?
We get many tickets on support and have few users who respond to this tickets. This tool helps us better organize ourselves to give a faster service without getting into stressful situations for both users and clients
Recommendations to others considering the product:
Read all tutorials
A great tool for support organization
What do you like best about the product?
An amazing tool to give the best support experience to your customers
What do you dislike about the product?
Both the desktop and mobile applications are a bit laggy sometimes
What problems is the product solving and how is that benefiting you?
Chat support is one of the amazing tools and it has integrations to all your support guides and other SaaS applications
Zendesk Sell is a Great CRM Tool for a Small Business
What do you like best about the product?
Our favorite feature has to be the visit feature which we recently discovered. It helps us monitor the locations our sales reps are visiting and how many times a particular customer has been visited.
What do you dislike about the product?
We have been trying to install the Log Visit app on a desktop to no avail. It requests a subdomain login, but we only log in via email.
What problems is the product solving and how is that benefiting you?
We get more information on a customer visit, the outcome of the visit, their interest level, and so on. We can also tell when a customer has read an email, which helps us plan a more effective follow-up.
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