Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Zendesk support for new help center is top notch
What do you like best about the product?
I have been using Zendesk for the past 10 years across multiple companies. The service and support is second to none. I am constantly impressed at how easy it is to use with our clients and our internal teams.
What do you dislike about the product?
Organizationally the views across Zendesk could be improved. Also, I don't love the fracturing of the products/suites offered across the tools. Understanding the pricing model and legacy accounts could be greatly improved!
What problems is the product solving and how is that benefiting you?
We are working quickly to solve the issues our clients face. Integrating the guide with tickets makes it easy to train and empower our clients on a daily basis.
Recommendations to others considering the product:
Give it a shot. The overall ease of use of the tool will make life better for you and your clients.
Zendesk is the best ticket managment system
What do you like best about the product?
The automation and ease of integration with other 3rd party systems.
What do you dislike about the product?
That users who reply with stuff like "Thanks" re-opens a ticket and it has to be looked at.
What problems is the product solving and how is that benefiting you?
Managing support tickets, it shows where we can improve and what kind of volume is being handled per agent
Always fast and efficient help to solve my problems
What do you like best about the product?
I like being able to chat with a representative and they always provide great support articles. I also like that the chat gets emailed to me so I always have access to those links for later days.
What do you dislike about the product?
I don't like that it's a bit difficult to get to the live chat option
What problems is the product solving and how is that benefiting you?
I'm solving problems related to creating our support library on Zendesk
Zendesk Support is the go-to tool for communicating with customers
What do you like best about the product?
It's very versatile - the tools available at Zendesk enable you to set up a simple Customer Service environment as well as complex, multi-structural workflows and automation. Their support is top-notch too.
What do you dislike about the product?
Their advanced tools and features are often complex - it takes time to get familiar with them. It's not an issue for me though, as their Knowledge Base and Support are awesome.
What problems is the product solving and how is that benefiting you?
I use Zendesk for managing communication between me and the customers. Thanks to Zendesk, my work is very well organized. You can fully personalize the setup to suit your needs. Once you'll find your perfect setup, you can save a lot of time thanks to Zendesk.
Recommendations to others considering the product:
Zendesk provides great tutorials and articles about their products. I highly recommend checking their Help Center - it's comprehensive and easy to use. It helped me a lot when I was getting started with Zendesk.
Best Support Ticketing and Helpdesk Platform
What do you like best about the product?
Zendesk is full of features. You can create, assign, merge tickets. There is much more you can do with the platform, like saving contacts and organizing tickets by date or last update made. If you need a ticketing platform this is the one.
What do you dislike about the product?
So far I havent seen any downside as we use it daily and it is working at its best. Perhaps, the fact that sometimes, actual tickets go into Suspended Category and we take time to responded to those as you dont get the notifications. The users most of the time, dont take the time to sign up to the platform.
What problems is the product solving and how is that benefiting you?
Helpdesk IT tickets and VoIP users issues.
Recommendations to others considering the product:
Use it. Give it a try. You wont regret.
Zendesk Trial Review
What do you like best about the product?
The ability to have a multi-brand setup is imperative to our business. The triggers and automation were very intuitive and easy to implement.
What do you dislike about the product?
Price is high compared to the competition
What problems is the product solving and how is that benefiting you?
Streamlines the communications that we get from customers over several sales channels by brand. This allows us to communicate with customers all in one place and use macros to ensure that they are brand-specific. This makes communications quick and consistent for our customer service team.
New Zendesk User Review
What do you like best about the product?
The macros/placeholders to quickly answer tickets
What do you dislike about the product?
Sometime's I find it hard to access resource articles.
What problems is the product solving and how is that benefiting you?
Better organizing tickets based on category
It is easy to use and support is always there to help
What do you like best about the product?
Zendesk's support, its features it is just so easy to use. They have great documentation and support is always there to help out whenever you get stuck.
I also like that it can be integrated in-app + website
I also like that it can be integrated in-app + website
What do you dislike about the product?
I think the only "bad" thing is the pricing, which is a little high especially for small startups that need to be watching out on budget. Other than that everything is ok. I think their chatbot widget can use some work
What problems is the product solving and how is that benefiting you?
I am solving our entire CRM platform, the benefit it has is its API connections and how easy it is to use and integrate. We use to make phone calls, messages, SMS, and emails.
Zendesk Support
What do you like best about the product?
I use Zendesk in a Salesforce administrator capacity and was working on connecting Zendesk to Salesforce. Not only are there numerous knowledge articles and videos on how to do so but when I ran into an issue the support team at Zendesk was able to help me quickly pinpoint the problem and sent over steps to resolve it.
What do you dislike about the product?
The one area of Zendesk I currently dislike although it may be that I just haven't found out how to do this yet is that I want to show the entire conversation on a ticket in Salesforce and not just the initial request.
What problems is the product solving and how is that benefiting you?
This sync is allowing our CSX team to view outstanding tickets in Salesforce where they spend their time without needing to go into the Zendesk platform. It makes usage a million times easier for our team.
It is a great tool to manage the tickets.
What do you like best about the product?
The reporting feature is very useful. I use this feature to get more insight into the tickets.
What do you dislike about the product?
The reporting feature should be simplified. It is not easy to understand.
What problems is the product solving and how is that benefiting you?
Ticket assignment and reporting.
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