Zendesk Suite
ZendeskExternal reviews
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Zendesk has EVERYTHING
What do you like best about the product?
What I like best is the number of integrations and the fact that you can automate everything. There is always a solution that will fit our business needs.
What do you dislike about the product?
Some basic features like forms, light agents may be too pricey. The subscription as it is is VERY pricey, and think that some addons should be included.
I also started using Explore and at the beginning, it would've been nice if our account manager gave us an overview of simple tricks.
I also started using Explore and at the beginning, it would've been nice if our account manager gave us an overview of simple tricks.
What problems is the product solving and how is that benefiting you?
Explore - We are now able to pull a lot more data than we used to, Before we would submit every ticket to a form and in it, we would apply the tags
Recommendations to others considering the product:
Be patient and try to learn how to use the product, as once you do, you will take advantage of all what is has to offer.
Excellent platform for query and communication
What do you like best about the product?
Classification and channeling of various modes of incoming communication
What do you dislike about the product?
Complex usage takes good practice to get the hang of
What problems is the product solving and how is that benefiting you?
Customer queries and communication
Recommendations to others considering the product:
Makes life easy
Intelligent Solution
What do you like best about the product?
It's the best helpdesk out there. I've used it for years, and it's very user-friendly for both agents and admin. Very straightforward configurations and easy to follow articles when you need a walk-thru or a reference for something you get stuck on.
What do you dislike about the product?
Nothing so far I have not seen any downsides and I have used and implemented Zendesk in 5 different organizations already as a user and as an Admin.
What problems is the product solving and how is that benefiting you?
We need a more robust and structured knowledge base that our agents and customers can use to solve their daily issues and, at the same time, a ticketing system that is simple and easy to understand. So Zendesk is a perfect solution for us.
Recommendations to others considering the product:
If you want an excellent helpdesk system that will power your support team into giving the best customer service, Zendesk is a great choice.
Zendesk is fantastic for a robust support team
What do you like best about the product?
It's easy to manage a ticket queue for your team and reporting on performance is easy
What do you dislike about the product?
I don't dislike anything in particular besides some of the roundabout ways of customizing your experience
What problems is the product solving and how is that benefiting you?
We are building our support team to be managed through Zendesk and we have seen tremendous improvements in how we interact with our customers support issues
Customer support for a medium sized company up and running in record time!
What do you like best about the product?
It took me very little time to get up and running. I'm IT savvy but far from being an IT professional. The tutorials, the Zendesk support site and when needed the ZD people seemed to go out of their way to make me successful. Easily the best implementation I have been part of in over 35 years in a customer supporting role of one form or another. I wish I had adopted this years ago.
What do you dislike about the product?
I have not found many thus far that were not solved by me taking the time to look for answers on their Support Site. It's usually a matter of my limited knowledge. I would like to see the Explorer side of things a little more intuitive.
What problems is the product solving and how is that benefiting you?
We are launching new technology to different parts of our company and we are doing it in record time. Our people have to have access to informed answers as they start to use this technology. The speed at which we are able to give them the answers they need and then turn that information into articles for others to learn from is outstanding. The platform makes this easy for us. We operate in over 60 countries around the world and I can't wait to roll this out to them.
A lifetime user!
What do you like best about the product?
It's super easy to train on which is my number one. I love the integration with Facebook messaging, Shopify, and Returnly.
What do you dislike about the product?
There's no easy way to forward e-mails to non-Zendesk users or emails without adding them as a CC. I also wish that the integration with Tymeshift was clearer when clicking between tickets.
What problems is the product solving and how is that benefiting you?
We've been able to help customers faster by having all of their Shopify and Returnly information right in front of us. Able to bring our handle times way down!
Awesome Support
What do you like best about the product?
The support agent replied super fast and on point after taking the chat.
What do you dislike about the product?
The queue wait time was at least exciting and at the same time annoying a little.
What problems is the product solving and how is that benefiting you?
I was merging tickets and did not know about disabling follow-up notifications. I did not know about the notifications part at that time, but the Support agent clarified what was unknown.
Recommendations to others considering the product:
Contact Support with trust!
Simple, easy to configure, train, use and customise.
What do you like best about the product?
Simplicity, ease of use, easy configuration
What do you dislike about the product?
Lack of inline images upon receiving emails
What problems is the product solving and how is that benefiting you?
Software application support for our b2b tech-savvy customer
Not happy unless I am using Zendesk
What do you like best about the product?
Zendesk reporting is just so customizable!
What do you dislike about the product?
Zendesk is a full-service suite for large-scale accounts. Setting it up can take some effort if you do not have basic computer skills and time for initial set up this is not the product for you. That being said, if you do, the setup time IS WORTH IT.
What problems is the product solving and how is that benefiting you?
We are transforming our support model from email-only to multi-channel. Being able to handle everything under one login is just amazing. Reporting is super fun for numbers nerds like myself. There are a lot of presets that are very useful, but you can also take the time to build out detailed reports that are specific to your needs and drill down much easier than any other support suite I have used.
My Day With Dane
What do you like best about the product?
Dane was super, super helpful and worked closely with me to try and resolve my issue.
What do you dislike about the product?
There was nothing to dislike about my helpdesk chat :)
What problems is the product solving and how is that benefiting you?
I realized that our TXT and SPF were off and we weren't receiving tickets through Zendesk. Dane showed me what needed to be done and sent me reference links.
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