Zendesk Suite
ZendeskExternal reviews
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Phone/email/live chat customer support software
What do you like best about the product?
Zendesk Supports, email support, live chat support, and phone support. The ability to support all these three makes our company save on money. It's easy to use and also has the capability to sort tickets according to priority. The notification of Zendesk is good making sure you do not miss any email, chat, or call. It has the capability to search old solved tickets.
What do you dislike about the product?
Zendesk has stood out to be the best ticketing software in our company, I may not find much dislikes about it but they should improve on email notifications.
What problems is the product solving and how is that benefiting you?
We use Zendesk for Customer service support. We respond to emails, live chats and carry out both inbound and outbound calls. With Zendesk it makes it easy for our customer support agents to respond to our clients, We are able to monitor the performance of the agents.
Recommendations to others considering the product:
Zendesk is the best customer support ticketing system that I can highly recommend to all customer support companies
Zendesk is intuitive and optimal
What do you like best about the product?
I enjoy the level of customization available to its users. It gives you all the tools to use it as needed.
What do you dislike about the product?
I dislike that certain features that seem obvious (like tracking total online time in Explore) is not yet available.
What problems is the product solving and how is that benefiting you?
We are able to respond to customers in a timely manner and also track important datapoints and metrics as we do so, such as CSAT and first response time.
Recommendations to others considering the product:
Utilize Zendesk live support and their support articles! Both are very helpful.
Zendesk Support updated
What do you like best about the product?
Quick and friendly use, was able to understand without happening to look at youtube or contact support
Lot of customisation
Lot of automation available
Lot of customisation
Lot of automation available
What do you dislike about the product?
1) CSAT in the signature option should be there
2)DSAT Mandate reasons not available
3)Attachment in messaging window for customers
2)DSAT Mandate reasons not available
3)Attachment in messaging window for customers
What problems is the product solving and how is that benefiting you?
CSAT & QUality
Ticketing through email and chat
Internal and external communications
Ticketing through email and chat
Internal and external communications
Extremely user friendly and incredibly resourceful!
What do you like best about the product?
The user interface is extremly easy to naviagte. This is a very useful tool for our business. Tickets are easy to generate organize and repsond to. Zendesk saves us loads of time!
What do you dislike about the product?
Nothing comes to mind except making the ownership on an account easier to change between coworkers.
What problems is the product solving and how is that benefiting you?
Zendesk has been a great tool for resloving a wide range of logistcal issues mainly used by our HR department. Whether it's credential requests, Time off/vacation information, or Hiring requests, zendesk is a very useful tool.
It was very helpful to interact with customers
What do you like best about the product?
Ticket system, Live Chat Interaction was best
What do you dislike about the product?
Nothing much everything was great. It was very helpful tool
What problems is the product solving and how is that benefiting you?
Customer interaction
Recommendations to others considering the product:
Sure
Zendesk Support
What do you like best about the product?
Zendesk makes it easy to keep track of user requests and to keep users informed and updated of the status of their tickets/requests.
What do you dislike about the product?
Sometimes when users say 'thank you ' after a request is completed, the ticket will reopen. However, Zendesk seems to be resolving this issue. It does not happen as much as it before.
What problems is the product solving and how is that benefiting you?
Zendesk allows us as Technical support to stay in touch with the users. We can update and follow up with users on the status of a request and comment privately without others on the ticket without users seeing the statement or question.
Perfect platform for all of our customer support and experience related needs.
What do you like best about the product?
I really like the interoperability between platforms. We've connected Amazon Connect as our phone service, and it's been very effective to use directly in the ZenDesk Experience.
What do you dislike about the product?
Charging on a per-seat basis when there are items that certain team members aren't using. Need more selectability in terms of who is on what - or move to a flat rate for specific services (i.e. chat, phone, help center, etc.)
What problems is the product solving and how is that benefiting you?
The biggest problem is being able to easily track customer requests and responses. Also, the help center has been very effective, and we have a ton of traffic going through our help center articles which helps reduce the amount of calls/request tickets we receive.
Zendesk is the best!
What do you like best about the product?
I like how user-friendly Zendesk is, and their support is exceptional. Zendesk integrates with just about any other software as well.
What do you dislike about the product?
I have no bad things to say about Zendesk
What problems is the product solving and how is that benefiting you?
The most significant benefit is the data I get and customer satisfaction reviews. I am able to reach out to customers who have given negative reviews and this gives me another chance to provide them with a good experience.
Recommendations to others considering the product:
Just try it out and you will see the benefots.
Zendesk is Support Team Friend
What do you like best about the product?
I like the easy feel and navigations options
What do you dislike about the product?
Nothing so far. I'm just getting used to it
What problems is the product solving and how is that benefiting you?
I'm solving automation problems with tickets and SLA
Recommendations to others considering the product:
Zendesk is very popular and has great articles and support which was my main reason for purchasing
ZenDesk Support Suite is a Business Changer
What do you like best about the product?
ZenDesk's entire suite is an incredible addition to any business. The Help Center through ZenDesk Guide makes a huge difference to customers helping themselves and makes you think twice aboutold fashioned FAQ's. ZenDesk Support's ticketing system makes incoming emails easy to interact with and stay on top of!
What do you dislike about the product?
Connecting ZenDesk Support to any Microsoft emailing system is difficult and the instructions provided by ZenDesk for overcoming this issue are inacurate. My suggestion is to get on a support call with Microsoft from the start to make sure email forwarding and outgoing messages are working correctly. Save yourself the time and headache of trying and failign to do it yourself.
What problems is the product solving and how is that benefiting you?
Quicker response times for incoming support requests and "macros" aka saved responses shorten support time!
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