Zendesk Suite
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Zendesk
What do you like best about the product?
I personally like the on-the-fly changes that we can make for our Customers.
What do you dislike about the product?
Explore can be a little frustrating at times as there are some events that we feel are important but, not easily reported on or at all.
What problems is the product solving and how is that benefiting you?
Automations and handling large ticket volumes. Being able to look at specific attributes/characteristics of a ticket and action on them is extremely helpful.
The best option for the support of your web applications.
What do you like best about the product?
Zendesk is a tool that allows an amazing extensibility of many other areas of a business, when we refer to a company in general in its sales, since it agrees to create objectives to accept responses activated in various data formats, for customizations, being quite useful at the same time, since it adapts to any environment, which is one of the basic functions that this software contains that I like the most, without excluding that it is very easy to manage previous requests to the system of a particular company.
What do you dislike about the product?
Among negative aspects regarding the software, we can mention that it needs a more fluid transition, between the administrator view, that is, from the point of view of the account of a high-grade operator in the system, including the sending of a ticket It is somewhat deficient, which can be a problem if you do not know how to handle this kind of errors with certainty and experience, highlighting that it should have a way of having equality between users and digital managers.
What problems is the product solving and how is that benefiting you?
We use Zendesk, in most of the different fields in our organization, in these including the use of the incoming technical support, service in the accounts and requests from our contact page to communicate with the users, which one of the departments of customer service, specializes in this branch, and therefore uses this software, since it provides all the necessary tools to establish a prudent work, according to the priority issue to these individuals, underlining that in the same way we use this system as entry point for tasks and projects.
Recommendations to others considering the product:
Zendesk is ideal for managing requests and tasks with different internal tools, including that it has integrated a great support functionality for different sectors that need help, whether they are with the system or for the customer service branch, which is very useful and the option most frequently used, underlining that it is incredible for the administration and help with the tickets that are sent, with relevance to the products you have and the correct processes to follow to solve your needs.
Easy to deploy and configure. NLP works even with minor (rare) languages.
What do you like best about the product?
Responsive and professional customer success team. Industry knowhow. Robust technology.
What do you dislike about the product?
Integration with other "competing and/or complementing" platforms.
What problems is the product solving and how is that benefiting you?
Customer service chatbot.
Recommendations to others considering the product:
Strong buy
Exceptionally easy to learn and use
What do you like best about the product?
The UI design is excellent. Easy to learn and use. It took less than ten minutes to browse the entire suite and commit the mapped layout to memory. I congratulate the designers on this. Simplicity without skimping on function.
What do you dislike about the product?
What I dislike isn't a ZenDesk issue, but the universal browser design of multiple tabs needed to view various pages. If there were tabs on ZD within one tab on my browser, this would be sweet..
What problems is the product solving and how is that benefiting you?
Having a database of information, easy to browse through and search, well, the searchability with keywords is phenomenal and much more intuitive than I would have expected. The site is also quick on search response time. It's quite reliable. It's only up to our team to create a knowledge base that is best for our team, and ZD facilitates that with ease.
Zendesk incredible support to improve company automation.
What do you like best about the product?
Our experience with this platform has been good, our team simplifies a lot of work in terms of support, we maintain a constant and growing performance, in addition the functions that Zendesk provides allow us to have a stable and solid communication within the company . It is easy to use and very practical. The support of this software is good, it helps the user to obtain the performance they want, online they have videos that help with the configuration of this platform.
What do you dislike about the product?
Some minor errors that must be corrected, in our case bad experiences or problems we have not had. If we suggest that you add a function or option to remove the emails we send, it happens to us that sometimes we want to remove some mail and it is not possible after it is sent. It would be a good solution to this.
What problems is the product solving and how is that benefiting you?
Our company maintains good call management, we have better project management that allows us to work with higher performance and thus obtain work fluency. We provide greater and solutions to our clients and we update our WEB Site. As for the management, it monitors the SLA that helps to intervene if necessary so that we can meet our objectives.
Recommendations to others considering the product:
Companies can use this platform as an aid for better management and thus provide customers with the best service and with the quality they deserve, it integrates very well with email, telephone line, social networks and real-time chat, it is very complete and very good option, easy to handle. Fully recommended Zendesk.
Versatile and powerful CRM for support.
What do you like best about the product?
Zendesk has enabled me live chat with multiple clients at the same time or one on one .I can also transfer files to my clients PC without any issues.
What do you dislike about the product?
I don't have any dislikes currently concerning the software.
What problems is the product solving and how is that benefiting you?
Zendesk enables me receive notifications in real time and respond without having to stare at my PC screen.
Recommendations to others considering the product:
The perfect solution.
Better support support in the company when referring to customer service.
What do you like best about the product?
I greatly sympathize with Zendesk Support since it is a software that is mainly dedicated to customer service in an automated way, mentioning that it adapts to any environment, once implemented, I like it as it solves problems in an effective way to clients of any company, underlining that it contains additional functionalities that make my work much easier, such as internal notes and similar conversations on a topic, as they are very useful or the organization of particular problems for a better quick solution in order of request.
What do you dislike about the product?
Sometimes it can be confusing for the same users of the system to interact with others, recommending certain solutions which has nothing to do with their presented problems, all this due to the large number of operators of this software on different business platforms, for on the other side of the context, we can reveal that Zendesk integration costs can be high budget, being inappropriate for small category companies since they could not cover these monthly expenses.
What problems is the product solving and how is that benefiting you?
Our departments that are centralized in the assistance services to satisfy the concerns of the clients in our platform, use Zendesk because it offers great perspectives to cover with any problem presented by each of the users of our organization, offering to send us surveys satisfaction rating to these individuals once the service has been performed, including that it is very easy to implement and use, and we agree to address any negligence we have in the area of care.
Recommendations to others considering the product:
Zendesk has constantly improved to modify its customer service more and more, offering them great help to solve their main needs, adapting to the scope of any company, from its basic ticket sales support to live chat or better described , as in real time, in the same way the conversations and even guides that provide a better understanding, really has everything under control in an incredible way, making it a highly recommended system.
Perfect tool for compliant customer service to satisfy your potential users.
What do you like best about the product?
Its programming is quite peculiar, but it appeals thanks to its multiple help systems, it contains handling of particular problems in each user of the company that exercises this customer service software on its platform, support requests generated by the operators, I they like its dilemma since it offers to solve the fundamental procedures, adapted to each organization, in an automated way, which facilitates the work in a high percentage in companies classified as small.
What do you dislike about the product?
What will happen to a reply can be confusing, as users send replies to more people than anticipated, congesting a problem, underscoring that emails can become overwhelming due to the amount of information requested by different people, settle for, in other ways, there is no way to send long content information to non-Zendesk users.
What problems is the product solving and how is that benefiting you?
It is used in our organization because it meets our needs, providing effective support that adapts to the company's theme and the concerns of our customers, offering them the solution and alternative for their problems presented on our digital platform through the cloud, facilitating work in various aspects because it is automated and its means of communication is through email, being quite effective software in relation to its essential operation.
Recommendations to others considering the product:
it is suitable for solutions in the management of many requests for customer support, if your company needs software that caters to each of its users offering the solution of each presented problem, including internal communications that are extremely useful for solving problems, within the company, as Zendesk is the best solution for your business needs, ideal and recommended for small category organizations.
Can scale complexity as needed
What do you like best about the product?
Love the flexibility of the different rules, such as groups, views, triggers, automations, etc. Also love the ability to turn the different tags on tickets to be turned into analytics. That way, we could see what product areas were associated with the most tickets.
What do you dislike about the product?
Biggest challenge was that there was no notification of a rule being broken. We would change 1 rule, accidentally break another, and didn't know until days later.
What problems is the product solving and how is that benefiting you?
Support operations and efficiency. Makes it easy to manage ticket flows and scale up complexity as needed.
Recommendations to others considering the product:
Make sure you make the time to administrate before going live.
Great addition to our contact center
What do you like best about the product?
Zendesk has been a great addition to our contact center. We have been using it for over three years and it has grown with us as our company has grown. The best features are the integrations with our other technology solutions, Answer Bot for frequently asked questions, and easy ways to report on ticket types.
What do you dislike about the product?
There are some limitations when you do not have an enterprise license. It makes additional features such as chat and the knowledge management tool to work less efficiently.
What problems is the product solving and how is that benefiting you?
We are able to tackle low hanging fruit like frequently asked questions with Answer Bot, which free our agents up to respond to more challenging inquiries from our customers. We can also utilize the macro features to auto-fill information on a ticket to save the agents' time during each interaction.
Recommendations to others considering the product:
Make sure you consider what level license you re going to purchase and how quickly your growth will allow you to get the top level.
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