Zendesk Suite
ZendeskExternal reviews
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Easy to set up and organise
What do you like best about the product?
The ease of implementation, segregation, creation, and organisation of articles for the help centre.
What do you dislike about the product?
You have to use a 3rd party to customise your help centre's appearance. There should be an easy option to model the Help Center. Still, if you know HTML or have colleagues, you can design the Help Center to your liking.
What problems is the product solving and how is that benefiting you?
The main problem Zendesk Guide solves is reducing the number of contacts a company receives as the clients can use it to find required information instead of turning to CS. Setting up numerous auto responses based on various rules makes every CS manager's life much easier.
Recommendations to others considering the product:
If you want to use different that the original Zendesk guide theme, please look for other vendors who provide such a service. Knowledge of HTML is beneficial if you want to make some cosmetic changes yourself.
Zendesk promotes the communication and monitoring of tickets
What do you like best about the product?
I love this tool because I can use it as an internal support product to maintain a serious, objective and consistent communication with the objectives of my clients. Also, I can track the tickets by registering interactions. It is worth mentioning that it is intuitive, colorful and with a very dynamic call functionality for the enjoyment of the software. Without a doubt it encourages communication.
What do you dislike about the product?
I have nothing against Zendesk, I think it is tailor-made for optimal business support performance.
What problems is the product solving and how is that benefiting you?
We have worked with Zendesk in several facets, mainly as an internal support tool to keep our customers satisfied and answer their questions about our projects. In addition we have adapted it to almost all departments and through the registration of tickets we can have an internal order of the suggestions and demands of the company's workers.
Recommendations to others considering the product:
It is highly recommended to all people who wish to obtain excellent internal functioning in terms of support and tracking of tickets. It definitely meets all the minimum requirements that a software of this nature must have, it is fast and efficient.
zendesk the best software for customer support chat
What do you like best about the product?
It is good software for asking question to clients
What do you dislike about the product?
Some times it is annoying to customers because when customer visits the website the chat appear again and again
What problems is the product solving and how is that benefiting you?
It is Useful for solving customer issues and queries
All the necessary tools integrated right in the software
What do you like best about the product?
I love the fact that I can email customers, take chats, and look at my companies internal knowledge base right from the zen desk platform. Since it is web based I can access it from any of my computers. Especially helpful when I’m working from home and have to travel.
What do you dislike about the product?
I wish there was a more streamline way to view your metrics. To see more of how many chats you take, average time, how many missed etc. This would help with productivity.
What problems is the product solving and how is that benefiting you?
I actually don’t have any problems, just adding more content and updating articles. It is a time saver having that built in.
Could be better
What do you like best about the product?
Pretty intuitive and easy to learn/adapt
What do you dislike about the product?
Not that useful for reports or data insights
What problems is the product solving and how is that benefiting you?
gets the job done but reporting could significantly be improved, especially for historical data
Easy and Efficient Help Desk Software
What do you like best about the product?
Zendesk makes it easy to respond to customer questions and concerns. Having Zendesk Support allows our team to determine the number of tickets pending, recently solved, unassigned, and each team member's individual unsolved tickets. This allows our team to efficiently divide and conquer our incoming tickets.
What do you dislike about the product?
Overall, I do not have any big complaints for Zendesk Support. However, it can be difficult to locate a ticket that was solved. Often, the number of solved tickets and touches for each support agent is inaccurate.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support as our help desk to respond to users' questions and concerns. The benefits of using Zendesk are endless. Our team has been able to efficiently interact with our users, track our most frequent ticket topics, and create macros to help us quickly respond to tickets.
I have had the pleasure of using Zendesk for the past 6 years
What do you like best about the product?
I like how simple, and user friendly it is. It is very easy to organize, and filter support tickets easily.
What do you dislike about the product?
Sometimes it slows down, but I believe it is all of the plugins I use that is the cause.
What problems is the product solving and how is that benefiting you?
I solve disaster recovery issues daily, and the benefits is how easy it is to navigate when you are on a time crunch, and have to sift though many tickets at once.
Recommendations to others considering the product:
Add more plugins. Salesforce has more plugins, but Zendesk is superior in all aspects of the ticketing system.
Best helpdesk solution on the market
What do you like best about the product?
Zendesk Support has to be without doubt one of the best ticketing platforms on the market. As a contact centre solution it has been a driving force behind the way we operate our call centres. Triggers and automations are easy to work with as well as integrating third party tools such Salesforce and Slack. Zendesk Support, as well as the third party apps we use, have been immense when managing contact.
What do you dislike about the product?
Insights reporting is probably the one main downside, which seems to struggle when building high volume reports. However, as we migrate all reporting onto Explore, this will not be an issue in the future.
What problems is the product solving and how is that benefiting you?
To handle high volumes of multi channel contact via voice, email and chat.
Recommendations to others considering the product:
Try and be as minimal as possible when setting up workflows, as this allows configuration and business rules easy to manage.
Great experience with Zendesk Support
What do you like best about the product?
I like that their software is easy to use and their support team is usually very quick to respond when we run into any issues.
What do you dislike about the product?
Zopim chat has been clitchy as far as assigning chats to agents. We've reached out to their support several times and they haven't been able to resolve it yet.
What problems is the product solving and how is that benefiting you?
The most common issue is with their chat system (Zopim). Other than that, the benefits include accurate stats for each of our tech support agents and an easy to use software that makes communicating with our customers more efficient.
Very useful program with after work ticketing system
What do you like best about the product?
I think the best aspect of Zendesk Chat was the automated tickets that populate after you close out of a chat. This allows for after chat notes which will be useful when a customer chats back in or to organize and collect data on trends. The program is also very easy to use and efficiently speak with customers in realtime, as well as speaking to multiple customers at a time quite easily. The notification system is fantastic in letting you know when a customer has responded, especially if you have closed out their window.
What do you dislike about the product?
The only downside is that sometimes my Chrome text expander does not work in the normal window so I have to open the chat dashboard and answer chats through this window in order to have the text expander work properly.
What problems is the product solving and how is that benefiting you?
I am responding to customer's issues and questions with the app Acorns and it allows me to speak directly to customers in realtime, very quickly and efficiently.
Recommendations to others considering the product:
It is quite easy to use and a friendly interface. It is great for speaking in realtime with customers and then logging and recording all of the feedback and tickets in one concise place that allows for tags and case types for future analytics. It allows you to select specific chats, or have them funneled to you based on how long the chat has been waiting. It also shows you a good detail of who the customer that is chatting in is and how long they have been waiting.
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