Zendesk Suite
ZendeskExternal reviews
6,519 reviews
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Well Executed and Helpful
What do you like best about the product?
The way that Zendesk quantifies information is my favorite out of any customer service software that I've been involved with. It's efficient to use and helpful to be able to assign to different groups or associates.
What do you dislike about the product?
Sometimes it can get cluttered; it would be nice if there was a way to separate by topic and/or medium (phone v. email).
What problems is the product solving and how is that benefiting you?
Zendesk helps our associates respond quickly to inquiries and see the workflow very easily.
Recommendations to others considering the product:
Make sure the assignments stay organized so that there is no overlap of who answers certain inquiries.
Has very pleasant and versatile interface
What do you like best about the product?
It has a very pleasant and versatile interface that makes it possible to work easily and helps to obtain all customer information. The business has a strong self-support mechanism to self-suffice consumers. This includes an assessment of the quality of customer service by means of an inquiry..
What do you dislike about the product?
Repeated notices are ugly and zendesk rates can be costly when the ticket system is open and not allocated
What problems is the product solving and how is that benefiting you?
This software enables us to maintain good service with our customers. Incorporates all communication channels of the company. It has successfully served as an online trading tool to help you settle on email assistance. Everything is shared instantly, efficiently and individually with each customer in the organization.
Zendesk makes support easy
What do you like best about the product?
Zendesk is an intuitive and well designed platform for managing support environments. My team of helpdesk engineers loved the platform for its ease of use, integration and automation.
What do you dislike about the product?
The per seat cost for enterprise is high
What problems is the product solving and how is that benefiting you?
Time to resolve. Automation is fantastic. The visibility of the support process means the customer has a experience throughout their ticket journey.
Recommendations to others considering the product:
Fantastic platform that is easy to configure and deploy. Straightforward GUI and customer experience means your users will be more effective and efficient in managing tickets.
So Easy to manage
What do you like best about the product?
Zendesk Support makes it easy to see and manage all tickets
What do you dislike about the product?
I don't believe there are many as it's by far the best ticket management platform
What problems is the product solving and how is that benefiting you?
It has impacted our work for the better as it provides a great way to manage tickets
Recommendations to others considering the product:
It's a very easy ticket management platform
Easy way to navigate through customer concerns
What do you like best about the product?
I really like how Zendesk can separate incoming tickets to the right responders. It also allows for us internally to discuss and resolve customer concerns.
What do you dislike about the product?
I wish there was more of the customer concern displayed in the general screen - this would make it simpler to navigate to the higher priority concerns.
What problems is the product solving and how is that benefiting you?
Zendesk chat is integrated with our social channels. This allows us to respond to our users in a unique and personal manner.
Good in managing manage the live contacts
What do you like best about the product?
Zendesk chats encourage us to communicate with consumer questions while on the internet, so we can help customers about their inquires, which would otherwise be missed. Improve customer satisfaction is also beneficial because consumers don't need to wait and write emails for a reply on the phone.
What do you dislike about the product?
The only thing I can think of is the lack of integration with other systems like Zendesk
What problems is the product solving and how is that benefiting you?
I found that I didn't know the information provided by Zendesk Chat, but after using Zendesk Chat that there was a number and a good chance. I am more optimistic in customer relations and I keep my clients happy by knowing that there is a need to be willing to provide my customers with the best possible product
Very simplified and I love it
What do you like best about the product?
The speed and minimalism I work with. Really love it compared to previous solutions.
What do you dislike about the product?
no customizable shortcut keys, no ability to move last reply into a new ticket
What problems is the product solving and how is that benefiting you?
customer support help desk, knowledge capture, agent analytics, integrations with Aha, Jira, Slack
Good system but expensive for my company.
What do you like best about the product?
Easy to use. Industry standard platform. Easy to integrate
What do you dislike about the product?
Expensive!! You really have to watch your user count. Can easily grow out of control.
What problems is the product solving and how is that benefiting you?
It is used for 80% of my companies tracking.
Organize Tasks With Ease
What do you like best about the product?
Zendesk makes it easy to keep multiple projects and support tickets organized. Being able to categorize tickets as open, pending, or on-hold frees the mental space usually reserved for tracking projects for focusing on the tasks at hand. The integration available for time tracking is also extremely useful for reporting.
What do you dislike about the product?
It can sometimes be challenging to track down a ticket if it is improperly assigned. Sometimes the search function can be a bit iffy. More visual customization would be nice, too, as the UI is perhaps a bit outdated.
What problems is the product solving and how is that benefiting you?
I have used this product for Level 2 support. One of the greatest benefits I have found is the functionality to merge tickets, as often times users will submit tickets related to the same issue, or multiple users will submit similar tickets because of a lack of communication on the submitters end. This helps to eliminate redundancy and streamline communication.
Premier help support desk platform for mid size forms
What do you like best about the product?
The usability of zendesk is one of the best things about the platform. It doesn't take long to pick up and new users can get started quickly and easily.
What do you dislike about the product?
Saving different configurations or customising your dash can be a bit difficult but it's not a major issue.
What problems is the product solving and how is that benefiting you?
It's consolidated our support function and greatly enhanced our ability to provide fast and effective help to our customers.
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