Zendesk Suite
ZendeskExternal reviews
6,519 reviews
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One of the best ticketing systems I have found
What do you like best about the product?
The integration of many things within zendesk makes this a VERY strong program when it comes to customer service. So many things are right there or at a click of a button. Customer profiles, duplicate tickets, and the means to merge them together. communication and macros for communication, and so much more!
What do you dislike about the product?
There are some things that could be more user friendly. Some of the issues I have might be more in how my personal company has chosen to implement but since I am not on the implementation side of things, I don't know. But I know that It could be improved. I believe things should be more self intuitive, and easy to find on your own without need for massive articles.
What problems is the product solving and how is that benefiting you?
We can have more one touch solutions with a product like this. Easy to click into and find the information you need right on the front screen.
great ticket management platform
What do you like best about the product?
easy to tag, reassign, and manage large ticket queues
What do you dislike about the product?
creating reporting on team work is not intuitive
What problems is the product solving and how is that benefiting you?
used for internal support as well as customer support
Recommendations to others considering the product:
allows for complex reporting... if you know enough to set it up properly.
Customer Support Made Easy
What do you like best about the product?
I think Zendesk makes customer support a million times easier than email and over the phone. By "taking a ticket", a customer can interact with the same person throughout the whole process and build a relationship rather than be replied to by lots of different people operating with the same software. The interface is so easy to understand and creating macros is super helpful.
What do you dislike about the product?
To be honest, anything I dislike about Zendesk isn't very important. I would prefer if you could submit an internal note and an external note at the same time (i.e. write a note to your team and the customer at the same time), which currently you're not allowed to do. I would also like to know how Zendesk determines what is "high priority" and not because often times I think it's arbitrary.
What problems is the product solving and how is that benefiting you?
Zendesk has made my job in customer support so quick and easy. The reporting feature is also really beneficial to see where the team has done well/needs improvement and what the trends in emailing our outreach team is like.
The tool you beed
What do you like best about the product?
It’s easy to use and extremely intuitive.
What do you dislike about the product?
Team capabilities are complicated and not easy to use.
What problems is the product solving and how is that benefiting you?
Help customer.
Good Tool; So Far, So Good
What do you like best about the product?
I love that Zendesk helps to create tickets via email or portal
What do you dislike about the product?
I don't like the number of steps we have to take to get to the actual portal.
What problems is the product solving and how is that benefiting you?
Submitting technical tickets on behalf of my clients
Recommendations to others considering the product:
None for now
Zendesk is critical
What do you like best about the product?
What I like best is the instantaneous results that my team is able achieve. We can immediately interact via chat with anyone that needs help, whether inside of our org or outside of our org.
What do you dislike about the product?
I cannot think of anything we specifically dislike at this time. It would be very picky to say, but sometimes the transactional log is not the cleanest, in that it could be formatted better for easier sharing and easier reviewing.
What problems is the product solving and how is that benefiting you?
ZenDesk IS the problem solving. We are solving the ability to solve problems in a quick and easy fashion. Customers both inside the org and outside the org are expecting to be able to chat and get instant troubleshooting help, and ZenDesk Chat allows for just that.
Recommendations to others considering the product:
Make sure you do the training session offered by ZenDesk sale reps. It is really eye opening and allows for your team to get onboarded really quickly.
Excellent customer service tool for improved customer satisfaction
What do you like best about the product?
Zendesk is very easy to use that makes communication with the customer seamless. It is also helpful to have the internal comments feature to communicate internally with other team members.
History of tickets/commutation is readily available and Zendesk Insights help gather company specific metrics.
History of tickets/commutation is readily available and Zendesk Insights help gather company specific metrics.
What do you dislike about the product?
Customers that are not in Zendesk are not able to post their comments on the ticket. Instead their comments generate “suspended” tickets which need to be handled manually.
What problems is the product solving and how is that benefiting you?
Using Zendesk makes our internal support process simpler. Having all the information in one place, Zendesk has become a great advantage for our company. It helps increase efficiency and maintain customer satisfaction.
Zendesk Chat
What do you like best about the product?
It helps us get in contact with our clients much faster and easier then ever before. It's pretty quick to implement and not as expensive as other options.
What do you dislike about the product?
It is slightly overwhelming to receive so much chats at once. At times it didn't seem like we were solving their issues, we were almost enabling them to not go to the help center
What problems is the product solving and how is that benefiting you?
We are eliminating calls and helping our clients solve their problems faster. We really like being able to connect with them in real time and avoid them having to call in and be placed on hold.
Recommendations to others considering the product:
I would make sure you're entire team knows how to use the software prior to launching it. I know that seems silly but we launched it with only our leadership team and a few others knowing exactly how to use it and it was very difficult to get everyone up to speed as quickly as possible. That alone caused a great deal of stress within our organization.
Zendesk promotes a more efficient solution with customers
What do you like best about the product?
It should be noted that Zendesk is an incredible tool that has allowed me to improve customer relationships as it is designed for customer satisfaction and helps me keep my customers updated. I can also get a vision of the clients that I have attended since I establish a communication and also maintain an excellent integration to process and solve my cases efficiently.
What do you dislike about the product?
It is important to highlight that there is an improvement in labeling and classification to have an easier way to do it. In addition to showing a better preview of the attached files.
What problems is the product solving and how is that benefiting you?
Zendesk is used by us as it facilitates good workflow and be aware of different projects and improvements. On the other hand it allows us to establish an improvement in the management with our clients in a better way and keep up with the necessary tools on the website and thus we can address the needs of the clients in a more positive way.
Recommendations to others considering the product:
I can establish that it is an incredibly good tool and works very well in the organization since it allows you to carry out the needs of customers quickly and effectively. Since it provides the necessary tools to guarantee the best service.
Never Experienced Any Issues
What do you like best about the product?
It's easy to work with. I never experienced any issues while using the program. My job used it and it helped us stay organized and revisit ticket issues if/when necessary.
What do you dislike about the product?
It takes some practice. At first, operation is not obvious. After some light training, using the program got easier.
What problems is the product solving and how is that benefiting you?
With zendesk support we were solving customer service issues with residents. Among different levels of employees, it made solving tickets as a team easier and more organized. Setting priority was nice too.
Recommendations to others considering the product:
I recommend the software. It only made my job easier. It's only as helpful as your employees are organized.If everyone remains on the same page, as far as data entry and stylings, the team will prosper.
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