Zendesk Suite
ZendeskExternal reviews
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Zendesk Support
What do you like best about the product?
I like how they organize the tickets into categories such as pending, on-hold, or open. It creates an optimal workflow when I am working on a big team where it show who is tackling which issues.
What do you dislike about the product?
I don't like how there are a lot of extra tabs on the side that we usually do not use such as emails, follow-up, or suspended tickets. Also the reset sort order button is a little small.
What problems is the product solving and how is that benefiting you?
We get all of our company tickets through this program where we can tackle tech support issues for our tablet product.
Robust Online Customer Support Software
What do you like best about the product?
Zendesk is super easy to sign up and setup due to its user-friendly user interface. Also, their customer support is excellent.
What do you dislike about the product?
The mobile app of Zendesk Support is a bit difficult to understand and use as compared to its computer version.
What problems is the product solving and how is that benefiting you?
Zendesk Support has been a valuable tool for our company to support and manage customer requests and needs online.
Very simple and easy to use
What do you like best about the product?
Help center and knowledge base for previous tickets. Also support widget for quick contact with your clients.
What do you dislike about the product?
Don't have connection with some messengers, like skype, telegram.
What problems is the product solving and how is that benefiting you?
All request in one system with priority and tags. Also using this desk, you can collect request for all time and analyze you clients for upgrade your service.
Integrated and functional solution
What do you like best about the product?
Zendesk really works in our organization for our customers. The speed and volume of customer care solutions is outstanding.
What do you dislike about the product?
There is not so much to not like about the tool. We might discover something after some more use but for now it has been a great experience.
What problems is the product solving and how is that benefiting you?
We did use Zendesk for a complete customer service solution for a b2c consumer good client of us. The problem he had was that his current customer care system was based on old sap custom made software. At this moment he is able to help more customers within less time.
Recommendations to others considering the product:
See their trial/demo options and see the tool at work for your purpose. This will help to make your experience more easy.
A good fit for Startup!
What do you like best about the product?
I've been using Zendesk for 2 years as a Customer Success Manager to reply the tickets and online chat for the startup I'm working for. We're 3 users using the tool. It's awesome to automatically assigned the queries we got from customer to the concerned person based on the criteria we already defined. I must say it's incredibly stable software.
What do you dislike about the product?
None of the tool available online is perfect. But the way I have faced outages couple of time frequently was not the one about it I thought at the time of purchasing it.
Many times I faced trouble in getting to reach out to their support. I noticed that customers are three times more likely to buy when they get chat support right when they need it. There is a lack of spam protection in their chat widget. It can be integrated for unlimited chat.
Many times I faced trouble in getting to reach out to their support. I noticed that customers are three times more likely to buy when they get chat support right when they need it. There is a lack of spam protection in their chat widget. It can be integrated for unlimited chat.
What problems is the product solving and how is that benefiting you?
The top reason we purchased Zendesk is the Smart Knowledge base as you can make help docs easily and implement on your website. We can manage the communities to get a feature request of our product which can help to design the product feature road-map.
One of the best CS softwares
What do you like best about the product?
- Very simple to use software
- A lot of options for finetuning by Management
- You can save fast responses and create auto-replies
- You can merge tickets
- You can mark emails addresses as spam and block incoming emails from them
- There is an option to make separate queues for a different kind of tickets
- You can choose how to close a ticket ( Solved, Pending etc.)
- A lot of options for finetuning by Management
- You can save fast responses and create auto-replies
- You can merge tickets
- You can mark emails addresses as spam and block incoming emails from them
- There is an option to make separate queues for a different kind of tickets
- You can choose how to close a ticket ( Solved, Pending etc.)
What do you dislike about the product?
- Finetuning may be tricky and usually requires assistance from a Zendesk representative
- If a client stopped responding the live chat never ends. Zendesk does not have the option to complete the conversation after a specific time of inactivity
-You need to have the highest level of subscription (Enterprise) If you wish to integrate a bot for life chat
- If a client stopped responding the live chat never ends. Zendesk does not have the option to complete the conversation after a specific time of inactivity
-You need to have the highest level of subscription (Enterprise) If you wish to integrate a bot for life chat
What problems is the product solving and how is that benefiting you?
Communication with clients is smooth and fast, also secure. Zendesk allows you to modify the software following your needs. I recommend it.
Recommendations to others considering the product:
Check very carefully what options are unlocked with the subscription plan that you choose before signing a contract.
Great way to chat
What do you like best about the product?
Easy to get customer service and get resolutions for minor problems
What do you dislike about the product?
Wait times can be longer sometimes, wish it was available 24/7.
What problems is the product solving and how is that benefiting you?
Easier than being put on hold
A good Support Tool to provide technical support for enterprise customer in security domain
What do you like best about the product?
As per my experience in working with zendesk since last 3 years in technical support process, Zendesk provides us ease of communication with customer either in email/phone portal access, Zendesk can be integrated with all the modes easily
What do you dislike about the product?
As per my communication with some of the clients they said that customer facing interface can be made more simple and more user friendly,
What problems is the product solving and how is that benefiting you?
We uses Zendesk Support in Customer Support process and creating KB articles and publishing customer facing notifications
Recommendations to others considering the product:
As per my own working experience Zendesk Support can be used for All type of domains like Core Technical / Technical/ Business or any other type of Support services.,
Great Chat Tool
What do you like best about the product?
The visibility (as an admin) to view your team's live chats is wonderful; inputting shortcuts is intuitive
What do you dislike about the product?
I saw this on the ZD message boards and it did not seem to be a priority based on ZD responses, but the ability for the account owner to log someone out of chat manually would be fantastic, and I really hope it's implemented soon.
What problems is the product solving and how is that benefiting you?
ZD Chat has streamlined our customer contacts and helped organize our ticket library
Very useful
What do you like best about the product?
The administration panel is very easy to use, you can create some things really good
What do you dislike about the product?
The price of the plans are too high for me
What problems is the product solving and how is that benefiting you?
Offering a support system to my customers
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