Zendesk Suite
ZendeskExternal reviews
6,519 reviews
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We use zendesk everyday for calls, chat and emails
What do you like best about the product?
The interface is very clean and easy to understand
What do you dislike about the product?
The system tends to be slow and glitchy for us
What problems is the product solving and how is that benefiting you?
Financial issues and app resolutions pertaining to the mobile experience
Easy to use
What do you like best about the product?
This was the easiest to use. I would recommend this chat application over any other ones. It is easier and faster as far as sending and receiving replies to our customers.
What do you dislike about the product?
It is a little harder to get to customer service but that is a minor issue as we don't gave many issues and we don't reach out to them much as lack of problems
What problems is the product solving and how is that benefiting you?
Zendesk was an easier system to use. We have enjoyed this one the most compared to most chat applications. It helped us stay up to speed on chats and email support.
Recommendations to others considering the product:
I would recommend this application over many. I do not bash other programs but I will say this one is the best over most applications.
Best experience so far
What do you like best about the product?
I've been working as a member of our support team for just under a year at my current organization and this is my first time using Zendesk Support. It has been the most user-friendly and dynamic compared to other support programs I've used with other companies.
What do you dislike about the product?
The patches have caused us issues every now and again where the system is unavailable for a short time frame which was a minor annoyance.
What problems is the product solving and how is that benefiting you?
Customer requests and complaints. The system itself is pretty user-friendly which has been a huge asset for the volume of customer requests we receive.
Recommendations to others considering the product:
Would highly recommend if you're using another support software currently.
Excellent Ticket Management and Help Center
What do you like best about the product?
Zendesk allows a lot of customization for your company's help center. The support from both Zendesk and the community of users has been invaluable.
What do you dislike about the product?
Some of the integrations are clunky - for example, the integration with Slack, the bot treats all questions as though it can find an answer in our solution center, even when someone is asking if they can take an early lunch. We ended up turning it off.
What problems is the product solving and how is that benefiting you?
I am able to easily track user engagement through article views. I can track case work and history through the reports and searches available.
Recommendations to others considering the product:
Do your homework and use the community. You can learn a lot from other users.
Excellent app for customer communication
What do you like best about the product?
The app is really very user friendly and oriented and aimed at better communication. I like how it aims for better communication among different clients and customers.. Very effective management for multiple clients interactions
What do you dislike about the product?
Its not the cheapest solution out there for such tasks. No doubt it is one of the popular but I think they can provide some customer solutions
What problems is the product solving and how is that benefiting you?
Client targeted communication oriented meetings
Recommendations to others considering the product:
Its very user and customer oriented app
Great helpdesk tool for call center management
What do you like best about the product?
The call center management aspect is extremely thorough and useful. A lot of the management
What do you dislike about the product?
The ability to have document storage would be very useful for this tool, just based on our workload it would be very useful if this had such capability
What problems is the product solving and how is that benefiting you?
We use this primarily for our helpdesk and customer self service applications. It allows us to easily manage our workflows and make sure that tickets are being properly triaged and worked on correctly
Zendesk is a great tool with many ways to improve on it
What do you like best about the product?
I like that zendesk has become the top ticketing software in the world. It's ease of use and that so many orgs use it, makes it one to become familiar with.
What do you dislike about the product?
The thing that I dislike that it does have its fair share of random bugs, but that's typical of software and it's hard to run a software thats run on the cloud and not have some issues.
What problems is the product solving and how is that benefiting you?
Zendesk is the software that ties in all of our customer support tickets which is great to make things easy to oversee for everyone.
Great, multiuse platform for support
What do you like best about the product?
I love the ability to communicate with customers via multiple channels without having to create profiles for each channel.
What do you dislike about the product?
I don't like that the "play" feature allows multiple people to open a ticket at the same time.
What problems is the product solving and how is that benefiting you?
We use it for all of our non-social customer support. One of the best benefits involves multi party cases and the ability to link multiple tickets to a master/parent ticket for easy visibility.
A support infrastructure that greatly empowers all of our users
What do you like best about the product?
I liked the easiness of setting up and getting things going with Zendesk. Support is easy to use from day one, but gets more useful the more you use it. It's flexible and able to accommodate complex tasks, but you don't need a Zendesk masters degree to figure it out.
What do you dislike about the product?
Zendesk Support isn’t perfect and has some obvious drawbacks. We need to admit that there are some troubles with notifications because we don’t get them in time. There are cases when we get notifications about tasks that we have already finished or vice versa. It is very annoying and causes many inconveniences. Moreover, mobile application should be also improved, because there is a problem with a preview option.
What problems is the product solving and how is that benefiting you?
There are no doubts that Zendesk Support service makes work easier and faster. It is great that we can customize everything in order to our needs or clients’ requests. What is more, Zendesk Support is easy to use, so you can track e-mails and conduct personalized campaigns. Zendesk cuts down on time spent responding to customers through the use of automatic replies and macros. Zendesk removes the clutter of having all inquiries in your inbox by having them routed to the Zendesk inbox instead. Allows for creation of a customer service portal that is customizable. Ticket creation gives customers peace of mind that their request is being addressed.
Recommendations to others considering the product:
If you were in an organization that was strict on ITIL, there may be some features that aren't up to par, but as long as your organization has some flexibility, and you're willing to dig in to the automations and triggers, you should be able to get around most of the issues.
Zendesk Chat-An Excellent Support Tool
What do you like best about the product?
Zendesk chat allows us to embed a chat widget on our site, and when someone visits the website, we get a chance to engage them via a live chat. At the Zendesk dashboard, we get important client information like which page the client utilizing the live chat is at. We also love the fact the software supports file sending, and clients can offer pictures or screenshots when they are asking for help from us. Additionally, the chat ratings offered by Zendesk chat are the perfect means to get reliable feedback on how the support has been performing. The ratings play an important role in helping us create support content to our clients.
What do you dislike about the product?
Zendesk chat is an incredible software that offers the fundamental requirements of our support system. Unluckily, the most important functions are found in the high premium, and the essential features like chat support are not directly integrated into a single dashboard. The software has an all-inclusive and easy to use report session. Nevertheless, when it comes to transferring information, the tool doesn't allow us to choose the starting date for documents in CVS. For this reason, every time we need a ticket report, we are forced to retrieve information from the previous history.
What problems is the product solving and how is that benefiting you?
Triggers are important in any business, and this assists us in benefiting from automation, in a sense that when we are not online, the visitor will receive a welcome text or leave the contact information. This is good instead of the client leaving without contact information. Even when everyone is offline, the visitors will be served immediately we come online. With this tool, we can use live analytics and tracking functions when using the paid version. It also permits different incorporations and some add-ons like Google analytics.
Recommendations to others considering the product:
If you are a company that communicates with clients a lot and conducts live chat client service regularly, Zendesk chat is all you need. This is an incredible tool when it comes to flexibility and the ease it offers to the organization and its clients. With this great tool, you will easily have your clients flocking to you for assistance with various problems, so offering the best business. It is an easy to use tool and does not require any prior technical knowledge.
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