Zendesk Suite
ZendeskExternal reviews
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A platform for a company to reach their customers and help answer question or concerns.
What do you like best about the product?
It is one of the best communication tools I have used with a company.
What do you dislike about the product?
There are times where Zendesk can be glitchy.
What problems is the product solving and how is that benefiting you?
Customers' questions and concerns, internal communication, and tracking for data about issues.
Zendesk keeps me Zen.
What do you like best about the product?
Very user friendly and eliminates emails with this smooth ticketing system. So many great features to use!
What do you dislike about the product?
I can't think of anything I dislike. Zendesk is awesome!
What problems is the product solving and how is that benefiting you?
One channel for ticketing system and allowing others to find the ticket easily to respond. Very organized with tags you can create and templates.
Zendesk is all you need, chat, email, support
What do you like best about the product?
When we switched to zendesk l was surprised how easy to use it is, how you have everything under 1 platform, the autoreply function is very usefull, and the ticket support system is very convenient.
What do you dislike about the product?
it was kind of confusing when the status of tickets from hold to pending, etc it will autoclose tickets and l didn't realized that.
What problems is the product solving and how is that benefiting you?
we like to keep everything under 1 place, having access to customer orders right there is very useful.
Recommendations to others considering the product:
super easy to install.
I use Zendesk as a communication medium for my company and their customers
What do you like best about the product?
I love that there is a place to grab all the data being inputted into Zendesk
What do you dislike about the product?
That sometimes the software can be slow and lag but I'm not sure if that is an internal troubleshooting
What problems is the product solving and how is that benefiting you?
Solving real-time customer calls, tickets, situations, etc.
Recommendations to others considering the product:
Making a tutorial on how to maneuver Zendesk. Zendesk can be complicated for a new user. Good data was exceptionally confusing leaving the first time around
Zendesk enables smooth support workflows
What do you like best about the product?
Zendesk is an easy-to-use platform for our team to use in supporting our customers. The screens and workflow are simple, easy-to-navigate and reduce the friction in the tools interaction, thereby allowing our team to focus on delivering a great support experience to customers. Multi-tenancy is built in and works like a charm to ensure we are only sharing information with the right customers each time. The marketplace is valuable and allows us to extend the functionality with minimal time investment. As an administrator, I can spend very little time managing the tool, allowing me to spend time in other strategic initiatives.
What do you dislike about the product?
The main downside I see is that long-standing, easy-to-implement features requested by the customers via the community are not added to the product. Several obvious changes which can improve workflows even further or provide better interaction between our company and customers seem like few lines of code for a big functionality return. We are hoping to see some improvements here in reviewing and implementing very popular and highly discussed product features.
What problems is the product solving and how is that benefiting you?
We provide support to our customers through Zendesk. We have it integrated into our product to give customers a more seamless experience when they need support. We also have the integration to our backend engineering system to track and manage escalations which require an audience beyond our support team. We also use the solution for reporting and trend analysis to determine how we will optimize and grow our support resources in the long run.
Recommendations to others considering the product:
When planning to implement Zendesk Support, ensure you have compared the features and functions you need with respect to how Zendesk can meet the requirements. Since our organization needs speed, agility and lightweight integrations, it is an ideal solution. If you need more rigid processes, functions beyond what Zendesk or its marketplace can provide, you may need to consider a heavier-weight product.
Great simple ticket system for Helpdesk
What do you like best about the product?
Able create macro and have user friendly interface.
What do you dislike about the product?
There is really nothing that I dislike about Zendesk, except maybe price is little high.
What problems is the product solving and how is that benefiting you?
Unifiied communication and streamline some of our workflows. Easily document and centralize knowledge base.
Recommendations to others considering the product:
Zendesk Support is great tool and very user-friendly. Require no learning at all.
Use it all day everyday
What do you like best about the product?
Super fast, easy, and lots of tools. I love that it can easily link a customer's email to an account on our website. This means that I don't have to manually type it in and search for it - I just click the link in Zendesk and BAM I'm there. Super easy! Those few seconds saved add up and really help my times and stats.
What do you dislike about the product?
There are times when it's down or has a weird glitch that make working a little harder. For example there were a couple of days when I could not merge tickets or it kept inverting the colors on my screen (weird, I know). It did eventually correct itself, though. The issues only arise once in a blue moon though.
What problems is the product solving and how is that benefiting you?
Like I said before, it makes my job so much faster and helps me to save time on each email. Those seconds go a long way when you're trying to hit a certain number of emails per hour.
Recommendations to others considering the product:
Overall it's great and I think the benefits and ease of use far outweigh the few times when a glitch has made it hard to do my job.
Good for online chat
What do you like best about the product?
Good for online chat...easy to install & use...
What do you dislike about the product?
There is nothing to dislike about zendesk chat...
What problems is the product solving and how is that benefiting you?
Using on our website...
A Great Tool For Customer Service
What do you like best about the product?
I like being able to view customer emails with ease instead of having to use multiple platforms.
What do you dislike about the product?
That it will sometimes refresh the page on its' own without request.
What problems is the product solving and how is that benefiting you?
The only problem is that it will sometimes refresh the page on its' own.
ZENDESK makes Life easier
What do you like best about the product?
It combines all the tickets from each customer together, giving ease to go back in history.
What do you dislike about the product?
When words are searched the result is not shown in any order, it is jumbled up.
What problems is the product solving and how is that benefiting you?
Solving tickets, it makes it easy to view the stats of the tickets solved and pending
Recommendations to others considering the product:
it is a great platform to keep up with customer service.
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