Zendesk Suite
ZendeskExternal reviews
6,517 reviews
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New User Review
What do you like best about the product?
Compared to some other customer support software that I have used, ZenDesk is quickly becoming my favorite. I had a little bit of a bumpy start getting used to it because it is very different to any other software I was previously familiar with but know that I have the hang of it I really do appreciate the little extra things that ZenDesk offers to make my job more efficient. Some notable improvements with ZenDesk are it helps us route cases to the right place, allows us to set up simple automations and rules that allow us to avoid spam, all things that we couldn't do previously.
What do you dislike about the product?
Merging on desk seems to be a puzzle for me. I am a recent user but I find the system to be a bit confusing especially for a feature that has no undo button. Also, it is worth mentioning I am still getting used to ZenDesk and after so long with another platform, it is expected to need sometime to get up to speed.
What problems is the product solving and how is that benefiting you?
We have been able to integrate most of our other systems inside of ZenDesk which definitely has some perks in regards it reducing the amount of software we need to complete our daily tasks. It also allows for us to have better cross-team communication which is vital in our company and for ensuring our customers needs are met.
Zendesk
What do you like best about the product?
I like how you can merge tickets and also how tickets go open once someone responds.
What do you dislike about the product?
I dislike nothing except you can’t stay logged in.
What problems is the product solving and how is that benefiting you?
Warranty and customer ser
A helpful tool for issues management
What do you like best about the product?
Its quick. Easy to maintain workflow. Good graphics for notifications.
What do you dislike about the product?
Nothing special. Nothing special. Nothing special. Nothing special.
What problems is the product solving and how is that benefiting you?
Supporting our offshore clients to fix software bugs.
Slick clean help desk app
What do you like best about the product?
Clean modern looking UI, lots of 3rd party apps available. It includes knowledge management and communities.
What do you dislike about the product?
Not easy to report on use of knowledge articles. Knowledge management tools are limited
What problems is the product solving and how is that benefiting you?
Management of knowledge was not uniform across all analysts
Zendesk is the most user friendly platform I have seen
What do you like best about the product?
The upsides are that you can click on the customers name and see all of their previous tickets and chats. I also enjoy the integration between zendesk and Salesforce to pull in our customer data so we don't have to go looking for it. I also like the fact that zendesk has phone support. Overall, great company.
What do you dislike about the product?
I dislike that the customer's previous tickets and chats are completely out of order. They should all be listed in order by most recent date. There are also limitations on tagging customers as high value, hot headed, etc. It's also almost impossible to separate Tier 1 and Tier 2 from taking tickets without someone monitoring every new ticket. Maybe I am missing something.
What problems is the product solving and how is that benefiting you?
Chats, tickets. Benefits are obvious. It is a user friendly platform and solves at least 80% of our problems.
Zendesk makes it easier , i used it in target and it was awesome tool for ticketing
What do you like best about the product?
This remedy ticket tool is really productive it is the best i love about it is real time updates from admins
What do you dislike about the product?
I think my overall experience of zendesk has been really productivei I do no think there is anything i dislike about it
What problems is the product solving and how is that benefiting you?
Solving tickets for requests and problems
Easy for customers, highly customizable for reports
What do you like best about the product?
Very easy to create queues and rules, the customer sees this as nothing more than an e-mail, which we love. Lots of ability to customize and build meaningful reports.
What do you dislike about the product?
Seem to have a fair amount of service disruption. This is a cloud-based app and it seems like we're dealing with functionality not working pretty regularly. Overall not terrible, and within SLAs.
What problems is the product solving and how is that benefiting you?
We were using Netsuite as a ticketing system prior. With Zendesk it's great to be able to have customers just e-mail us when there's an issue. We can take agents out of a phone queue and have them working on tickets and troubleshooting.
Easy chat tool
What do you like best about the product?
Easy to use and you can see the ticket information clearly!
What do you dislike about the product?
Sometimes hard to see who is writing in.
What problems is the product solving and how is that benefiting you?
We all can share these chats and include eachother so makes it easy to send the chat to the right person!
Excellent software!
What do you like best about the product?
Zendesk makes it easy for our end users to put in requests for support. I like how easy it is to use and how simple the interface is. Zendesk is good at integrating multiple communication channels into one place. We were able to connect our phone lines to Zendesk, which worked really well.
What do you dislike about the product?
Zendesk is easy to configure. This tool works as a great ticket management system.
What problems is the product solving and how is that benefiting you?
It's an simple yet excellent support ticketing system that gives us the ability to automate and customize responses to clients. It's easy for end users to navigate and tracking tickets is easy.
A very complete solution
What do you like best about the product?
I tested Zendesk solutions for a while (when i was searching for a help desk solution) and i can tell that Zendesk is the most complete solution in the market, by far.
What do you dislike about the product?
I dislike the lack of features related to revenues, but i think this is not the purpose of Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk solves problems like organization, team comunication, priorities and other things related to a ticket system.
Recommendations to others considering the product:
its a very good software! if you buy it, you will like it, for sure.
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