Zendesk Suite
ZendeskExternal reviews
6,503 reviews
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Fantastic for our CS team
What do you like best about the product?
Easy to learn and does exactly what we need it to for our inbound emails, new users are up to scratch very quickly.
What do you dislike about the product?
Reporting can definitely be improved on.
What problems is the product solving and how is that benefiting you?
Manage our inbound emails. Various email addresses, all in the one place.
Recommendations to others considering the product:
For any small to medium sized businesses, Zendesk is perfect for you support team.
Organized Customer Care
What do you like best about the product?
I love the way Zendesk organises the tickets and the system to categorize, filter them.
What do you dislike about the product?
Someone else can access a ticket you are in while working on it.
What problems is the product solving and how is that benefiting you?
Studio Staff tickets to help with users accounts
Recommendations to others considering the product:
Just try it. It will speak for itself!
Awesome tool to provide support information
What do you like best about the product?
Its ability to provide diverse communication channels to support customers/employees.
What do you dislike about the product?
There is nothing to dislike, provides great services
What problems is the product solving and how is that benefiting you?
Employees IT support and others
Zen on Deck
What do you like best about the product?
Zendesk is pretty much a self contained platform that analysis all quality control measure and call center metrics for the user. It's full of tutorials to assist the user will any questions.
What do you dislike about the product?
If there are any problems bigger than the regular things, customer service calls can be a bit long.
What problems is the product solving and how is that benefiting you?
Customer service representatives operate in real time and all the best aspects of quality control are available for the representative to access.
Solid solution with almost limitless opportunities
What do you like best about the product?
The Zendesk community is a huge resource in learning from others to ensure you are delivering the best support experience your organization can offer.
What do you dislike about the product?
As with any SAAS tool, there are some confusing limitations. One that stands out to me is the inability to use Triggers/Automations to leave internal or public comments to tickets.
What problems is the product solving and how is that benefiting you?
We have made automations that reduced our need for offshore contractor support to reroute end users that we do not support. This allows our team to highlight the technical expertise they offer to tickets that need their eyes the most.
Recommendations to others considering the product:
It’s fantastic.
Zendesk for the Win
What do you like best about the product?
I love that zendesk is straightforward and easy to navigate. It allows you to keep track of all the customers you talk to and what they need done. You can text, chat, email, and talk all from one centralized location. It’s very easy to use.
What do you dislike about the product?
I don’t like that sometimes it glitches and things don’t show up. You then have to refresh the application which when you’re are there on a call with a customer, it can be a bit cumbersome.
What problems is the product solving and how is that benefiting you?
I can easily problem solve customer issues and have easy access to all their past communications in case I need to reference anything.
Excellent Support System
What do you like best about the product?
I love how efficient and organized Zendesk is
What do you dislike about the product?
I would like to see more reminders perhaps through email
What problems is the product solving and how is that benefiting you?
It has helped achieve a higher level in agent contracting and business being submitted
I help customers their issues
What do you like best about the product?
I like that that or is easy to manage. Also it is very helpful. Very easy to understand
What do you dislike about the product?
I hate that I can't make a call on the ticket
What problems is the product solving and how is that benefiting you?
I am helping customers with order issues and things.
Recommendations to others considering the product:
Learn the basics first
Best Help Desk
What do you like best about the product?
Zendesk is so smooth and provides amazing tools for customer support teams.
What do you dislike about the product?
When creating tutorials in the system, you can't copy and paste images from a Google Doc.
What problems is the product solving and how is that benefiting you?
Zendesk allows me to answer our teacher's help desk tickets efficiently. Using their macro feature saves us so much time.
Helpful
What do you like best about the product?
The processing rate of when help-desk tickets go in from the system to me is amazing!
What do you dislike about the product?
I think it is a little confusing for customers to see the “submit a request”
What problems is the product solving and how is that benefiting you?
It makes communication easier and effective when assisting customers
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