Zendesk Suite
ZendeskExternal reviews
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Best in class for customer support and knowledge management
What do you like best about the product?
Zendesk's built-in knowledge management tools like macros, Internal and External Guide, as well as knowledge capture
What do you dislike about the product?
While I love how that knowledge management can be integrated into the agent’s main zendesk dashboard, the “articles” system feels outdated and limiting. It makes more sense to have “wizard” style guided workflows to reduce effort and streamline research
What problems is the product solving and how is that benefiting you?
Zendesk is a highly customizable, versatile, easy to use tool for customer support teams. As a new hire I found the learning curve to be pretty low. Seamless integration with knowledge management makes managing a large email queue a breeze— no need for support agents to hand write every single response. The filtering options make triaging customer emails especially easy. I also love how easy it is to imbed links in an email body, include attachments, and even emojis! I love that it supports both email and SMS communication with customers. You can see responses coming through in real time!
Recommendations to others considering the product:
It’s a convenient, versatile, customizable option that will be easy for your agents to use. It’s popular for a reason! My current company uses Netsuite and I miss Zendesk terribly!
Zendesk greatly helps our customer support team streamline and manage our communications.
What do you like best about the product?
I like that we can connect and share cases with our partners in Zendesk and we can customize to fit our needs. We also use the application to manage our social media communications.
What do you dislike about the product?
Support is limited to self-help and we have had difficulty creating customized reporting.
What problems is the product solving and how is that benefiting you?
We have been able to streamline our communications and identify trends.
I love Zendesk!
What do you like best about the product?
I love that each interaction is recorded in case you ever have to go back and pull up proof of a conversation.
What do you dislike about the product?
Tickets sometimes bounce to other users that may have assisted on the ticket instead of the person who solved the issue.
What problems is the product solving and how is that benefiting you?
Sometimes there are disconnections. Chats from different countries appear when I should only receive US chats.
Recommendations to others considering the product:
If you're looking for a software that allows you to solve user issues in real-time, Zendesk is it.
Excellent software for ticket management
What do you like best about the product?
Ability to link to other systems for seamless communication
What do you dislike about the product?
Nothing so far. It seems to be an excellent program
What problems is the product solving and how is that benefiting you?
Management of a large support team that can all use the software.
Zendesk is a great tool for customer service!
What do you like best about the product?
The platform is extremely customizable in terms of letting you choose a template or fine-tune the design to your liking. While our marketing manager used this feature more, Zendesk offers helpful in-platform analytics. As the customer service manager, you can easily see how your agents are performing and what pages visitors are on before they reach out to you. You can also track chat logs and data over time.
What do you dislike about the product?
A free version of Zopim is available, which is how we started using Zopim and Zendesk originally. However, it can be very restrictive in terms of what you can and cannot do. For example, by default, the free version shows a “We are Offline” image when the chat is unattended. Due to this, customers get the idea that they can’t get in touch with your support team. The paid plans allow you to hide this option, as well as make other changes to the way your chat appears.
What problems is the product solving and how is that benefiting you?
As the customer service manager, Zendesk was an amazing tool at helping us track issues with our customers as well as the progress of our agents. I started using this when it was Zopim and Zendesk separately and have always been impressed with the ease of use.
Zen Support
What do you like best about the product?
Very simple to use, the ability to track customers' previous interactions with our team has been a huge help in providing quick and efficient support.
What do you dislike about the product?
There's no real dislikes for me. Routing and Triggers can be confusing, they have a really great wiki for these things. If those do not help, their support team is very helpful with working through any problems.
What problems is the product solving and how is that benefiting you?
We are able to provide continuous support to our customers across several brands. Zen also provides great reporting tools.
User Friendly and Great Customer Service
What do you like best about the product?
Very straightforward and effective for communicating with customers over multiple platforms. There were rarely issues with the program that weren't the fault of the internet my business was on at the time. But when there were they were always very quick to hop on and take care of it.
What do you dislike about the product?
There isn't much not to like, calls drop somewhat regularly but I believe that is more of an issue with the internet rather than Zendesk.
What problems is the product solving and how is that benefiting you?
Makes it simple to utilize multiple methods of communication while keeping track of which customers you've already helped so your coworkers aren't potentially assisting them again.
Zendesk Chat is the perfect way to instantly talk with perfect video chat.
What do you like best about the product?
It is very easy to use and helped our organization in building a better customer support. This tool allows us to communicate and chat instantly in a more efficient way. Customer can easily speak to a real person through Zendesk Chat and get a fast response of our conversation.
What do you dislike about the product?
The most obvious difficulty in this software is that it is not a straightforward tool to use, and found it quite difficult adjusting to the different modules on Zendesk Chat. Some features are not so easy to configure and the graphical interface is not very attractive.
What problems is the product solving and how is that benefiting you?
Zendesk Chat software is very intuitive and user friendly chat tool. This software provide the great opportunity for Chatting with our colleagues and team members in a more convenient way. I would recommended this software to everyone with perfect chat conversation.
Great for helping our clients when in need!
What do you like best about the product?
The ease of use and how easy it is to delegate requests to other staff members. We are able to efficiently and urgently serve all of our clients with Zendesk. It also allows us to show our clients how to better use our product via the Knowledge base tool.
What do you dislike about the product?
It can sometimes be confusing when merging tickets. The tickets them self are simply shown as the ticket number with no additional information, so we have to still go into each ticket number.
What problems is the product solving and how is that benefiting you?
We are able to handle our clients requests much faster than when we were simply using email. Zendesk is wayyyy more efficient in that manner. Our speed of tickets solved has increase, and it shows us our clients overall satisfaction score. This is very helpful to our team!
Great support email for customers to reach us
What do you like best about the product?
the ease of checking new messages and replying to customers quickly
What do you dislike about the product?
That customers can solve out an issue themselves, because sometimes a reply is needed and it can get lost in the mix. Replies often get sent to spam or promotions folders as well.
What problems is the product solving and how is that benefiting you?
We are able to reach customers easily
Recommendations to others considering the product:
Great for customers to reach a support email.
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