Zendesk Suite
ZendeskExternal reviews
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Zendesk for Customer Support
What do you like best about the product?
It's a way to respond quickly to help customers, through either email, chat, or system ticket.
What do you dislike about the product?
I have no complaints about Zendesk ticketing
What problems is the product solving and how is that benefiting you?
It helps us stay on top of customer needs & questions, & direct them to the correct department. Monthly reporting helps us make sure we're fast and thorough with our responses.
Quick, Simple and user friendly
What do you like best about the product?
Zendesks simple and minimalistic layout is really easy on the eye and so simple to get around
What do you dislike about the product?
Its not always obvious where things are, can require some looking about
What problems is the product solving and how is that benefiting you?
Easy supporting for customers
Recommendations to others considering the product:
Super user friendly for both customers and agents
The best, but still missing common features for B2B support
What do you like best about the product?
The administration is very easy and API is pretty good. The Agent interface is also great compared to other solutions. The move to AWS SES for improved email deliverability is great.
What do you dislike about the product?
No method of making Read Only custom end-user or organization fields. Fields cannot be clickable hyperlinks. You can not report on User activity with the Explore addon. Zendesk own community run on Zendesk has hundreds of duplicate Feature requests that are not curated or responded to in a timely manner by their employees. (am not saying F.R.s getting fulfilled, just acknowledged). API Rate limit does not scale with number of agents or customers, you have to pay for the addon. Zendesk Talk is not as feature rich as other solutions.
What problems is the product solving and how is that benefiting you?
The need was to consolidate to a single platform for B2b support with the integrated community and VoIP solution. We can now have remote employees that use the intergrate voip with ease. The
Recommendations to others considering the product:
There are lots of limits that are not properly documented in a known limitations doc. Make sure you test the $%*$& out of Zendesk with the workflow you are looking for prior to buying.
Get tickets from all channels
What do you like best about the product?
Zendesk make it easy to gather all support requests in one place. Regarding of channels, any customer support rep can have access and grab any case request right away. The analytic part of the solution is great too. For the Reps, it is great to be able to track their KPI's.
What do you dislike about the product?
The interface needs some visual improvement. Sometimes buttons are hard to find or located in not so convenient areas
What problems is the product solving and how is that benefiting you?
We had requests coming in from all sort of channels. Zendesk consolidated all of those into one single tool.
Zendesk a software with a fantastic messaging service.
What do you like best about the product?
It is a platform that leads in the area of call center companies. It is of great pleasure that Zendesk offers us the function of instant messaging to the possibility of chatting with our customers, thus greatly helping to improve the commercial relationships we have with them.
What do you dislike about the product?
It does not offer document storage or automated routing. Zendesk does not have network monitoring either. It does not offer stored documents or detailed information about the clients' experience. Nor does it have an option to implement video calls.
What problems is the product solving and how is that benefiting you?
The chat features offered by Zendesk are wide and varied, giving us better communication with our customers. Its channel system is varied, and shows that there are many ways to get engagement from our regular customers. It is good for creating detailed reports of customer information.
Recommendations to others considering the product:
We recommend Zendesk for the management of the reports. It is a good option for those companies that want to be in contact with their customers, it is good to interact by various means either by email or phone and allows to track calls. We recommend it.
Zendesk Support and Engagement Review
What do you like best about the product?
Zendesk can be used to meet the needs across any platform, business, educational helpdesk support, or company. The customer/user service products are flexible and readily available, easy to use.
What do you dislike about the product?
Pricing; "per agent per month" can be brutal. Depending on the number of users, the suite is ideal however a high number of agents may not yield financial efficiency.
What problems is the product solving and how is that benefiting you?
Help Desk needs of users
Recommendations to others considering the product:
It's a fantastic platform for engagement and ease of use. The pricing can be high depending on your implementation of services and number of users.
Excellent CX tool!
What do you like best about the product?
ZenDesk allows for easy organization of customer service tickets. The platform is intuitive and user friendly.
What do you dislike about the product?
I wish the search function was a bit more comprehensive to allow for a more thorough search of archived tickets.
What problems is the product solving and how is that benefiting you?
We user ZenDesk support to organize all of our customer service inquiries. We have realized the benefit of having all our customer inquiries in the same place.
Works
What do you like best about the product?
Love all the collaboration options! Also likebeing able to comment internally
What do you dislike about the product?
yet it's not always easy to determine whether another agent is acting upon a support request (can only tell when they are viewing a ticket).
What problems is the product solving and how is that benefiting you?
Streamlined operations, better organized
Zendesk is the best help desk software that we have used
What do you like best about the product?
What we liked most about using zendesk was its call center organization system, which is quite customizable at our convenience. We really liked your support ticket management system, and its integration with the rest of the platforms coming from the zendesk suite has seemed quite excellent. Now, zendesk also seems very good for call routing, since they focus a lot on making the call system as stable as possible.
What do you dislike about the product?
Something that has displeased us of zendesk is its price. This is really economical, but if you want to get the most out of the platform and obtain proper help desk management, you are practically forced to buy the rest of the suite, for nothing more and nothing less than $ 49 per month . We do not like that zendesk does not allow marketing automation campaigns.
What problems is the product solving and how is that benefiting you?
Zendesk has greatly benefited our small business with the management of the customer service system. Before we had enough difficulties to perform issue tracking and case management. In addition, its self-service portal is quite customizable, and that is quite acceptable. With zendesk our call management was also made much simpler.
Recommendations to others considering the product:
Zendesk has seemed very recommendable to us from the first moment of its use. We recommend it enough to track relationships, and to perform case management. We are very grateful for the appearance of zendesk, and we will continue to use it for a long time.
Zendesk has made it easy to communicate with customers
What do you like best about the product?
It's easy to manage support tickets with Zendesk. We like that very much, and that it provides analytics to correctly understand the customer experience. We like that it allows the company to chat in real time with the visitors of the website in a detailed way. Now, Zendesk offers the customer an excellent discount per agent per month, nothing more and nothing less than the $ 35 of its actual cost, leaving only $ 89 per month (for the entire suite).
What do you dislike about the product?
We do not like Zendesk that does not have document storage, or IT asset management. It does not allow automated routing of users, nor manage marketing campaigns by email. Its dialer prediction system is quite limited, as is its handling of message templates.
What problems is the product solving and how is that benefiting you?
His system of sales equipment automation has been very useful to keep a good control of what happens in the business. The knowledge bases that Zendesk offers have also helped us a lot with self-service. Its omnichannel support with email, telephone, chat, messaging and social networks provide complete communicative control to the user.
Recommendations to others considering the product:
Zendesk is highly recommended to handle technical support tickets. Without a doubt, this Help Desk tool is perfect for all kinds of scenarios. We recommend it a lot to perform feedback management, and to properly monitor the social media. Your call recording tool is pretty good for later playback.
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