Zendesk Suite
ZendeskExternal reviews
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Zendesk is the business assistant you need
What do you like best about the product?
Zendesk is a very good business communications support software. It offers channels such as calls, messaging and file exchange with optimal quality. In addition, it has integrations to telephone services so it can be used to provide telephone service. We really like it so easy to sort the list of tasks.
What do you dislike about the product?
The quality of its service demands an optimal internet connection, so it can present failures. The Zendesk service lacks the ability to video call and store documents so it is limited in relation to other applications. It should be noted that something we do not like about zendesk is that it does not allow any user of the team to use shared screens, nor does it allow geofocalization.
What problems is the product solving and how is that benefiting you?
Your calls have professional equalization so it maintains quality standards, especially for companies. It is also compatible with all types of devices so it provides assistance everywhere. It also integrates seamlessly with social networks, which makes us more updated by spending more time in these. Zendesk is a platform of Help desk of the most automatizable.
Recommendations to others considering the product:
Zendesk has seemed a great alternative from the beginning, and for that reason we want to recommend it to the entire Internet community. We really like the ease with which we can work with her, and that she has so many different utilities to maintain a good management of call centers.
ZD is one of the best web based support solutions
What do you like best about the product?
I like that it can link other tickets simply by typing # XXXX, small feature but great if you use alot. I also think is pretty neat that you can easily merge tickets. Trigger and automations are awesome.
What do you dislike about the product?
Triggers and automation UI can use some work, perhaps a tooltip can be included to help explain some items, I will also like will like to see color code feature on the views,
What problems is the product solving and how is that benefiting you?
ticketing system, we help different plan level customers to it helps us diversify the type of service to different customers from automation for simple questions to urgent matters that require a white glove approach.
Great Value
What do you like best about the product?
It is a very easy tool to use that allows communication with our members.
What do you dislike about the product?
The ticket # system is a distraction and confuses our members
What problems is the product solving and how is that benefiting you?
Saved a lot of time keeping support issues organized. It has saved us a lot of money.
Recommendations to others considering the product:
Find a different way then ticket #'s
New User - Easy to use
What do you like best about the product?
I'm only a new user but so far its proving quite easy to navigate. Makes the whole ticket logging process from a support side a lot easier to manage
What do you dislike about the product?
Accessing the tool can sometimes be a bit difficult for me. That might be on me more than the product though.
What problems is the product solving and how is that benefiting you?
Managing tickets is a lot easier. If a customer has a query it's managed in a more organised fashion. Easier to delegate tasks and make sure they are done in a timely fashion
Recommendations to others considering the product:
Great product. Easy to use. I haven't dealt with the support myself but from speaking to others they have been extremely helpful. Looks like the product is going in the right direction.
Excellent tool!
What do you like best about the product?
It allows to automate response to our customers. The software is really easy to use and understand.. it has a very great robust reporting and advanced analytics which is really helpful to any company.
What do you dislike about the product?
The premium features are way better than the ones in basic and the premium is tad expensive.
What problems is the product solving and how is that benefiting you?
Easy to use Tracks all issues and provides reports Improves efficiency and service quality. The ticketing system works really well.
Great product
What do you like best about the product?
It's an intuitive program - well designed and well explained through support. Easy for customer service teams to understand as well, which they especially like because it makes their jobs easier. Reporting is great - gives good insight.
What do you dislike about the product?
It can be a lot of setup work if you're using macros. Once complete, it saves a huge amount of time.
What problems is the product solving and how is that benefiting you?
Automating responses where possible, allows for shorter response time.
Recommendations to others considering the product:
Worth the setup time.
Zendesk Support Enables Me to Do My Job
What do you like best about the product?
Easy ticket management, tagging, great and extensive API
What do you dislike about the product?
Has the tendency to get very slow, some functionality is limited
What problems is the product solving and how is that benefiting you?
We do all of our email and chat based support, and host all of our documentation on ZD Support
Learning Curve
What do you like best about the product?
What I like best about Zendesk is that it is very organized. When a duplicate ticket is made, the previous ticket is closed and the new ticket is linked. You can see exactly who is working on a ticket in real time, and the reporting is very educational.
What do you dislike about the product?
What I dislike about Zendeks is the emailing System. It is a bit confusing and now even months after starting to use the software I am still having issues with it. I wish it was more of a standard email format.
What problems is the product solving and how is that benefiting you?
The business problems I solve with zen desk support are customer service relation issues such as clients account questions and billing.
Recommendations to others considering the product:
There is a bit of a learning curve but once you understand it really expedites things
Zendesk Enterprise plan
What do you like best about the product?
We already know Zendesk is a great support tool, but with the enterprise plan you can set up multiple Brands with their own workflow. This is so powerful
What do you dislike about the product?
It's not cheap but if you need this feature is value for money. You need to train yourself on this enterprise plan, because you can customise so many things.
What problems is the product solving and how is that benefiting you?
After a one time setup phase you can service a whole customer service department with just a few resources
Zendesk chat works great and is great addon to zendesk
What do you like best about the product?
That is plugs and plays proper with the zendesk service suite
What do you dislike about the product?
Sometimes the chat fails to load and seems to slow the site down
What problems is the product solving and how is that benefiting you?
allowing customers to chat with our reps in real time without having to pickup the phone or use email which may not make it in time or get sent to spam
Recommendations to others considering the product:
nice and smooth live chat feature that integrates nicely with the zendesk suite of customer service functions. We highly recommend their full services as it makes for a nice all in one dashboard for customer services within one URL custom to your business
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