Zendesk Suite
ZendeskExternal reviews
6,503 reviews
from
and
External reviews are not included in the AWS star rating for the product.
ZenDesk
What do you like best about the product?
Fast and easy setup, with lot's of customization
What do you dislike about the product?
I have nothing bad to say about it. Been using it for 4 years.
What problems is the product solving and how is that benefiting you?
A way for our agent's to submit trouble tickets.
Best Support Software, Hands Down
What do you like best about the product?
What isn't there to say about Zendesk? It's the best CRM I've ever encountered.
What do you dislike about the product?
It requires you to pay by user, which can be costly for large organizations like ours, but every help desk software does the same thing.
What problems is the product solving and how is that benefiting you?
Omnichannel support happens in one ecosystem.
Useful program for ticket management
What do you like best about the product?
It’s a great piece of software to help support and track support tickets. You can gather data and see what parts need more improvement and see what is working best.
What do you dislike about the product?
The rating system where we cannot rate back the ticket submitter.
What problems is the product solving and how is that benefiting you?
Anything technology reared whether through technology, business or student systems.
Recommendations to others considering the product:
Enable feedback to ticket submitters.
Zendesk is okay, but definitely a learning curve
What do you like best about the product?
What I like best is how we can quickly check into the tickets to see the exact step of the process a customer is on. Whereas with our previous ticketing system, I would have to scroll through several comments until I reached the bottom of the page to see the most recent comment on what was going on...Zendesk has a more intuitive layout where the most recent relevant comment is on top.
What do you dislike about the product?
It is a bit of a learning curve. We have used our old ticketing system for years, and it was hard to get used to Zendesk. I wish some sort of training was provided. It was hard trying to teach yourself where everything was located and where to click for what. Also, certain comments we customer service folks left on a ticket did not go through to the queue because we were missing a key phrase that was supposed to be attached our tickets, regardless of whether a document was attached or not. We were not educated on that, leading to a delay in our first week's of tickets.
What problems is the product solving and how is that benefiting you?
Security is one of the top priorities at our company and we want to make sure anyone that comes to our site is legitimate. Customers are required to verify their identification and if they don't provide enough information while creating an account or if their account has some sort of red flag, they then have to appeal and provide more information to see if we can verify them. All their appeals then go through Zendesk where we can review them. This had led to a more streamlined process for verifying our clients. Also, now we can easily check on the status of their appeals. Previously, we would have to put the client on hold for a few minutes while we consulted with our QA team to see what the client's status was and/or what additional information was needed. Lastly, with Zendesk, it has also sped up the process of getting accounts verified, leading to more satisfied customers.
Recommendations to others considering the product:
I would recommend training your users on this system. There is definitely a lot to garner from this system, but training is key so that all users are aware of how to correctly and fully take advantage of the features Zendesk has to offer.
Favorite CRM for customer experience
What do you like best about the product?
-clean UI
-easy to use
-tons of integrations with apps like harvest capsule slack
-decently priced
-looks clean on user end
-
-easy to use
-tons of integrations with apps like harvest capsule slack
-decently priced
-looks clean on user end
-
What do you dislike about the product?
-undoing messages or editing tickets after closed if miscategorized
-faq is a great idea but not totally clean execution
-faq is a great idea but not totally clean execution
What problems is the product solving and how is that benefiting you?
Clean look CRM that is easy to use and integrations with other apps we use
Great Ticketing Tool !
What do you like best about the product?
Easy Ticket creation.
Easy reporting.
Easy to understand.
Easy reporting.
Easy to understand.
What do you dislike about the product?
UI/UX can be better. We should be able to save Internal note and reply.
What problems is the product solving and how is that benefiting you?
Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.
Zendesk is amazing!
What do you like best about the product?
I love that ZenDesk is instant with exchanging responses between customer support and the customer. This is super important for the customer to be able to get timely responses. The best part would have to be the ability to create macros which allow an even more prompt communication and experience for customer.
What do you dislike about the product?
I havent found anything i dislike. Everything is pretty self explanatory as far as the functionality. Zendesk even has a help section built within that you can quickly access for any assistance needed.
What problems is the product solving and how is that benefiting you?
Zendesk is extremely benefical in exchanging emails between the user and customer, it has proven to be an effective form of communcation. It has allowed call volume to go down significantly therefore we are able to focus more within zendesk to respond to customer more timely. The organization and templates of the macros are the benefit! Also, it is very quick for staff to send an email within one universal email address.
Zendesk rocks!!
What do you like best about the product?
I like how easy it is to enter tickets. Also like the UI of the portal. Simply design.
What do you dislike about the product?
I think one think that I dislike is the this ticketing system does not have as many features as Servicenow .
What problems is the product solving and how is that benefiting you?
Opening tickets with our vendor that supports our IT systems. This makes it so easy to keep track of our tickets. I do not have to look thru my old emails to find out the status of a ticket.
Great support platform that doesn't have a large learning curve
What do you like best about the product?
Zendesk Support has been implemented recently in our organization to manage multiple channels of support and we love it so far. The interface/UI is extremely easy to use and you can see when another "agent" in the organization is viewing the same support ticket.
What do you dislike about the product?
I dislike that there isn't the option to chat with another agent on the ticket so you could quickly collaborate and solve the ticket - we usually end up on Slack chatting with one another.
What problems is the product solving and how is that benefiting you?
We have many people needing support from a few different groups in our org and we needed one central place for all requests to sit.
Recommendations to others considering the product:
Definitely have the product demo first and request more info - they were so helpful and supportive during the evaluation process
Zendesk is Great!
What do you like best about the product?
I like the ability to track the categories of my tickets-- or to pass it off to someone easily who can better help that customer. It makes the process very seamless. I also love that I can view the entire email history by searching an email address. This would be impossible in say Gmail or Outlook if that customer was emailing multiple members of my team and we needed a complete history of their conversation. It holds both the customer and the business responsible.
Also, from a Support side, they are always releasing new updates. The Knowledge Center add-on saves us hours every day.
Also, from a Support side, they are always releasing new updates. The Knowledge Center add-on saves us hours every day.
What do you dislike about the product?
I don't like how it's not seamless to create personal macros and share them with your co-workers. I also don't like that there's not more formatting options. It's really just the bare bones with font size, bullet points, etc. We use an additional server to send out our customized messages, which I think could be done through Zendesk if that was an option.
What problems is the product solving and how is that benefiting you?
Quick customer response times, one inbox for all inquiries (in case someone is OOO, there's no delay), accurate reporting on what our customers ask about the most so we can improve our Help Center.
Recommendations to others considering the product:
I think it makes the most sense if you've got a team of 10+ to utilize Zendesk's services. There aren't any holes from your customer's side in their customer service experience and it improves their response time.
showing 2,161 - 2,170