Zendesk Suite
ZendeskExternal reviews
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Zendesk Overview
What do you like best about the product?
Zendesk offers a very robust multi-channel support and ticketing system, and an excellent reporting and analytics module.
What do you dislike about the product?
Zendesk doesn't offer as much functionality with their chat feature.
What problems is the product solving and how is that benefiting you?
We are better able to support retail trading clients when they have questions about our trading platform, account opening procedures, deposits/withdrawals.
Recommendations to others considering the product:
Zendesk Chat is a great product for global24 hr businesses that need to address support issues and can also be used as a great sales tool
User friendly, customizable, does everything you need it to do
What do you like best about the product?
I really like the amount of customization you can do to the groups, and the ease of use especially for adding or deleting users, groups etc.
What do you dislike about the product?
We have had a few outages, other than that I can't really complain too much.
What problems is the product solving and how is that benefiting you?
It has streamlined the way tickets are handled and escalated, it has helped us become more efficient when dealing with tickets in general.
Recommendations to others considering the product:
Give it a trial run, you won't be disappointed with the interface, ease of use, and the price is on point as well.
Not bad system for helpdesk
What do you like best about the product?
One of the most used system for helpdesk
Flexible system settings
Not difficult to set up
Integrating in company`s mail, so people can just open request, reply, rate and close it. Also integrate with company`s telephony
Counts for reward
Flexible system settings
Not difficult to set up
Integrating in company`s mail, so people can just open request, reply, rate and close it. Also integrate with company`s telephony
Counts for reward
What do you dislike about the product?
Not intuitive interface for users, which are handle to helpdesk team. Also, IT - mans needs to get used
System has bugs, but support engineers or big customer community will help you
System has bugs, but support engineers or big customer community will help you
What problems is the product solving and how is that benefiting you?
Company`s support engineers use this system to operational solve users issues.
Recommendations to others considering the product:
Zendesk support is the big companies choice for the best helpdesk performance
Customer care turned QA analyst loving Zendesk
What do you like best about the product?
The interface is easy to use. It was something most people could catch on quickly. It offered a clean view of customer information and offered an ease of navigation.
What do you dislike about the product?
The automatic sign-out was frustrating. It caused many problems; for example, the page would remain in the last active view you used. After the system logged you out it was not known until you searched for a customers name, hit search, and then ended up in the log in section. Once you log back in, it returns you to the old account, not the one you were most recently searching for. This lead to many account mix ups.
What problems is the product solving and how is that benefiting you?
Help with customer questions, understanding certain needs for our clients, requesting reviews for things within our company. We also used it to quantify our list of internal errors/complaints.
Recommendations to others considering the product:
Keep with it, they are a good software to have. It offers an array of uses that can fit well within other systems you use for your company.
Buckets of customizable goodness!
What do you like best about the product?
Easy to view and act powered by clean and neat UI design. The customization is a godsend, making the platform suitable for countless applications.
What do you dislike about the product?
Can be unresponsive at times, perhaps less a product of the product itself and its reliance on a rocksteady connection.
What problems is the product solving and how is that benefiting you?
Zendesk enables the organization and speedy response of all customer inquiry across a team in several offices worldwide.
Simple and easy support system
What do you like best about the product?
Zendesk makes it really easy to organize all requests you receive from your in-house team to outside customers. Our team receives hundreds of tickets a week. Since we receive so many tickets, the best features Zendesk has to counter this are Triggers, Automations and Macros. With Triggers, you are able to automate activities to happen based on certain criteria. For example, if a ticket gets submitted with the word "Help" in the subject line, you can program Zendesk to assign it to a specific person and to reply to the submitter with a message. Automations function in a similar way but are timed instead of instantaneous. Macros allow you to update a ticket's tags, message, and other information with a click of a button. Zendesk has done a great job to make a ticketing system that increases company efficiency. It also has a Help Desk (customer forum / QA) section that is available at a specific price tier that could save you time.
What do you dislike about the product?
Because it's so popular and common, it's not tailored for any specific industry or product type, so often the features are built in a broad, abstract, and malleable way. This requires you to perform a little tailoring and administration to make Zendesk work well for you.
What problems is the product solving and how is that benefiting you?
As a school district of almost 13,000 students and thousands of staff, we need something simple with automation features. Zendesk has been our answer. We love the search aspect of it too, with so many tickets coming in week after week, a lot of times we have similar issues across our school locations, so being able to search by key word and see past tickets and their solutions has been a huge benefit for us in streamlining and speeding up our response and solve time.
Uneven User Experience
What do you like best about the product?
That I could input part of the name of a field and it would show up.
What do you dislike about the product?
I did NOT like that filters would not stay applied. Even when I put it in the settings that I wanted newest items first, it was still overrode by other settings. I had to click the filter button every time I refreshed the page.
Also, I had a bad week where I got several bad quality scores and my score NEVER increaseed after that. I had 5 good reviews in a row and it barely moved 2 points.
Also, I had a bad week where I got several bad quality scores and my score NEVER increaseed after that. I had 5 good reviews in a row and it barely moved 2 points.
What problems is the product solving and how is that benefiting you?
I was assisting customers. Benefits include streamlined assistance for customers.
Recommendations to others considering the product:
Make sure you set the product up very well, or else it will be a hindrance to your staff.
One of the best Support Handling Panel
What do you like best about the product?
Zendesk support has different following features:
1) Easy to use for a non-technical person.
2) We can create a different number of agents to make the support process manageable.
3) Zendesk provides different support types like chat, talk along with email support.
4) One of the coolest thing is that they provide API support for developer.
1) Easy to use for a non-technical person.
2) We can create a different number of agents to make the support process manageable.
3) Zendesk provides different support types like chat, talk along with email support.
4) One of the coolest thing is that they provide API support for developer.
What do you dislike about the product?
Following are the dislike points:
1) Zendesk support is quite expensive for the normal user.
2) Unable to edit a reply once delivered.
3) Searching isn't quite interesting.
1) Zendesk support is quite expensive for the normal user.
2) Unable to edit a reply once delivered.
3) Searching isn't quite interesting.
What problems is the product solving and how is that benefiting you?
In order to provide service to user asap, we used zendesk support, so that we can interact with our clients quickly and resolve their queries asap. With different agents, ticket management process is very easy. We can create macros of usually used reply and send it in future by just one click. We can set proiorities of ticket for different agents
Recommendations to others considering the product:
If you wanna make you users happy with great support, then zendesk support is very good option for you. You can reply your users faster and provide better customer satisfaction and gain goodwill.
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
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