Zendesk Suite
ZendeskExternal reviews
6,503 reviews
from
and
External reviews are not included in the AWS star rating for the product.
We use Zendesk for Help Desk Support
What do you like best about the product?
The end user puts in the ticket, save us time from doing that.
What do you dislike about the product?
I don't dislike anything about Zendesk Support. It saves us time.
What problems is the product solving and how is that benefiting you?
The end user puts in the ticket. It saves us time by not being on the phone with the end user to put in a ticket.
Helpdesk
What do you like best about the product?
Zendesk is easy to use especially for help desk support
What do you dislike about the product?
There is nothing I dislike about the program
What problems is the product solving and how is that benefiting you?
end user issues that come into the ticketing system. It allows us to escalate tickets to the right support group
Zendesk For Life!
What do you like best about the product?
I've used Zendesk now for 5 years in various customer support roles. I can't imagine using any other ticketing tool. The level of control and customization available to users is incredibly robust. Having the ability to take and make calls, handle chats, track analytics and usage all within one platform is critical for a support team that needs to keep the workflow streamlined and accessible. In my last role, I cultivated the macro repository used by our support organization and I loved the wide range of tools and options available to make the macros work efficiently and effectively to reduce response time and maximize agent workflows.
What do you dislike about the product?
The only thing that I really wish ZenDesk offered, is a more uniquely customizable UI that makes the platform stand out within the organization. I've used Zendesk at two companies now, and it would be nice, although not necessary by any means, for the company to be able to more definitively brand their dashboard setup.
What problems is the product solving and how is that benefiting you?
Zendesk Support tools have allowed our support organization to actively monitor and analyze ticketing trends which has made monthly reporting a breeze. The ability to breakdown ticket volume per account by ticket classification, product, etc. has made it easier for us to determine which components need better documentation or feature requests that should be pushed through into development. I've been able to share vital information within my team and organization, as well as sharing key data with my customers directly to help improve their product usage and understanding.
Recommendations to others considering the product:
N/A
Standards met for a small growing office
What do you like best about the product?
I like love that I am able to pull individual reports on my on calls taken.
It has become very helpful and we are all experts on the rise.
It has become very helpful and we are all experts on the rise.
What do you dislike about the product?
I don't really dislike anything about zendesk, I think that we are working to improve our knowledge and it is moving at a steady pace.
What problems is the product solving and how is that benefiting you?
It gives our office the ability to connect with our clients internationally with little to none in errors.
Recommendations to others considering the product:
this will definitely help organize your company with communication
Outstanding experience
What do you like best about the product?
Really loved it, a truly complete long term solution for customer support
What do you dislike about the product?
I dont have any complaints to present, i-m fully satisfied
What problems is the product solving and how is that benefiting you?
Making a better relationship with my clients
Recommendations to others considering the product:
I recommend talking to support to find the right plan for you
Great
What do you like best about the product?
Nice product, could get better with more integration as that would help unleash it’s power. Generates good reports.
What do you dislike about the product?
The User experience and User Interface could be better.
What problems is the product solving and how is that benefiting you?
Support tickets
Take care of your users in real time and increase sales
What do you like best about the product?
Zendesk chat is a valuable tool for help desk. It allows providing information and support to your users in real-time.
You can constantly monitor your visitors seeing the active ones, the idle ones and also the ones who opened the live chat tool. You may also see their referrals.
By opening the panels of users visiting your sites you get many information about the pages they are on and all the ones they have seen. You may also viwe their IP, the browser they are using, their location and other useful information about their devices.
Each visitor has thier history. If you already had contact with someone you can easily check your conversation history seeing the agent and the transcriptions. The conversation could be sent via email.
You can constantly monitor your visitors seeing the active ones, the idle ones and also the ones who opened the live chat tool. You may also see their referrals.
By opening the panels of users visiting your sites you get many information about the pages they are on and all the ones they have seen. You may also viwe their IP, the browser they are using, their location and other useful information about their devices.
Each visitor has thier history. If you already had contact with someone you can easily check your conversation history seeing the agent and the transcriptions. The conversation could be sent via email.
What do you dislike about the product?
Some useful features are only available for the professional plan (tracking visitors and conversion analytics). If you have other third party to monitor them, you will be fully satisfied by the other plans.
What problems is the product solving and how is that benefiting you?
Quick and easy customer engagement. It makes people feel happier and more secure with a product when they know they can get in touch with someone quickly and easily for support
Recommendations to others considering the product:
I would give this product a chance, especially if you're already using Zendesk.
Clean Interface
What do you like best about the product?
This platform is very easy to use and I like that I can view all past tickets and you can see the events that take place within in each ticket. This makes it very clear as to who made changes and what changes were made in each ticket.
What do you dislike about the product?
There are additional apps that you can use, however, the app I most utilize, "Solved Ticket Progress Bar", does not track the number of solved tickets accurately. I do like the memes when you do hit your goal.
What problems is the product solving and how is that benefiting you?
I am able to resolve customer issues quickly and set certain tickets as pending so that I may follow up on that ticket.
Recommendations to others considering the product:
This is a really great way to track what questions are coming in so that you can view trends in service. It also tracks what users have made edits to each ticket. It also clearly shows what tickets are open or pending and to whom they are assigned and what is being worked on to complete each ticket and address each customer question. The data acquired is fantastic and shows how many tickets you've completed and the ability to add tags helps to organize what each ticket was mainly about. You also have the option to create macros which make it easier and faster to respond to students when asked questions that are easy to answer or have been asked often. I would recommend using Zendesk if data tracking is important. The ease of use of the platform is great as well. There are a few times where I've experienced Zendesk being down but does come back online within a few hours usually.
Great reporting and integrations!
What do you like best about the product?
I joined an organization that didn't previously have a help desk, or a help desk workflow. The solution was a Slack channel where people posted their requests and they were responded to ad-hoc. I was able to quickly get the team set up with a Zendesk account and use existing API/account connectors to turn the current workflow into a workflow that sends tickets from Slack to Zendesk based on a user's message reaction. Another message reaction closes the ticket. I now have reporting on response times, ticket repetition, and major incidents with no change on the user end.
What do you dislike about the product?
There's not much to dislike. Zendesk is priced great, works well, and gives me the data I need to reach my performance metrics.
What problems is the product solving and how is that benefiting you?
The issue was getting metrics from the current support workflow without interrupting or changing user interaction too much. I was able to implement it perfectly and can now extract metrics from Zendesk on the back-end.
Recommendations to others considering the product:
Try it! It's easy to set up!
Zendesk is what we needed to integrate our support
What do you like best about the product?
It is complete. As far as support representation work is concerned, it is simple, to the point, and it integrates well with many tools because it is such a large company, Our company has been using Zendesk for 8 years, Zendesk as a tool does what it is supposed to do what should he do
What do you dislike about the product?
Some of the basic settings are so deep and so extensive that you will spend hours reading the Help articles to understand how to customize your ticket form. It is NOT friendly for small businesses.
What problems is the product solving and how is that benefiting you?
is a great intuitive, dynamic and easy-to-use customer service tool that allows the use of macros to optimize messages to customers.
Zendesk is easy to implement and with adaptable prices. I have recommended this tool to several friends for their organizations.
Zendesk is easy to implement and with adaptable prices. I have recommended this tool to several friends for their organizations.
showing 2,211 - 2,220