Zendesk Suite
ZendeskExternal reviews
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Great tool forever
What do you like best about the product?
Easy to use for both customers and internal end users.teams can access globally, which helps to update real time without waiting for confirmation from others. User-friendly interface which takes less time to onboard the people. It helps to track bugs /fixes. Easy reporting and integration which makes life easy for management. Would recommend for each organization
What do you dislike about the product?
It has everything that's required for the customer-oriented organization. So far I don't see any concern
What problems is the product solving and how is that benefiting you?
it helps a lot as it supports Jira integration
Recommendations to others considering the product:
Yes
Amazing Help Center - Simple, Efficient, Clever Design
What do you like best about the product?
The ability to hid your articles and preview them before publishing is amazing. Creating intricate help center articles can be tricky, so seeing how this ends up on the other side really helps. I would love if they included an auto-save feature so that my work gets saved all the time, but still, having drafts is also one of my favorite parts of the system.
What do you dislike about the product?
The formatting and placing images can be tough, but that would be my only complaint. A little more customization would be nice too but small complaints really. Also the integration to our own site is also difficult and caused a bit of problems. Signing into Zendesk every day can be a bit cumbersome but it's still worth it.
What problems is the product solving and how is that benefiting you?
We're helping our clients realize the potential of our product. We have a pretty complicated system and our clients need as much help as they can get. The more help center guides we create, the better we can offer help with guides on our product. More guides makes my support team happy
Recommendations to others considering the product:
If you are going to use Zendesk Guide, make use of the way to customize and organize into sections. I would stray away from allowing comments until your company is at a point where they will be productive and can respond to comments in some form, otherwise shut them off.
Excellent product for customer support
What do you like best about the product?
We used tbe Zendesk. Suite and really enjoyed all of the features. Tbis saved so much time versus taking phone calls or emails for client questions or complaints. My clients feel they are takwn care of, and I know that their concerns are being handled properly. We use the chat feature ti service clients immediatly online. Tbis helps them to aviod waiting on the phone or my reps being tied up when they could be making another sale. We also enjoyed tje knowledge base for self starting clients. We know that many clients will utilize a system that allows them to get answers from reading as oppose to chat or calling. This puts the power in the hands of our clients. Unfortunately we no longer use this great software, bit I hope to use it agian soon.
What do you dislike about the product?
I personally do not like that they seem to use their own product. When I need support, it usually means I have many questions at the same time and cannot use a bot or chat to get answers. I know that these are great for most consumers but when I break down to fall support it is because I already read everything avaialble and was unable to gaet the proper response.
What problems is the product solving and how is that benefiting you?
We use to use this to aviod hiring extra people to wait for client support calls. Unfortunately we found many clients to be impatient and that after building a large client database, we needed a way to respond to the same questions from different clients. Especially the ones that didnt read the FAQ area on our web page.
Helpdesk ticket system for every business small and large
What do you like best about the product?
The ability to create rules to filter tickets based on severity and categorize by Business Name. It’s a great solution and will continue to use for years to come.
What do you dislike about the product?
Pricing can be a slight turn off, but it’s a top notch solution built on reliability.
What problems is the product solving and how is that benefiting you?
Helpdesk tickets logged and all requests resolved in a timely manner.
Great product for small to medium business
What do you like best about the product?
The ease of implementation and the add-on that we are able to utilize
What do you dislike about the product?
The monthly costs. Other that this we have a good product that works for us.
What problems is the product solving and how is that benefiting you?
Ticketing system. Reporting for metrics. User self-help.
Customizable Helpdesk with tons of integrations!
What do you like best about the product?
Very customizable! The ability to make workflows of rules is awesome. We use it for custom workflows and triggers to assign tasks to the appropriate groups.
What do you dislike about the product?
A little confusing to set up if you haven't used a product like this before. Webhooks are awesome but need to have a basic of understanding of how they work to use them. The full setup can be a little time sink-ish.
What problems is the product solving and how is that benefiting you?
Helpdesk with built in knowledge base.
The ultimate Ticketing system
What do you like best about the product?
I like the fact that the tickets are streamlined very well. Its organized and makes it super easy for end users to submit the tickets themselves thus making the response time faster. The categories are also super easy to understand while simple enough to not confuse the customer.
What do you dislike about the product?
I dislike the fact that since the tickets are so simple and streamlined t makes our role kinda seem useless. Now what i mean is I usually like writing the tickets myself as i am able to accurately document Information. When the end user does it they may lack the knowledge necessary to accurately fill out their tickets. However I think that's an issue with all ticketing systems that allow users to create their own tickets.
What problems is the product solving and how is that benefiting you?
We solve anything from
Account lock out
Password Resets
Escalations
Printer Support
Limited Application Support
Asset management
Software and Application Deployment
Keeping track of calls
Virus removal
Account lock out
Password Resets
Escalations
Printer Support
Limited Application Support
Asset management
Software and Application Deployment
Keeping track of calls
Virus removal
Recommendations to others considering the product:
If you do not mind end users creating tickets to help speed up SLA's then this is the ticketing software for you
Very Straightforward
What do you like best about the product?
Zen Desk Chat is very straightforward to use for the average user. Has a hot link and you just need to be patient while using it, it takes a bit for it to load. It also comes down to the hours of support on the other side. Most of the time, it has support but alas, it has technical difficulties from time to time.
What do you dislike about the product?
The down times in the chat support and the loading mainframe time.
What problems is the product solving and how is that benefiting you?
Short cuts for those who do not want to be on the phone constantly and also quick help with items and answers.
Zendesk is zenful!
What do you like best about the product?
It’s so easy to set up and the widget is nice! The shortcuts are right at your fingertips. Search history is right there with many filters to choose from. I like being able to see who is on your site right now.
What do you dislike about the product?
Honestly, there really isn’t anything that I dislike! If I had to choose something, it would be that I’d like to have a little bit of reporting (we have the basic package).
What problems is the product solving and how is that benefiting you?
Zendesk
Recommendations to others considering the product:
Absolutely check out Zendesk for your live chat support!
Sleek and user friendly
What do you like best about the product?
Zendesk chat, it is in the name, zen. Using this product to communicate with clients is a dream. It's quick and the analysts are an awesome feature. I like to see where my chats are coming from to better suit our customers since we are a U.S based company and currently don't offer overseas shipping. Many of the features avaible I've not seen in other customer service based programs.
What do you dislike about the product?
I don't dislike much about the products. I think if I had to be picky and say something I didn't like, it would be the color scheme.
What problems is the product solving and how is that benefiting you?
Zendesk chat is designed for chat-based customer service. So I'm assisting customers quickly without long wait times, and much more effectively. I can handle the problem without much small talk or dead air, which can often put-off a customer.
Recommendations to others considering the product:
If your using an old product or one that doesn't keep up with the times, you're missing out. Zendesk is modern and sleek. It shows more analytics than most products I've used with different products. It even connects to Facebook Messanger, so you don't have to purchase another product for social media. If the business is closed and you're still receiving messages, it will be seen as an email in the other portion of zendesk. Making everything sleek and compact actual saves your company time and money because you don't have to train your employees to use multiple systems when communicating with customers.10/10 would highly recommend to companies
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