Zendesk Suite
ZendeskExternal reviews
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Fantastic Ticket Platform
What do you like best about the product?
I love the ease of navigation and the ability to work on multiple tickets at the same time. Creating views that allow you to create different ticket queues for different types of issues is extremely useful.
What do you dislike about the product?
I've had a lot of instances, more than I would like, where Zendesk was entirely down and we were unable to respond to tickets in a timely fashion. Maybe better server support would be needed.
What problems is the product solving and how is that benefiting you?
Zendesk provides an extremely reliable tagging system that allows you to tag every instance of a particular type of issue, and tally them up so you can improve UX with a product.
Recommendations to others considering the product:
Create views and use tags to follow issues as they happen.
Zendesk expedites the painstaking of support
What do you like best about the product?
Zendesk provides a platform that not only integrates with other extremely helpful apps, but more specifically, allows users to track ticket progress and reporting on status.
What do you dislike about the product?
I do not love having to log in to access ticket metrics all of the time. While we receive the requests via email as well, it is not as efficient to view items outside of the platform.
What problems is the product solving and how is that benefiting you?
We are solving the issue around supporting our customers and their needs. No joke, we would be LOST without Zendesk. It provides us with the platform to keep all tickets in one round-about area.
Review for Zendesk
What do you like best about the product?
I like that is very helpful and easy to use. It is efficient, neat and organized. The other great think about it is that you can pull up, chats numbers and emails from previous calls and all the information is there.
What do you dislike about the product?
Sometimes it freezes and takes a long time to load up. Other times I have to log out and then log back in to get it to unfreeze.
What problems is the product solving and how is that benefiting you?
Customer request for reservation cancellation and any billing questions.That the Zendesk keeps all the information from previous calls,emails and text.
Secure Ticketing
What do you like best about the product?
Zendesk is necessary for our on demand consulting business model
What do you dislike about the product?
Sometimes the software breaks or is inoperable and I am not able to access my tickets
What problems is the product solving and how is that benefiting you?
The need to share tickets between employees working in several locations in real time and interact securely with clients without a VDI
Very organized and easy to use
What do you like best about the product?
You can filter emails by oldest or newest and also have an “inbox” of customers you are currently helping.
What do you dislike about the product?
If a customer emails in more than one time, they will be bumped from oldest to newest and can sometimes be waiting too long for a response
What problems is the product solving and how is that benefiting you?
Quick response time, templates are easy to make and use
Huge fan of the software!
What do you like best about the product?
Zendesk is very easy to set up, cost effective and gets the Job done well!
What do you dislike about the product?
There are a few initial quirks when first setting it up but once you learn the system a bit, it is great!
What problems is the product solving and how is that benefiting you?
Being able to report on our consumer emails - so helpful to better understand what we need to do as a company to create the best experience possible!
A complete software for customer support and ticket generation
What do you like best about the product?
Its a very intuitive and useful tool for helpdesk and customer support, specially for the internal users. Every user can work with own credentials and create relationship with each area in the organization trought this software. Its has easy deployment and much easier configuration. Also has a lot of features and analytics for administrators, and you can export the data in a variaty of extensions or formats for QA works.
What do you dislike about the product?
For me is the most complete software so i really don't think in a dislike thing of this. The only thing that i can mentionate is the cost per agent, i recommend that they can offer a discount if you can pay a packet for volume of agents.
What problems is the product solving and how is that benefiting you?
Before Zendesk we management our customer support in a manual way and it was a disaster, we did not have a historic of tickets or statistics for our internal users or for our QA team. Now with this software we have centralized all the information and all the data for our customers, we have tickets for each case and we can work with exactly statistics in the QA area.
Recommendations to others considering the product:
My recommendations is for that users that work in a manual way, with math books softwares or database software. You must change your way and migrate to Zendesk support, worth it. They have a trial version and you can work with all the features in this trial time.
Just an average support tickst application.
What do you like best about the product?
I like zendesk’s easy and simple navigation.
What do you dislike about the product?
I dislike that sometimes zendesk can be really slow due to many opened tickets.
What problems is the product solving and how is that benefiting you?
We are solving our customer’s needs.
Recommendations to others considering the product:
It’s a low cost simple customer interaction application.
Great Tool for managing support tickets
What do you like best about the product?
Ability to set stages and reminders for followups within the tool.
What do you dislike about the product?
Need clearer interface for adjusting settings.
What problems is the product solving and how is that benefiting you?
Better tracking of support tickets to ensure prompt followups.
Recommendations to others considering the product:
Great product, did exactly as advertised.
Best chat platform available!!!
What do you like best about the product?
Zendesk chat is so easy to use and to learn that it makes train a new colleagues a breeze. I love all the features it offers as well as the implementation of the system. It is easy to use on a desktop, laptop or cell phone. The knowledge base is also VERY easy to use and add to as needed! We also enjoyed how other platforms can be integrated into Zendesk, specifically the knowledge base.
What do you dislike about the product?
I hate how you can't have the round-robin feature unless you're a higher subscription type, also some of the reporting was hard to find when new to the system. Also seemed like some of the reporting was not correct or valid.
What problems is the product solving and how is that benefiting you?
Within Zendesk chat were able to train an Implement using chat very quickly. It's very user-friendly and easy to learn and use in the fast turnaround time. Everyone was able to fully see the chat process and implement very quick. There were no bugs or issues during implementation.
Recommendations to others considering the product:
Love how it works with Zendesk and tickets currently in the system
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