Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Great for Customers and Customer Service Reps Alike
What do you like best about the product?
Zendesk has made corresponding with customers a breeze. With functions like macros, and merging tickets, it makes forming emails quick and organizing tickets easy.
What do you dislike about the product?
The "internal note" function does not work.
What problems is the product solving and how is that benefiting you?
We were having efficiency issues but having out entire team use Zendesk with macros and shortcuts, has really helped.
My Zendesk experience
What do you like best about the product?
It is a very powerful tool that, if you have no experience, the learning process to take full advantage of it can be a bit slow. The truth is that the tutorials and its help forum are extremely good.
What do you dislike about the product?
So far I like the whole system, maybe if I would change something it would be the design of the dashboard since it's where you spend most of the day, possibly I would play with a more modern appearance.
What problems is the product solving and how is that benefiting you?
The main problem it solved for us was the response time to requests, as managing everything from email became a bit complicated. But with Zendesk Support, we filter all the emails of our interest for follow-up.
Recommendations to others considering the product:
Whatever your industry, Zendesk will support you in internal support or with the end customer. All areas involved in a Customer Journey can be included to manage pending tickets by department. If you are looking for a tool for Customer Service and follow-up, Zendesk is ideal. Don't think twice and acquire it now.
Linking emails and phone calls
What do you like best about the product?
I love the ability to link our emails and phone calls together for all reps to see.
What do you dislike about the product?
Nothing to dislike. But i look forward to using zendesk chat as well
What problems is the product solving and how is that benefiting you?
Being able to link emails and phone calls simultaneously helps increase work flow
Very easy to use and understand
What do you like best about the product?
The GUI ,the support was good for the product, it had all the features in it that they
What do you dislike about the product?
The reason of disliking was not much of the product itself, but because of the familiarity of the product.
What problems is the product solving and how is that benefiting you?
application support
Recommendations to others considering the product:
If you have used other ticketing systems, and if you know api integration well, you can save some money and do a migration of all your tickets into zendesk.
Zendesk meets my needs!!!!!
What do you like best about the product?
The versatility of the website makes it easy for me to complete my daily duties in an organized manner
What do you dislike about the product?
With the addition of more apps, it appears that the system overall becomes bogged down or performs slower.
What problems is the product solving and how is that benefiting you?
Customer Service related issues
All around best support ticket management system available!
What do you like best about the product?
I love the integrations available within Zendesk, from Intercom website chat support to analytics apps.
What do you dislike about the product?
It is on the expensive end when it comes to ticketing system, but for us the benefits outweigh the cost.
What problems is the product solving and how is that benefiting you?
We're able to manage all of our support tickets for over 5000 clients. It allows a central location for us to manage and oversee all issues being reported.
Recommendations to others considering the product:
If you can afford the monthly cost, definitely go with Zendesk, lots of abilities offered and can solve lots of customer support issues.
Fast support
What do you like best about the product?
This company works to provide fast and accurate information.
What do you dislike about the product?
I don't like that sometimes the agent disconnects the chat.
What problems is the product solving and how is that benefiting you?
Fast and efficient service for clients.
Great Customer Support Tool
What do you like best about the product?
It's super easy to set up and manage. We literally set it up within a week and it's quite intuitive to use and maintain. We also use the Zendesk Guide, which was a great way to provide additional support to customers with materials such as tutorials, FAQs, step by steps with screen shots of the system etc.
What do you dislike about the product?
After the last feature release, Zendesk has changed how new emails appear within the platform. It's very confusing now as they're basically all over the place rather than ordering per unread and we also no longer get notified by email of new enquiries. We've tried changing the settings but nothing works.
What problems is the product solving and how is that benefiting you?
We provide customer support of a SaaS platform through Zendesk and it's been incredibly easy to use, track and assign tickets, go through history etc.
Recommendations to others considering the product:
Excellent choice of support platform. Zendesk is super easy to set up and maintain. The price is fair and there are plenty of features to be able to provide excellent customer support. We have multiple users internally using the platform and it works really well to assign tickets to the correct people, follow up and consult historic information, if required.
Easy to work with
What do you like best about the product?
I have been using zendesk for sometime now and I cant live without it.
What do you dislike about the product?
Nothing really I dislike. It's so easy to use.
What problems is the product solving and how is that benefiting you?
Computer repair
Recommendations to others considering the product:
Na
Zendesk makes it easy to handle client concerns.
What do you like best about the product?
I like that I can see all open issues in one place.
What do you dislike about the product?
I don’t like that I can’t close tickets from responding via email to a ticket.
What problems is the product solving and how is that benefiting you?
My job is problem solving and it helps me manage and organize problems.
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