Zendesk Suite
ZendeskExternal reviews
6,502 reviews
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I love Zendesk
What do you like best about the product?
It's very user friendly and I love how it links to my email so I know when IT responds to my ticket.
What do you dislike about the product?
If I have more than one ticket open, it's hard to manage all of them and make sure that they all get resolved.
What problems is the product solving and how is that benefiting you?
Zendesk helps with IT issues, programming, setting up PC's, etc.
Zendesk is real!
What do you like best about the product?
What do I like the best with this product? Zendesk was so useful for me as an agent (customer representative). We're using this product to answer and assist customers concern and give them a satisfaction. I like to be commended using this or be rated for good. If you don't have enough knowlede about the concern you handle you can search for the similar macros to use it.
What do you dislike about the product?
What do i dislike in this product is so far i don't have any comment i just want to kindly put another things like background.
What problems is the product solving and how is that benefiting you?
I solved a lot of concern when it comes to delivery matter. Once we give them the answer their concern they will rated us with good.
Recommendations to others considering the product:
NO other commendations just kudos and keep us user to meet the expectation for using it :)
Zendesk great for scalability
What do you like best about the product?
The ability to dig into reporting, and accurately present solutions to customers while improving their experience and our agents’.
What do you dislike about the product?
Seemingly simple things such as ensuring emails are received by customers, and forwarding emails, are exponentially more complex than they should be.
What problems is the product solving and how is that benefiting you?
Providing timely, honest, human-to-human customer care. It makes processes easier for our agents and finding answers easier for our customers.
Easy to use for non-technical ticketing systems too!
What do you like best about the product?
I adopted Zendesk for my non-tech team in order to support internal employees. I was nervous about adoption, unsure that my team would be able to adapt to Zendesk when a lot of our work is not necessarily technology related. However, I've been using Zendesk for almost a year with my team (though my organization has been using it longer) and I couldn't imagine life without it! From "canned responses" to easy escalation, Zendesk has made my daily workload so much more manageable.
What do you dislike about the product?
I think there is some confusion about how and when to utilize Zendesk Support on the user-end of things (instead of sending an email or calling), but I think this is more so a shortcoming in implementation and not the fault of Zendesk's.
What problems is the product solving and how is that benefiting you?
I am able to tackle issues that arise much more quickly. I work in a non-technical support role and, compared to email, Zendesk ticketing is much faster––I can speed through ticket requests by re-assigning tickets as necessary (instead of "looping in" another employee/team), I can use canned responses that are tailored to the specific message (instead of having to type "Hi [name], Thank you for reaching out." in every email), and answer tickets in batches (instead of having to reply to each email individually).
Additionally, the Zendesk Self-Service option is really great in letting me create comprehensive support documentation.
Additionally, the Zendesk Self-Service option is really great in letting me create comprehensive support documentation.
Excellent application
What do you like best about the product?
Very user friendly and excellent capabilities
What do you dislike about the product?
Haven't run into any issues so far so good
What problems is the product solving and how is that benefiting you?
Customer support
Easy to use from agent to customer.
What do you like best about the product?
Its super easy to use. You dont need to be tech savy to navigate through.
What do you dislike about the product?
There isnt much I really dont like about it. Its one of the best ways to do tickets.
What problems is the product solving and how is that benefiting you?
We handle complaints and any bug issues. People like to mark there issue as high priority even when its not.
Easy day to day help for our customers
What do you like best about the product?
I really like the design and accessibility. I'm never lost and can deal with several customers at once.
What do you dislike about the product?
There is nothing really that i dislike. I had no problems with Zendesk since day one.
What problems is the product solving and how is that benefiting you?
Some clients prefer to chat instead of calling or emailing us. On the other hand a successful chat often leads to a telephone call and better relationship with client.
Great software and easy to use
What do you like best about the product?
I love the ease of use with this product and all of my employees ease of use.
What do you dislike about the product?
I would like for there to be more features.
What problems is the product solving and how is that benefiting you?
Providing 24x7 customer support
Zendesk
What do you like best about the product?
As a help desk tool this is hard to beat.
Very easy to use and effective for our needs
Very easy to use and effective for our needs
What do you dislike about the product?
Nothing all I think it is a great product. It is easy to use and meets our needs in customer support for our companyB
What problems is the product solving and how is that benefiting you?
Basically customer support issues. Now things are much easier using this.
Things dont fall through the cracks so to speak and we keep on top of things
Things dont fall through the cracks so to speak and we keep on top of things
Zendesk - Tremendous Tool for Great Support Teams
What do you like best about the product?
With Zendesk, you can set up business rules and triggers to automate most painful parts of support management. You have great visibility and reliability in Zendesk. Tagging is also an incredible way for us to monitor and report on salient customer issues.
What do you dislike about the product?
Zendesk's interface can be a bit wonky at times, and the metric creation process is a bit of a headache.
What problems is the product solving and how is that benefiting you?
Our support team couldn't function without Zendesk. We use Zendesk currently for email channels and our Knowledgebase. Our billing, HR, Office Management, and support teams all use the tools to streamline their day to day and keep track of requests.
Recommendations to others considering the product:
It's a smart move, if you have the volume to merit it. Zendesk is best when you have enough tickets to go around, and more than 2 agents. You can use the tool to automate ticket assignment and create groups, so it definitely helps you to scale and keep track of issues to pass onto your developers.
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