Zendesk Suite
ZendeskExternal reviews
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Zendesk is a very convenient and useful ticket solution
What do you like best about the product?
I love Zendesk. We use it everyday as our primary Helpdesk ticket system. It is so easy to use, and it was very easy to implement with our team and users. We have created ticket fields and different sorts of categories. It works so great for us!
What do you dislike about the product?
There are certain features we wish to have but doesn't deter us from liking it. The tracking system has improved since implementation. We wish the reports were more accurate for processing.
What problems is the product solving and how is that benefiting you?
We use Zendesk for all Helpdesk tickets from students, faculty, staff, and guests. The benefits are endless. We are able to track tickets, get weekly updates, and so much more.
Pretty OK Customer Service tool
What do you like best about the product?
Lots of different fancy functions available, even if I don't use them all
What do you dislike about the product?
There is kind of a LOT going on, its a bit overwhelming but I just use the tools I use and call it a day.
What problems is the product solving and how is that benefiting you?
Customer service emails and questions.
Recommendations to others considering the product:
It keeps track of everything really well-- a great product!
Best ticketing package available
What do you like best about the product?
It can send voicemails/phonecalls to the system, can previews ticket, can know when another user is viewing a ticket. The reporting is decent as well!
What do you dislike about the product?
Setting up different inbox/departments can be a bit tricky.
What problems is the product solving and how is that benefiting you?
Customer emails, reports, customer satisfaction, voicemails, phone recordings
Mutable and Veratile
What do you like best about the product?
I like how customizable the software is and how easy it is to interact with consumers.
The notifications we receive keep up abreast of the issues/concerns so that we may remedy them in real time/when we get into the office.
The notifications we receive keep up abreast of the issues/concerns so that we may remedy them in real time/when we get into the office.
What do you dislike about the product?
While customizable, I wish there was an easier interface to search for and implement features.
What problems is the product solving and how is that benefiting you?
Streamlines discourse, troubleshooting, internal communication efficiency, decrease in hours needed to complete certain tasks.
Recommendations to others considering the product:
I recommend working with someone on their staff as it would be best to know all of the details ahead of time (often find ourselves calling as we didn't do the same).
Zendesk-supporting you
What do you like best about the product?
everything is in one place, including historical data
What do you dislike about the product?
There are still some limitations on the design of emails going out
What problems is the product solving and how is that benefiting you?
no more support emails. only Zendesk
Zendesk Chat is real-time communication.
What do you like best about the product?
Zendesk Chat is a platform designed to measure, has the necessary functions to offer stability and different forms of communication. Also, it has the function of sending a notification to a manager, for when a consumer sends for said Chat, this completely renews the communication, makes it more consecutive and without interruptions, to be able to respond in the appropriate time.
What do you dislike about the product?
The premium plans have an accessible prize, however, the benefits they have are not something to exaggerate, I would like to place functions that make the difference.
What problems is the product solving and how is that benefiting you?
Virtually with ZenDesk Chat each consumer can have an answer to their questions in a matter of seconds, also, can engage in a conversation with a manager, without waiting so long, or leaving a doubt, and receive a response in a certain time, are functions that perfect completely the group communication.
Recommendations to others considering the product:
It is very easy to access, the zendesk chat is incorporated in many web pages, it helps the total development in every minute that is used, it also allows to send different images to make the chat more diverse. You can integrate Zendesk if you really need an answer in seconds.
Improves interpersonal communication.
What do you like best about the product?
I consider Zendesk Chat as an excellent platform to supplement communication. Its features are correctly pleasing, through this platform you can offer a support service in real time and a brief communication, without any type of interruption and in such a case that an interruption occurs, there is a way to recover the Chat, it is fantastic to be able to offer support in a chat where different files and different links can be sent.
What do you dislike about the product?
I can only complain about the price of premium services, I see that they are prices that at some point do not help any person, and it would be more influential and much more help to offer lower prices, with the possibility of payment in parts for users.
What problems is the product solving and how is that benefiting you?
Being in the Zendesk Chat, influences an impressive improvement, exponentially improves interpersonal communication, allowing the consumer to have an answer to their doubts in a shorter period of time and also helps different people to use different functions on any platform .
Recommendations to others considering the product:
It is very easy to use, it does not require previous knowledge regarding the functions it handles. The best thing about this platform is that it offers the user the possibility of using it without any experience, and in the same way to provide great results in real time.
Flexible, powerful support network
What do you like best about the product?
Easy setup and great execution makes this an excellent product. It's very easy to follow up with customers and very good at notifying you about tickets, customer contact, etc.
What do you dislike about the product?
Occasional issues with updates and attaching files.
What problems is the product solving and how is that benefiting you?
Customer support, remote file transfer
Recommendations to others considering the product:
Powerful support tool, amazing for widespread customer support network.
Odd corporate use
What do you like best about the product?
Easy archiving and look up. Allows you to notate accounts.
What do you dislike about the product?
Rep for Zendesk never trained anyone on it. Stated we were using it outside it's intended use. A great looking amd built software. It lags though and I think heavier knowledge would have been helpful.
What problems is the product solving and how is that benefiting you?
Connecting real estate agents with customers and tech support.
Zendesk Support: When your customers feel heard and acknowledged, retention wins!
What do you like best about the product?
Ease of use, training new employees to use Zendesk was easy and simple. It is scalable based on the needs of your company. Zendesk support was great for tracking, prioritizing, and solving customer issues. The ability to apply automatic macros was great and they were easy to create with the help features on Zendesk.
What do you dislike about the product?
The search feature needs to be more advanced. Had to type in what you were searching for and then specify what category it falls under (user, feature, etc.)
What problems is the product solving and how is that benefiting you?
Customers are happy because they feel supported when they send in a ticket and get a response back. Customer support ticket backlog has decreased and so has follow-up time for customer support issues. User retention increases when customers are happy, and we realized that the daily follow up on tickets and status of tracking and priorities for tickets was extremely beneficial to managing our customer support process.
Recommendations to others considering the product:
Easy to use, highly recommend.
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