Zendesk Suite
ZendeskExternal reviews
6,641 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Always helpful
What do you like best about the product?
Solid ticket management options, including social media. Support for ITIL and automatic workflows. Good integration options. Zendesk Support lets tickets be raised via the usual array of sources: chat, email, in-app support, social networking websites, telephone, and the web. The company also provides outbound messaging for agents, a self-service portal for the general population, and an open application programming interface
What do you dislike about the product?
It's lack of big business features such as change and asset management. Because of Zendesk's pricing structure, it's important to determine what you'll need before making your purchasing decision. Tally up everything you want and everything you might want and then calculate potential costs. Run those numbers against Zendesk Support's competitors, most of which have set pricing, to see whether this tool will make sense for your budget. If money's no factor, then Zendesk Support is definitely worth your consideration.
What problems is the product solving and how is that benefiting you?
predictive analytics around customer satisfaction.
Recommendations to others considering the product:
While not quite an Information Technology Infrastructure Library (ITIL)-friendly system, Zendesk Support does let you raise problems—something that not all helpdesk solutions offer. The inclusion of such a feature, while not adhering to the entire ITIL methodology, is an interesting one in that it gives customers more flexibility over how to deploy and utilize their Zendesk Support investment.
ZenDesk For Customer Support
What do you like best about the product?
Efficient response mechanism and intuitive user interface
What do you dislike about the product?
Had issues attaching files. Was not able to effectively attach files.
What problems is the product solving and how is that benefiting you?
Using zendesk to communicate with our clients. Zendesk has allowed us to better understand client issues and questions.
Great user friendly interface
What do you like best about the product?
Emails are categorized into different teams and filters automatically, making it the support flow more efficient.
What do you dislike about the product?
Requiring a reason for solving tickets sometimes hinders blocking out an influx of spam mails.
What problems is the product solving and how is that benefiting you?
Solves queries coming into all department such as support, training and products team in one platform.
In House Technical Support
What do you like best about the product?
I like the ease of a large number of users to be able to easily access this tool to submit technical tickets and communication technical issues.
What do you dislike about the product?
I don't like, or may not know how, to review the past tickets that have been submitted.
What problems is the product solving and how is that benefiting you?
We are addressing technical issues and requesting technical support. The benefits realized are the problems resolved using this software. It is thorough in that it provides the tech team to have closure on each ticket and be reviewed on the ticket submitted.
Recommendations to others considering the product:
There should be helpful tips available in order to be able to access past ticket requests regardless if they've been improved or not.
Better than G-Mail
What do you like best about the product?
I love that it's very easy to keep track of conversations with customers. I also love that colleagues can leave an internal note to give a heads up about a situation.
What do you dislike about the product?
A little hard to navigate but I may not be experienced enough.
What problems is the product solving and how is that benefiting you?
I use it to email customers with canceled orders and send them personalized recommendations. I love the ability to create Macros, it saves a lot of time.
Recommendations to others considering the product:
Use it! I wish that there was tracking though to see opens and click rates. Maybe there is, again just getting used to this software!
Zendesk Support Review
What do you like best about the product?
I like that options to receive help through the app are clear, and that I'm able to get help quickly.
What do you dislike about the product?
Sometimes it can be difficult to navigate the website, but with a bit of practice it becomes easier.
What problems is the product solving and how is that benefiting you?
I've been solving access problems at my office with Zendesk.
Zendesk support
What do you like best about the product?
Zendesk support is great for keeping our tech issues logged and productive
What do you dislike about the product?
Ability to export user lists or batch add companies
What problems is the product solving and how is that benefiting you?
Help desk and website support
Easy to use for basic functions, tougher to activate and implement the more targeted features
What do you like best about the product?
Zendesk makes it simple to create, assign, edit, and close a ticket, which are the only functions truly necessary for a customer support service, making simple tasks easier to accomplish in less time.
What do you dislike about the product?
More in-depth features like tag and macros can be difficult to find within the site and not easy to manage like the more basic features.
What problems is the product solving and how is that benefiting you?
I use Zendesk to handle customer onboarding as well as solve customer complaints and field questions. Zendesk has helped me streamline the customer response from my five person team.
Pretty good with kinks
What do you like best about the product?
It’s customizable.and has a good interface
What do you dislike about the product?
There are weird bugs sometimes like when I type, the cc’d people’s names shift.
What problems is the product solving and how is that benefiting you?
Workday post productions tickets, it’s easy to search tickets
Very easy and comprehensive systems
What do you like best about the product?
The ability to manage everything within Zendesk and not needing to use external email alongside it.
What do you dislike about the product?
I am unable to create a custom status other than the built in (open, pending, on-hold, solved) I would like to have custom ones such as "Logged with 3rd Party" or something similar
What problems is the product solving and how is that benefiting you?
Not managing things out of a mailbox and being able to easily assign tickets to users and monitor them.
showing 2,481 - 2,490