Zendesk Suite
ZendeskExternal reviews
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Very configurable and scalable to meet our needs!
What do you like best about the product?
The admin interface makes setup and configuration easy. The Zendesk platform allows for complexity without needing to be a developer to make it so.
What do you dislike about the product?
I am currently working through the new features/UI layout, as I implemented my first Zendesk platform a few years ago on their previous UI & feature set. Shouldn't take long though.
What problems is the product solving and how is that benefiting you?
We leverage the Help Center (knowledge base) and the ticketing workflows. We have it embedded in our website and use macros to gain efficiency in responding quickly to our customers.
Recommendations to others considering the product:
Check it out - well worth a free demo
Reliable, easy to use
What do you like best about the product?
I like that it is easy to use and reliable to work with.
What do you dislike about the product?
It is often difficult or confusing for customers to reply back.
What problems is the product solving and how is that benefiting you?
Customer support issues related to damaged/defective items purchased in our site.
Recommendations to others considering the product:
Very easy to use
Zendesk Review
What do you like best about the product?
The ability to filter and search for tickets in multiple ways and tag the tickets that needed to be addressed later. This allowed me to get other colleagues involved in more complex cases.
What do you dislike about the product?
Zendesk talk had several issues not being able to hear calls where I would need to restart the computer.
What problems is the product solving and how is that benefiting you?
All incoming customer support inquiries go through Zendesk for tracking and monitoring.
Gets the job done
What do you like best about the product?
I like the ease of learning how to use and being able to easily communicate with customers. The ability to track past tickets and document those is also spectacular.
What do you dislike about the product?
Things could be explained better, in The learning guide. It would also be nice to have the ability to edit tickets that are older and closed out. Specifically adding tags and whatnot to old tickets in order to track certain issues.
What problems is the product solving and how is that benefiting you?
Email customer service support requests. The benefits are the ability to easily respond to the customer and see the correspondence between you and the customer.
Recommendations to others considering the product:
Easy to use
Great experience
What do you like best about the product?
Easy customization and flexibility when building out your system
What do you dislike about the product?
You really need to read the manual to understand the best structure
What problems is the product solving and how is that benefiting you?
We centralized our support channels for greater visibility. We also realized how blind we were with metrics
Zendesk
What do you like best about the product?
Super useful to organize tickets. Many uses include creating articles for clients.!
What do you dislike about the product?
You can’t go back to a close ticket to categorize it. Also, it has its own limits about what you can do.
What problems is the product solving and how is that benefiting you?
We use zendesk for multiple different tasks. It is helpful to keep track of help desk tickets.
Helpful, wish there was more!
What do you like best about the product?
This program is great for lead management
What do you dislike about the product?
The formatting should have a rich text editor
What problems is the product solving and how is that benefiting you?
We are bringing in new people at a rapid rate, and can easily manage leads and emails between staff members to avoid missing anything or being redundant
Excellent streamlined customer service platform
What do you like best about the product?
I love how things can be tagged by category (financial request, operations support request, procurement, HR/compliance issue, facility issue
What do you dislike about the product?
Really nothing I dislike - I think its a little annoying to get a post survey for each request you submitted/gets resolved, but then its really important on the back end to track response time.
What problems is the product solving and how is that benefiting you?
It's really difficult for our Ops team to wear 1,000 steps simultaneously, and have issues being reported to them through so many means - with Zendesk, they can remind whomever comes to them to "Zendesk it", which relieves them of having to remember it in the moment - by having it all in one place, it makes things a lot more streamlined/data-driven.
Recommendations to others considering the product:
Keep up the great work!
Amazing Way Chat With Support Team
What do you like best about the product?
I like that you can add attachments from the chat window right away so the support agent is able to have photo/documents to help resolve your problem. I also like the entire chat can be emailed to you at the end of the session. You can also open the ticket from the email you receive to add more information to the claim.
What do you dislike about the product?
I sometimes have problems getting the chat window to load. Although it seldom happens, it has happened at crucial moments where I needed to contact support right away. I checked the internet connection and it was fine. I just couldn't connect to Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk makes it easy to get support, even though my support team is in the Philippines and I'm in the US. They are able to offer me support, no matter what. It has made managing tickets so much easier. I love it.
Recommendations to others considering the product:
Make sure users know how to log in to view/manage their tickets. It's extremely helpful if they log in to add info instead of contacting support again and opening a new ticket.
Holistic
What do you like best about the product?
I love the intuitive UI and the overall user experience. Also, the product is robust so we don't have a lot of downtime.
What do you dislike about the product?
I think Zendesk could be more customizable, especially for our CSM team who also use it.
What problems is the product solving and how is that benefiting you?
Customer engagement and issues. Mostly tickets for IT issues but also for account management functions.
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