Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Great for helping customers with urgent issues
What do you like best about the product?
I like how quick tickets are received and how I can organize and search through tickets for optimal service.
What do you dislike about the product?
The platform was slightly difficult to learn at first but that was quickly remedied with casual use my first few days.
What problems is the product solving and how is that benefiting you?
Solving how to organize and quickly service customer support items. The platform gives us a one-stop shop method for addressing these tickets.
Automate Your Customer Service
What do you like best about the product?
Ticket workflow is easy to learn, easily set up and scaleable, good API integrations, cutting edge company.
What do you dislike about the product?
Some limitations in look and feel from a customer experience standpoint, not a lot of customization options. Have issues with voice latency.
What problems is the product solving and how is that benefiting you?
Reporting on customer service, help center knowledge base, email, live chat, phone for customer service, keeping track of past issues & identifying and resolving recurring customer issues.
Recommendations to others considering the product:
Every software has limitations. You might have unique needs that zendesk can’t help with. Get a good understanding of how zendesk works before implementing!
Highly functional ticketing system.
What do you like best about the product?
How specifically I can drill down reporting.
What do you dislike about the product?
More frequent downtime than other applications.
What problems is the product solving and how is that benefiting you?
Customer support.
Smooth and efficient- best ticket solution
What do you like best about the product?
The interface is very simple to learn, and things behave like you expect them too. It seems to integrate other systems very well
What do you dislike about the product?
Honestly there’s not much I’ve found to dislike yet. I guess streamlining the assignment function, but Don’t even know how to suggest it
What problems is the product solving and how is that benefiting you?
this serves as our primary case management and “hub” to connect fringe tools and functions. It’s streamlined access to varies tools to one place while working on issues.
From Gmail to Ticket Tanks
What do you like best about the product?
ORGANIZATION! It's a real thing with Zendesk. It's so nice having priorities broken down into views and ticket counts and so many other key analytics. Real-time data has been life-changing for our customer service department.
What do you dislike about the product?
I wish the plans for smaller companies had access to more features like CSAT scores.
What problems is the product solving and how is that benefiting you?
Not all of our apps integrate as seamlessly as originally described. Amazon Channel Reply has issues where we answer within ZD and the email still shows unread on the Amazon platform. This effects our performance scores.
Recommendations to others considering the product:
Spend as much time as you can learning about ZD;s features. Watch the videos, do the webinars and interact with the community. The Help Threads are so valuable and I've learned so much from participating in them. Don't be afraid to click around and explore every clickable link. Chances are, it's going to open you up to a whole lot of insight you may have missed by not opting to find out for yourself.
Great, Easy Platform
What do you like best about the product?
I like the user interface it's very easy and allows for multiple users to see incoming messages.
What do you dislike about the product?
I don't like that the chat isn't set up to ring users evenly.
What problems is the product solving and how is that benefiting you?
We are working on a transition from one website to another. The Zendesk Chat allows us to help guide our customers that do not want to call in to the new locations of checkout and search options.
Zendesk For Customer Service
What do you like best about the product?
We use Zendesk for customer support. I like the ticketing process and how customers can respond to messages.
What do you dislike about the product?
The tabs at the top of the screen are not as easy to organize as the tabs in a web browser.
What problems is the product solving and how is that benefiting you?
We are logging support requests with Zendesk. It provides quick turnarounds!
Recommendations to others considering the product:
It is a great ticketing system on par with Salesforce.
Excellent product!!
What do you like best about the product?
Works quickly and easy to use. Better than the other ticketing system we had created for us from a vendor.
What do you dislike about the product?
Lacks some functionality we could use. We utilize a ticketing system
What problems is the product solving and how is that benefiting you?
Makes processing customer requests much simpler
Recommendations to others considering the product:
Definitely a good product solution to try
Zen of it all
What do you like best about the product?
Seemless flow I’m confident that nothing falls between the cracks.
What do you dislike about the product?
Nothing much. Wish it worked in every aspect of my life.
What problems is the product solving and how is that benefiting you?
Support issues
Optimized, Light, and Great at Delivery! I started out with Zopim and on it ever since.
What do you like best about the product?
The setup and start. One can easily configure the chat box from the Zendesk site and use the code to set it up on the website.
Definitely one of the best on-site chat tool when it comes to connectivity to your mobile device. I've used other platforms but they seem to lose signal and the connection between mobile data devices is terrible.
Definitely one of the best on-site chat tool when it comes to connectivity to your mobile device. I've used other platforms but they seem to lose signal and the connection between mobile data devices is terrible.
What do you dislike about the product?
Nothing in particular. I'd say, they can offer better packages at current price points.
What problems is the product solving and how is that benefiting you?
Enabling chat feature for people who come on the website.
Recommendations to others considering the product:
Even though one can get better pricing with Zoho Sales IQ, Zendesk offers more options to tailor the chat window and how you interact with the customer.
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