Zendesk Suite
ZendeskExternal reviews
6,497 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great app!
What do you like best about the product?
Zendesk makes it easier to copy in other third app developer, and it also supports Markdown!
What do you dislike about the product?
Sometimes it just takes time for emails to go through, especially if it has pictures in it.
What problems is the product solving and how is that benefiting you?
Email solutions and replies to our customers. We gather more smileys because of easy sending of follow up emails!
Best Customer Support Tool By A Mile
What do you like best about the product?
Ease of use. Everything is fairly simple. There are advanced features you can get to know, to maximize impact, but if you just need to communicate with customers and answer tickets, it couldn't be easier.
What do you dislike about the product?
The interface is -- at times -- a bit clunky. I also would explore ways to white-label the service, and how messages appear/where they're coming from, as the email chains can get a bit garbled bouncing from the ZD interface to an email client.
What problems is the product solving and how is that benefiting you?
Customer Support inquiries can funnel in through an email client, sure. But when you need to keep track of actual "tickets" -- inquiries with a particular issue at hand -- and need the ability to escalate, assign and organize, this is simply the best tool alive for that.
Recommendations to others considering the product:
Really attempt to stretch your knowledge base and use features you may not need yet; there can be a bit of a learning curve on some features, but you very well may need them later.
Prompt response time to customer
What do you like best about the product?
I loved that the generic email would be sent to the customer if we were busy or out of the office allowing them to know we were working on their problem.
What do you dislike about the product?
The email system would lag at some points when we were coming back from a long weekend and over loaded with many inquiries.
What problems is the product solving and how is that benefiting you?
It allowed a customer to contact us personally when they didn't have time to sit on chat and resolve their issue right then.
Zendesk is very efficient and easy to use.
What do you like best about the product?
The navigation is really easy as fluid.
What do you dislike about the product?
The latency issues are a bummer but it's still good.
What problems is the product solving and how is that benefiting you?
We used Zendesk as a case generator for customer to email support so we were able to view their support history.
Recommendations to others considering the product:
Do it!
Zendesk, complete solution for customer interactions
What do you like best about the product?
You can use Zendesk to communicate with customers via phone, email and chat. ALL of which can be recorded for easy reference
What do you dislike about the product?
No live chat support option. If I need assistance as a new user utilizing Zendesk, a chat option would provide quick and easy answers.
What problems is the product solving and how is that benefiting you?
Business problems I solve include assisting all clients with their issues and questions when using our services and products.
Quick Support Solution
What do you like best about the product?
The ticket management is robust. There is some good reporting tools. I like the fact that there is a phone app and that the notifications go to my smart watch. It really keeps me notified. This product really does its job. My first day at this job, I was introduced to zendesk. Prior to that I had no experience using a managed online console to manage helpdesk tickets. I am glad it was introduced to me. I will definitely recommend this product to other companies looking to change their helpdesk ticketing system.
What do you dislike about the product?
I wish there were some more integrations with systems that we have here.There was a slight learning curve on the management console. I wish there was a way to easily search for older tickets, I was having trouble finding the first ticket that we ever solved. I would search for ticket 1 and the search would include all tickets with the number 1 in it, instead of the ticket that I was actually looking for. If there was a way to improve this search system then it would be almost perfect
What problems is the product solving and how is that benefiting you?
All kinds of support issues, including printer problems, account issues, granting access to projects, etc. We also get tickets just notifying us of potential hacking and spam emails that our end users get.
Recommendations to others considering the product:
Try it out. You can't get everything from a review, sometimes a trial is all you need to put you in the right direction.
Does EVERYTHING
What do you like best about the product?
They have a solution for just about everything a customer service team could need.
What do you dislike about the product?
As with all products, there a little things here and there but overall it's great. I wish they would give the Self-Service tools a little more love.
What problems is the product solving and how is that benefiting you?
1. organizing our support tickets is much easier to manage with zendesk
2. providing us a resource to host self-service content is
2. providing us a resource to host self-service content is
Amazing support, on a fantastic product
What do you like best about the product?
Zendesk Chat makes it easy and seamless to chat with your customers. The interface is appealing, and the features are really robust.
What do you dislike about the product?
Sometimes they roll out new features which actually replace or change the way that the platform works. I really like the fact that they have a ton of features, but when it replaces or impedes the workflow it can take a while to get up to speed. This can be a pain point of those having to use the product.
What problems is the product solving and how is that benefiting you?
The ability to interact with customers in a live setting.
Recommendations to others considering the product:
You should definitely try it out. The support team is really friendly and quick to respond if there happens to be any downtime. The platform performs well, and is pretty easy to figure out. It looks fantastic on the backend, and allows you to integrate your companies look into the product.
No reason to use anything else with Zendesk Support.
What do you like best about the product?
Support tickets are automatically created from chats, greatly simplifying the process of escalating a chat conversation to a ticket. This keeps our processes for escalating issues to specialist teams straightforward. Lots of options for triggers and user management. The built in analytics are good, and you can export a lot of data to CSV to do your own analysis. Good API access. We can also see everyone currently using the site, and reach out proactively.
What do you dislike about the product?
I'd like to see more options for controlling the availability of the widget. For instance, temporarily shutting down chat (maybe for an impromptu meeting, or fire drill) requires adjusting the business hours of the department. Also, it's not possible to automatically disable chat (pushing requests to email instead) if the online agents aren't able to keep up with the current demand.
Integration with Zendesk Support isn't all the way there—there's no real distinction between visitors and conversations when it comes to tagging. Macros are not shared. Chats do not match 1-to-1 with tickets, so there can sometimes be problems if a person's second or third chat within a few hours needs to be escalated. (The ticket will be assigned to whoever handled the first chat of the visitor's session.) I expect this to get better in the future, as it's frequently updated with new features.
Integration with Zendesk Support isn't all the way there—there's no real distinction between visitors and conversations when it comes to tagging. Macros are not shared. Chats do not match 1-to-1 with tickets, so there can sometimes be problems if a person's second or third chat within a few hours needs to be escalated. (The ticket will be assigned to whoever handled the first chat of the visitor's session.) I expect this to get better in the future, as it's frequently updated with new features.
What problems is the product solving and how is that benefiting you?
We have Zendesk Chat on every page of our product, so support is always a click away. We handle hundreds of conversations through Zendesk Chat each day. We use the reporting features for planning schedules, new hires, and better self-service resources.
Recommendations to others considering the product:
If you're using Zendesk Support, I definitely recommend adding Chat.
Very easy to use and get metrics
What do you like best about the product?
I like that we place internal comments and it is integrated with other platforms
What do you dislike about the product?
I really love it! I just wishef it had more data metrics like Salesforce
What problems is the product solving and how is that benefiting you?
It's easy to use it as a team and very straight forward to teach it.
Recommendations to others considering the product:
Add more metric features, my company is thinking to switch to SalesForce because they provide more data metrics. Please add more advance features. I don't want to lose Zendesk!
showing 2,541 - 2,550