Zendesk Suite
ZendeskExternal reviews
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Flexible and easy to configure
What do you like best about the product?
Ability to set reminders, pre-configured reporting, ease of setting up business rules
What do you dislike about the product?
The cost is getting to be pretty high if you're looking at the enterprise plan (most features)
What problems is the product solving and how is that benefiting you?
One single place for all support communication, ability to track support requests on a per client basis, support metrics reporting
Recommendations to others considering the product:
Start your configuration with the basics of what you need. Then move on to more nuanced needs/business requirements
Zendesk - The best support tool for ticket and phone interactions
What do you like best about the product?
It has the ability to notify you of all SLAs.
It will provide easy color coded options for each ticket. The ticketing creation is fast and easy with plenty of macros and addons available. Our boss was able to configure Zendesk with our knowledge base as well as Slack.
The seamless integration into the other paripherals makes zendesk an easy choice.
I do also enjoy the reminder functionality in addition to the ability to send reviews post ticket close.
The ability to easily view the metrics and data in comparison to anyone else in your team is helpful for evaluating performance.
This app even has a mobile version, which rocks for on the go ticketing!!!!
It will provide easy color coded options for each ticket. The ticketing creation is fast and easy with plenty of macros and addons available. Our boss was able to configure Zendesk with our knowledge base as well as Slack.
The seamless integration into the other paripherals makes zendesk an easy choice.
I do also enjoy the reminder functionality in addition to the ability to send reviews post ticket close.
The ability to easily view the metrics and data in comparison to anyone else in your team is helpful for evaluating performance.
This app even has a mobile version, which rocks for on the go ticketing!!!!
What do you dislike about the product?
There was not much to dislike. Perhaps the lack of all inclusivity with pricing. The phone ability is an additional cost as well as other features. This is normal for the space however I assumed it would have been included.
The other part I do not like is occasionally, there are Zendesk outages. More than I would have expected. They keep the clients posted and up to date however in an ideal world, this would not occur.
The other part I do not like is occasionally, there are Zendesk outages. More than I would have expected. They keep the clients posted and up to date however in an ideal world, this would not occur.
What problems is the product solving and how is that benefiting you?
The ability to provide quick, meaningful responses, with the metrics and capability to report and ensure efficiency across all support units.
Recommendations to others considering the product:
It rocks!! SO EASY AND USER FRIENDLY!
Excellent platform
What do you like best about the product?
I think what i like the most is the organization aspect. It's super helpful for me and my coworkers.
What do you dislike about the product?
I can't think of anything I don't like about Zendesk. I might like to have more support/help topics to navigate.
What problems is the product solving and how is that benefiting you?
I use Zendesk for checking voicemails and responding to support tickets.
Recommendations to others considering the product:
Try it, you'll love it!
Maintain accountability with Zendesk.
What do you like best about the product?
Zendesk offers the option for multiple users which is helpful to address many needs of customers. Tickets can be viewed and contributed to by the team. The collaborative nature of Zendesk helped my company remain accountable. When a new message or response came in an email would be sent and in addition to a notification on the dashboard- that was helpful to jump back in to issues. Analytics were helpful to see how I was doing as an Agent. Macros assisted in form responses that could be customized.
What do you dislike about the product?
The look of the program was dated- a more modern interface would make it easier to navigate. Tagging tickets didn't flow quite right. Emails can be out of control at time so make sure to have a dedicated folder to put messages in.
What problems is the product solving and how is that benefiting you?
All customer feedback was handled in person, by phone or email and that meant only one person would probably handle issues. Zendesk allows for collaborative support and it helped broaden the customer experience.
Recommendations to others considering the product:
Try it! Start with making a macro with form response information. (the "info" email) it makes dispersing information quick and easy instead of copy and pasting into individual emails after a phone call with a customer.
Zendesk makes getting and giving support simple!
What do you like best about the product?
My favorite feature is it allows you to add notes (that the customer can not see) which is VERY helpful if there are going to be multiple people dealing with the customer or issue.
What do you dislike about the product?
The only issue is that the ticket reopens if the customer replies "thank you" or something similar. Sometimes it runs slowly but that is expected of these softwares programs.
What problems is the product solving and how is that benefiting you?
The layout of Zendesk makes it very easy to see if a problem has not been answered or resolved. This helps to ensure no issue goes unresolved.
Recommendations to others considering the product:
Allows for greater efficiency in responding to customer requests. You can respond quickly using canned emails, which is a time saver.
Great way to connect to customers
What do you like best about the product?
It is a great app where you can assist customers via email, chat.
What do you dislike about the product?
When a customer emails you, and you submit a ticket as closed, and the same customer emails you, the ticket will be created as a new ticket instead of continuing in the previous email.
What problems is the product solving and how is that benefiting you?
I am able to email the customer, send photos, videos, etc... All in one.
Recommendations to others considering the product:
Great way to communicate with customers
Zen Desk is a great support tool
What do you like best about the product?
Zen Desk has changed over the years and it is currently a very robust and easy to work with support system. You can customize what you need so easily and pretty much whenever you need to that it makes for a great ease of use for all operators.
What do you dislike about the product?
The user facing side is a little tricky. Sometimes they think they need to log into Zen Desk or they don't reply right and you end up with a giant email quote pyramid.
What problems is the product solving and how is that benefiting you?
Faster response time, good institutional memory since tickets never go away.
Best Help Desk Service Out There
What do you like best about the product?
Zendesk has the ability to integrate with so many of the platforms that we're also using, plus our our API system, that we rarely have to exit the helpdesk since we can have everything push within the single platform.
What do you dislike about the product?
The servers have interruption issues more frequently than we would like, which can have a significant impact on our ability to support our customers.
What problems is the product solving and how is that benefiting you?
With Zendesk, we're able to streamily our support structure so that each issue is triaged accordingly by urgency. This has allowed us the ensure major issues are resolved quickly, and has also helped us to significantly improve our FRT.
Zendesk was a lifesaver for our startup
What do you like best about the product?
Before purchasing a Zendesk subscription, we conducted quite a bit of research on other customer support software, and nothing really came close to Zendesk. Things we love about Zendesk: the intuitiveness and robustness of their platform, which is obviously designed with their customers in mind (it's chock full of features and options, but somehow also easy to use and navigate), their reliable and always helpful customer support, their incredible speed in rolling out new features and bug fixes, and their overall dedication to making their product the best it can be.
What do you dislike about the product?
Because they are eager to roll out new features, these features are sometimes buggy at first, but they do get fixed pretty quickly. And because the platform is very complex, it's sometimes tricky to utilize all of the features to our advantage.
What problems is the product solving and how is that benefiting you?
Before we switched to Zendesk, my medium-sized startup was using Gmail to communicate with hundreds of users per week. It was impossible to keep track of all of the bugs and feedback we were receiving, and we had no way of knowing whether a given user had written us before. Since making the long-overdue switch to Zendesk, we have accrued a comprehensive library of macros (stock answers to common questions), developed two self-service help centers for two of our brands, and dramatically decreased the amount of time spent on answering support emails. We've also been able to effectively track product feedback, which has been extremely helpful in informing our product roadmap.
Recommendations to others considering the product:
Immerse yourself in their knowledge base and dedicate a few months to setup. It'll be worth the time investment.
Zendesk one of the best support platform
What do you like best about the product?
I like how it was made and very easy to collaborate with other people to support your clients
What do you dislike about the product?
I dont like the queue on how it was repeatedly goes back to your list after you dispose the ticket
What problems is the product solving and how is that benefiting you?
Provide quick escalatations and collaborations with.m other team
Recommendations to others considering the product:
I recommend this if you are looking for email service support. very customizable and easy to make escalations by adding macros on it
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