Zendesk Suite
ZendeskExternal reviews
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Chat that simply works
What do you like best about the product?
The chat response templates and the metrics dashboard.
What do you dislike about the product?
It's a bit expensive compared to others out there.
What problems is the product solving and how is that benefiting you?
Open a new channel for prospects and customers to communicate their needs and concerns with us.
Recommendations to others considering the product:
Great chat feature and it's nicely integrated to other service desk modules but it seems to be more expensive when you start adding on the other modules compared to other companies out there.
Zendesk is great!
What do you like best about the product?
We've integrated all our system into zendesk, so now we only need one portal to have our agents manage contacts.
What do you dislike about the product?
Social media integration is lacking and needs updates - Specifically public social media comments.
What problems is the product solving and how is that benefiting you?
We're handling customers right away to the best of or abilities
Recommendations to others considering the product:
Give it a trial!
Zendesk is everything
What do you like best about the product?
Centralized dashboard for anything and everything that has to do with customer communication inbound and outbound!
What do you dislike about the product?
Insights/Analytics is tricky to work with since there are so many variables to select and consider. Training is still needed on our team here.
What problems is the product solving and how is that benefiting you?
Easy communication with our customers. Information is all in one place with the Shopify app integration so we can really utilize all of our customer's information to best help them and suit their needs. Additionally, we are able to prioritize issues and use bots to help deflect and save time for our agents.
Great Product
What do you like best about the product?
The ability to apply it with your company needs.
What do you dislike about the product?
Nothing yet as we have been using it for a short period so far.
What problems is the product solving and how is that benefiting you?
Customer service requests.
Zendesk makes support tickets easy to manage
What do you like best about the product?
I love the ability to create and utilize macros for my tickets. Also, all of the specific views I can implement for all of the tickets in our organization.
What do you dislike about the product?
The inability to track who has had access to tickets when they are not assigned.
What problems is the product solving and how is that benefiting you?
All manner of support-related issues as they pertain to our proprietary software solution. Customers have the ability to submit and track their support tickets through their own interface.
Recommendations to others considering the product:
Use it! I have tried a couple of other Support systems that include ticketing for users, they have not worked nearly as well as Zendesk does.
Only HelpDesk I've used, but I can't think of a better platform
What do you like best about the product?
The thing I like best about Zendesk is how we have a wealth of knowledge for every interaction we've had with a client/vendor.
What do you dislike about the product?
The only thing I can think of that I don't like is that if we choose to Submit a ticket as anything but solved, it will not auto assign it to the user.
What problems is the product solving and how is that benefiting you?
We use ZenDesk for logging all interactions with our users. It's great that we can look back to the beginning to see all the solutions we've had to user's issues.
The best work memory
What do you like best about the product?
I always recommend people to use Zendesk when it comes to customer service. Super easy to set up, simple to use, and it helps the company to increase the sales by providing excellent customer service.
What do you dislike about the product?
I love Zendesk but only issue happened before was two rep answered the same questions and neither of them realized the question has been answered twice, in different ways!
What problems is the product solving and how is that benefiting you?
Customer service and clients support. Happy customers and clients are one of the most important part in our business.
Recommendations to others considering the product:
all good
Zendesk an amazon support tool
What do you like best about the product?
I love how easy it is to use to answer support tickets with my clients. We use it to tag specific questions to track how we can improve our software and also do give our clients phone support
What do you dislike about the product?
I dislike that the phone support keeps crashing whenever we try to make calls. My team always has to restart the program.
What problems is the product solving and how is that benefiting you?
We are solving problems with technical issues. We tag all tech problems in zendesk and our engineering team checks these tags to see how we can make improvements to our application and improve future iterations.
Recommendations to others considering the product:
Improve the calling system.
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.
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