Zendesk Suite
ZendeskExternal reviews
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Efficient chat tool
What do you like best about the product?
I like the best it is easy to admin, customize and use daily. Handling spammers is easy. And as they send email notifications for chat requests sent while we are out from the office it covers the offline time also.
What do you dislike about the product?
As our chat volume is low due specialized segment then this fulfills our needs. So nothing to dislike.
What problems is the product solving and how is that benefiting you?
Live contact with prospects, sometimes wit users who can't use phone, skype or other chats that require signup.
Zendesk
What do you like best about the product?
History of communication with the client. Generally pretty easy for a new user to figure out how to use it.
What do you dislike about the product?
Insights per-rep could be more detailed. I also think fonts should default to the same font when copying and pasting.
What problems is the product solving and how is that benefiting you?
Organizing customer service.
Recommendations to others considering the product:
Definitely a sufficient platform for managing customer service.
Helps to Organize correspondence outside and inside of the workplace.
What do you like best about the product?
I like how the system organizes the queues as well as the security feature that can be added to it.
What do you dislike about the product?
Sometimes the system doesn't recognize a case and puts it in the wrong queue. This can cause an important time sensitive task to be overlooked.
What problems is the product solving and how is that benefiting you?
Organization, Privacy, Compliance
Solid support-centric platform
What do you like best about the product?
I like the ability to see when folks are looking at a case.
What do you dislike about the product?
This tool is not made for large support teams. SFDC makes for a much more efficient and easy to use platform for support.
What problems is the product solving and how is that benefiting you?
Reporting on metrics, and tracking cases. It gives us a solid view in the day-to-day activities of our clients.
Recommendations to others considering the product:
If you have any experience with SFDC, just stick with using the basic Case object. You don't need any of the fancy Support Console tools.
Great helpdesk software
What do you like best about the product?
Our company relies on top notch customer service, and zendesk helps us get there. It is extremely simple to use out of the gate, and it also offers integrations and automations if you want create more complex workflows. Works great together with slack.
What do you dislike about the product?
The recent forced upgrade on the mobile app. The old app stopped working to force the upgrade and the new app had pretty bad reviews. Should have handled that process better.
What problems is the product solving and how is that benefiting you?
Track and assign customer support issues. We also love the reports that give us feedback on how we are doing
Awesom
What do you like best about the product?
The simplicity and the level of help desk support
What do you dislike about the product?
Insights doesn't offer a lot of reporting metrics but there is the ability to create custom reporting with GoodData.
Really wish there were additional features around Satisfaction surveys and the ability to get more granular with the data and predictions
Really wish there were additional features around Satisfaction surveys and the ability to get more granular with the data and predictions
What problems is the product solving and how is that benefiting you?
Our support department is built around Zendesk, it allows us to manage all customer communication in a timely and efficient manner.
Recommendations to others considering the product:
Utilize the customer support center -- it will help a lot
Intuitive, flexible, tool to help manage support communications
What do you like best about the product?
Macros, tagging, and tie in with our knowledge base / help center
What do you dislike about the product?
Getting better recently, but past few months have had significant server downtime
What problems is the product solving and how is that benefiting you?
Managing increasing volume of customer support questions and issues in a way that allows us robust tracking to identify trends and patterns
Love Zendesn
What do you like best about the product?
It allows multiple customer service agents to be helping customers without overlapping or missing responses.
What do you dislike about the product?
The email customers get can be confusing. Telling them to reply above the line.
What problems is the product solving and how is that benefiting you?
Making sure all customer inquiries are addressed in a timely manner and kept organized for future review.
Zendesk is so intuitive to get up and running for any SMB like Cazoomi
What do you like best about the product?
Zendesk let us connect with businesses on the channels they prefer. And it’s all managed in one place—so our team can track conversations and pick up where they left off. The result is a better customer experience, right from the start for our small team of 15.
What do you dislike about the product?
The mobile app for Zendesk needs to be able to sort on search as our team work anywhere so not always with their laptop to use the desktop sort feature.
What problems is the product solving and how is that benefiting you?
We solve our subscribers need for Apps integration so Zendesk provides this out of the box with 100s of marketplace apps for business needs.
Our company also has realized a substantial drop in support cases after implementing Zendesk Help Center and their newest Connect features.
With the Help Center we can take case issues and quickly turn them into Knowledge Base articles daily to better assist our subscribers who bring to our team's attention something we had not thought of before as an issue.
Our company also has realized a substantial drop in support cases after implementing Zendesk Help Center and their newest Connect features.
With the Help Center we can take case issues and quickly turn them into Knowledge Base articles daily to better assist our subscribers who bring to our team's attention something we had not thought of before as an issue.
Recommendations to others considering the product:
Do a POC with your support staff to see how quickly they adapt to the software as that is the key sign for widespread adoption of Zendesk and if it is right for your organization.
Key to Organization
What do you like best about the product?
I love that Zendesk gives you the opportunity to keep organized through different statuses, merging capabilities and linking tickets.
What do you dislike about the product?
I don't dislike the program, but my least favorite part is the glitches with the connection to other programs.
What problems is the product solving and how is that benefiting you?
Organization
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