Zendesk Suite
ZendeskExternal reviews
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A well-equipped, clean solution for supporting your users
What do you like best about the product?
It is a highly integrated solution that is very user friendly. Give your users an integrated help desk into your app, supported by a clean chat agent.
What do you dislike about the product?
Nothing one year into using the platform.
What problems is the product solving and how is that benefiting you?
We found our organization was disconnected from our users needs to our development team. Zendesk provided us the opportunity by use of Light Agents to keep our engineers in the loop in an efficient manner.
Recommendations to others considering the product:
Check out their integrations. Some are phenomenal (chat, phone systems, etc) and can really benefit your organization.
Great product
What do you like best about the product?
The ability to track and manage many projects and see the calendar of work performed.
What do you dislike about the product?
Not anything that I personally dislike about it.
What problems is the product solving and how is that benefiting you?
Project time spent, how many projects in que. Helps us stay organized
Zendesk - My Review
What do you like best about the product?
The reasons for my love for zendesk include its easy to use nature. You don't need and extensive training. You can pick up skills while using it. I could easily embed images in my replies to a client. The smart and intuitive user interface.
What do you dislike about the product?
I do not think I have any reason to dislike zendesk. I have not had any issues working it and I have not worked with any other solutions to compare.
What problems is the product solving and how is that benefiting you?
Providing support to our clinets
Very easy to navigate
What do you like best about the product?
The simplistic layout and the ability to easily search keywords when I need to reference an older ticket
What do you dislike about the product?
Nothing that I can think of off the top of my head.
What problems is the product solving and how is that benefiting you?
I'm in the tech industry offering a service as a software. So I'm mostly answering technical questions about our online platform.
Everything, all in one place
What do you like best about the product?
It's easy to use and has tons of features. I like the help center section. As the younger generation joins the workforce, they will be able to use the help center and the role of IT will begin to change
What do you dislike about the product?
Getting it all setup can be a little challenging. But if you pay attention to the directions and really follow them, you'll be just fine.
What problems is the product solving and how is that benefiting you?
As our company grows, we need one central location to keep track of everything. Zendesk is a great tool for that.
ZenDesk takes the worry of keeping customer contact history away!
What do you like best about the product?
Easy to use interface. Robust reporting tools.
What do you dislike about the product?
Wish it had its own data warehouse instead of needing to work with good data.
What problems is the product solving and how is that benefiting you?
Keeping a history of service calls and issues and steps to resolution.
A wonderful software that streamlines the CS experience
What do you like best about the product?
The simplicity and learnability of the software. Within an hour or so I had picked up the ins and outs of how ZenDesk works. Previous CRM software, such as Salesforce Desk, was cumbersome and clanky in the learning process, and was not intuitive. ZenDesk is an incredibly intuitive software, and I would definitely recommend it to any CS team that is looking to scale their support.
Additionally, user/customer profiles make it easy to look up previous ticket history, especially when needing to reference a previous issue a customer was facing. Combining/merging tickets allows our team to know exactly what to look for and focus on when crafting a response.
Additionally, user/customer profiles make it easy to look up previous ticket history, especially when needing to reference a previous issue a customer was facing. Combining/merging tickets allows our team to know exactly what to look for and focus on when crafting a response.
What do you dislike about the product?
Not a lot of support for users, especially when the software is experiencing issues. At most there is a tweet sent out from ZenDesk's Support Twitter account, and we do get notifications on when service is back up, but it would be helpful to get more detail about what issues our team is facing when ZenDesk goes down.
What problems is the product solving and how is that benefiting you?
Our primary business problem is attempting to solve customer issues that can vary across a number of different concerns. ZenDesk makes it easy to consolidate multiple customer tickets into one, so we can better address each concern point by point.
Recommendations to others considering the product:
ZenDesk is easy to learn, easy to use, and has helped out tremendously with our team's CS needs!
Zendesk is affordable and efficient
What do you like best about the product?
Very user friendly. Easy reporting tools.
What do you dislike about the product?
I can't really say I have experienced any true dislikes
What problems is the product solving and how is that benefiting you?
Having all reported issues in one place. Easy to search known issue and see resolution for issue.
Excellent organization tool for customer support
What do you like best about the product?
I love that I'm able to set up triggers based off what customers would like assistance with to immediately triage that information to members of my team.
What do you dislike about the product?
Bit of a clunky interface and reporting need some help.
What problems is the product solving and how is that benefiting you?
Assists us with doing some deeper analysis of common recurring customer issues. Previously did not have this at the company, great stepping stone tool.
Always Helpful!
What do you like best about the product?
I enjoy how easy it is to use when searching for certain companies or certain tickets that we have kept track of. The search bar is always easy to find and it always helps when they do an update and let s know what exactly has changed.
What do you dislike about the product?
Sometimes when searching I am not able to look for more than one criteria. I would like to have an advanced search where I can look for maybe a company name and ticket ID
What problems is the product solving and how is that benefiting you?
I help with resolving Customer Service Incidents. The tickets come in and are always very easy to find and there are certain triggers that can be set up so that they can get directly assigned to me.
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