Zendesk Suite
ZendeskExternal reviews
6,515 reviews
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After the learning curve, easy to use
What do you like best about the product?
The mobile app is nice to have to get notifications for support tickets and the website interface is easy to use to respond to tickets and flag tickets accordingly. Integrations with our tech stack is also nice as supplemental info. Help Center is easy to maneuver as well.
What do you dislike about the product?
Gifs are for some reason hard to place in Help Center articles (they come out as still images if you edit the gif so you have to record it exactly/precisely on queue).
What problems is the product solving and how is that benefiting you?
Support mainly (via tickets as well as building out our Help Center). The analytics on what has been searched for in our Help Center as well as reports on satisfaction ratings of tickets and time to response is helpful internally.
Recommendations to others considering the product:
Easy go-to for your support function in your tech stack. Easy to grasp, learn, and build reports.
Great product
What do you like best about the product?
This product helps the business in receiving client concern and questions that other sytems do not.
What do you dislike about the product?
I dont think there’s anything I dislike about this product.
What problems is the product solving and how is that benefiting you?
Organization
Great mix of structure and options
What do you like best about the product?
Zendesk provides a thoughtful and highly useful preset workflow for doing support via email and phone. The system can be learned quickly, is pretty reasonably priced, and is highly extensible without breaking the core paradigm of tickets & statuses.
What do you dislike about the product?
Zendesk has a surprising amount of outages compared to top-tier enterprise services like Salesforce, AWS, or Atlassian. Support can't be something that goes out - we lose all contact with customers.
What problems is the product solving and how is that benefiting you?
We are able to handle incoming technical support traffic and, to a smaller extent, inbound sales inquiries, all through one organized interface. The pace of responding and following up is adjustable but structured, so we never lose tickets or leave customers feeling ignored.
Our customer satisfaction has remained high, in part due to our commitment to following along with Zendesk's suggested system.
Our customer satisfaction has remained high, in part due to our commitment to following along with Zendesk's suggested system.
Recommendations to others considering the product:
Don't skimp - the Enterprise-level subscription gives you more tools and flexibility. Support could not be more for a consumer or b2b brand, so use the tools Zendesk has built to your advantage.
Zendesk Help Desk Review
What do you like best about the product?
Very simple to use. Lots of opportunities automate routing of tickets, responses, etc.
Easy to work on multiple tickets at once without having a million tabs open on your browser. The tabs actually open on the Zendesk dashboard.
Very easy to organize internal notes and share tickets with other teams. You can set up macros for a lot of things.
There are a lot of useful analytics that we didn't have visibility into before. Also we can receive feedback from our customers, which is very helpful
Easy to work on multiple tickets at once without having a million tabs open on your browser. The tabs actually open on the Zendesk dashboard.
Very easy to organize internal notes and share tickets with other teams. You can set up macros for a lot of things.
There are a lot of useful analytics that we didn't have visibility into before. Also we can receive feedback from our customers, which is very helpful
What do you dislike about the product?
I don't like how if you want to put an internal note on a ticket, you switch from public reply to internal reply. This is something I had to get used to as the system we used before had a separate location for internal notes. I did accidentally send an internal reply to a customer (thankfully it was nothing bad, just a simple questions), so watch out for that.
What problems is the product solving and how is that benefiting you?
Helping our customers implement our product faster by being able to respond to their questions faster. We have noticed faster response times and more tickets being solved.
Recommendations to others considering the product:
Use the trial. Make sure you like the key features. I think Zendesk is a product that will be one that will grow with you as your company grows. Many cool features that you can utilize either right away or down the road depending on where you are at as a company.
Making it easy to support our users
What do you like best about the product?
The interface is very simple and easy to use and being linked to our Zendesk allows us to have all the data and analytics in one place
What do you dislike about the product?
I would like there to be more advanced analytics and metrics
What problems is the product solving and how is that benefiting you?
Reducing the customer effort to contact support
Zendesk support is a very easy to use and intuitive platform
What do you like best about the product?
I like how Zendesk support is very user friendly. All the members of our team, no matter how tech-savvy, can easily use it.
What do you dislike about the product?
I don't really have any dislikes for this softoware.
What problems is the product solving and how is that benefiting you?
We use Zendesk support to fix problems with our online ordering system.
Zendesk Review
What do you like best about the product?
Zendesk offers the best mailing solutions, especially when dealing with a large number of emails.
Different teams are able to use one product and view the same communication seamlessly.
This product offers the ability to switch users without necessarily forwarding emails.
Tracking of email communication is simplified.
Allows users to be added to its knowledge base, enabling easy retrieval of email contacts.
Different teams are able to use one product and view the same communication seamlessly.
This product offers the ability to switch users without necessarily forwarding emails.
Tracking of email communication is simplified.
Allows users to be added to its knowledge base, enabling easy retrieval of email contacts.
What do you dislike about the product?
-It is not very clear how its response time is calculated, especially when it comes to ticket handling. This ambiguity can be a downside to those that have targets to meet.
-Duplication of tickets is sometimes experienced which can be annoying and can also create confusion while dealing with either tasks or emails.
-Duplication of tickets is sometimes experienced which can be annoying and can also create confusion while dealing with either tasks or emails.
What problems is the product solving and how is that benefiting you?
-Centralization of communications. This has greatly improved the way emails are handled and has also enabled collaboration at a very high level. This, in turn, has improved response time.
-The ability to keep track of numbers ensures that the company does not work blindly, proper planning has been achieved and goal set in an easy manner.
-The ability to keep track of numbers ensures that the company does not work blindly, proper planning has been achieved and goal set in an easy manner.
Recommendations to others considering the product:
-I do not know if it is possible but if any email inbox can be linked to Zendesk it can be very good. This will allow those users who receive emails or tasks in their mail boxes can directly transfer these in form of tickets to Zendesk.
-Attachments sometimes are a problem to send. The idea of sending attachments embedded in links is not practical sometimes to users who are not used to, and those that are afraid of links. If the mail box model can be adopted, it will solve a lot of communication hurdles.
-Attachments sometimes are a problem to send. The idea of sending attachments embedded in links is not practical sometimes to users who are not used to, and those that are afraid of links. If the mail box model can be adopted, it will solve a lot of communication hurdles.
ZenDesk is great!
What do you like best about the product?
It's powerful, but easy to use at the same time.
What do you dislike about the product?
Setting up ticket automation can be a bit difficult
What problems is the product solving and how is that benefiting you?
Customer support, managing volume
Great product that has changed how we manage support
What do you like best about the product?
We love that there are multiple ways for customers to log support issues. Website, email, portal and we also love how easy it is to turn the resolution to a support case into a knowledge base article
What do you dislike about the product?
We do not like that it is difficult to integrate with other products we use in our business like Sage CRM. This is not a big deal but would be nice to have.
What problems is the product solving and how is that benefiting you?
We are able to respond to customers faster. We are able to prioritize responses by the type of plan a customer has. We ensure nothing falls thru the cracks in our support department
Recommendations to others considering the product:
None
Super easy and efficient
What do you like best about the product?
Zendesk is a very competent ticket management software that provides an easy interface.
Just watch out for the price and make sure you're getting the features you need.
Just watch out for the price and make sure you're getting the features you need.
What do you dislike about the product?
Slightly more expensive than the competition.
What problems is the product solving and how is that benefiting you?
It really helped me to keep all my customers emails and tasks organized and make sure that I'm on top of my workload. With other software it is easy to lose track and forget to reply to emails, but not with this app!
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