Zendesk Suite
ZendeskExternal reviews
6,515 reviews
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I am thoroughly pleased with Zendesk
What do you like best about the product?
Easy layout and everything is very easy to find.
What do you dislike about the product?
Can lag when refreshing or updating, and sometimes it shows tasks already solved as needing to be solved.
What problems is the product solving and how is that benefiting you?
We have been solving the problem of mismatched dates, locations, and times on users' travel budgets compared to their actual itineraries.
Recommendations to others considering the product:
Would recommend using
Application Support Specialist
What do you like best about the product?
The ability to search for related tickets
What do you dislike about the product?
Email forwarding removes email addresses
What problems is the product solving and how is that benefiting you?
Customer support in 1 location. Easy to refer back to customers and build relationships.
Fast and Light
What do you like best about the product?
The design of the user interface is easy on the eyes; at first glance.
What do you dislike about the product?
Lack of search suggestions, CSS boxes stack on top of each other, leaving menus hidden by images.
What problems is the product solving and how is that benefiting you?
It's become much simpler to find information needed for operations at work with the streamlined management of reports and information.
ZenDesk
What do you like best about the product?
We use ZenDesk as a team. It's a convenient way to record support calls we receive and how we resolve issues.
What do you dislike about the product?
There's a lot of graphs and charts we try to use to keep track of team progress which is a little confusing.
What problems is the product solving and how is that benefiting you?
We keep track of support calls, the work that's been done with calls, email customers and use charts for progress.
A cool platform to answer helpdesk inquiries
What do you like best about the product?
The software is easy to use when opening customer tickets and entering their order and contact information. Anytime we have Inquiries this tool has no issue with quick turnaround for resolving our problems.
What do you dislike about the product?
The screens are pretty basic and I've only been able to use one screen at a time when logging into customer profiles.
What problems is the product solving and how is that benefiting you?
Eliminates all manual warehouse manager lookup as all data from Wow, CyberSource, etc is found in here.
Recommendations to others considering the product:
I believe this is a viable solution for all small to mid size businesses.
Great Support Tool
What do you like best about the product?
Zendesk support is easy to implement on your own. Their knowledge base is super helpful and their support team is quick to respond and resolve your issues or answer your questions.
What do you dislike about the product?
The product has a focus on 'groups' where we would prefer to be able to assign or associate by agent. There is a lot to learn from the admin perspective, but there is a learning curve with any new product - this is where their awesome support comes into play!
What problems is the product solving and how is that benefiting you?
Improving our support workflows and increasing efficiency. We are working on creating our knowledge base and hope to use in in conjunction with one of their auto answer products to help make level 1 support more efficient. We have also implemented ZD Talk which has helped us get all communications documented in a single space.
Recommendations to others considering the product:
It's a great support tool. There is so much you can do with the tool and tons of integrations and add on apps to work with.
Happily used by a small start-up
What do you like best about the product?
I like how easy it is to connect my tickets to corresponding JIRA issues via an integration from the app marketplace. Merging tickets is also done very well (compared to competing products) and automation makes our lives a lot easier. We have macros set up to mark tickets as spam, hand them off to another team, etc. I have more time to think about my responses and manage our inbound flow.
What do you dislike about the product?
Zendesk's Help Center product was not an original Zendesk product, but gained in an acquisition. You can easily tell this - it seems like a totally different product, and it can be difficult to jump between your tickets and the Help Center. Customizing your help center and support website requires a front end developer - the base product they give you is very bare bones and not intuitive for a customer to navigate.
What problems is the product solving and how is that benefiting you?
We are a small startup that only offers e-mail support. Right now we have four support agents, and over 400 active users (some of those users have 100's of thousands of customers themselves) so we are pretty busy. We needed a support solution that would get out of our own way so that we could focus on tickets and not worry about having e-mails come in incorrectly, get lost, require a lot of manual reporting, etc. Zendesk makes it easy to see how well all of our agents are doing by providing comprehensive reports through their "Insights" tool. We've noticed a large increase in the number of tickets solved and a decrease in response time.
Recommendations to others considering the product:
If your primary need is to answer customer support tickets, then Zendesk is a great choice. If you are looking for a robust Help Center, phone bank, or CRM solution for your support team, that's not going to be Zendesk's strength.
Zendesk
What do you like best about the product?
I love the full integration of Zendesk. The ability to have many different applications in one single platform
What do you dislike about the product?
I don't like how new the program is. Oftentimes we had issues with applications because they were simply new
What problems is the product solving and how is that benefiting you?
Customer service was huge for us. We loved having a single place to communicate with our clients.
Zendesk Cloud Support
What do you like best about the product?
It is collaborative and all the team can be setup to be notified about the issue. you can add any external partner as well to the notification email.
What do you dislike about the product?
Its feature of encouragement. putting random words it is really annoying
What problems is the product solving and how is that benefiting you?
HelpDesk support. it is easy to use. User does not need to log into the system the ticket gets created via email.
Zendesk
What do you like best about the product?
Works well to allow support staff to track what needs to get done
What do you dislike about the product?
Some tickets get mistaken as emails and coworkers hit replay all and all members get the email
What problems is the product solving and how is that benefiting you?
Helped support staff track what needs to get done
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