Zendesk Suite
ZendeskExternal reviews
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Review of Zendesk
What do you like best about the product?
I like the ability to quickly communicate between multiple departments, use both internal and external comments, and pull reports on tickets.
What do you dislike about the product?
I don't necessarily dislike anything about zendesk.
What problems is the product solving and how is that benefiting you?
The business problem that we are solving with Zendesk is the ability to track, report, and communicate between multiple departments as well as with the client.
Recommendations to others considering the product:
It has great user-ability for both internal and external use.
Good functionality for the price
What do you like best about the product?
Cross-functionality with other products. It can interact with many other systems.
What do you dislike about the product?
format and depth of integration. I like the format for tracking issues in some other systems that are part of a whole CRM system, and I dislike that I can't integrate with my CRM as much as I would like. So the interoperability is broad, but not as deep as I would like.
What problems is the product solving and how is that benefiting you?
Ticket management for problems. Knowledge base for customers.
Recommendations to others considering the product:
It's a fair product for the price. They've got tiers of service, and we found it works for what we want to do, for the most part. Certainly way less expensive than some other options.
Quick, compact, and intuitive!
What do you like best about the product?
It automatically opens tickets into internal tabs, so you can keep your browser compact - when trying to source a solution this cleanliness is invaluable!
What do you dislike about the product?
It can take a bit of getting used to because it has so many features.
What problems is the product solving and how is that benefiting you?
General customer support - it's a great tool for organizing and making sure we can follow up no matter what. Nothing through the cracks!
Customer Support Wizard
What do you like best about the product?
I love the widgets! So helpful to have everything I need on one page.
What do you dislike about the product?
Setting up macros and/or views is not super intuitive. It takes a little guess work if you are new to the system
What problems is the product solving and how is that benefiting you?
Using root issues we are able to identify and track trends in customer requests
The best customer service tool out there!
What do you like best about the product?
ZD is very easy to use, it has an excellent user interface and definitely simplifies workflows. It's cloud based so you can access it anywhere (even on the app!). I also like how it gives a holistic view of what's going on in the customer service landscape... how many tickets are new/ weekend tickets/ etc. You can also see who's working on what and the status of each ticket. Super user friendly :)
What do you dislike about the product?
You can't go back and edit a ticket, it gets a little confusing when there's multiple emails for a customer (and an email may be in use already), and it lags from time to time. The ticket search function also lags sometimes too!
What problems is the product solving and how is that benefiting you?
We time to the best level of customer service in a fast timely manner...
I've realized various benefits - we're able to answer tickets in a fast manner and all departments can see what's going on. ZD is also very user friendly and allows me to prioritize
I've realized various benefits - we're able to answer tickets in a fast manner and all departments can see what's going on. ZD is also very user friendly and allows me to prioritize
Recommendations to others considering the product:
Super easy to use and it's a startup's best friend!
Comprehensive but buggy
What do you like best about the product?
I love how robust Zendesk's reporting capabilities are. I can build reports on more or less anything I'd like to know about our support
What do you dislike about the product?
Zendesk can be buggy occasionally--sometimes pages won't load, or the phone capabilities will cut off randomly which requires a browser reboot
What problems is the product solving and how is that benefiting you?
I'm gaining amazing insight into the kinds of product changes that need to happen for my company
Easy to use, great software tool
What do you like best about the product?
Love how easy it is to use Zendesk. I didn't need any training or long user guide, i was just able to log in and try out the different features without issue. Was also really easy to set up our support resources section.
What do you dislike about the product?
Doesn't seem like you can give agents access to thinks like client information such as address etc. without giving them administrative access. Our agents need access to information like this for trouble shooting and for sending out replacement parts etc.
What problems is the product solving and how is that benefiting you?
Needed a great client support tool that would give every one of our clients quick, efficient levels of support regardless of their preferred channel of communication (phone, email, chat, etc.)
Recommendations to others considering the product:
Definitely try out the free trial. Once you see how easy it is to set up and use, you'll see the value first hand. While Zendesk doesn't allow for quite as much customization as I'd like when it comes to branding of emails etc. its great for focusing on client support through multiple channels.
Zendesk Review Feb 2017
What do you like best about the product?
Views and Reporting - there are lots of ways to slice and dice the data. Lot of ways to customize views for the team and personal use. We are always making improvements for the ways that the support team uses Zendesk and getting Zendesk to work for us.
What do you dislike about the product?
They do seem to have performance issues on the regular but are very transparent about it and they get resolved quickly.
What problems is the product solving and how is that benefiting you?
We use Zendesk for support tickets. Although we are going to move our support documentation over to Zendesk as well.
Great Customer Support Tool
What do you like best about the product?
Zendesk is a great, easy to use out of the box solution for customer service. I work mostly on the help content side of our business, and this tool has been great. Zendesk allows us to customize the CSS, which has helped us to match the customer experience with our help content to that of the software we sell. We can categorize articles and use tagging to make content more findable. The reporting capabilities are also providing us with some insight to help us behave more strategically as an organization.
What do you dislike about the product?
Some of the tools could be a bit more robust. For example, the ZCC me tool (BCC Me) allows agents to copy in a BCC email address when sending emails through the system. It would be really great if this tool would permanently hold that BCC me email address on all tickets so agents wouldn't have to manually post it each time. This would allow for more visibility across teams in our organization into what is happening with customers, especially since our sales and support team use two different systems.
What problems is the product solving and how is that benefiting you?
We have doubled the amount of article views in our help content over the last 6 months or so. We have done this by monitoring the reporting, incorporating Google Analytics to identify search terms and then tagging the appropriate articles based on key words our customers are using. This has made content more readily available to our customers, reducing the amount of support tickets created.
Recommendations to others considering the product:
When using Zendesk, make sure you have the resources internally to do the customizations you would like and that you can get Zendesk to talk to the other systems you use.
Great way to reach international customers
What do you like best about the product?
We like the ability to transfer chats between departments, tell what country people are contacting us from, and other important information like what operating system they are on (for tech support). It also gives back a lot of great analytics to track wait times etc.
What do you dislike about the product?
We wish the analytics were expanded a bit more, and were more customizable. We'd like to also be able to have better ways of integrating it into our website and/or in-product.
What problems is the product solving and how is that benefiting you?
We have really been able to reach to our international customers in a way where we weren't able to with our old chat system. Zendesk chat offers a great auto-translate feature we use quite often.
Recommendations to others considering the product:
There are some limitations, so definitely compare it to other options to be sure it meets your company goals/needs.
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