Zendesk Suite
ZendeskExternal reviews
6,513 reviews
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Great Ticketing System
What do you like best about the product?
Zendesk is a great way to track all of our tickets, and keep ensure they are being closed out in a timely manner.
What do you dislike about the product?
I honestly can't think of anything ZenDesk could be doing better. It is a fantastic tool.
What problems is the product solving and how is that benefiting you?
Zendesk allow our users to log issues easily via email or web portal, and track any updates.
We have just went Live with the new software
What do you like best about the product?
I like having the options to add more details to customers accounts.
What do you dislike about the product?
I am a new user so not much to say about disliking the product
What problems is the product solving and how is that benefiting you?
I work in customer service so we are always supporting customer ordering needs
ZenDesk Review
What do you like best about the product?
The tracking of action taken with each request for assistance, the ability to create canned responses for the repeat issues from users and the forward to another admin for issues. The ability to take screen shots to send to users regarding a variety of issues and problems.
What do you dislike about the product?
We were in a consortium and at first it was smooth, then our consortium decided to "group" all users together and it made it difficult to service our customers. Too many chefs in the kitchen. Other admins from other institutions did not pay special attention to incoming customer requests. They started answering all request no matter where they were located creating much confusion for our customers.
What problems is the product solving and how is that benefiting you?
Requests for college online lms issues, login, password resets, clarifying submission instructions of their course work in the lms being used at the time. etc.
Recommendations to others considering the product:
Zendesk was good to use and I would use it again if given the opportunity.
Easy to manage multiple email accounts.
What do you like best about the product?
I like using Zendesk because it puts all of our inquiries from customers in one place. I don't have to worry about checking 14+ different emails for our associations.
What do you dislike about the product?
The help team isn't always responsive in a timely manner.
What problems is the product solving and how is that benefiting you?
I realize that we could not properly manage all of our emails without Zendesk, and we are able to better support the members of our associations.
Zendesk All Day Every Day
What do you like best about the product?
It's easily learned and helps prioritize and manage tickets effectively.
What do you dislike about the product?
The inability to forward messages, that attachments appear as links below signatures (not very intuitive for our customers to find).
What problems is the product solving and how is that benefiting you?
Both Customer Success and Customer Support. Zendesk is a great organization tool that helps manage and prioritize each day's tickets.
Social Customer Care in a snap
What do you like best about the product?
Instinctive use and a lot of adaption for addressing customer care concerns (social, call and email.)
What do you dislike about the product?
Queueing can be an issue. Backlogs can be overlooked and there's no provided best practice for addressing this. Integration with legacy and cloud CRMs are not consistent.
What problems is the product solving and how is that benefiting you?
Mainly social customer care. It can most certainly do the job from that end.
Zendesk Great for Customer Support
What do you like best about the product?
The user interface makes it extremely easy to prioritize customer support ticketing and determine level of importance and response.
What do you dislike about the product?
Honestly there is not a lot that I do not like. It's a little on the pricer side, but when dealing with support tickets it really is a matter of ease/useability which Zendesk provides.
What problems is the product solving and how is that benefiting you?
We needed a centralized support and ticketing system for our client. They had historically only received inquiries through email which was inefficient and unorganized.
Recommendations to others considering the product:
My agency reviewed several competitors and in evaluating price and value we ended up picking Zendesk.
Intuitive ticket platform.
What do you like best about the product?
Zendesk is incredibly legible and easy to navigate from a user experience standpoint. I enjoy its fonts, layout and intuitive structure. It manages to show you a lot of details about a support ticket in minimalist manner. It's simple to learn as well.
Being able to open other tickets in new Zendesk tabs is incredibly helpful, and I like the recent integration of the ticket number always showing to keep yourself organized.
Finally, I appreciate being able to draft a response, but feeling secure that my text will be saved should I accidentally be working on the "wrong" browser tab.
Being able to open other tickets in new Zendesk tabs is incredibly helpful, and I like the recent integration of the ticket number always showing to keep yourself organized.
Finally, I appreciate being able to draft a response, but feeling secure that my text will be saved should I accidentally be working on the "wrong" browser tab.
What do you dislike about the product?
I'm very happy with this software, but I find advanced settings like customizing your Views a little on the confusing side. Also, something like sending the same email again might benefit from a designated button to do so (and if it exists, it just means I haven't found it yet).
What problems is the product solving and how is that benefiting you?
The task of customer support is made easier, with a constantly updated inbox that is easy to keep an eye on. Allows for quicker service and an enhanced company image.
Recommendations to others considering the product:
I find it good for what it's needed for.
Overall good experience
What do you like best about the product?
Insights - Real data and stats into how we are doing over time. Great that it's right in the software.
What do you dislike about the product?
Formatting from emails - Often times emails are harder to read, wish there was a way to see the entire email thread not all written as one big paragraph.
What problems is the product solving and how is that benefiting you?
Simplified tickets - keep all support issues and questions in one central dashboard.
Zendesk for Customer Service
What do you like best about the product?
Love the user friendly set up, simplicity look and how it is very easy to use.
What do you dislike about the product?
Reporting - how to figure it out was a little difficult and a little time consuming
What problems is the product solving and how is that benefiting you?
Business problems we are solving - Customer Service agents have the capability of reviewing customer history by searching name or email addresses. Also they're able to search key words and see all associated emails. ALL IN ONE PLACE! :)
Recommendations to others considering the product:
I would recommend to review the helpful articles, videos and the training modules they have set up - very helpful with reporting and other things you can do with Zendesk.
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