Zendesk Suite
ZendeskExternal reviews
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ZD at work
What do you like best about the product?
Most days I absolutely love Zendesk. It runs smooth, easy to navigate and solves tickets and moves quickly.
What do you dislike about the product?
I don't like the newest update to the interface, you can't move tabs around and it does crash more often t han any other program we use at work. The count goes down at least once or twice a week and you aren't able to track your tickets without reaching out to a supervisor. that is super annoying and frustrating as it helps to see what your numbers are
What problems is the product solving and how is that benefiting you?
I just deal with customers calling and email. There's no business problems that i need to solve or benefits to be realized.
Recommendations to others considering the product:
I'd definitely recommend this. It can have issues but it's very easy to learn, intuitive and except when it crashes, it runs pretty well. It also allows you to add on features within the ZD that allow for more ease of use across the board for a company.
So far, so great! Zendesk is easy to use! :)
What do you like best about the product?
I really enjoy being able to create views for different types of tickets. It helps me to prioritize and respond to the most urgent inquiries first!
What do you dislike about the product?
I dislike some of the minor glitchy effects I've experienced. When I close a ticket and remember something needs to be edited or I forgot a tag, I'll immediately select the ticket number on the right corner of the page. Sometimes this doesn't open the ticket I want, it will pull up the next ticket in my queue which led me to make a few mistakes before realizing this was happening.
What problems is the product solving and how is that benefiting you?
A colleague of mine recommended we prompt customers to select a dissatisfaction when they are rating a ticket as "bad". That helped us to gather more information as to what we could work on as individuals, as well as our overall policy.
Solid platform, undergoing seemingly significant improvements
What do you like best about the product?
The platform provides a lot of flexibility, has a good number of integrations and built in add-ons that give you the ability to do almost anything you need.
What do you dislike about the product?
There's a lot of complexity to the system, and to really get at the core of some of the things we've been trying to do, we rely a lot on their support team.
As of now, zendesk talk and zendesk chat, while powered by zendesk and are kind of integrated, still function in their own silos...especially chat.
As of now, zendesk talk and zendesk chat, while powered by zendesk and are kind of integrated, still function in their own silos...especially chat.
What problems is the product solving and how is that benefiting you?
The data and reporting we get out of having chat, phones, email tickets, and the support site all flowing through one system has allowed us to be one of the first departments in the company to provide data backed recommendations to alleviating customer pain points, quantify issues and impact with our software,
Recommendations to others considering the product:
you need a dedicated admin who really understands the intricacies of the system to take advantage of everything you're paying for.
Improving all the time
What do you like best about the product?
Managing all of our support accounts in shared inboxes that everyone has access to & can search in real time.
What do you dislike about the product?
Limitations to built in reporting, such as not being able to filter by light agents who are CC'd on tickets without running it through our developers via API.
What problems is the product solving and how is that benefiting you?
We used to have several support email accounts managed all through macmail. This has streamlined our helpdesk ticketing system which has dramatically improved our customer service productivity, and increased our ability to share accounts, monitor quality, set reminders for pending items to send to our email (we even created a custom webhook so it pings us on Slack when a ticket is pending for24, 48, 72+ hours).
Recommendations to others considering the product:
Zendesk has very helpful customer support & is highly customizable. It doesn't do absolutely everything I could dream of but it does so much more than our previous solution & the increase in productivity is well worth the migration.
Zendesk
What do you like best about the product?
It's easy to use and navigate. The UI is also appealing and clutter free
What do you dislike about the product?
Some glitches every now and then. Difficulty finding previous cases sometimes
What problems is the product solving and how is that benefiting you?
Helping customers locate dog sitters, process refunds, create cases for other teams
Zendesk helps keep everything needed for the customer experience on one easy to use software suite.
What do you like best about the product?
On thing Zendeskreally excels at is the ability to easily navigate between the customer support suite of products from one central login.
What do you dislike about the product?
An aspect that Zendesk could improve on would be to implement a more user-friendly way to set up the ticket update alerts. This is a setting that can be found fairly easily, but figuring out how to have the system send an alert if a customer has responded proved challenging.
What problems is the product solving and how is that benefiting you?
Our company started using Zendesk because we needed an all-in-one solution for chat, helpdesk software, and customer ticket management. Before we started using the software, everything was done very piece meal, we had no knowledge base, and no chat available. Now, not only can I manage everything from one easy login, but I have been able to write hundreds of help articles as well as provide a seamless record of all my customer interactions. My customers can also submit tickets via social media, and with Zendesk's many API integrations, I've been able to track JIRA tickets as well as my CRM notes all from my Zendesk dashboard.
Recommendations to others considering the product:
There are several things to consider when deciding to implement Zendesk for your company. First, check to see if the software integrates with other products you're currently using. Linking together other software into Zendesk has proven to be a huge time saver for our company and helped streamline the implementation of support. Another consideration is what pricing tier your company can afford. Zendesk has cheaper options for start-ups, but it comes with limited to no support outside of reporting bugs. Finally, it's worth ensuring that the main admin has the ability and time to use all the training resources, as there are many settings and filter views that can be used within the site for agents and customers alike.
I like Zendesk
What do you like best about the product?
The easy user interface and compatibility with all computers
What do you dislike about the product?
I have heard that reporting is better for higher tiered pricing but the reporting on the low price points is very inadequate.
What problems is the product solving and how is that benefiting you?
Our company has people on all sorts of platforms and zendesk helps ease of communication.
Professional & Easy to Use! Recommended!
What do you like best about the product?
Zendesk is easy to use software we mainly use it for Customer support but it also have option for creating knowledge base which i great. We plan to use that feature in near future.
The UI is designed for ease of access, it performs good in modern browser the search functionality helps a lot while try to find old ticket for a particular customer. UI color can be customized.
Customers can directly reply for a ticket from their email address. It is a great feature to have. When solving a customers ticket we can put private notes that is only visible to staffs which allows better communication within ourselves.
Zendesk also have Android/iOS app that I can use while I am not in my desk or traveling.
The UI is designed for ease of access, it performs good in modern browser the search functionality helps a lot while try to find old ticket for a particular customer. UI color can be customized.
Customers can directly reply for a ticket from their email address. It is a great feature to have. When solving a customers ticket we can put private notes that is only visible to staffs which allows better communication within ourselves.
Zendesk also have Android/iOS app that I can use while I am not in my desk or traveling.
What do you dislike about the product?
One complaint I have is that they sends too many emails to the email address associated with the account by default.
What problems is the product solving and how is that benefiting you?
Zendesk helps us to provide support to our customers. We had noticed huge spark on productivity from our support personnel after we switched over.
Recommendations to others considering the product:
Zendesk is one of the best support desk software if not the best. If you are considering a new support desk software you can surely try it. They have trial period.
An Intuitive Ticketing System
What do you like best about the product?
Options are laid out easily for both the customer and the Zendesk user.
What do you dislike about the product?
Some of the settings are not always obvious, but this mostly pertains to the admin interface.
What problems is the product solving and how is that benefiting you?
The ability to provide support for users both internally and externally.
Easy to use
What do you like best about the product?
Zendesk is really intuitive and easy to use.
What do you dislike about the product?
I don't like that when I submit a ticket, it disappears from the page I'm viewing. It would be nice if it made it clear the ticket had been submitted without taking it away.
What problems is the product solving and how is that benefiting you?
I use it for sales opportunities, customer service issues and Live Chat occasionally
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