Zendesk Suite
ZendeskExternal reviews
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Easy to use serivce
What do you like best about the product?
Emails coming in from customers are generated in one convenient location. ZenDesk is easy to organize and allows for easy follow up with customers.
What do you dislike about the product?
Service seems to be interrupted by server issues regularly as of late, which has a great impact on customer service.
What problems is the product solving and how is that benefiting you?
ZenDesk allows the whole team to work out of one inbox and answer customer inquiries efficiently. Reviewing customer communication is easy as well.
Zendesk - A great experience for fast-paced customer service
What do you like best about the product?
I like the speed of the agent interface, quick hot keys, macros, editing tools and clear and concise email correspondence generated with end users.
What do you dislike about the product?
It's pricey. There are a lot of components that cost extra -- things like chat, for one, which really should be included.
Pricing tiers are pretty hard set. If you need 1 small option out of a higher tier, there's no way to get it unless you commit to double or more cost to get that tier. No ad-hoc component availability.
Pricing tiers are pretty hard set. If you need 1 small option out of a higher tier, there's no way to get it unless you commit to double or more cost to get that tier. No ad-hoc component availability.
What problems is the product solving and how is that benefiting you?
We needed an extremely easy to use ticketing system that provided simple tools to get ticketing under control. The end users love it because it's attractive and easy to use. The techs love it because the agent interface and ticket management is great.
Recommendations to others considering the product:
Definitely do the trial. Set up Help Center if you're going to use it and see if it fits your needs. Set up ticketing and do a few test tickets. Get with their sales people and have them give you a demo showing only the options available in whatever pricing tier you want.
Zendesk's Help Center adds credibility to our producting offering.
What do you like best about the product?
I like that videos can be added to Zendesk help articles - this makes it easy to explain common questions, and helps our support team answer questions more efficiently. Zopim helps us answer questions from prospects directly from our website - helping keep prospect interest.
What do you dislike about the product?
I don't like that the images added to Zendesk articles scale down to a certain size and they sometimes get wonky. Some improvement needed there.
What problems is the product solving and how is that benefiting you?
Zendesk has been huge for our support team, but from a marketing angle it has helped to add credibility to our product offering in showcasing a wide knowledge base - establishing us as a more reputable vendor to prospects.
Zendesk is the Best
What do you like best about the product?
Using Zendesk has been wonderful for us. We have used to it assist our customers and drive make improvements to our product. We have also integrated MindTouch with Zendesk. This allows users to make requests and track them in Zendesk. We also integrated a MindTouch application that searches our knowledge base when new tickets come in.
What do you dislike about the product?
There isn't really many dislikes I have with Zendesk. If I had to choose something, it would have to be the NPS survey they offer. It would be nice if it had more options to customize.
What problems is the product solving and how is that benefiting you?
We are supporting our VARs and building out a knowledge base with what we are learning.
Recommendations to others considering the product:
Zendesk will be the tool you are looking for.
Great customer support platform
What do you like best about the product?
Zendesk is a great customer support platform. We get all the tickets ( requests) from our clients. We can update, assign to the team. What I like is the internal chat in the ticket that just only my team can see it.
We also can categorize the ticket to review.
We also can categorize the ticket to review.
What do you dislike about the product?
It's difficulty to create a list of old ticket by your own. Let say I want to see what is the solved ticket for the last month. There are just some defined category that you can not really find what you want to customize
What problems is the product solving and how is that benefiting you?
Platform to communicate between client and us to help us to support our customer the best
Recommendations to others considering the product:
It's a very user friendly platform for both you and your clients.
Easy Integration, Easier Communication
What do you like best about the product?
Installs in seconds. We use it on multiple Wordpress sites and it simply works consistently.
What do you dislike about the product?
I would prefer an easy integration with Google Analytics that can track engagements as goals.
What problems is the product solving and how is that benefiting you?
We can eliminate time on the phone for our customer service team. It is responsive and works on every device.
Easy Chatting
What do you like best about the product?
Its a script that you can add to the top of your file that you want the chat to work in. The snippet is short and works pretty well.
What do you dislike about the product?
Customizing the colours and the icons are a little difficult given the choices. This would require digging into the code and doing it from there.
What problems is the product solving and how is that benefiting you?
We can engage users who are on our website live right at that moment. The benefit is that there would be more conversions.
Recommendations to others considering the product:
Its a good product for what it does. Just be aware of the lack of customization but if you are using it for the basic features it gives, it does its job well enough.
Zendesk Review
What do you like best about the product?
The metrics Zendesk provides is amazing to be able to manage our customers, team and time.
What do you dislike about the product?
I dislike the phone integration. It is not always reliable which can cause frustration for both customers and agents.
What problems is the product solving and how is that benefiting you?
We have been able to organize customer feedback and pass it along to the appropriate teams which was something that we were never able to do before. So information sharing is much easier and faster!
Recommendations to others considering the product:
Zendesk will definitely be a great help to any company looking for CRM system. As you start to take advantage of all the features you will also learn a lot about your customers!
Zendesk gives us the ability to provide professionally scripted email support to a global audience.
What do you like best about the product?
Zendesk was simple to set up and what we did first was create a series of macros to respond to questions and issues we know our news media audience are most likely to have. This was especially valuable as a time saver -- and for the segment of our international staff for whom English is a second language. The macros could be organized for easy retrieval -- and modified as needed to make a response more appropriate to a particular inquiry or customer.
What do you dislike about the product?
Zendesk does not store a lot of customer information and it's not the easiest thing to tease data out of it -- plus it places a limit on how far back reports can be pulled. However, it's a low-cost solution in our view and we feel we get good value for the investment we've made.
What problems is the product solving and how is that benefiting you?
Our biggest problem was time/distance combined with not having a single channel for customer email requests, complaints and comments. Before Zendesk emails were received at random by virtually everyone on our staff and answered in an ad hoc fashion at best.
Zendesk gives us the ability to autoforward emails sent to three different customer service emails (one for USA, one for Europe and one for Pacific customers) into one repository -- and the ability for anyone to respond. Now that we have a single channel, we have greatly improved the speed and professionalism with which we respond to customers.
Zendesk gives us the ability to autoforward emails sent to three different customer service emails (one for USA, one for Europe and one for Pacific customers) into one repository -- and the ability for anyone to respond. Now that we have a single channel, we have greatly improved the speed and professionalism with which we respond to customers.
Recommendations to others considering the product:
Zendesk was a good value -- and we only used the email support because supporting phone and chat was not practical given the geography and language considerations. For us it represented a very important first step in getting our arms around our customers' needs and become a reliable resource for them.
Supports markdown, which is awesome.
What do you like best about the product?
I like how Zendesk makes it easy to keep track of conversations with customers. I really like that it supports Markdown,
What do you dislike about the product?
It may just be how my team has set it up, but, despite how good it is at managing conversations, managing new messages from customers who have ongoing, active conversations already in our system is not as intuitive or easy to track.
What problems is the product solving and how is that benefiting you?
We have one customer support team that tracks several different product offerings for our business, and ZD helps us keep track of all of them seamlessly.
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