Zendesk Suite
ZendeskExternal reviews
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1 year Zendesk review
What do you like best about the product?
I like that I can capture A customer's information quickly, and sometimes it auto-populates the data if it's an existing customer. it also works well with Instacart and okta admin Softwares
What do you dislike about the product?
Sometime's it doesn't populate tickets on Zendesk, and when you're saving a ticket, it automatically brings it back empty without the information filled in, which makes it a bit hard to solve a ticket, especially if you're queuing
What problems is the product solving and how is that benefiting you?
I am sending follow-up emails after solving a customer's issue and documenting the interaction or what was happening on the call or any transfers or voice recordings of calls.
Recommendations to others considering the product:
easy and efficient, quick to navigate and understand, documentation and call recordings are available
Masters of ticketing systems
What do you like best about the product?
Applies best practices, easy to use, automation rules are amazing.
What do you dislike about the product?
Reporting can be done easier to implement.
What problems is the product solving and how is that benefiting you?
Having everything in one place for m,y support agents
It's a great tool to follow up on our customer's requests and our team member's productivity
What do you like best about the product?
Is super helpful to be on top of different tickets at the same time and the integrations work perfectly.
What do you dislike about the product?
It would be great to have more information as a manager, about the team's performance.
What problems is the product solving and how is that benefiting you?
Tickets visibility and following up on customer's requests
Zendesk Review
What do you like best about the product?
Easy navigation and simple design on the platform
What do you dislike about the product?
The merging tickets option because they don't get responses sometimes
What problems is the product solving and how is that benefiting you?
Customer support inquiries. Easy becasue it is email for them and simple ticket for us.
Recommendations to others considering the product:
Most popular service for customer support
Great Helpdesk support system!
What do you like best about the product?
Zendesk is a very efficient program that is easy to use. Zendesk has a live chat option that makes it easy for customers to communicate with the help desk staff about computer/ technology issues.
What do you dislike about the product?
I was told by the staff that the program is kind of expensive. While I was using the program, everything seems to work fine. Improvements would be having a good system in place for email alerts.
What problems is the product solving and how is that benefiting you?
Zendesk helps our company solve technology issues in a timely manner for the business processes not to get interrupted. The business performance has increased because there are fewer interruptions.
Trey's Review
What do you like best about the product?
It allows you to integrate multiple services into one place.
What do you dislike about the product?
Zendesk could have more search features in order to find a specific ticket or member.
What problems is the product solving and how is that benefiting you?
We use zendesk as a system to answer all of our member questions, support tickets. Keeps everything organized and recorded.
Easy tracking of support
What do you like best about the product?
Easy to track support tickets, view internal and external dialogue, and look up any prior evidence stored within the tool.
What do you dislike about the product?
I sometimes find it difficult to tell whether my internal dialogue is strictly internal or if it is potentially being sent externally as well.
What problems is the product solving and how is that benefiting you?
Easily tracking our customers support issues as well as our internal support tracking as well. The biggest benefit is being able to login and see the clear status of the item and what communication has occurred.
Support for Sell Voice feature
What do you like best about the product?
I liked that I could notify the account manager for our account and he got a ticket created.
What do you dislike about the product?
It took a while for a response. The response I did get about the issues we were experiencing didn't turn up with a solution as the issue could not be replicated.
What problems is the product solving and how is that benefiting you?
We had issues with our Zendesk voice capabilities - texts took anywhere from 5-45 minutes to send, and calls (via the app) took multiple tries to push through. We experienced these issues 11/15 - 11/22, but since it seems to have improved on its own. I'm not sure if this was due to a system update or something, but we are no longer waiting over 30 minutes for the desktop version to confirm a text was sent.
A relationship of love and hate
What do you like best about the product?
I started using zendesk when setting up a customer service team for my company. I never used a tool like this before and the good thing is that Zedendesk has a lot of user manuals in order to set it up.
It is quite easy to set tags and custom made options.
Perfect tool for small teams
It is quite easy to set tags and custom made options.
Perfect tool for small teams
What do you dislike about the product?
When your team grows, the bill increases exponentially because you will find out that you need more services from zendesk. At the end, you keep upgrading and upgrading the tool.
What problems is the product solving and how is that benefiting you?
phone calls
Complaing management
Knowledge center
Chat
Complaing management
Knowledge center
Chat
Recommendations to others considering the product:
map your processes well
Love working with Zendesk, works effortlessly.
What do you like best about the product?
I love that everything I need to make my job easier is right in the Zendesk Suite. It makes everything so much easier and effortless. I've never really had any issues with the interface or using it in general. Simplifies the communication process is working with other employees.
What do you dislike about the product?
For what I use the suite for, I don't have much to complain about. Not to say this product has no flaws or hiccups, but I haven't come across many that I need to complain about.
What problems is the product solving and how is that benefiting you?
I use Zendesk to solve support tickets for our products. Customers will contact us, and when it is after hours, it will create a ticket with Zendesk. It creates a trouble-free, as much as can be, work space. It allows for more accessible communication, especially when someone may need to take over someone else's tickets. The tickets can easily be transferred to one another or attended to without any trouble.
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