Zendesk Suite
ZendeskExternal reviews
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Perfect for support
What do you like best about the product?
It’s the perfect way to be able to access all your customers and all their needs.
What do you dislike about the product?
It could use a little more specifics to find appropriate custimers
What problems is the product solving and how is that benefiting you?
I use it to reach my customers via email to help them with whatever if is they need.
Recommendations to others considering the product:
It's worth giving a try.
Really Made a Difference
What do you like best about the product?
Our previous system for opening and tracking tickets was just antiquated. Zendesk changed that for our customers and for us. We use the ticket, chat, and talk functions. Our customers have said they like being able to chat or open a ticket with one click instead of using multiple systems. From a support perspective, triaging the tickets is easier, seeing the information is easier, and getting metrics is easier. The ability to take a call or chat and convert it to a ticket is wonderful because it increases our efficiency in responding to and resolving any issues that require additional work. I had an occasion to contact support regarding a report I was trying to run and not only were they available quickly, they talked me through everything regarding my report. They sent me a .gif video that I could use to reproduce their results on my own. Oh, and I love the Explore functions! Creating our dashboard so that we can see exactly what we want to see when we want it. Round Robin is a free companion software that automates ticket assignment based on rules and schedules that we create and we love that too!
What do you dislike about the product?
I want the chat notification to be more visible. I found how to increase the sound notification, but the blinking at the top of the screen is easy to overlook when focused on something else.
What problems is the product solving and how is that benefiting you?
We can track the life of a ticket now. Using that information, we can identify where the workflow breaks down then make the necessary operational corrections. We can drill down data and know exactly who touched an issue. We have saved time for agents because they no longer have to rewrite and recreate issues. The automations have saved time so that agents don't have to worry about multiple follow-up emails when trying to get additional information. It's a one-stop-shop and replaced several separate systems. We created a link from our Support mailbox to Zendesk so that any emails that we receive are forwarded and automatically become tickets that get assigned.
An advanced system to manage customer support
What do you like best about the product?
Zendesk is able to organize the tickets in a manner that it makes it very easy for agents to understand which tickets they should be looking into. Customizable Views are a great option.
What do you dislike about the product?
It's very hard to see the ticket content as the view is pretty small, this is a big issue when you are using Zendesk on laptops and small monitors.
Making Views panel able collapse and expand. Also when collapsed show easily understandable icons to navigate will help.
Making Views panel able collapse and expand. Also when collapsed show easily understandable icons to navigate will help.
What problems is the product solving and how is that benefiting you?
Technical inquiries, general user inquires.
Knowledge base is a great benefit for the agents and clients. Well maintained Knowledge base will improve the user experience for both the Agents and Clients.
Knowledge base is a great benefit for the agents and clients. Well maintained Knowledge base will improve the user experience for both the Agents and Clients.
Sweet and Sour
What do you like best about the product?
I thorougly enjoyed the friendliness of the customer support agents on the live chat. The agent was patient, kind, and solution oriented.
What do you dislike about the product?
I very much disliked the navigation difficulty on the page. It's very easy to find FAQ articles, but when I need to speak to a live cs rep, it took about 10 minutes to find out how. Even when I found the zendesk live chat, it took around 10 minutes for an agent to join my chat. The system does not prioritize time sensitivity by taking so long to find and speak on a live chat.
What problems is the product solving and how is that benefiting you?
It helped me solved some simple tasks. I was under the impression that I had created and saved my alias, but did not realize that you needed to insert and save your alias in multiple places. Like changing your alias in your "my profile'" and also in "chats"
Recommendations to others considering the product:
It's a great software and easy to navigate. Surprisingly their customer support is hard to reach.
Zendesk review
What do you like best about the product?
Support and Guide feature. This allows us to customise everything
What do you dislike about the product?
Pricing seems to be a bit high, price per agent is very expensive.
What problems is the product solving and how is that benefiting you?
Ticketing system allows to keep track and prioritise
A guided solution in video should help.
What do you like best about the product?
They always answer, and usually in not more than a couple of days.
What do you dislike about the product?
Sometimes the answers are so long, confusing, with a needed background to understand, no language adapted (instructions and user interface doesn't correspond) and if is urgent we had to wait some days.
For some problems they have no solution.
For some problems they have no solution.
What problems is the product solving and how is that benefiting you?
Some problems with email rules and with undo lead conversions.
Recommendations to others considering the product:
It's a very complete solution with many configurations. If you need a CRM for a long time it deserves to take into account to invest in.
Very Intuitive and Easy to Use
What do you like best about the product?
Zendesk is an excellent platform for customer service. It is easy to use and does not require end-user training for its operation. It allows the support team to easily handle customer inquiries through email, chat, and social media. This helps to provide fast and efficient customer service, which is very important for any business.
What do you dislike about the product?
The only drawback is that the platform is not available for free unless you are willing to get the Basic package.
What problems is the product solving and how is that benefiting you?
Provide help desk support to our staff.
Amazing support
What do you like best about the product?
It just works. I had a issue with the app and the team worked to take care of it. They were so good with communication! Seriously the communication is out of this world! Great job!
What do you dislike about the product?
Nothing. Zendesk works great. The customer support is top notch. I have no dislikes.
What problems is the product solving and how is that benefiting you?
Employees can submit tickets for problems they are having at work. We can also create guides to remember the intricacies of our network system.
Helpdesk helped me
What do you like best about the product?
the easy way our employees can open help desk tickets
What do you dislike about the product?
We don't have any issues right now with the suite.
What problems is the product solving and how is that benefiting you?
Our employees can open tickets.
Helpful, super user-friendly!
What do you like best about the product?
Fast response. When I requested a chat, someone immediately came to assist. Barely any wait time.
What do you dislike about the product?
I am disappointed that the entire Chat function doesn't have a daily log to show the statuses of each employee working Chat-- as to what time they log in-- and what time they change their status from "Invisible" to "Busy" or to "Available." And log in/ log out time each day, or a timestamp of the time of day they make themselves "unavailable" at the end of their shift. This has nothing to do with James in Customer Service that I chatted with but is a functionality issue.
What problems is the product solving and how is that benefiting you?
Thanks you for letting me know that missed chats only occur when someone is still actively logged in as "available" or "busy," but not "unavailable"
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