Zendesk Suite
ZendeskExternal reviews
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Very helpful service and easy to organize information.
What do you like best about the product?
Before Zendesk, our help desk ticketing system was outdated. Once we realized how organized Zendesk was and all the possibilities for reporting, we knew we had to make the switch. It's been great ever since; we're able to do everything in one platform, and the ticketing support suite is easy to use for even the newest team members.
What do you dislike about the product?
The support suite is excellent, but I wish it were easier to learn how to build reports around these support features. I also don't like that you can't initiate a text message from a ticket, though you can reply to a text message already received. It would be great if we could add attachments to the text messages. Also, to have the capabilities to see what tickets are currently viewed, edited, or idle by any agent, even if there is no assignee. Lastly, if a customer writes in multiple times or calls in numerous times, I wish it would be grouped without having to merge all. I would love to also be able to send automated emails to customers at certain times and in batches.
What problems is the product solving and how is that benefiting you?
Zendesk has tremendously impacted the way we organize our teams and inquiries. With so many customizable views and triggers, we can easily tag things and assign them to the appropriate team/team member. We are no longer responding to customers through an outlook inbox that fills up space quickly with images. Now we can have multiple people working on tickets at one time with access to assign them to themselves and a beneficial way to follow up as we often have to do.
Recommendations to others considering the product:
It's 100% worth the leap as there seems to be nothing like it on this scale available for eComm. It's very easy to customize with the right amount of basic features already set up for you.
The most complete CRM package.
What do you like best about the product?
Managing roles and groups for different agents
What do you dislike about the product?
Help Center Organization Ticket Views needs a separate paid subscription per seat of Support.
What problems is the product solving and how is that benefiting you?
eCommerce issues. Enabling collaboration through Internal Notes
Recommendations to others considering the product:
Check your budget first and how many will use the system as it's paid per user and have to contact your Account Manager for reduction.
Inconsistent Support
What do you like best about the product?
I have been a long time client and I like the comfort of staying with a system. I like best that they keep upgrading and the help is found online with articles
What do you dislike about the product?
In the past I have received the worst customer service (not Zen a lot), the hierarchy of support have given me delayed responses and my last upgrade was not smooth with the support I thought I would receive with the transition
What problems is the product solving and how is that benefiting you?
having all channels in one window. I love the interaction window
Recommendations to others considering the product:
I can only give recommendations for non profits and to be prepared to have a team that will self train. It is a great ticketing system to manage customer support.
Great experience! Very responsive support!
What do you like best about the product?
The live chat agent got back to me right away. The agent was very knowledgeable and responded very quickly. Some issues needed additional technical support and the agent facilitated the process.
What do you dislike about the product?
The interface to find the live chat option was not very intuitive. I had to go through a bot before it assigned my ticket to an agent. The answer bot could only answer very general questions.
What problems is the product solving and how is that benefiting you?
I had an issue with Mobile App Chat SDK integration with my company's app.
Zendesk gets the job done
What do you like best about the product?
Zendesk allows us to handle client requests as a team efficiently and effectively.
What do you dislike about the product?
Some of the UX could be improved. For example, the app is not very good at all, I wish it were more user friendly.
What problems is the product solving and how is that benefiting you?
We are able to make sure every external request gets handled by the appropriate team in a timely manner, for a reasonable cost.
Zendesk Support
What do you like best about the product?
The agents who assist with Zendesk issues are very knowledgeable.
What do you dislike about the product?
There are some limits to the program that I do not like. I would like the ability to pend a ticket(one single ticket) for x number of days. Or to set reminders.
Using Zendesk explore is not intuitive and hard to figure out if all the data isn't pulled correctly.
Triggers need more steps and advice on how to configure.
Using Zendesk explore is not intuitive and hard to figure out if all the data isn't pulled correctly.
Triggers need more steps and advice on how to configure.
What problems is the product solving and how is that benefiting you?
How tickets are organized for urgency has helped
Recommendations to others considering the product:
Take time when setting things up. Watch training videos
Zendesk is the Best
What do you like best about the product?
What I like the best about Zendesk is the relatively simple use of managing several tickets in one place. I am able to see who is working on the same case in real-time and has the flexibility to implement rules that can adapt to a growing company.
What do you dislike about the product?
Im not a fan of the current WhatsApp implementation process because the article I found was outdated or perhaps was not meant for the current Zendesk plan I'm using. It's not relatively obvious from the Admin portal where to call should I would like support over the phone and I wouldn't mind having a reminder of who my Account manager is (posted somewhere in my account desktop or settings. I used the chat feature available from which a kind person tried to help me but was relying on the articles from which I affirmed I needed an account manager.
What problems is the product solving and how is that benefiting you?
The problem Im solving with Zendesk is that I have several offices from which are located in different countries. With Zendesk I'm able to have a one-world shared view of the path a ticket traveled throughout the company. Should a recipient send several different emails I'm able to have a relatively simple view on a left-sided bar to give me an indication that, "hey, there are other similar emails, let's merge them"
Recommendations to others considering the product:
I would definitely recommend Zendesk and would advise first seeing what Zendesk can integrate with prior to purchase. Zendesk will take dedication to implement but once it's up and running it pretty smooth sailing.
Zendesk as a convenient tool
What do you like best about the product?
The admin experience is easy and efficient. Viewing, responding, and categorizing tickets is quick and easy. I also enjoy the ease of switching through Zendesk support, Knowledge base, and explore. The ability to create labels, sub-labels, tags, and macros are crucial for our business to sort and filter to create a report. I also like the ability to integrate Zendesk support with our FAQ page, through Kowledge base. The user support is also very nice. The live chat for admins was quick and responsive and the agent can point you in the right direction. The account managers are also very personable.
What do you dislike about the product?
Not flexible enough concerning the interface adjustment - not possible to add an extra tab for leads/contacts page, no integrated tools for duplicates search, not available to subscribe the Reach feature only for one account in the company - you kind of HAVE TO pay it for every colleague, even if s/he doesn´t use it. Also not possible to freeze a note on a lead/contact page to hold it always on top. No possible to add a 2nd category like "Unqualified" with a menu - so you have to build a huge list of all the disqualification reasons which get a mess.
What problems is the product solving and how is that benefiting you?
We are doing our best to manage ticket response times and get analytics around support requests. We would also like to make support feel more reliable but not impersonal. We are also using Zendesk to build a knowledge base integrated with the platform where responses are submitted. We are early in the process and it is yet to be seen what benefit we will realize. I primarily use Zendesk's helpdesk features to assist customers with technical issues. I report issues to the Atlassian suite using a Atlassian suite extensions. We replaced a pathetic ticketing system that had no features, and an Outlook Inbox - so anything modern would be an improvement.
Recommendations to others considering the product:
I recommend this
Super!
What do you like best about the product?
The support. Respond time is very good!! I had a ticket where i had an issue with several problems. And the support team solved it very well with quick response time. I would definiltly recommend the support and product to friends, family and knowns.The Zendesk support system is very good working in it. The setup is easy, the navigating is easy, and the whole platform is perfect to both users and administartors and customers. we had a customer that said creating a ticket was so easy! They just sended us a email, and the issue was solved withn 10 minutes because of the easy navigation in Zendesk and the easy handling in ticket management, So Zendesk just works.
What do you dislike about the product?
Nothing, there is really nothing i dislike about this.
What problems is the product solving and how is that benefiting you?
That the supporter was very helpful. The issues was some custom fields and checkboxes in tickets. Several supporters were very helpful and helped me fixing the problem very easily. I once 1 month ago had an issue where the slider for checkboxes was not shown. They are still investigating this issue, but so far they are good to respond back to me and keep me updated of how the ticket is going. I belive the name for the supporter was Charles, so this supporter is very effective and good in respond time.
Recommendations to others considering the product:
Zendesk is the best choice
We transition from Zoho Desk to ZenDesk due to the lag in their product. We love it!
What do you like best about the product?
Your vast integration software allows all endpoints into ZenDesk. This creates a single application within my organization for support users.
What do you dislike about the product?
The twilio integration for phone, based on my investigation you have to use Twilio Flex, this is a part that Zoho Desk performs well. They have a basic IVR system built into their software (nothing major), then they allow direct Twilio webhook into the application thus reducing the customers calling cost drastically.
What problems is the product solving and how is that benefiting you?
SMS and Email integration is working seamlessly but it's the speed of the application which we prefer over everything.
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