Zendesk Suite
ZendeskExternal reviews
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Not very flexible
What do you like best about the product?
I like how comprehensive the sales funnel report
What do you dislike about the product?
I don't like that if an existing contact submits another inquiry through my website, Zendesk doesn't recognize that they already exist and notify me of a new inquiry. Instead, it creates a new lead.
What problems is the product solving and how is that benefiting you?
I realized that the lead capture form I'm using on my website isn't the one that Zendesk created for me.
It has lots of good functions, but there is still some room for improvement.
What do you like best about the product?
The views, macros and metrics are great!
What do you dislike about the product?
It's often slow, a pc application might help this.
What problems is the product solving and how is that benefiting you?
Solving customer issues. It covers lots of channels and has good metrics functions.
Recommendations to others considering the product:
It's an all-in-one support suite with lots of good functions, and it is well integrated with various apps and websites thanks to its widespread use.
Great tool
What do you like best about the product?
The tool is easy to use and highly configurable for different departments.
What do you dislike about the product?
I would like more distinction in terms of data that can be seen and forms that can be accessed between end-users who are customers and end-users who work at my company.
What problems is the product solving and how is that benefiting you?
Software product support, Internal IT requests
Great Software with Customizations
What do you like best about the product?
I love all the ways that this software can be customized to fit the needs of my team. Zendesk makes it very easy to organize tickets in a meaningful way.
What do you dislike about the product?
I dislike the way suspended tickets are handled. We sometimes receive large batches of emails from the same sender email address, which can cause the system to flag the emails and send them to the suspended tickets view.
What problems is the product solving and how is that benefiting you?
Email organization is the biggest benefit of Zendesk. I can automatically group different types of emails and tasks into different folders for different teams.
Recommendations to others considering the product:
For others considering using Zendesk, I would definitely recommend that you take a look at this.
Great Customer Service! Anytime there are any issues they are resolved quickly.
What do you like best about the product?
It integrates all customer interactions into a platform that is easy to navigate. It is also easy to personalize so that it fits your business needs.
What do you dislike about the product?
Sometimes we have to restart to be able to take calls without them dropping.
What problems is the product solving and how is that benefiting you?
We have been able to quickly solve our customer's issues. Combining their email and phone numbers together makes for a seamless way to view all the interactions.
Recommendations to others considering the product:
Use macros and tags as they will help filter the customer interactions to the correct people.
Always Helpful
What do you like best about the product?
It is a very easy platform to use. It has made customer support a dream with less hassle. they are also working on new integrations and features everyday. is super useful
What do you dislike about the product?
More ZenDesk authored integrations would be nice. also, dont make product changes without consulting your user base. it kneecaps your user base from critical internal workflows
What problems is the product solving and how is that benefiting you?
I am working on Slack to ZenDesk ticketing and potentially bypassing Slack to create tickets directly in ZenDesk. There's a few options which is nice because I can choose which will be the best for my organization
ZenDesk support is great
What do you like best about the product?
The live chat and agents are amazing; I have contacted them a few times and always gotten a resolution.
What do you dislike about the product?
The views are confusing at times and I do not like that I cannot pin certain views in place; I have to go search for the view that was created and then use it.
What problems is the product solving and how is that benefiting you?
We needed an automated ticketing system; so far it has met expectations
Great all-around tool for businesses
What do you like best about the product?
I like all the different tools that Zendesk provides to communicate with customers.
What do you dislike about the product?
There hasn't been an issue that I have with Zendesk that I haven't been able to get immediate help from their support team.
What problems is the product solving and how is that benefiting you?
We now are able to have a chat widget on our website along with a support email address that consolidates all the different ways people we contacting our Ministry for help. Now rather than having a person each out to several people for help, they are offered one way to contact our support team and the support team decides who should tackle the issue.
Happy customers. Happy agents.
What do you like best about the product?
Overall good experience. Very happy with the the product and the business rule feature (automation/triggers) that help us stay organized with the tickets while never missing our SLAs. The GUI is intuitive and fully customisable.
What do you dislike about the product?
The product and options are pretty pricy. There are cheaper options out there, but maybe not quite so complete. It functions the way it needs to, and you're able to handle customer tickets with ease.
What problems is the product solving and how is that benefiting you?
Requests from different channels.
Tickets can be raised via the usual sources: email, chat, in-app support, phone, and the web. Zendesk also provides outbound messaging for agents, a self-service portal for the general population, and an open application programming interface (API). The various ways tickets can get into Zendesk Support is one of its strengths.
Agents can add internal notes to tickets, which can help when multiple agents are handling tickets during their lifetime.
The Explore module provides analytics plus a query tool to build just about any report you can think of.
Tickets can be raised via the usual sources: email, chat, in-app support, phone, and the web. Zendesk also provides outbound messaging for agents, a self-service portal for the general population, and an open application programming interface (API). The various ways tickets can get into Zendesk Support is one of its strengths.
Agents can add internal notes to tickets, which can help when multiple agents are handling tickets during their lifetime.
The Explore module provides analytics plus a query tool to build just about any report you can think of.
Works appropriately
What do you like best about the product?
Connects with Jira & Hubspot seamlessly.
What do you dislike about the product?
Has a very sub-par connection with Slack and no Integration available for Slack & Zendesk-Chat
What problems is the product solving and how is that benefiting you?
With our previous ticketing system, we did not have an integration with Jira, causing extra work for our dev team. With Zendesk it is more seamless.
Recommendations to others considering the product:
It is top tier for ticketing but the live chat leaves something to be desired
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