Zendesk Suite
ZendeskExternal reviews
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Robust ticketing for increased productivity.
What do you like best about the product?
Ticket assignments and app add-ons are great for boosting workplace productivity.
What do you dislike about the product?
Adding agents and end users can be a chore on the lower subscription packages.
What problems is the product solving and how is that benefiting you?
We are not experiencing anymore lost tickets and support calls. It reduces paperwork and constant noting down of clients submitting a complaint.
For Professionals, Agile and Complete almost perfect tool set for any CX teams and leaders
What do you like best about the product?
Wide variety of adjustment and customization possibilities and software reliability in general.
What do you dislike about the product?
Lack of native customization options for a widget. Also, abandoning the development of Zendesk Connect was a pity and a real shame. We currently need to use other tool for the purpose. We also have several phone numbers to avoid needing to use IVR that customers dislike. However, calling a spesific number can't be used for automated tagging and routing is stiff. It would be super cool to have equally flexible routing and tagging etc. to all channels, not just emails.
What problems is the product solving and how is that benefiting you?
Nearly all needed tools and add-ons in one pack.
Nice support system
What do you like best about the product?
Interface, everything in 1 place and also their own support staffs
What do you dislike about the product?
custom branding with the enterprise pricing plan only
What problems is the product solving and how is that benefiting you?
live chat, email query. Found everything under one place, need few customisations with suite our business but features are good
It's a simple and enough function
What do you like best about the product?
Almost all you need to start customer center are already equipped
What do you dislike about the product?
Agent WorkSpace doesn't allow us to change its structure, especially the way we see custom fields.
What problems is the product solving and how is that benefiting you?
It is easy to build integration with other cloud services.
Great service! Easy to use
What do you like best about the product?
I like that it's very easy to use and to collaborate with my teammates on! Very easy to learn and they make it obvious what's internal or external when replying or answering. I also really like the saved responses.
What do you dislike about the product?
There's not much I dislike. The user interface is pretty friendly. Sometimes the contact info is mixed up due to the person's emai but that's not common.
What problems is the product solving and how is that benefiting you?
We're able to better communicate with our customers and it's made it easy for our whole team to understand what's going on.
Compared to what is available in the marketplace Zendesk is an EXCELLENT system.
What do you like best about the product?
The linking of the different applications...i.e., chatting with tickets...there is so much more...too much to list here.
I like the grammar checker used here... It would be great if this system were available for drafting emails on Zendesk.
I like the grammar checker used here... It would be great if this system were available for drafting emails on Zendesk.
What do you dislike about the product?
Support could use some assistance. Moving away from phone support is a problem for me. All of the jargon about it being a good thing is just that- jargon. Relationships are what drives any support system, and chatting does not develop relationships. Understand it is a complex matter...and maybe it will be better...not convinced here.
I'm not too fond of the fact that a ticket is CLOSED after 30 days. It should be user selectable up to some max time frame...such as maybe six months.
Side conversations need ALOT of HELP. Why shrink them...they are an essential part of the ticket...at least the forwarded emails are, and I cannot imagine what would not be a necessary part of the ticket...so if there is, give the option to shrink a side conversation. They could appear with color shading so someone may differentiate them.
I do not use the system every day as a support agent, or I am sure I would have more comments...this will have to do for now. It would be GREAT if there were a link somewhere for comments to be made on the fly in any application so it can be addressed by our administration here and then there if we would choose to forward it to you.
I'm not too fond of the fact that a ticket is CLOSED after 30 days. It should be user selectable up to some max time frame...such as maybe six months.
Side conversations need ALOT of HELP. Why shrink them...they are an essential part of the ticket...at least the forwarded emails are, and I cannot imagine what would not be a necessary part of the ticket...so if there is, give the option to shrink a side conversation. They could appear with color shading so someone may differentiate them.
I do not use the system every day as a support agent, or I am sure I would have more comments...this will have to do for now. It would be GREAT if there were a link somewhere for comments to be made on the fly in any application so it can be addressed by our administration here and then there if we would choose to forward it to you.
What problems is the product solving and how is that benefiting you?
We perform our ticket and chat services with Zendesk, and the benefits are the ability to provide quality support to our clients. Sounds like someone may be fishing for some marketing hype...
Recommendations to others considering the product:
From the perspective of be a user of other support systems...Zendesk is like arriving in heaven.
Zendesk has many excellent features that never break, good support and they continue to improve their product and service.
Of coure there are some additional features and/or tweaks I would like to see added and/or improved to both their product and support, but... they are light years beyond any products previously used and am very happy to be a user of their product.
Zendesk has many excellent features that never break, good support and they continue to improve their product and service.
Of coure there are some additional features and/or tweaks I would like to see added and/or improved to both their product and support, but... they are light years beyond any products previously used and am very happy to be a user of their product.
Zendesk has EVERYTHING
What do you like best about the product?
What I like best is the number of integrations and the fact that you can automate everything. There is always a solution that will fit our business needs.
What do you dislike about the product?
Some basic features like forms, light agents may be too pricey. The subscription as it is is VERY pricey, and think that some addons should be included.
I also started using Explore and at the beginning, it would've been nice if our account manager gave us an overview of simple tricks.
I also started using Explore and at the beginning, it would've been nice if our account manager gave us an overview of simple tricks.
What problems is the product solving and how is that benefiting you?
Explore - We are now able to pull a lot more data than we used to, Before we would submit every ticket to a form and in it, we would apply the tags
Recommendations to others considering the product:
Be patient and try to learn how to use the product, as once you do, you will take advantage of all what is has to offer.
Excellent platform for query and communication
What do you like best about the product?
Classification and channeling of various modes of incoming communication
What do you dislike about the product?
Complex usage takes good practice to get the hang of
What problems is the product solving and how is that benefiting you?
Customer queries and communication
Recommendations to others considering the product:
Makes life easy
Intelligent Solution
What do you like best about the product?
It's the best helpdesk out there. I've used it for years, and it's very user-friendly for both agents and admin. Very straightforward configurations and easy to follow articles when you need a walk-thru or a reference for something you get stuck on.
What do you dislike about the product?
Nothing so far I have not seen any downsides and I have used and implemented Zendesk in 5 different organizations already as a user and as an Admin.
What problems is the product solving and how is that benefiting you?
We need a more robust and structured knowledge base that our agents and customers can use to solve their daily issues and, at the same time, a ticketing system that is simple and easy to understand. So Zendesk is a perfect solution for us.
Recommendations to others considering the product:
If you want an excellent helpdesk system that will power your support team into giving the best customer service, Zendesk is a great choice.
Zendesk is fantastic for a robust support team
What do you like best about the product?
It's easy to manage a ticket queue for your team and reporting on performance is easy
What do you dislike about the product?
I don't dislike anything in particular besides some of the roundabout ways of customizing your experience
What problems is the product solving and how is that benefiting you?
We are building our support team to be managed through Zendesk and we have seen tremendous improvements in how we interact with our customers support issues
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