Zendesk Suite
ZendeskExternal reviews
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Phone/email/live chat customer support software
What do you like best about the product?
Zendesk Supports, email support, live chat support, and phone support. The ability to support all these three makes our company save on money. It's easy to use and also has the capability to sort tickets according to priority. The notification of Zendesk is good making sure you do not miss any email, chat, or call. It has the capability to search old solved tickets.
What do you dislike about the product?
Zendesk has stood out to be the best ticketing software in our company, I may not find much dislikes about it but they should improve on email notifications.
What problems is the product solving and how is that benefiting you?
We use Zendesk for Customer service support. We respond to emails, live chats and carry out both inbound and outbound calls. With Zendesk it makes it easy for our customer support agents to respond to our clients, We are able to monitor the performance of the agents.
Recommendations to others considering the product:
Zendesk is the best customer support ticketing system that I can highly recommend to all customer support companies
Nimble Solution for Our Escalation Issues!
What do you like best about the product?
I have been most pleased by the ease of learning, integration, and use. I would consider myself moderately tech-savvy and found the learning curve to understand and use the product to be easy. Any obstacles were bridged by the vast already present knowledge base re: the Zendesk application.
What do you dislike about the product?
Sometimes the knowledge base articles are not as specific as I would prefer. I find the product service team to be excellent but at times quite delayed.
What problems is the product solving and how is that benefiting you?
Problems we solved included a company-wide clinical knowledge base (a single source of truth for our teams). Additionally, we established several escalation pathways for various internal problem areas.
Recommendations to others considering the product:
I would definitely recommend it as a multi-tiered solution platform.
Zendesk is intuitive and optimal
What do you like best about the product?
I enjoy the level of customization available to its users. It gives you all the tools to use it as needed.
What do you dislike about the product?
I dislike that certain features that seem obvious (like tracking total online time in Explore) is not yet available.
What problems is the product solving and how is that benefiting you?
We are able to respond to customers in a timely manner and also track important datapoints and metrics as we do so, such as CSAT and first response time.
Recommendations to others considering the product:
Utilize Zendesk live support and their support articles! Both are very helpful.
Completed solution for ticketing
What do you like best about the product?
Many integration possibilities and suitable prepared applications
What do you dislike about the product?
Too many options for small businesses is complicated to set up everything
What problems is the product solving and how is that benefiting you?
I use it for ticketing system for call center and live chat and also for web form on my site
help with trigger question
What do you like best about the product?
easy interface and very intuitive functions
What do you dislike about the product?
The functions can be complex and require documentation.
What problems is the product solving and how is that benefiting you?
reporting and trigger information is good with zendesk
Zendesk Support updated
What do you like best about the product?
Quick and friendly use, was able to understand without happening to look at youtube or contact support
Lot of customisation
Lot of automation available
Lot of customisation
Lot of automation available
What do you dislike about the product?
1) CSAT in the signature option should be there
2)DSAT Mandate reasons not available
3)Attachment in messaging window for customers
2)DSAT Mandate reasons not available
3)Attachment in messaging window for customers
What problems is the product solving and how is that benefiting you?
CSAT & QUality
Ticketing through email and chat
Internal and external communications
Ticketing through email and chat
Internal and external communications
ZD is very useful for our day to day job with fronting customers
What do you like best about the product?
I really like the views feature.
Sorting by status and certain tags or conditions really help handling communication with customers.
Sorting by status and certain tags or conditions really help handling communication with customers.
What do you dislike about the product?
Some tasks could sometimes be to hard to accomplish, for example adding a permanent CC to a certain user/group.
What problems is the product solving and how is that benefiting you?
Always being updated when the customer replies and trying not to let him wait for our response too much.
Recommendations to others considering the product:
Invest a lot in the primary setup of your ZD environment because that will make life easier later.
Extremely user friendly and incredibly resourceful!
What do you like best about the product?
The user interface is extremly easy to naviagte. This is a very useful tool for our business. Tickets are easy to generate organize and repsond to. Zendesk saves us loads of time!
What do you dislike about the product?
Nothing comes to mind except making the ownership on an account easier to change between coworkers.
What problems is the product solving and how is that benefiting you?
Zendesk has been a great tool for resloving a wide range of logistcal issues mainly used by our HR department. Whether it's credential requests, Time off/vacation information, or Hiring requests, zendesk is a very useful tool.
It was very helpful to interact with customers
What do you like best about the product?
Ticket system, Live Chat Interaction was best
What do you dislike about the product?
Nothing much everything was great. It was very helpful tool
What problems is the product solving and how is that benefiting you?
Customer interaction
Recommendations to others considering the product:
Sure
Poor Service & Lack of Understanding & Availability
What do you like best about the product?
To be honest, there is nothing here I like best. Every part I have used so far is inferior to past experiences with platforms such as Freshdesk and Salesforce.
What do you dislike about the product?
Nobody is available to call or arrange to schedule to talk and share screens. I am sent to poorly written articles that lack clarity and assume a level of understanding already. I have just started using Zendesk after using Freshdesk and Salesforce for years and the lack of help is appalling. I just want to spend time on a call to discuss how to do reports. I am sent the same articles that do not answer my questions by people on the Chat who evidently do not know the system and just refer to articles found in keyword searches.
What problems is the product solving and how is that benefiting you?
No benefits. I need to know how to build simple reports but no one has yet provided any help. I will be recommending to my leadership team to change platforms immediately.
Recommendations to others considering the product:
Do not use Zendesk unless you have someone who already knows the platform inside and out.
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