Zendesk Suite
ZendeskExternal reviews
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Zendesk Changed My Career
What do you like best about the product?
Zendesk is a fantastic support tool allowing companies to ensure their teams can work efficiently. This tool has completely changed my career path, and I will be a Zendesk user for life. If you have the opportunity to learn this tool, you absolutely should. Zendesk has opened up a plethora of career moves for me, and I will be forever grateful.
What do you dislike about the product?
There are a few downsides; Zendesk has grown exponentially throughout covid, and as a result, several enhancements could be completed to improve its functionality.
What problems is the product solving and how is that benefiting you?
With the Zendesk suite, we have solved many end user-facing dilemmas. We have also recently incorporated Answer Bot, which has closed nearly 5K tickets in a month. This has taken a load off of our support teams and allowed us to manage ticket income more effectively.
Excellent host for in depth Customer Service needs
What do you like best about the product?
Automation and workflows, tickets separation and groups get the best out of your team's time
What do you dislike about the product?
Some features are not available in all plans, even if those ones are pretty useful for every company, no matter the size or requests volume
What problems is the product solving and how is that benefiting you?
Zendesk had helped us to reduce the reply time from minutes to seconds (in some cases). Also, having a knowledge base is a good heads up for the new employees.
Quick assistance with Mobile sign up
What do you like best about the product?
Mary was great, she was able to help me quickly and accurately to have the ability to access our Zendesk chat account remotely on my mobile device.
What do you dislike about the product?
There was a short wait time but that is to be expected in today's busy world.
What problems is the product solving and how is that benefiting you?
Having the ability to assist end users quickly and efficiently
Great tool to keep a team with many people in different departments organized & on the same page.
What do you like best about the product?
The visibility of everything for agents. It makes everything simpler when any agent can initiate a search to see if an email was sent to us.
What do you dislike about the product?
Sometimes our customers see internal communication. This happens because the requestor initiates the ticket, and it's difficult to keep them out of the loop at all times.
What problems is the product solving and how is that benefiting you?
We used it to assist in the equal and fair distribution of work across multiple departments. It makes it easier to manage our people when the work is being handed out automatically as it comes in.
Zendesk is incredibly customizable and has a ton of functionalities, but takes a long time to learn
What do you like best about the product?
I have used zendesk at multiple companies and I love that I can alter it's functionalities to fit my specific business needs.
What do you dislike about the product?
It takes a lot of effort to learn, it is not intuitive so my agents do not pick it up easily. When I have issues or need help, support takes weeks to get back to me because they are always backed up.
What problems is the product solving and how is that benefiting you?
The automation aspect of Zendesk is great. I am able to optimize efficiency within my team and keep head count down.
There are a lot of add-ons and apps that can integrate with zendesk, which helps my CX team work cross-funcitonally.
There are a lot of add-ons and apps that can integrate with zendesk, which helps my CX team work cross-funcitonally.
Review of chat support help
What do you like best about the product?
The online chat function is super helpful and the speed of responses is always great!
What do you dislike about the product?
would be useful to be able to screen share via the chat function
What problems is the product solving and how is that benefiting you?
issues with linking tickets.
speedy responses from the help team
speedy responses from the help team
Zendesk overall review
What do you like best about the product?
I do appreciate how you can use the Zendesk API for bulk updating users and other things. The User Interface for admins and others that deal with tickets is pretty good and easy to navigate through the system.
What do you dislike about the product?
Learning where everything is located can be a learning curve, so I wish there were a way to have a custom quick link home menu where you could quickly jump into your favorite tab/section. Some features are missing that would make my life and others on my team so much easier, but Zendesk doesn't seem to have it.
What problems is the product solving and how is that benefiting you?
Handling customer support tickets is much easier with the tagging system in place. The tickets can be organized and grouped by the type of ticket it is. This helps keep things focused for multiple teams to see who should handle what. It's been beneficial.
I works, it has its flwas, but in general it works
What do you like best about the product?
Centrallized CRM, tagging, SLA and Zendesk Explore
What do you dislike about the product?
Email address selection can be troublesome when there are many addresses, filtering out in different folders isn´t powerful enough so they end up mixed.
What problems is the product solving and how is that benefiting you?
Stats are awesome, we can keep track of general issues, but also of individual problems
Recommendations to others considering the product:
For basic use its very useful, if you need advanced stuff, you will need to get IT to look at it
Zendesk is the best ticketing tool I used so far
What do you like best about the product?
Clear usability, availability (no downtimes, never)
What do you dislike about the product?
Administration of users and groups could be smarter
What problems is the product solving and how is that benefiting you?
Handling of complex customer requests
Recommendations to others considering the product:
Use all the features it provides, there is a plenty of and you might not know all of them.
Nice ticketing portal
What do you like best about the product?
I like the easy use of Zendesk , nice tool
What do you dislike about the product?
1- Our account manager communication
2-Limitation in many features
3-Explore limitation VS Good Data
4-Tool is a good but not smart tool (example if I need to show ticket fields for certain type of tickets , I can not I have only fixed fields for all, one interface , even I can not sort the fields Alphaptical.
2-Limitation in many features
3-Explore limitation VS Good Data
4-Tool is a good but not smart tool (example if I need to show ticket fields for certain type of tickets , I can not I have only fixed fields for all, one interface , even I can not sort the fields Alphaptical.
What problems is the product solving and how is that benefiting you?
- Reporting problem
- Customization problem
- I use chat, sometimes they can help and in complicated issue they open a ticket, Support has excellent response and fair resolution
- Customization problem
- I use chat, sometimes they can help and in complicated issue they open a ticket, Support has excellent response and fair resolution
Recommendations to others considering the product:
Study the requirements of ticketing system, select proper Zendesk plan , be ready you will find limitation in some features and you will need to upgrade , limited add on features
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