Zendesk Suite
ZendeskExternal reviews
6,667 reviews
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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
Helping us power through at Powernoodle
What do you like best about the product?
the chat is easy to use and has been very effective in keeping connected to the public
What do you dislike about the product?
When the chats end, they come through to our inboxes with a 4 hour time difference. Twice I have put in a request/complaint and have been told this is the way it is basically
What problems is the product solving and how is that benefiting you?
if anyone is finding a defect or problem in usage or forgets their training. also, Sales inquiries come through this.
Recommendations to others considering the product:
good value
User friendly platform but technical service dismal
What do you like best about the product?
The platform is very easy to use and we had quick uptake with it. The smartlists are super easy to work from, the adaptations easy to implement.
What do you dislike about the product?
From the platform itself, there is not much to dislike - we use the old BASE platform, however so we don't know what the Zendesk platform is like. The only challenge on the platform is we can't set our sales goals to financial year, just calendar year so that part is useless to us.
On the service side, expect to only communicate digitally with problems; no one has a phone apparently. And also, expect long wait times - our last issue took 10 days to get a valid response. It is frustrating not to get direct service and be directed to self-help - we don't have the time to go on fishing expeditions.
On the service side, expect to only communicate digitally with problems; no one has a phone apparently. And also, expect long wait times - our last issue took 10 days to get a valid response. It is frustrating not to get direct service and be directed to self-help - we don't have the time to go on fishing expeditions.
What problems is the product solving and how is that benefiting you?
It's great for customer management and both customer and internal communication.
More Zen for your Desk
What do you like best about the product?
The interface is very user friendly, and very smooth and pleasing to the eye. I feel like these are very important things for a website such as Zendesk to have.
What do you dislike about the product?
Customization of themes and colors could be improved, I'd love to see a red and black dashboard
What problems is the product solving and how is that benefiting you?
I am working with patients and providers for an east coast chain pharmacy, and I process any and all requests regarding refills and prescriptions. Having all of these things so easily in one place and so conveniently accessible is definitely a benefit
Essential for our business!
What do you like best about the product?
I love that there's so much customization available. From macros to triggers to reports, I love that you can truly make your Zendesk instance your own!
What do you dislike about the product?
Because there are so many options available, it can be challenging to know what features you're not using correctly or what apps/reports you should be utilizing. Because there are so many different connections to apps and customized reporting options, it can also be challenging to get support to specifically address your needs. I understand the reasoning for this, just tough when you need help!
What problems is the product solving and how is that benefiting you?
The most obvious is that it helps us to interact with our customers seamlessly. This helps drive both sales and reduce member churn. Zendesk also helps us identify what problems we need to solve because of its ability to report on our interactions (or missed interactions). These insights allow us to pivot and change our strategy as needed.
Great support
What do you like best about the product?
great features, ease of use, guide, and self-service feat
What do you dislike about the product?
Chat support appears to have more experienced reps in comparison to email.
What problems is the product solving and how is that benefiting you?
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