Zendesk Suite
ZendeskExternal reviews
6,503 reviews
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An excellent suite for Enterprise or small business use
What do you like best about the product?
I really like that I can split up my departments by "Brands". This helped in adoption of the product as it gave my users ownership of their specific areas. The knowledge base functionality is key and a great feature as well. Besides an IT knowledgebase I have other brands that are working on their own knowledgebase articles. The ease of use makes it possible to grow user education in a meaningful manner.
What do you dislike about the product?
I would say the admin panel is a bit to get up to speed on. I had issues finding areas or knowing just what I needed to do to accomplish a task. The product does a lot and if you have any issues contact support or you'll be missing out on features.
What problems is the product solving and how is that benefiting you?
My users can submit tickets for technical issues they are having as well as Facility issues, Quality issues and so on for the other departments. We are able to track issues and trends and come up with solutions as needed.
Love Zendesk. Taking automation and organizing to the next level!
What do you like best about the product?
How you can have a team stay updated on every update that comes in and how it integrates with Zapier
What do you dislike about the product?
Honestly can not think of anything else right now
What problems is the product solving and how is that benefiting you?
We have all the updates come into our support email that multiple people can view and then we have it make a task in basecamp through zapier.
Perfect for Customer Success Team
What do you like best about the product?
The ability to quickly respond and update customes regarding the status on their ticket. Super fast and easy to do.
What do you dislike about the product?
Nothing sticks out, but we don't use the Talk Feature as it was a little confusing.
What problems is the product solving and how is that benefiting you?
It is solving the ability for us to not have to host our own Knowledage base. As a small start up, it made sense for us to use a third part to host support docuemntation.
Zendesk helps us efficiently manage our customers' support requests.
What do you like best about the product?
Zendesk helps our team manage inbound customer requests. These requests can be simple questions about the product (usability, technical questions), errors/issues, billing, etc. The tickets are easy to manage in the Zendesk interface, which helps ensure that all customers receive a response in a timely manner. We are able to triage the ticket according to the request and get it to the correct person or team to review and respond.
What do you dislike about the product?
Many suspected spam tickets are suspended, which is great; however, I would like to have more control over what gets suspended vs not. There are tickets that are suspended that I would prefer to not be held and others that I would always want to be deleted instead of being suspended or created as a new ticket. Having the ability to set rules and filters based on the subject or content of an email would be great.
What problems is the product solving and how is that benefiting you?
Zendesk allows our customers to self-help due to the knowledge base, but also allows them to submit a ticket if additional assistance or support is needed. Once a ticket has been submitted, it's easy to manage and respond. This helps us gain efficiency while improving the overall customer experience.
Great Tool for customer service
What do you like best about the product?
I love the use of macros for my team. We have typed up responses that we can use for our most frequent situations. My team can quickly select the macro and I know we are all on the same page for important information needing to be passed to the customer.
What do you dislike about the product?
I don't really have anything I dislike about Zendesk. What I would love though is some short of keyboard shortcut that would allow us to access our list of macros quickly.
What problems is the product solving and how is that benefiting you?
All of our customers reach out through Zendeks for help with their orders, questions about products, help with installation, questions about new products and just general knowledge. Zendesk gives us the tools to quickly assist and follow up if needed.
Great Helpdesk Solution
What do you like best about the product?
Setup is intuitive. With assistance from Zendesk team we were able to stand up our instance fast and efficiently. Zendesk documentation is outstanding as well. You can always find a good reference for anything that you are trying to do. System is also very easy to navigate for teh Agent as well as the customer!
What do you dislike about the product?
For teh most part, Zendesk has been great. We have run into a few quirks during setup but were able to engage teh Zendesk support team to come up with some work-arounds.
What problems is the product solving and how is that benefiting you?
Without question, Zendesk has solved our issues with transparency around ticket status, and communication with our end users. The ticket flow is also much improved amoung the Agents. We had been using Request Tracker for years and got mostly complaints from our end users, not to mention it was horrible on the agent side.
Good tool for complete CS workspace
What do you like best about the product?
The ease of use. It's always been very intuative so with some poking around you can figure things out on your own. Or easily learn from their Zendesk U.
What do you dislike about the product?
That the support isn't live anymore. It's always via email. Many times issues are best resolved with a conversation with someone live.
What problems is the product solving and how is that benefiting you?
With the inclusion of AI and automations it is helping us keep a small team while not affecting our customer experience.
Easy to set up, great for scaling
What do you like best about the product?
Zendesk's support suite is incredibly easy to set up with zero previous experience. There is the right amount of "rail road tracks" to make sure you are aware and responding to customer tickets, but not too many that you get locked in to a flow that makes no sense. The knowledgebase/Guide plugin is well thought out and integrates seamlessly with the onbsite support widget.
What do you dislike about the product?
The user interface can be a bit confusign to navigate at first. Some icons have no help text so there is a bit of trial and error when you first get up and running.
What problems is the product solving and how is that benefiting you?
With the launch of our new cloud platform we wanted a self service style support widget. Zendesk's widget integrates seamlessly with the rest of it's infrastructure. Changes you make to the knowledgebase and other products in Zendesk cascade to the widget - making deployments easy.
Its extremely helpful
What do you like best about the product?
I like being able to multitask, and stay in control of what needs to be completed.
What do you dislike about the product?
Nothing, I have no issues with Zendesk. It is
What problems is the product solving and how is that benefiting you?
Its helpful in keeping in with customer information, inquiries and responses.
A really valuable tool
What do you like best about the product?
So easy to use and really helps us engage with our clients.
It is extremely user friendly and I also like being able to create shortcuts that contain technical info very fast to share with customers.
It is extremely user friendly and I also like being able to create shortcuts that contain technical info very fast to share with customers.
What do you dislike about the product?
Nothing really. I heard that you are changing some of the features that we use like being able to see who is on what page at any stage on our cam site. Would like this feature to stay
What problems is the product solving and how is that benefiting you?
Being able to retain customers as well as get new ones. This in turn improves the conversion ratios on our e-commerce website which is great. It also helps us to remain professional with our customers.
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