Zendesk Suite
ZendeskExternal reviews
6,666 reviews
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All the necessary tools integrated right in the software
What do you like best about the product?
I love the fact that I can email customers, take chats, and look at my companies internal knowledge base right from the zen desk platform. Since it is web based I can access it from any of my computers. Especially helpful when I’m working from home and have to travel.
What do you dislike about the product?
I wish there was a more streamline way to view your metrics. To see more of how many chats you take, average time, how many missed etc. This would help with productivity.
What problems is the product solving and how is that benefiting you?
I actually don’t have any problems, just adding more content and updating articles. It is a time saver having that built in.
Great tool and supper fast support when you need it
What do you like best about the product?
The flexibility of the software that allows you to create your own groups and rules and the reports you can create
What do you dislike about the product?
I was going to say not having Conditional Ticket Fields... but just seen that they do this now so even better
What problems is the product solving and how is that benefiting you?
Customer related issues
Recommendations to others considering the product:
Great powerful piece of software
Easy internal use but terrible external visability
What do you like best about the product?
Being able to track and search communications with external users
What do you dislike about the product?
The way the emails look when sent to external users is confusing and hard to read/follow.
What problems is the product solving and how is that benefiting you?
Client support communication, tracking and analyzing.
Recommendations to others considering the product:
Good internal use but can be confusing for external users.
I love zendesk!
What do you like best about the product?
Zendesk keeps all of your customer's information, your communications and the status of the products all in one place. When we solve a ticket, it is always accessible, which helps when a customer comes back after years and we have to dig for their info!
What do you dislike about the product?
Honestly there is nothing that I do not like about zendesk. I went to a convention and I found out more features that we have utilized! When I went to the convention, I was able to learn a lot about zendesk, that any issues I was coming across were resolved in that learning center.
What problems is the product solving and how is that benefiting you?
We have completely did an overhaul of our procedures. I have implemented very useful macros and now solve tickets faster so we have a clean and easily usable zendesk dashboard.
Total Business Game Changer
What do you like best about the product?
Zopim Chat, I used to also use this remotely from my mobile phone. You can have a notification noise or desktop pop up to warn you of a customer on your website.
What do you dislike about the product?
The Green Colour, but other than that it was a pleasure to use.
What problems is the product solving and how is that benefiting you?
A huge rage of customer requests.
Recommendations to others considering the product:
Definitely worth investing in for your business no matter how large or small. People expect service when they go on your website. Move with the times and get Zendesk.
Could be better
What do you like best about the product?
Pretty intuitive and easy to learn/adapt
What do you dislike about the product?
Not that useful for reports or data insights
What problems is the product solving and how is that benefiting you?
gets the job done but reporting could significantly be improved, especially for historical data
Easy and Efficient Help Desk Software
What do you like best about the product?
Zendesk makes it easy to respond to customer questions and concerns. Having Zendesk Support allows our team to determine the number of tickets pending, recently solved, unassigned, and each team member's individual unsolved tickets. This allows our team to efficiently divide and conquer our incoming tickets.
What do you dislike about the product?
Overall, I do not have any big complaints for Zendesk Support. However, it can be difficult to locate a ticket that was solved. Often, the number of solved tickets and touches for each support agent is inaccurate.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support as our help desk to respond to users' questions and concerns. The benefits of using Zendesk are endless. Our team has been able to efficiently interact with our users, track our most frequent ticket topics, and create macros to help us quickly respond to tickets.
Zendesk Review Ticketing system
What do you like best about the product?
When someone writes an email it creates a ticket
What do you dislike about the product?
notevery response to an email should be a ticket
What problems is the product solving and how is that benefiting you?
organizing issues and creating cases and tracking the outcomes helps us become more successful and in return we can help our customers lower customer churn and create better knowledge base articles.
I have had the pleasure of using Zendesk for the past 6 years
What do you like best about the product?
I like how simple, and user friendly it is. It is very easy to organize, and filter support tickets easily.
What do you dislike about the product?
Sometimes it slows down, but I believe it is all of the plugins I use that is the cause.
What problems is the product solving and how is that benefiting you?
I solve disaster recovery issues daily, and the benefits is how easy it is to navigate when you are on a time crunch, and have to sift though many tickets at once.
Recommendations to others considering the product:
Add more plugins. Salesforce has more plugins, but Zendesk is superior in all aspects of the ticketing system.
Great platform!
What do you like best about the product?
I like that I'm able to stay in contact with my customers no matter where the conversation has left off.
What do you dislike about the product?
The interface isn't the friendliest. However, the functionality of the service is great.
What problems is the product solving and how is that benefiting you?
I'm solving Saas client issues with this product.
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