Zendesk Suite
ZendeskExternal reviews
6,538 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Smooth and great experience
What do you like best about the product?
Zendesk is a great tool for helpdesk usage, as it is self evident and implicit on how to use. There are no hard to spot features.
What do you dislike about the product?
Sometimes it is laggy and performs slow. Outages are at least once a month, for a short period.
What problems is the product solving and how is that benefiting you?
I am solving online customer technical problems. Zendesk is a great way to distribute tickets in a team and a great benefit is that it keeps track of all incoming requests which can be categorised.
Interesting pricing,reputable ticketing system and proven efficiency,Zendesk chat is a great choice
What do you like best about the product?
One feature that deserves much attention is the pre-chat form. Basically, you ask your visitors to enter some information before joining the conversation. Therefore, if you have a high priority chat or someone who should be sent to a particular department, you can do so by setting this preform correctly according to what you are looking for.
Another quality of zendesk chat that should be highlighted is its mobile apps for either android or ios. Zendesk Chat provides the mobile apps and features needed for all support staff to work from anywhere.
Another quality of zendesk chat that should be highlighted is its mobile apps for either android or ios. Zendesk Chat provides the mobile apps and features needed for all support staff to work from anywhere.
What do you dislike about the product?
Zendesk Chat does not have the useful co-browsing feature. This means you cannot share screens with the user and create an interface where you are visually teaching the customer as well as with your chat.
What problems is the product solving and how is that benefiting you?
Seeking to improve our support procedures, our company decided to look for a solid chat module with excellent customer support, after some research choosing zendesk chat became easy, it seemed to have what we were looking for like its excellent mobile apps that allowed our support agents to stay connected from anywhere.
Recommendations to others considering the product:
I would recommend Zendesk Chat for eCommerce stores without the current need for co-browsing. That's the only real downside I see in Zendesk Chat right now, but the price is right and you can manage your agents and customers in a way that makes everyone happy.
Support Engineer
What do you like best about the product?
I like that Zendesk provides a clean and user-friendly ticketing system along with the different kinds of macros I can set so I don't always have to type the same things for some responses.
What do you dislike about the product?
There is some confusion when I try to add followers and tag other agents into tickets as my colleagues have recently found that I not only need to tag the agent into the ticket but I have to add them to the followers section in order for them to get an email about the ticket.
What problems is the product solving and how is that benefiting you?
I am solving customer-based questions and issues raised about bugs. The benefits I have realized is that my company uses Zendesk in connection to Steptracker where when I put a Zendesk ticket on hold, a tracker will be created from it which saves us a lot of time for the amount of trackers we have to open to raise to engineering.
So so
What do you like best about the product?
We've been using Zendesk Support on a free trial for a couple of months and it's been decent for Client relationship management. We have a variety of the different platforms (chat, etc.) to complete the suite. The Support page is great for tickets. You can manage them internally and assigned them to people. It offers great visibility into the work of others and you can see a history of when things are complete. Kind of lends an engineering-esque type of way to manage client success (with tickets).
What do you dislike about the product?
The organization of the tickets can get really confusing. The status of the tickets are only open, pending, solved. I feel like they should have more options. Also the email notification format that the ticket comes in is super annoying, because it will not display the message at all. It forces you to open the platform to view it, which might take a couple minutes and you might lose a potential new customer or angry client.
What problems is the product solving and how is that benefiting you?
We're trying to create a better way to manage client requests and any reported bugs. We wanted a project management type of platform for client success team members to operate similar to the engineers (with tickets). We've realized that this organization of tasks/to-dos is very beneficial for transparency and workflow.
Recommendations to others considering the product:
Zendesk is decent, and if you set it up properly, it can provide a lot of support to your client base. The basic package for Support doesn't allow you to really make the Support page look like your own, as you can only have 2 types of questions (eg. FAQs and Community page)
Great Software
What do you like best about the product?
ZenDesk has mastered communication. When working with potential clients everything is documented and easily pulled up when needed.
What do you dislike about the product?
I have noticed sometimes there is a bit of delay Sending out emails.
What problems is the product solving and how is that benefiting you?
With zendesk support, potential clients can easily email, chat, or call us and it is always documented.
Recommendations to others considering the product:
I would recommend Zendesk support. I have enjoyed using it.
Best Support Tool both for customers and users
What do you like best about the product?
Ticketing system is awesome. Reporting tools are just great with plenty of metrics to be taken into account.
What do you dislike about the product?
Some of the integrating apps are hard to understand and, in my opinion, should be developed by Zendesk itself and not third companies.
Explore and Insights need quite a lot of time to be understood and handled efficiently.
Explore and Insights need quite a lot of time to be understood and handled efficiently.
What problems is the product solving and how is that benefiting you?
Main communication channel with customers.
Recommendations to others considering the product:
Get the initial set up done by zendesk to avoid problems that can not be easily fixed!
Not memorable
What do you like best about the product?
It’s simple and easy to use, no major complications
What do you dislike about the product?
Not nice design, a bit behind from competitors in that sense
What problems is the product solving and how is that benefiting you?
Zendesk is used on my company to solve it problems
Best Help Desk
What do you like best about the product?
Zendesk is so smooth and provides amazing tools for customer support teams.
What do you dislike about the product?
When creating tutorials in the system, you can't copy and paste images from a Google Doc.
What problems is the product solving and how is that benefiting you?
Zendesk allows me to answer our teacher's help desk tickets efficiently. Using their macro feature saves us so much time.
Great for ticket assignments and automations/triggers, but not great to Admin
What do you like best about the product?
Creating customized views, triggers, groups, automations, etc based on users specific needs
What do you dislike about the product?
It is difficult and complex to admin in terms of overlapping logic and form creations
What problems is the product solving and how is that benefiting you?
Internal technical builds/ development requests required by our technical resources
Zedesk is okay, can be slow on assisting with site issues
What do you like best about the product?
Putting in ticket for issues was a breeze, is was easy to search for customers emails, and get any information on there recent emails, or orders.
What do you dislike about the product?
It could sometimes take a while to receive a response and or even get the issues resolved.
What problems is the product solving and how is that benefiting you?
handling customer request, emails, and chats
showing 4,771 - 4,780