Zendesk Suite
ZendeskExternal reviews
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Using Zendesk to communicate with clients
What do you like best about the product?
I find it easy to track al support questions and respond to them as soon as possible. I also utilize the function to classify the tickets into different categories. It helps me stay organized.
What do you dislike about the product?
We often see technical issues with the system. Last month, all of zendesk was down. Clients were angry and we couldn’t reach out to them to let them know.
What problems is the product solving and how is that benefiting you?
I solve software/technical issues using zendesk. I also schedule meetings with the clients to teach them how to use our products. It’s an easy way to communicate with them.
Recommendations to others considering the product:
The Zendesk system crashes more often than we would like. I would also like to have more features to better track types of inquiries coming in from users.
Best in class for customer support and knowledge management
What do you like best about the product?
Zendesk's built-in knowledge management tools like macros, Internal and External Guide, as well as knowledge capture
What do you dislike about the product?
While I love how that knowledge management can be integrated into the agent’s main zendesk dashboard, the “articles” system feels outdated and limiting. It makes more sense to have “wizard” style guided workflows to reduce effort and streamline research
What problems is the product solving and how is that benefiting you?
Zendesk is a highly customizable, versatile, easy to use tool for customer support teams. As a new hire I found the learning curve to be pretty low. Seamless integration with knowledge management makes managing a large email queue a breeze— no need for support agents to hand write every single response. The filtering options make triaging customer emails especially easy. I also love how easy it is to imbed links in an email body, include attachments, and even emojis! I love that it supports both email and SMS communication with customers. You can see responses coming through in real time!
Recommendations to others considering the product:
It’s a convenient, versatile, customizable option that will be easy for your agents to use. It’s popular for a reason! My current company uses Netsuite and I miss Zendesk terribly!
Zendesk greatly helps our customer support team streamline and manage our communications.
What do you like best about the product?
I like that we can connect and share cases with our partners in Zendesk and we can customize to fit our needs. We also use the application to manage our social media communications.
What do you dislike about the product?
Support is limited to self-help and we have had difficulty creating customized reporting.
What problems is the product solving and how is that benefiting you?
We have been able to streamline our communications and identify trends.
I love Zendesk!
What do you like best about the product?
I love that each interaction is recorded in case you ever have to go back and pull up proof of a conversation.
What do you dislike about the product?
Tickets sometimes bounce to other users that may have assisted on the ticket instead of the person who solved the issue.
What problems is the product solving and how is that benefiting you?
Sometimes there are disconnections. Chats from different countries appear when I should only receive US chats.
Recommendations to others considering the product:
If you're looking for a software that allows you to solve user issues in real-time, Zendesk is it.
Great tool for support centers
What do you like best about the product?
Zendesk is a user friendly software that helps you easily communicate with your customer base and also track the performance of your support team.
What do you dislike about the product?
Sometimes the software can encounter issues when adding on extensions and their support team isn’t always quick to find or resolve the issue.
What problems is the product solving and how is that benefiting you?
Communication with riders and drivers
Ease of Setup and Segmentation are the Differentiators
What do you like best about the product?
We use Zendesk Support and Zendesk Guide with multiple clients, and being able to quickly publish and segment out the users based on the org they are part of. This keeps potentially sensitive data in front of the org that needs it and away from the orgs that don't.
The customization for Guide is wide open, and the ability to keep your users informed while also allowing them to contribute to articles is monumentally assistive.
The customization for Guide is wide open, and the ability to keep your users informed while also allowing them to contribute to articles is monumentally assistive.
What do you dislike about the product?
It is not as immediately intuitive as I had envisioned it would be upon initial setup and without custom code, end-users using HelpCenter have to search their tickets independently of any tickets they are cc:d on. It's just not as immediately intuitive - but a bit of code or installing an entirely different template all together can turn this into a complete non-factor.
What problems is the product solving and how is that benefiting you?
We're reducing the time to resolve tickets by presenting a knowledge base/repository where our clients can get the answers they may find helpful.
The other major use case for Guide is the Help Center- a centralized point where clients can login, submit a ticket and follow-up with the ticket to see where it is in its life cycle. One of the great features of HelpCenter is the ability to review the tickets as conversation, where many of our clients only get parts of the tickets if they only utilize their email client.
The other major use case for Guide is the Help Center- a centralized point where clients can login, submit a ticket and follow-up with the ticket to see where it is in its life cycle. One of the great features of HelpCenter is the ability to review the tickets as conversation, where many of our clients only get parts of the tickets if they only utilize their email client.
Excellent software for ticket management
What do you like best about the product?
Ability to link to other systems for seamless communication
What do you dislike about the product?
Nothing so far. It seems to be an excellent program
What problems is the product solving and how is that benefiting you?
Management of a large support team that can all use the software.
Zendesk is good for support ticketing
What do you like best about the product?
Macro replies and the option to add departments to transfer the tickets. Also, the ability to publish knowledge base.
What do you dislike about the product?
The support from Zendesk is bad. All questions are answered with a link to blog and they don't understand what problem we are referring to.
What problems is the product solving and how is that benefiting you?
Easy way to address customers queries.
Zendesk is a great tool for customer service!
What do you like best about the product?
The platform is extremely customizable in terms of letting you choose a template or fine-tune the design to your liking. While our marketing manager used this feature more, Zendesk offers helpful in-platform analytics. As the customer service manager, you can easily see how your agents are performing and what pages visitors are on before they reach out to you. You can also track chat logs and data over time.
What do you dislike about the product?
A free version of Zopim is available, which is how we started using Zopim and Zendesk originally. However, it can be very restrictive in terms of what you can and cannot do. For example, by default, the free version shows a “We are Offline” image when the chat is unattended. Due to this, customers get the idea that they can’t get in touch with your support team. The paid plans allow you to hide this option, as well as make other changes to the way your chat appears.
What problems is the product solving and how is that benefiting you?
As the customer service manager, Zendesk was an amazing tool at helping us track issues with our customers as well as the progress of our agents. I started using this when it was Zopim and Zendesk separately and have always been impressed with the ease of use.
Zen Support
What do you like best about the product?
Very simple to use, the ability to track customers' previous interactions with our team has been a huge help in providing quick and efficient support.
What do you dislike about the product?
There's no real dislikes for me. Routing and Triggers can be confusing, they have a really great wiki for these things. If those do not help, their support team is very helpful with working through any problems.
What problems is the product solving and how is that benefiting you?
We are able to provide continuous support to our customers across several brands. Zen also provides great reporting tools.
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