Zendesk Suite
ZendeskExternal reviews
6,476 reviews
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Great Product!
What do you like best about the product?
We use zendesk for our support team to better help our customers. It's a great tool for when our customers chat in with issues and we can quickly resolve them. We use the response time on chat as a major KPI for our business as well. It's also integrated with other systems we use, so it makes it easier and more aligned for us.
What do you dislike about the product?
We like using Zendesk! There could be more automation incorporated into the product, but, overall, it's great!
What problems is the product solving and how is that benefiting you?
It really impacts our support to our customer base and allows our customers to contact us they way they want to. It's really necessary for our business.
Zen Desk Makes Responding to Customers Easy!
What do you like best about the product?
I love that all the emails or responses from Social Media can come into one place and be sent out from one place. It provides for excellent organization. I love that you can sort the emails based on priority and the support team is great if you have any questions! I love that you can set up an automated reply to ensure customers that they will be responded to in 24 hours so they feel at ease as well.
What do you dislike about the product?
I have yet to find something I do not like about Zendesk Support. It has been super easy to use and provides for great customer service!
What problems is the product solving and how is that benefiting you?
We have realized how easy it is for emails to get lost when multiple people are trying to respond to everyone, stuff slips through the cracks. Zendesk makes it easy to ensure every customer get a response!
Recommendations to others considering the product:
I highly recommend Zendesk Support to anyone needing customer service help! It will get your company organized and is very user-friendly and easy to learn!
Invaluable tool for us
What do you like best about the product?
It facilitates the administration of your support service, offering an easy-to-use dashboard and benchmark statistics, both within your team and compared to the industry averages, It's fantastic
What do you dislike about the product?
There were some days when we would have to wait for hours to return to the tool. It is the only thing that can be mentioned that could be useful is the constant interruption. It would be good to solve that permanently.
What problems is the product solving and how is that benefiting you?
ZenDesk has been able to optimize the system, helping companies across the business spectrum. We have used this software in different platforms and responds to all types of support communication. It also gives companies the ability to customize their system, which allows a great sense of brand opportunity in some cases.
Recommendations to others considering the product:
There are many different applications and many are integrated into CRMs. If you are using a CRM with an integrated ticketing system, you should try Zendesk, it is the best system in my opinion. There are so many ways to automate and organize Zendesk that no other software can approach. It is excellent in more than one way for our company.
Multitask Wizard
What do you like best about the product?
Zen desk is the most utilized tool in my office tool belt. It allows for quick multitasking, is easy to make adjustments and edit information, and allows me to pull up any manner of ticket I need to access in moments.
What do you dislike about the product?
When multiple tickets are still open, or I’ve kept multiple tabs open as I still have work to do on each, Zendesk slows down to the point at which it hardly functions.
What problems is the product solving and how is that benefiting you?
Zen desk is the most utilized tool in my office tool belt. It allows for quick multitasking, is easy to make adjustments and edit information, and allows me to pull up any manner of ticket I need to access in moments. When multiple tickets are still open, or I’ve kept multiple tabs open as I still have work to do on each, Zendesk slows down to the point at which it hardly functions.
Great product!
What do you like best about the product?
Access to all calls and notes post communication wrap up.
What do you dislike about the product?
Is not always reliable as far as connection goes. Sometimes os very slow loading.
What problems is the product solving and how is that benefiting you?
Helping customers with questions or concerns about our product. Great to records nots during a call.
Great Product
What do you like best about the product?
This function has allowed us to create online live interactions with our customer base and website visitors. It was very easy to install and works well.
What do you dislike about the product?
The customer service in helping us pick a solution was very poor in response time and was initially provided bad information.
What problems is the product solving and how is that benefiting you?
Reaching out to our customer base while they are looking for solutions on our website.
Recommendations to others considering the product:
It is a great product and was easy to implement. Make sure you are specific in what you are looking for so they give you the correct trial program. Also, utilize the trial to make sure it covers what you need.
Zendesk Support is recommended
What do you like best about the product?
Tickets creation is straightforward and can be done via email from user. Notification options are well represented including the initial creations as well as any updates to it. Metrics reporting is also robust.
What do you dislike about the product?
A lack of direct links to the ticket in notifications is a shortcoming, or it could be due to a limited feature set from our budget. I would greatly prefer if more editing options for tickets were available as well.
What problems is the product solving and how is that benefiting you?
In addition to general support, the reporting features are greatly improving our efficiency and identifying the key personal we want to reward and those with challenges to overcome.
Recommendations to others considering the product:
Definitely worthwhile as a new system, if you are already using a ticketing solution it will be up to you to deicides if it is worth switching, but i would encourage a trial at least.
Zendesk is a great tool for customer service life
What do you like best about the product?
The interface is easy to use once you're used to the layout. Administration is fairly straightforward. If you are used to ticketing systems, it can almost seem too simple. However, Zendesk has powerful tools and features which should fit any size deployment.
What do you dislike about the product?
When setting up multiple brands, some settings are global and can interfere with how you setup other "brands". For instance, if you have both a "customer facing" service desk and internal helpdesk, any global settings will impact both boards (tags, forms, some fields).
What problems is the product solving and how is that benefiting you?
Zendesk Support does a good job as a helpdesk platform, it also is being used throughout the business.as a support ticket solution aimed at the client.
One of the best problem reporting tools for improving overall support efficiency.
What do you like best about the product?
We are very please to use zendesk as problem reporting tool, customer can easily let us know about any issue they are facing , full support team gets notified at once via mails, calls with customer can be managed very easily. This helps in managing all tickets on time and timely track them as well.
What do you dislike about the product?
Mobile interface needs to be improved but overall we are quite satisfied.
What problems is the product solving and how is that benefiting you?
Customer reported concerns are very easy to manage and send timely reports as well, thus improving overall customer satisfaction for us.
Recommendations to others considering the product:
For overall managing customer issue and provide quality support must use zendesk their services are very good , license fees is also nominal.
Easy to Use and Keeps Me Organized
What do you like best about the product?
I love how Zendesk offers the option to categorize the many different tickets we have coming in. It saves me a lot of time being able to access my personal queue of tickets in one spot!
What do you dislike about the product?
Zendesk will occasionally freeze and kick me out if I am trying to close my tickets and do chats at the same time with a high volume from both.
What problems is the product solving and how is that benefiting you?
It has helped us a lot organize and keep track of our work load. It allows us to also see how we are doing personally on our work goals.
Recommendations to others considering the product:
I would recommend a different layout to make it easier to access different things
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