Zendesk Suite
ZendeskExternal reviews
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Best way to interact with clients
What do you like best about the product?
I like the integration between our systems files and information and their platform
What do you dislike about the product?
I don’t like how it sometimes lags in speed time
What problems is the product solving and how is that benefiting you?
The problem of not communicating back to customers who need support
New User Review
What do you like best about the product?
Compared to some other customer support software that I have used, ZenDesk is quickly becoming my favorite. I had a little bit of a bumpy start getting used to it because it is very different to any other software I was previously familiar with but know that I have the hang of it I really do appreciate the little extra things that ZenDesk offers to make my job more efficient. Some notable improvements with ZenDesk are it helps us route cases to the right place, allows us to set up simple automations and rules that allow us to avoid spam, all things that we couldn't do previously.
What do you dislike about the product?
Merging on desk seems to be a puzzle for me. I am a recent user but I find the system to be a bit confusing especially for a feature that has no undo button. Also, it is worth mentioning I am still getting used to ZenDesk and after so long with another platform, it is expected to need sometime to get up to speed.
What problems is the product solving and how is that benefiting you?
We have been able to integrate most of our other systems inside of ZenDesk which definitely has some perks in regards it reducing the amount of software we need to complete our daily tasks. It also allows for us to have better cross-team communication which is vital in our company and for ensuring our customers needs are met.
Zendesk
What do you like best about the product?
I like how you can merge tickets and also how tickets go open once someone responds.
What do you dislike about the product?
I dislike nothing except you can’t stay logged in.
What problems is the product solving and how is that benefiting you?
Warranty and customer ser
Zendesk
What do you like best about the product?
Easy to navigate the website and app, friendly interface
What do you dislike about the product?
No push notifications to tell you when a ticket comes in
What problems is the product solving and how is that benefiting you?
Keeping up with clients
Recommendations to others considering the product:
Nona
Zendesk has saved us 50k in 9 months
What do you like best about the product?
Ease of use, zendesk help guides and implementation team is excellent. Instant ROI
What do you dislike about the product?
Would like more personalization options.
What problems is the product solving and how is that benefiting you?
We were tracking all customer interaction from a support perspective. 1-touch resolution. Improved TAT and client satisfaction
Recommendations to others considering the product:
It is amazing. Just do it.
A helpful tool for issues management
What do you like best about the product?
Its quick. Easy to maintain workflow. Good graphics for notifications.
What do you dislike about the product?
Nothing special. Nothing special. Nothing special. Nothing special.
What problems is the product solving and how is that benefiting you?
Supporting our offshore clients to fix software bugs.
Slick clean help desk app
What do you like best about the product?
Clean modern looking UI, lots of 3rd party apps available. It includes knowledge management and communities.
What do you dislike about the product?
Not easy to report on use of knowledge articles. Knowledge management tools are limited
What problems is the product solving and how is that benefiting you?
Management of knowledge was not uniform across all analysts
Zendesk is the most user friendly platform I have seen
What do you like best about the product?
The upsides are that you can click on the customers name and see all of their previous tickets and chats. I also enjoy the integration between zendesk and Salesforce to pull in our customer data so we don't have to go looking for it. I also like the fact that zendesk has phone support. Overall, great company.
What do you dislike about the product?
I dislike that the customer's previous tickets and chats are completely out of order. They should all be listed in order by most recent date. There are also limitations on tagging customers as high value, hot headed, etc. It's also almost impossible to separate Tier 1 and Tier 2 from taking tickets without someone monitoring every new ticket. Maybe I am missing something.
What problems is the product solving and how is that benefiting you?
Chats, tickets. Benefits are obvious. It is a user friendly platform and solves at least 80% of our problems.
Zendesk has a chill vibe, would recommend
What do you like best about the product?
You have a set of acceptance criteria that only you are in a position to judge. As an active customer, I can tell you that Zendesk helps me manage 12 agents, support 1,200 users, and provides workflows and metrics that drive improvement of my customer service. The feature set was the primary way I judged success when I evaluated their product.
Just like the appropriateness of the feature set, you're the only one able to decide how heavily (your perception of) the company culture should weigh in your considerations. If an employee brought me a product that checked all our boxes but flagged it as inappropriate because one of their videos humorously acknowledged the existence of marijuana, I would doubt his ability to define the right success criteria. But then I'm not in your company, so I can't say how important this is to you.
In the bigger picture, you seem to be requiring a California company follow your state laws, which defeats the purpose of state laws. To imply that simply using the word marijuana in your state opens you up to some sort of liability is, frankly, silly. If that interpretation of Wisconsin law is true, I don't know how you have a TV or radio.
Just like the appropriateness of the feature set, you're the only one able to decide how heavily (your perception of) the company culture should weigh in your considerations. If an employee brought me a product that checked all our boxes but flagged it as inappropriate because one of their videos humorously acknowledged the existence of marijuana, I would doubt his ability to define the right success criteria. But then I'm not in your company, so I can't say how important this is to you.
In the bigger picture, you seem to be requiring a California company follow your state laws, which defeats the purpose of state laws. To imply that simply using the word marijuana in your state opens you up to some sort of liability is, frankly, silly. If that interpretation of Wisconsin law is true, I don't know how you have a TV or radio.
What do you dislike about the product?
Get passed the "cool" aspect and it encompasses everything a moderate to large service org wants, and needs. CS, analytics, the god awful buzzword synergy... everything.
In addition, its easy from an implementation stand, and easy for end users.
In addition, its easy from an implementation stand, and easy for end users.
What problems is the product solving and how is that benefiting you?
It will resonate with a certain type of client, and if you aren't it, then so be it. There's a cost associated to being a stiff corporate company as well; makes it difficult to stand apart.
The quality of the product and service should be the measure of it, not some off-hand reference in a marketing video.
The quality of the product and service should be the measure of it, not some off-hand reference in a marketing video.
Zendesk makes it easier , i used it in target and it was awesome tool for ticketing
What do you like best about the product?
This remedy ticket tool is really productive it is the best i love about it is real time updates from admins
What do you dislike about the product?
I think my overall experience of zendesk has been really productivei I do no think there is anything i dislike about it
What problems is the product solving and how is that benefiting you?
Solving tickets for requests and problems
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