Zendesk Suite
ZendeskExternal reviews
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Buckets of customizable goodness!
What do you like best about the product?
Easy to view and act powered by clean and neat UI design. The customization is a godsend, making the platform suitable for countless applications.
What do you dislike about the product?
Can be unresponsive at times, perhaps less a product of the product itself and its reliance on a rocksteady connection.
What problems is the product solving and how is that benefiting you?
Zendesk enables the organization and speedy response of all customer inquiry across a team in several offices worldwide.
Extremely Complete Platform
What do you like best about the product?
The API's, features, tools and customizations are the highest point of zendesk. The support have a good timing and also a great knowledge base.
What do you dislike about the product?
With so many options, it's a complex platform to use. There's no "simple way" to use.
What problems is the product solving and how is that benefiting you?
Answering support questions and building relations with our clients. The agility in the chat is something wonderful. Also the data that Zendesk provides is great.
Recommendations to others considering the product:
Dedicate people of your team for explore the zendesk facilities.
I work in a college and I use Zendesk Support for technical support here.
What do you like best about the product?
I find Zendesk Support really helpful because of the easy of using it. I love the layers and the application at all.
What do you dislike about the product?
One thing that I don’t like is that sometimes it is hard to put in questions that they do not have answers
What problems is the product solving and how is that benefiting you?
I do technical support for DMACC college and I help people who have problems with computers and accounts in dmacc
Recommendations to others considering the product:
I strongly recommend this app
Zendesk CRM
What do you like best about the product?
Zendesk Is very straight forward and easy to navigate! Our backend system was made internally and we were able to sync it right to Zendesk. Zendesk also ties in with our phone system as well as out chat agent really well.
What do you dislike about the product?
It would be nice if there were more options to organize our ticketing information. If customers have multiple accounts it can be a hassle trying to find the right info on the right account. They do have merge feature that can help with this but it could be a little more refined.
What problems is the product solving and how is that benefiting you?
We use Zendesk to organize all of our customer communication. It is very easy to navigate and find what you are looking for. It creates a profile for all the customers with all our interactions under the profile.
Simple and easy support system
What do you like best about the product?
Zendesk makes it really easy to organize all requests you receive from your in-house team to outside customers. Our team receives hundreds of tickets a week. Since we receive so many tickets, the best features Zendesk has to counter this are Triggers, Automations and Macros. With Triggers, you are able to automate activities to happen based on certain criteria. For example, if a ticket gets submitted with the word "Help" in the subject line, you can program Zendesk to assign it to a specific person and to reply to the submitter with a message. Automations function in a similar way but are timed instead of instantaneous. Macros allow you to update a ticket's tags, message, and other information with a click of a button. Zendesk has done a great job to make a ticketing system that increases company efficiency. It also has a Help Desk (customer forum / QA) section that is available at a specific price tier that could save you time.
What do you dislike about the product?
Because it's so popular and common, it's not tailored for any specific industry or product type, so often the features are built in a broad, abstract, and malleable way. This requires you to perform a little tailoring and administration to make Zendesk work well for you.
What problems is the product solving and how is that benefiting you?
As a school district of almost 13,000 students and thousands of staff, we need something simple with automation features. Zendesk has been our answer. We love the search aspect of it too, with so many tickets coming in week after week, a lot of times we have similar issues across our school locations, so being able to search by key word and see past tickets and their solutions has been a huge benefit for us in streamlining and speeding up our response and solve time.
Outstanding service, terrible customer support
What do you like best about the product?
Zendesk offer an outstanding service, it is far better than any other service provider out there, at an affordable cost too.
What do you dislike about the product?
Zendesk offer terrible customer support, it often takes 10+ days to solve a simple issue if it not classed as "critical". billing issues also takes a very long time to resolve.
What problems is the product solving and how is that benefiting you?
Zendesk has provided an excellent service to our customers, we have been able to solve issues at a rapid rate, however due to Zendesk's poor customer care we are ending our agreement with them at the end of the month.
Recommendations to others considering the product:
If you are looking for a customer service Helpdesk then Zendesk is the one. If you're looking for a relationship with your provider, Zendesk is not the one.
"Extraordinary detailing and incorporations!"
What do you like best about the product?
I joined an association that didn't beforehand have an assistance work area, or an assistance work area work process. The arrangement was a Slack channel where individuals posted their solicitations and they were reacted to specially appointed. I had the capacity to rapidly get the group set up with a Zendesk record and utilize existing API/account connectors to transform the present work process into a work process that sends tickets from Slack to Zendesk dependent on a client's message response. Another message response shuts the ticket. I currently have giving an account of reaction times, ticket reiteration, and real episodes with no change on the client end.
What do you dislike about the product?
There's very little to disdain. Zendesk is evaluated incredible, functions admirably, and gives me the information I have to achieve my execution measurements.
What problems is the product solving and how is that benefiting you?
The issue was getting measurements from the present help work process without hindering or changing client association to an extreme. I had the capacity to execute it flawlessly and would now be able to remove measurements from Zendesk toward the back.
Recommendations to others considering the product:
We suggest Zendesk for the administration of the reports. It is a decent choice for those organizations that need to be in contact with their clients, it is a great idea to associate by different methods either by email or telephone and permits to follow calls. We prescribe it.
zendesk input
What do you like best about the product?
I really enjoy the reporting aspect! I like how you can see how many calls people take compared to how many you made. I also like when someone responds back it changes the color of the ticket so you know they responded.
What do you dislike about the product?
I do not like how the leftover tickets do not send everyone a warning that someone responded.
What problems is the product solving and how is that benefiting you?
A way to communicate with customers and other business parters.
Recommendations to others considering the product:
Made it easier to know when someone responds back to your email instead of always have to check and see if they responded. I also wish you could un-send an email if you made a mistake or a mispelling.
Uneven User Experience
What do you like best about the product?
That I could input part of the name of a field and it would show up.
What do you dislike about the product?
I did NOT like that filters would not stay applied. Even when I put it in the settings that I wanted newest items first, it was still overrode by other settings. I had to click the filter button every time I refreshed the page.
Also, I had a bad week where I got several bad quality scores and my score NEVER increaseed after that. I had 5 good reviews in a row and it barely moved 2 points.
Also, I had a bad week where I got several bad quality scores and my score NEVER increaseed after that. I had 5 good reviews in a row and it barely moved 2 points.
What problems is the product solving and how is that benefiting you?
I was assisting customers. Benefits include streamlined assistance for customers.
Recommendations to others considering the product:
Make sure you set the product up very well, or else it will be a hindrance to your staff.
One of the best Support Handling Panel
What do you like best about the product?
Zendesk support has different following features:
1) Easy to use for a non-technical person.
2) We can create a different number of agents to make the support process manageable.
3) Zendesk provides different support types like chat, talk along with email support.
4) One of the coolest thing is that they provide API support for developer.
1) Easy to use for a non-technical person.
2) We can create a different number of agents to make the support process manageable.
3) Zendesk provides different support types like chat, talk along with email support.
4) One of the coolest thing is that they provide API support for developer.
What do you dislike about the product?
Following are the dislike points:
1) Zendesk support is quite expensive for the normal user.
2) Unable to edit a reply once delivered.
3) Searching isn't quite interesting.
1) Zendesk support is quite expensive for the normal user.
2) Unable to edit a reply once delivered.
3) Searching isn't quite interesting.
What problems is the product solving and how is that benefiting you?
In order to provide service to user asap, we used zendesk support, so that we can interact with our clients quickly and resolve their queries asap. With different agents, ticket management process is very easy. We can create macros of usually used reply and send it in future by just one click. We can set proiorities of ticket for different agents
Recommendations to others considering the product:
If you wanna make you users happy with great support, then zendesk support is very good option for you. You can reply your users faster and provide better customer satisfaction and gain goodwill.
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