Zendesk Suite
ZendeskExternal reviews
6,666 reviews
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Zendesk is a great solution for support teams to use to manage and tier tickets
What do you like best about the product?
Zendesk is very good at managing tickets and providing updates to the parties involved. Its email integration makes is super simple to keep track of tickets. Additionally, we use the automated bot feature that suggests answers to user's tickets. This is why the seamless integration with Support articles is nice.
What do you dislike about the product?
No real dislikes. It does the job and does it well. Tiering tickets, tracking SLAs, and updating ticket statuses are all easy.
What problems is the product solving and how is that benefiting you?
Before Zendesk, tickets were managed via email with no tracking system. Because of this, our team was bogged down and kept losing track of the tickets they were working on. Establishing a queue is the best part of using this software.
Excellent for phone calls
What do you like best about the product?
I utilize Zendesk almost solely to take phone calls. The transcription is helpful, as is the notes section. If I need to look up past phone calls by the number or by the notes it is quick and easy.
The system is great for task visibility.
The system is great for task visibility.
What do you dislike about the product?
One thing that I have found difficult in the past is utilizing the ticketing system while simultaneously utilizing my email for the same tasks. Updating and working through my email system has traditionally been easy for me, and utilizing the zendesk ticketing system for updating emails was not. I would often end up working through my email system, then going to zendesk to close out tickets.
What problems is the product solving and how is that benefiting you?
The Zendesk phone application is excellent. I love having the historical records and recordings.
One organized, collective inbox
What do you like best about the product?
I love that we can search an email address and see all the emails that are generated from that one address. It's so nice being able to pull up all communications and get a quick picture of the customer experience so far.
What do you dislike about the product?
I don't like the merging process when combining multiple tickets. On the customer side too, the notifications of the "ticket" is confusing.
What problems is the product solving and how is that benefiting you?
Quicker resolution times.
It’s good
What do you like best about the product?
How IT can shadow my computer remotely from anywhere
What do you dislike about the product?
How my screen changes color when they log in
What problems is the product solving and how is that benefiting you?
Folders missing from the hard drive
Needs improvement
What do you like best about the product?
Response time to answers and ease of use
What do you dislike about the product?
Most responses are already listed on faq section of the website you’re requesting help for
What problems is the product solving and how is that benefiting you?
Issues with Dave app
Recommendations to others considering the product:
Uniqueness for responses
The best live chat
What do you like best about the product?
I like that I can implant a talk gadget on my site and when a guest goes to my site I can engange them through the live visit and after that from my zendesk dashboard I get usefull data.
What do you dislike about the product?
The vast majority of the usefull highlights are accessible on the expert arrangement.
What problems is the product solving and how is that benefiting you?
We use Zendesk talk to offer help to our customers on our site and since we began utilizing Zendesk visit we have seen an expansion in transformation rates.
Recommendations to others considering the product:
On the off chance that you need a decent and simple approach to collaborate with your customers in realtime at your site then zendesk visit is the product for you.
Very Helpful for Successful Businesses
What do you like best about the product?
I like how it shows up on my company’s website , it looks very professional and i just love it!
What do you dislike about the product?
I don’t dislike anything about it, it’s absolutely fun and professional for customers questions
What problems is the product solving and how is that benefiting you?
At first it was hard , because it’s a lot of thing you have to do, but it was fine .
Occasionally buggy but great features
What do you like best about the product?
Lots of reporting options, continuous updates
What do you dislike about the product?
Occasional visibility issues where agents can't see other agents
What problems is the product solving and how is that benefiting you?
Responding to customers while having integrated supported
Good product
What do you like best about the product?
Easy interface and nice design. We use it all the time in the office
What do you dislike about the product?
Haven't really run into problems when using it.
What problems is the product solving and how is that benefiting you?
Much faster response time. Easy to use
CRM tool best for startups
What do you like best about the product?
What's not to like? Chat support, macros, integration with other apps like Talkdesk, Confluence and Salesforce. Zendesk does everything a support and success team needs for solving client issues.
What do you dislike about the product?
I haven't found anything I don't like about Zendesk. The support team for Zendesk is phenomenal. Knowledge base articles are constantly updated. The system is easy to use.
What problems is the product solving and how is that benefiting you?
Zendesk allows our team to be able answer questions or solve issues clients have with our system. Zendesk tracks our SLA's so we can continue to be on the spot with our contractual agreements with our clients.
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