Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Simple and straight-forward product
What do you like best about the product?
The simplicity and e-mail integration is especially helpful. This makes our e-mail-centric client base easy to work with and helps us manage all of our support requests.
What do you dislike about the product?
I wish there were better tools to handle tickets en masse, and also integrations with our phone support so we can track time spent on calls if that is how a support request is handled instead of a regular ZenDesk ticket
What problems is the product solving and how is that benefiting you?
All of our support requests we prefer to handle through ZenDesk. This includes both answering simple questions but also more longer-term projects where we like to manage the communication channel through a ZenDesk ticket. It centralizes all of that.
Recommendations to others considering the product:
Become and expert with macros and with other scalability features
Good enough, but lacks key features
What do you like best about the product?
Using Zendesk to manage your online Guide or Help Center works well enough, and is integrated with Zendesk which is nice. This means you can understand who is searching for what, and if any of those searched are returning results.
What do you dislike about the product?
Understanding what articles will appear based on what searches is somewhat cryptic. It doesn't seem that the entire article is searchable, meaning that a user could not be served up the exact article they need, just because their search query is not in the headline
What problems is the product solving and how is that benefiting you?
replying to customers, looking at what they view in our help center
Powerful helpdesk software for better business and customer satisfaction.
What do you like best about the product?
Zendesk is super easy to use and to communicate with different other teams is very easy.very good customer support and it has 24/7 support .Zendesk has a great job in seriously improving their product listening to their customers and releasing new features to make their customers feel very happy. it is fully featured and comprehensive .
What do you dislike about the product?
The least about the software is that this software is getting struck sometimes due to adequate request and on multiple selection and the latest software is now which is working very fine and fast
What problems is the product solving and how is that benefiting you?
It helps us better understand the pending issues and what are the better ways is minimizing the issues in future and additions features i like the most are as below:
1)Open API
2)We can export the tickets to view in CSV.
3)Include public and private forms
4)SSO with twitter Facebook
1)Open API
2)We can export the tickets to view in CSV.
3)Include public and private forms
4)SSO with twitter Facebook
Could be better!
What do you like best about the product?
I like the ability to search for the content you need. Also with modsquad you typically use zendesk and with zendesk they do not disclose your actual name but you use preset names to login and use.
What do you dislike about the product?
Zendesk needs to be revamped. Not only do I feel as though it is a bit outdated in regards to convenience and overall usefulness. I also feel like it could use a new interface that is user-friendly and helps make employees jobs better more organized.
What problems is the product solving and how is that benefiting you?
Customer service with various businesses. Moviepass was the first business I used zendesk support with. Often times we used other various programs along with zendesk because zendesk support is limited use. For example you can't log your time for your timesheet on zendesk.
Zenful Zendesk Support
What do you like best about the product?
Zendesk allows me to easily manage multiple customer tickets. It gives you the option to also display by dates so you can help customers in chronological order.
What do you dislike about the product?
I wish there was feature that can label all the easy tickets by color. Sometimes doing the east stuff first can free up time for difficult request. However, it takes a lot of time to go through each ticket and to find the tickets that are easy to handle with out effort. If they can accomplish this it would be way better!
What problems is the product solving and how is that benefiting you?
Zendesk basically creates a CRM so that any employee can pick up from where the last employee left off at. It also allows you to easily track returns and make returns. Honestly, it is a very useful took for everyone here in the call center. I stand by it all the way.
Recommendations to others considering the product:
make chat available
Easy Customer MGMT Software
What do you like best about the product?
Ease of use, it is very easy to create and manage tickets
What do you dislike about the product?
Some functionality could be improved, for example reporting and integrations
What problems is the product solving and how is that benefiting you?
customer support ticket management. It has helped us lose less tickets and work more efficiently
Recommendations to others considering the product:
Go for it! IT will help streamline processes and help drive improvement. It is such a great product that I think it could be widely used in the industries
Solid UX, Reduces Customer Service Bloat and the AI is Handy
What do you like best about the product?
Zendesk Guide helps to decrease the amount of time we need to have customer service agents on our chat system and also gets users to answer more quickly than if they just went straight to a chat agent. The answer bot has been helpful at uncovering common problems with our services.
What do you dislike about the product?
Sometimes we don't have enough answers setup for customers to find what they want which causes frustration. We're still building out more answers.
What problems is the product solving and how is that benefiting you?
Easing the load on our small customer service team.
Seamless solution for all customer support needs
What do you like best about the product?
Easy to setup, great customer service from Zendesk itself, variety of tools that help pinpoint specific issues, and much more that make this a one-stop solution for customer support
What do you dislike about the product?
Many moving parts but having a dedicated account manager can help
What problems is the product solving and how is that benefiting you?
Excellent customer support, efficiency in solving tickets, smooth navigation
Recommendations to others considering the product:
Look at all your customer support needs - do you want real-time help, how many customers do you have and what is the existing solution, how deep is the knowledge base, etc.
Worked well for what we needed
What do you like best about the product?
Zendesk Guide has the ability to use multiple Help Centers, distinguishable by brand, product, etc. We are able to leverage this well with our multi-brank, multi-product software.
What do you dislike about the product?
Reporting - Zendesk reporting, in general, has been a barrier for us. We're able to surface some of the metrics we need, but others require exporting data and having our BI + Data Science teams do work.
Not necessarily a disklike, but something we did not get around to due to resource restraints: ability to brand/code to create a specific experience is possible, but know what you're getting into. We didn't leverage this as well as we could have, rather just used the built-in branding tools.
Not necessarily a disklike, but something we did not get around to due to resource restraints: ability to brand/code to create a specific experience is possible, but know what you're getting into. We didn't leverage this as well as we could have, rather just used the built-in branding tools.
What problems is the product solving and how is that benefiting you?
Multiple Help Centers, branded differently based on product and customer. We provide services based on multiple products and support both B2B and B2C. Being able to separate the business needs and support the different customers based on product has been a must.
A True Customer Support Software To Improve Response Time
What do you like best about the product?
It is easy to user, very friendly, It can easily be customized as per your needs.
What do you dislike about the product?
I was in love of this, I couldn't find anything which I can say I dislike in it.
What problems is the product solving and how is that benefiting you?
Providing customer support, the benefits that I realized that I have increased the response time.
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