Zendesk Suite
ZendeskExternal reviews
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Great for support. Documentation not ideal for API based products
What do you like best about the product?
The workflow to manage tickets is great. Makes it very easy to assign and track. I also like how customizable it is with fields, response types, views, tiers, etc. Overall a great tool to manage support
What do you dislike about the product?
Reporting is too complex and convoluted. Makes it very hard to do simple things. Also the documentation is not ideal for API based companies as it's not made to display API calls in a clear way. We moved to readme for documentation
What problems is the product solving and how is that benefiting you?
Respond to client issues on a timely manner and handle the queue of issues appropriately so as to not drop any query
Easy to use
What do you like best about the product?
What I like best about Zendesk, is that it is an all in one company. Everything I needed from telecommunication, to email support and chat support, it is all here.
What do you dislike about the product?
Probably the biggest thing I disliked was the setting it up. But you have to do this with any software you use, and the support at Zendesk was great. I will also add that I am not a fan of the knowledge base support that they offer - I prefer one on one support assistance.
What problems is the product solving and how is that benefiting you?
Keeping our customer base organized. All communications in one location. It's a time saver and prevents he said/she said issues with customers who deal with different agents on multiple tickets.
Recommendations to others considering the product:
Give it a try if you are looking for support software or CRM, all in one. They have a free trial, so you have nothing to lose but time and valuable time is spent searching and deciding. Take the leap, get your feet wet.
Fast and easy!
What do you like best about the product?
Every time I use this I always get the fastest help and it hardly ever disconnects like others .
What do you dislike about the product?
The only thing is wait. Or when it disconnects .
What problems is the product solving and how is that benefiting you?
Benefits are fast and reliable and they don’t give you issues .
Convenient customer care support
What do you like best about the product?
Easy to install. Clear interface. User friendly. Self explanatory.
What do you dislike about the product?
Crashes sometimes. Frequent updates are needed. Sometimes delayed in operations
What problems is the product solving and how is that benefiting you?
Better communication among school and college students. Very productive
Recommendations to others considering the product:
User friendly. Good front-desk.
Super helpful to manage customer inquiries
What do you like best about the product?
I like that Zendesk keeps my workflow organized managing the emails that come through our help email.
What do you dislike about the product?
There is a lot of Zendesk to learn, but it is a great platform.
What problems is the product solving and how is that benefiting you?
Streamlining our conversations with the important people of our business--our customers.
Recommendations to others considering the product:
There is a lot to learn from Zendesk to help deliver better customer service.
Zendesk helps your team group effort to provide best support
What do you like best about the product?
I love that we assign tickets to team mates and also get to see each others tickets.
What do you dislike about the product?
Pending tickets sometimes end up falling through the cracks.
What problems is the product solving and how is that benefiting you?
It keeps the customer and the staff working on solving an issue all on the same page.
Recommendations to others considering the product:
Great product and helps managing tasks with a big team especially one that is not all in the same office.
Excellent Tool
What do you like best about the product?
It just does the basics very well. Easy way of keeping track of tickets.
What do you dislike about the product?
Nothing at all - Zendesk does exactly what is promised.
What problems is the product solving and how is that benefiting you?
A better method of managing customer support tickets and responses.
Good for small businesses
What do you like best about the product?
Zendesk is an easy to use support platform that is customizable with a lot of functionality, combined with a straightforward user interface.
What do you dislike about the product?
I wish the API had slightly better documentation to help with integration support.
What problems is the product solving and how is that benefiting you?
We use Zendesk internally and externally to customer support issue tracking and resolution. Zendesk provides basic analytics which helps us make more informed business decisions.
Recommendations to others considering the product:
Zendesk has a low barrier to entry, and can be a powerful tool if your company requires a support solution. Its easier to setup than many other ticketing systems, but can be more limited in some regards.
Very awesone tool
What do you like best about the product?
Very awesone tool. Easy to customise to meet your needs. Has the features Salesforce is missing. Love the scrolling announcements and alerts. Custom workflow make routing cases seamless. There are some basic functionalities missing from the end user experience I believe could enhance the overall experience. Very fast. I am not experiencing any lags or issues loading the app though there's a lot of data inside the app
What do you dislike about the product?
You have to be a little bit techy on exploring the use of the app
What problems is the product solving and how is that benefiting you?
none
Recommendations to others considering the product:
None
Probably the best tool on the market but much left to be desired.
What do you like best about the product?
It's flexible, extensible, and probably the best enterprise solution out there.
What do you dislike about the product?
Filtering of spam emails. There help support bot needs work surfacing the correct answers to questions asked by prospects and customers. When sales dept forwards an email into support because its a support related customer question the email sender is disconnected from an account and references the Sales rep as the inbound sender. It just messes up email to account tracking and it's extra busy work to fix. I would be willing to try a different tool if it met our needs and I was easy to setup.
What problems is the product solving and how is that benefiting you?
Centralizes support requests, for the most part.
Recommendations to others considering the product:
Take into consideration developer resources. The tool is more powerful if an engineer can build things to customize your reps workflow.
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