Zendesk Suite
ZendeskExternal reviews
6,666 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great chat experience
What do you like best about the product?
The ease of use for this software is amazing. I switch between billing and support daily, and I use Zendesk chat for both. It is great being able to give customers a way to reach us other than having to call in on the phone. A lot of people prefer chatting because it is less time consuming as they can multitask when chatting. When I am doing work in customer Support, there is an option to take the chat that has been waiting for the longest. When I am in billing, someone from Support will notify me when there is a chatter wanting to talk to me in billing. I will then go in and cherry pick the correct chat from the queue. Having those two options of which way to take a chat is really cool, as the two different departments take the chats in different ways. It is also capable of keeping track of different stats. I can see what days were more busy than others, how many chats I've taken in a week, how many the company has taken as a whole, any trends, etc.
What do you dislike about the product?
Honestly, I don't have any dislikes for this software. It has been so easy to use and makes it easier to connect with our customers. When there are no agents on the chat, it will create a ticket for us to follow up on as soon as somebody goes online.
What problems is the product solving and how is that benefiting you?
It is helping us come closer to our customers, and giving our customers a more convenient way to contact us.
Recommendations to others considering the product:
Great chatting software.
The best, but still missing common features for B2B support
What do you like best about the product?
The administration is very easy and API is pretty good. The Agent interface is also great compared to other solutions. The move to AWS SES for improved email deliverability is great.
What do you dislike about the product?
No method of making Read Only custom end-user or organization fields. Fields cannot be clickable hyperlinks. You can not report on User activity with the Explore addon. Zendesk own community run on Zendesk has hundreds of duplicate Feature requests that are not curated or responded to in a timely manner by their employees. (am not saying F.R.s getting fulfilled, just acknowledged). API Rate limit does not scale with number of agents or customers, you have to pay for the addon. Zendesk Talk is not as feature rich as other solutions.
What problems is the product solving and how is that benefiting you?
The need was to consolidate to a single platform for B2b support with the integrated community and VoIP solution. We can now have remote employees that use the intergrate voip with ease. The
Recommendations to others considering the product:
There are lots of limits that are not properly documented in a known limitations doc. Make sure you test the $%*$& out of Zendesk with the workflow you are looking for prior to buying.
Best Helpdesk !
What do you like best about the product?
Client Experience of making and presenting a ticket is so natural and instinctive. It gives an alternative method to make and get calls directly in the application. Further enabling us to track and record calls for user data analysis.
I loved that they integrate with all human possible communication modes, like texts, calls, voice-based assistants etc.
I loved that they integrate with all human possible communication modes, like texts, calls, voice-based assistants etc.
What do you dislike about the product?
I really dont think that this tool has anything that bad to dislike. Its one of the best helpdesk solutions.
What problems is the product solving and how is that benefiting you?
We were using it for ticket generation and case handling of the customers. We use it for users to lodge a customer care help request based on their accessible mode of communication without additional efforts. User just calls in, texts, emails or speaks up to the assistant and the tickets are generated for the same. This is simple streamlined and amazing.
Recommendations to others considering the product:
Perfect tool for the purpose of helpdesk management, its a must use!
Good basic ticket system
What do you like best about the product?
Very simple and looks good. iOS and Andriod app for the agent support is very clean and easy to navigate.
What do you dislike about the product?
Too simple of a ticket system overall it's nice if you are starting to build a ticket system for a middle business.
What problems is the product solving and how is that benefiting you?
Help desk support for end users at in-house support across North America.
Zendesk is great
What do you like best about the product?
I really like how zendesk tracks such granular metrics the provided dashboards are easy to understand and I like how you can compare industry averages to our own helpdesk
What do you dislike about the product?
their dashboards could be easier to set up for the customized insights. It can get granular but the UI is not intuitive.
What problems is the product solving and how is that benefiting you?
we are able to make data-driven decisions using zendesk which allows us to create a more user friendly product
Recommendations to others considering the product:
Easier dashboard set ups. Shouldn’t be that hard to setup customers dashboards in insights
Powerful tools
What do you like best about the product?
The ability to sort tickets and add powerful add ons like guru and send text messages.
What do you dislike about the product?
There are times when tickets do not populate or get lost unassigned.
What problems is the product solving and how is that benefiting you?
Inbound and outbound ticket support. Easy to make sure SLA's are met.
Get tickets from all channels
What do you like best about the product?
Zendesk make it easy to gather all support requests in one place. Regarding of channels, any customer support rep can have access and grab any case request right away. The analytic part of the solution is great too. For the Reps, it is great to be able to track their KPI's.
What do you dislike about the product?
The interface needs some visual improvement. Sometimes buttons are hard to find or located in not so convenient areas
What problems is the product solving and how is that benefiting you?
We had requests coming in from all sort of channels. Zendesk consolidated all of those into one single tool.
Zendesk a software with a fantastic messaging service.
What do you like best about the product?
It is a platform that leads in the area of call center companies. It is of great pleasure that Zendesk offers us the function of instant messaging to the possibility of chatting with our customers, thus greatly helping to improve the commercial relationships we have with them.
What do you dislike about the product?
It does not offer document storage or automated routing. Zendesk does not have network monitoring either. It does not offer stored documents or detailed information about the clients' experience. Nor does it have an option to implement video calls.
What problems is the product solving and how is that benefiting you?
The chat features offered by Zendesk are wide and varied, giving us better communication with our customers. Its channel system is varied, and shows that there are many ways to get engagement from our regular customers. It is good for creating detailed reports of customer information.
Recommendations to others considering the product:
We recommend Zendesk for the management of the reports. It is a good option for those companies that want to be in contact with their customers, it is good to interact by various means either by email or phone and allows to track calls. We recommend it.
Zendesk Review
What do you like best about the product?
It is the best for organization and ensuring all incoming emails are handled accordingly. I like that it integrates well with numerous other apps.
What do you dislike about the product?
Sometimes there are issues with Service Level Agreement timers on tickets, causing them to be lost.
What problems is the product solving and how is that benefiting you?
Handlign incoming emails, recording notes from calls, handling with linked apps like our internal backend as well as apps like Sprout and Trello.
Zendesk Support and Engagement Review
What do you like best about the product?
Zendesk can be used to meet the needs across any platform, business, educational helpdesk support, or company. The customer/user service products are flexible and readily available, easy to use.
What do you dislike about the product?
Pricing; "per agent per month" can be brutal. Depending on the number of users, the suite is ideal however a high number of agents may not yield financial efficiency.
What problems is the product solving and how is that benefiting you?
Help Desk needs of users
Recommendations to others considering the product:
It's a fantastic platform for engagement and ease of use. The pricing can be high depending on your implementation of services and number of users.
showing 5,111 - 5,120