Zendesk Suite
ZendeskExternal reviews
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Zendesk review
What do you like best about the product?
The fact that customers can interact with me in a variety of different ways.
What do you dislike about the product?
Compared to other ticketing systems I have used, this one isn't the most user-friendly
What problems is the product solving and how is that benefiting you?
help desk tickets. better management of IT issues.
Recommendations to others considering the product:
none
Excellent tool!
What do you like best about the product?
It allows to automate response to our customers. The software is really easy to use and understand.. it has a very great robust reporting and advanced analytics which is really helpful to any company.
What do you dislike about the product?
The premium features are way better than the ones in basic and the premium is tad expensive.
What problems is the product solving and how is that benefiting you?
Easy to use Tracks all issues and provides reports Improves efficiency and service quality. The ticketing system works really well.
Awesome Help Desk Experience
What do you like best about the product?
We used Zendesk at my current job, we have since switched away to Jira Service Desk. We have lost so much functionality and most of the team wants to switch back, Zendesk does everything we need and more!
What do you dislike about the product?
Cost is why we switched away, Jira is considerably cheaper, however the functionality gap is considerable.
What problems is the product solving and how is that benefiting you?
Support desk, this tool made our jobs easy.
Great product
What do you like best about the product?
It's an intuitive program - well designed and well explained through support. Easy for customer service teams to understand as well, which they especially like because it makes their jobs easier. Reporting is great - gives good insight.
What do you dislike about the product?
It can be a lot of setup work if you're using macros. Once complete, it saves a huge amount of time.
What problems is the product solving and how is that benefiting you?
Automating responses where possible, allows for shorter response time.
Recommendations to others considering the product:
Worth the setup time.
Keeping it simple is always a great thing
What do you like best about the product?
The ease of use with Zendesk Support is always a great experience. From the first time using Zendesk to using it today, the experience is always great! Any user at any experience level can easily learn to use this great product.
What do you dislike about the product?
Don't really have any gripes with the product, to be honest. I only ever run into a refreshing issue here and there but that's about it.
What problems is the product solving and how is that benefiting you?
Solving issues for clients that are using my company's CRM software.
Recommendations to others considering the product:
Highly recommend Zendesk for its ease of use and ability to easily train users on the product.
Easiest Customer Support Application
What do you like best about the product?
Ease of use and ability to keep track of all open, pending or closed tickets in one system.
What do you dislike about the product?
The inability to reply to the email in your normal email account (such as Gmail) and have that update the status of the Zendesk ticket on the platform. Inability to see photos in the email as well, you must check the downloaded attachment every time and it makes it difficult to follow along sometimes.
What problems is the product solving and how is that benefiting you?
From agents all over the SoCal region that need help on an ongoing basis. Easy to keep track of all correspondence with one person, client, agent.
Recommendations to others considering the product:
Improving the integration of attachments or images to the zendesk ticket.
Zendesk Support Enables Me to Do My Job
What do you like best about the product?
Easy ticket management, tagging, great and extensive API
What do you dislike about the product?
Has the tendency to get very slow, some functionality is limited
What problems is the product solving and how is that benefiting you?
We do all of our email and chat based support, and host all of our documentation on ZD Support
Learning Curve
What do you like best about the product?
What I like best about Zendesk is that it is very organized. When a duplicate ticket is made, the previous ticket is closed and the new ticket is linked. You can see exactly who is working on a ticket in real time, and the reporting is very educational.
What do you dislike about the product?
What I dislike about Zendeks is the emailing System. It is a bit confusing and now even months after starting to use the software I am still having issues with it. I wish it was more of a standard email format.
What problems is the product solving and how is that benefiting you?
The business problems I solve with zen desk support are customer service relation issues such as clients account questions and billing.
Recommendations to others considering the product:
There is a bit of a learning curve but once you understand it really expedites things
Zendesk Enterprise plan
What do you like best about the product?
We already know Zendesk is a great support tool, but with the enterprise plan you can set up multiple Brands with their own workflow. This is so powerful
What do you dislike about the product?
It's not cheap but if you need this feature is value for money. You need to train yourself on this enterprise plan, because you can customise so many things.
What problems is the product solving and how is that benefiting you?
After a one time setup phase you can service a whole customer service department with just a few resources
Zendesk chat works great and is great addon to zendesk
What do you like best about the product?
That is plugs and plays proper with the zendesk service suite
What do you dislike about the product?
Sometimes the chat fails to load and seems to slow the site down
What problems is the product solving and how is that benefiting you?
allowing customers to chat with our reps in real time without having to pickup the phone or use email which may not make it in time or get sent to spam
Recommendations to others considering the product:
nice and smooth live chat feature that integrates nicely with the zendesk suite of customer service functions. We highly recommend their full services as it makes for a nice all in one dashboard for customer services within one URL custom to your business
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