Zendesk Suite
ZendeskExternal reviews
6,666 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Good Helpdesk solution
What do you like best about the product?
automated tools, ease of use, ability to track and report on tickets
What do you dislike about the product?
email setup was not easy - but we eventually figured out that the issue was on our end.
What problems is the product solving and how is that benefiting you?
one pane of glass for all IT support requests
Great resource for projects and remote associates
What do you like best about the product?
Offers email, chat, voice, and social media response that can be catagorized, filtered, and sorted easily by any user.
What do you dislike about the product?
Sometimes slow, occasional application issues where associates cannot login or features may not work
What problems is the product solving and how is that benefiting you?
Remote 1099 associates use this platform for a variety of clients to answer customer inquiries for billing and customer service.
Recommendations to others considering the product:
Do your research to ensure this platform can handle the workload youll be presenting your team.
Great for Tickets!
What do you like best about the product?
Zendesk Tickets are very easy to create and an email update is sent to you once it's created. If someone comments on the ticket you are notified via email and able to respond right away. I like that it connects us with IT and allows them to monitor the work they do for the company. I also like that it provides you with a survey once the task is complete.
What do you dislike about the product?
The only dislike I have on the system is when trying to locate the ticket. I get it through email originally but theres no link to the ticket in the email. It would be much easier if it could direct you to the ticket. Also it would be useful to tag people like other managers in the ticket. Currently there is no feature like this, which allows management to be on the same page with issues.
What problems is the product solving and how is that benefiting you?
We use Zen Desk to communicate with any IT issues or hardware issues. If something is broke whether it's hardware or software this alert the IT department and we can see immediately when they respond. This allows the turn around time to be very quick and efficient.
Recommendations to others considering the product:
This is very easy to use to communicate interdepartmental!
Zendesk explore is intuitive
What do you like best about the product?
It was easy to create charts and dashboards. It provided quick analysis of our zendesk data and was able to drill down to it.
What do you dislike about the product?
Not enought connectors to connect to our data sources
What problems is the product solving and how is that benefiting you?
Ability to share the data with the executive team
Good support tool
What do you like best about the product?
The best thing about Zendesk is that it provides a very complete and useful tool to solve the problems of our clients through the web and using a simple chat that invites the user to ask their questions. It also seemed a great success the possibility of creating a bot that responds automatically to the questions of the users.
Another useful feature of zendesk is that it makes it possible to see the user's information in real time, for example, it is possible to see which page they are on, which browser, IP, support history, etc. each user has.
Through the zendesk dashboard we can manage not only the users but also the support staff managing roles, permissions or assigning them to different categories or levels of support. In this same dashboard we can observe the conversation histories, images sent by the support workers as well as the punctuation given by the users based on the help given and if the problem they presented has been solved.
Another useful feature of zendesk is that it makes it possible to see the user's information in real time, for example, it is possible to see which page they are on, which browser, IP, support history, etc. each user has.
Through the zendesk dashboard we can manage not only the users but also the support staff managing roles, permissions or assigning them to different categories or levels of support. In this same dashboard we can observe the conversation histories, images sent by the support workers as well as the punctuation given by the users based on the help given and if the problem they presented has been solved.
What do you dislike about the product?
Most of the useful functions are only available for the licensed plan such as visitor tracking, conversion analysis. I also do not like that sometimes there seems to be a certain delay when loading the chat when the user has a bad connection.
What problems is the product solving and how is that benefiting you?
We were looking for an application to support our customers through our web portal and find Zendesk Chat in its trial version, after trying it we decided to buy your license and until now we are satisfied.
Recommendations to others considering the product:
I recommend that you buy the most complete license since it has the most useful features and it is mandatory if you want to manage your site well, especially if you have a large website and a large support staff.
Works fine for the most part
What do you like best about the product?
I can get tickets submitted pretty quickly.
What do you dislike about the product?
As a light agent it's not always easy to keep a handle on your customers' tickets when you have a lot of accounts. Also the app is not that intuitive; the features are quite limited. You can't consistently copy and paste a screenshot or image into a ticket. It's annoying to have to save and attach
What problems is the product solving and how is that benefiting you?
We have a community and use it for customer facing help Desk tickets and PCRs
Recommendations to others considering the product:
None
Zendesk support is a platform that allows you to organize and control CS through tickets
What do you like best about the product?
Organization
Control
Administration
Personalization
Design
Configuration
Automatization
Service Incident Control
Users management
Control
Administration
Personalization
Design
Configuration
Automatization
Service Incident Control
Users management
What do you dislike about the product?
Data Analysis
Reports lacking
QA Support
Knowledge base
Communication through departments
Search support
Reports lacking
QA Support
Knowledge base
Communication through departments
Search support
What problems is the product solving and how is that benefiting you?
Customer Service Management
We can control customer incidents
Analize data and customer behaviour through the time
We can control customer incidents
Analize data and customer behaviour through the time
Recommendations to others considering the product:
I recommend daily use, in case you need support contact the help center.
For users I recommend to personalize customer experience, check tickets status so you will not have problem with the analitics.
I recommend zendesk chat, works really good together with zendesk support.
For users I recommend to personalize customer experience, check tickets status so you will not have problem with the analitics.
I recommend zendesk chat, works really good together with zendesk support.
Best Customers Support
What do you like best about the product?
Being marketer with small business I have to manage customer support myself where Zendesk helps me to to this. Quite easy to handle and best thing is the email support.
What do you dislike about the product?
Nothing to dislike in this product, while this app help me to solve customers problem.
What problems is the product solving and how is that benefiting you?
We are running the small business for marketing and advertising where our customer always demand for support portal instead of sending mail. We used it for create ticket, follow up and many more.
Recommendations to others considering the product:
Customers support essential for your business many a tool is there but Zendesk is reliable for business & customers as well.
User of help desk
What do you like best about the product?
This tool is very user friendly which is hard to come by sometimes
What do you dislike about the product?
I can not say i dislike anything. I can navigate it easily
What problems is the product solving and how is that benefiting you?
I am solving an issues we encounter at work with consumers
Zendesk has streamlined communication between our support staff and our customers.
What do you like best about the product?
All of our support requests are consolidated into a single system (no more shared mailboxes, hooray!).
What do you dislike about the product?
It can get very expensive, very quickly as you add users and as you want access to more features.
What problems is the product solving and how is that benefiting you?
Our team used to use a shared mailbox to handle support requests (yuck!). We had multiple support team members working on the same support request at once. When a team member was absent, nobody knew what they were working on. Zendesk has helped us consolidate our support requests, has created accountability among staff members, and has greatly improved our efficiency.
Recommendations to others considering the product:
Zendesk will improve your support team's internal and external communication. We can't picture our life without it, but it can get very expensive as you grow.
showing 5,191 - 5,200