Zendesk Suite
ZendeskExternal reviews
6,541 reviews
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Excellent product, very intuitive
What do you like best about the product?
I have to appreciate that this is a very user friendly and intuitive tool
What do you dislike about the product?
NA, i have no dislikes at this time. the product has been living up to my expectations
What problems is the product solving and how is that benefiting you?
Our ticketing system has improved our workflow and response time.
Recommendations to others considering the product:
Very intuitive, user friendly
Very Easy To Use - User Friendly
What do you like best about the product?
Once we implemented Guide, out customers had great feedback regarding the UI and what they see.
What do you dislike about the product?
Sometimes it is challenging to roll out the changes as fast as we would like.
What problems is the product solving and how is that benefiting you?
Our customer service portal is top notch.
Recommendations to others considering the product:
Keep doing what you are doing! This product works great for us as we transition from a start up and take the next steps. I have been very happy with the product so far. Keep it up and thanks for providing this for us!
Best Help Desk Software
What do you like best about the product?
All the available features are good in the application. Automations – Ticket routing, scenario automation and Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM are the best features of this software.
What do you dislike about the product?
Cannot send an automated acknowledge email to the user, when we receive email.
What problems is the product solving and how is that benefiting you?
We have managed Customer Queries Efficiently and Extended support with integrations with many customizations. Easy to set up for the agent and cost-effective.
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 Not only do I feel as though it is a bit outdated in regards to convenience and overall usefulness.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.
Great for reporting, not so great on the customer's experience
What do you like best about the product?
I love how robust this thing is. The chat module can be completely customized with color, size, questions, etc., and you can have it only appear to select groups (which can be connected up to salesforce to determine the right groups). It works really well for our tickets and to be able to disposition out our tickets to go 3-4 layers deep into why they're actually chatting in. The reporting is incredible as well. If you're connecting Zendesk up to a BI reporting tool, their API is very robust, and you can pull almost everything that you can dream up through it.
What do you dislike about the product?
The two things that haven't been ideal are the setup required and the customer's experience. This requires an enormous amount of time to setup correctly (months). And unless you have a technical in-house team, you'll be paying a lot money to Zendesk for pro-services (they do have a lot of good crowd-sourced help-articles online which definitely helped). The second was this definitely feels like a tech-support tool. Some might say "well duh, that's what it is." They're right, but the UI and feel of the chat could be better to create a better experience for the customer. When you don't have chat agents online, It doesn't feel like a conversation, it feels like you're creating a ticket that will get looked at soon.
What problems is the product solving and how is that benefiting you?
Customer support and technical services.
Recommendations to others considering the product:
Have a techincal in-house team.
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 to Navigate, Program, Use
What do you like best about the product?
Zendesk has a number of functions allowing emails, calls, and chat between customer service reps and customers. I like that you can use multiple functions at once, emailing in a ticket while replying to a chat. It is so easy to set triggers, manage the flow of incoming tickets, set goals, and read clear metrics. Getting new customer support agents set-up is simple, with a beautifully designed interface. Zendesk is a clear and simple tool that makes communicating with customers manageable and easy.
What do you dislike about the product?
Zendesk can be somewhat glitchy sometimes. There are a few things I would like to be able to do but cannot (For ex. Closed tickets cannot be reopened). I have not run into many problems as Zendesk is easily customizable and can be formed to fit any companies needs.
What problems is the product solving and how is that benefiting you?
Zendesk allows our company to manage and maintain a direct line of communication between users and customer service.
Recommendations to others considering the product:
Use it! It is absolutely wonderful!
The only way to reach Correspond.
What do you like best about the product?
I like that at its busiest the Zendesk service still makes its understandable and easy to use.
What do you dislike about the product?
I do dislike that tags can be a bit too cumbersome at times.
What problems is the product solving and how is that benefiting you?
We are reaching out to our growing subscriber base and making it possible to be reached even as our numbers increase.
Incredible Productivity tool
What do you like best about the product?
Super simple to get setup and create rules for support request creation and modification. Has completely revamped the productivity here and given our small IT staff control over all requests that come in and stay organized.
What do you dislike about the product?
Email setup took a bit of work, but I think it was probably due more to our hokey setup than anything else.
What problems is the product solving and how is that benefiting you?
Central tool for all of our in house Help Desk.
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
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