Zendesk Suite
ZendeskExternal reviews
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Zendesk is a great customer support product and helps to exponentially increase agent productivity.
What do you like best about the product?
I love the ability to create macros, business rules and the abundance of integration apps available in their marketplace. A combination of these helps my staff do their work way faster than they were able to in the past.
What do you dislike about the product?
I don't like that the zendesk chat/support widget can't be embedded in salesforce in the bottom like a pop up. Most importantly, Good Data, their analytics tool is very complicated to use unless you are a fluent techie.
What problems is the product solving and how is that benefiting you?
We tried to:
1) Reduce the number of similar kinds of tickets we kept providing support on.
2) Create more automations in our tickets and SLAs
3) Provide a more seamless support experience to the user.
Our agents are able to work much faster now and with automations, they don't need to do certain tasks manually. Our users are able to see statuses of their tickets and learn about business processes through zendesk guide so they are also better informed.
1) Reduce the number of similar kinds of tickets we kept providing support on.
2) Create more automations in our tickets and SLAs
3) Provide a more seamless support experience to the user.
Our agents are able to work much faster now and with automations, they don't need to do certain tasks manually. Our users are able to see statuses of their tickets and learn about business processes through zendesk guide so they are also better informed.
Recommendations to others considering the product:
I would highly recommend this product to any company with a helpdesk. If you want to empower your agents for success and ensure that your users are able to move in a self serve direction - this is the right tool for you.
Flexibility and scalability = Zen
What do you like best about the product?
We used Zendesk for our certification for users and loved the ability to track certain user journeys as they used our training. Zendesk is also incredibly flexible in what it can do with custom coding.
What do you dislike about the product?
I disliked the clunky navigation. Well, clunky isn't fair. It just felt like a lot of menus to get where I needed to go. I also disliked that links are only available a certain article- you can't copy pictures or videos and put them into different articles.
What problems is the product solving and how is that benefiting you?
Scalability was a huge problem that we solved with Zendesk. We kept track of so many variables manually that Zendesk solved for us that was a huge plus.
ZenDesk
What do you like best about the product?
Its nice having pre made macros to send out
What do you dislike about the product?
The lack of amount of macros available as well as being able to track feedback is difficult to understand.
What problems is the product solving and how is that benefiting you?
We use it for customer relations as well as keeping track of things that need to be taken care of.
Meets Requirement. Has Scope of Improvement
What do you like best about the product?
The support ticket creation feature is easy to use.
What do you dislike about the product?
If there are Multiple Categories, the option to choose options from each subcategory can be made easier.
What problems is the product solving and how is that benefiting you?
Internal IT support
Zendesk Review
What do you like best about the product?
Ease of access right out of the box. Also the support has been responsive and top notch.
What do you dislike about the product?
Some of the reporting and addtional add-ons could be a little easier to use and understand.
What problems is the product solving and how is that benefiting you?
Ticketing and SLA system
Recommendations to others considering the product:
great product but if you want to go deeper with reporting you will need an someone that is experienced in report making.
Great tool forever
What do you like best about the product?
Easy to use for both customers and internal end users.teams can access globally, which helps to update real time without waiting for confirmation from others. User-friendly interface which takes less time to onboard the people. It helps to track bugs /fixes. Easy reporting and integration which makes life easy for management. Would recommend for each organization
What do you dislike about the product?
It has everything that's required for the customer-oriented organization. So far I don't see any concern
What problems is the product solving and how is that benefiting you?
it helps a lot as it supports Jira integration
Recommendations to others considering the product:
Yes
Great CRM for small and medium sized businesses
What do you like best about the product?
I've used Zendesk extensively over the past six years, seeing it grow in functionality over time. Although there are some limitations, like any platform, Zendesk is great for medium and small businesses that expect less than 500 support tickets per day. Implementing Zendesk and building out their reporting dashboards may take time but once they're setup your CRM will need minimal adjustment, when done right.
What do you dislike about the product?
I do wish their reporting was a bit more robust and live. Currently, their GoodData reporting allows you to view statistics from yesterday and before, but live. They do offer pre-built reports but it would be great if it was easier to create more advanced reporting.
What problems is the product solving and how is that benefiting you?
For a small company, Zendesk allows us to implement and manage a robust and affordable support infrastructure that provides self-service, email, and social support to our customers.
A go to live chat software for all the companies
What do you like best about the product?
Easy to switch option between the desktop and laptop and mobile helps in easy navigation and fetching the details from distinct devices in a single go.
What do you dislike about the product?
It's quite expensive and thus for new users seems bit dizzy.
What problems is the product solving and how is that benefiting you?
Being compatible with all the devices it makes it easier for me to communicate and attend the clients even while traveling. It helps me in enhanced chances of troubleshooting.
Zendesk is complicated, yet helpful.
What do you like best about the product?
does what it is supposed to do, and it does it well. . As far as support rep work goes, it's simple, to the point, and it integrates well with many tool because it is such a large company. Many o f our users are able to use it right off the bat, and others need to be taught a little.
What do you dislike about the product?
Interface is a bit cluttered, hard to find certain options and such.
What problems is the product solving and how is that benefiting you?
All kinds. HR problems, customer complaints, bookings, live chat with customers about questions they have with us. It definitely makes us feel closer.
Good overal but needs improving
What do you like best about the product?
UI is constant across platforms such as tablets phones and desktop. Oversimplified UI makes it easy to show new reps how to use the system.
What do you dislike about the product?
The email reply system is glitchy AF. For example the emails take about 15 minutes to surface into the system.
What problems is the product solving and how is that benefiting you?
We use it for tracking customer issues via email as well as integrating Issue resolution teams with the UX. However I wish It were better suited for actually finding customer data within Zendesk itself rather than relying on 3rd party apps to do so in the real world. A fully integrated solution would be WAYYYYYYYYYY WAYYYYY WAYYYY better.
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