Zendesk Suite
ZendeskExternal reviews
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Amazing Help Center - Simple, Efficient, Clever Design
What do you like best about the product?
The ability to hid your articles and preview them before publishing is amazing. Creating intricate help center articles can be tricky, so seeing how this ends up on the other side really helps. I would love if they included an auto-save feature so that my work gets saved all the time, but still, having drafts is also one of my favorite parts of the system.
What do you dislike about the product?
The formatting and placing images can be tough, but that would be my only complaint. A little more customization would be nice too but small complaints really. Also the integration to our own site is also difficult and caused a bit of problems. Signing into Zendesk every day can be a bit cumbersome but it's still worth it.
What problems is the product solving and how is that benefiting you?
We're helping our clients realize the potential of our product. We have a pretty complicated system and our clients need as much help as they can get. The more help center guides we create, the better we can offer help with guides on our product. More guides makes my support team happy
Recommendations to others considering the product:
If you are going to use Zendesk Guide, make use of the way to customize and organize into sections. I would stray away from allowing comments until your company is at a point where they will be productive and can respond to comments in some form, otherwise shut them off.
Great for interacting with customers
What do you like best about the product?
Zendesk support provides an easy to use customer service platform. The employees using it have ease and the customer's using it are not stressed.
What do you dislike about the product?
The only thing I don't like about Zendesk is that it can be difficult to integrate into multiple webpages on a website.
What problems is the product solving and how is that benefiting you?
Zendesk was used to gain feedback from customers and allow customers to communicate any issues they were having.
Knowledge base software which is easy to use and great for collaboration
What do you like best about the product?
Easy to set up.
Clear organization of content.
Good for collaboration. Even people without any experience with Zendesk can start writing articles right away. Everyone was able to contribute to the help articles.
Supports localization.
Clear organization of content.
Good for collaboration. Even people without any experience with Zendesk can start writing articles right away. Everyone was able to contribute to the help articles.
Supports localization.
What do you dislike about the product?
Although Zendesk makes it easy for every team member to contribute to the content, the editor does not make it easy if you want to write something that's more than plain text/HTML. For example, it's really difficult to write code snippets with it.
There isn't a way to clone a help center.
There isn't a way to clone a help center.
What problems is the product solving and how is that benefiting you?
We use Zendesk Guide for our new help center. Our customers as well as ourselves use the help center frequently as a guide for using our products. It alleviates lots of burdens on our support reps and helps us create a "self-service" experience. Our support reps have been able to increase efficiency and decrease resolution time of support tickets.
Zendesk review
What do you like best about the product?
Useful to support technical helpdesk tickets
What do you dislike about the product?
Lack of customization and work flows to support ticketing systems
What problems is the product solving and how is that benefiting you?
Technical helpdesk support system
Zendesk Support
What do you like best about the product?
The best thing about Zendesk Support is the features and add-ons. The Round Robin assignment extension in particular is very useful for automating support ticket assignments.
What do you dislike about the product?
The UI can occasionally be not so user friendly.
What problems is the product solving and how is that benefiting you?
Zendesk Support allows us to have quick and efficient contact with our customers when issues arise.
Excellent product for customer support
What do you like best about the product?
We used tbe Zendesk. Suite and really enjoyed all of the features. Tbis saved so much time versus taking phone calls or emails for client questions or complaints. My clients feel they are takwn care of, and I know that their concerns are being handled properly. We use the chat feature ti service clients immediatly online. Tbis helps them to aviod waiting on the phone or my reps being tied up when they could be making another sale. We also enjoyed tje knowledge base for self starting clients. We know that many clients will utilize a system that allows them to get answers from reading as oppose to chat or calling. This puts the power in the hands of our clients. Unfortunately we no longer use this great software, bit I hope to use it agian soon.
What do you dislike about the product?
I personally do not like that they seem to use their own product. When I need support, it usually means I have many questions at the same time and cannot use a bot or chat to get answers. I know that these are great for most consumers but when I break down to fall support it is because I already read everything avaialble and was unable to gaet the proper response.
What problems is the product solving and how is that benefiting you?
We use to use this to aviod hiring extra people to wait for client support calls. Unfortunately we found many clients to be impatient and that after building a large client database, we needed a way to respond to the same questions from different clients. Especially the ones that didnt read the FAQ area on our web page.
Helpdesk ticket system for every business small and large
What do you like best about the product?
The ability to create rules to filter tickets based on severity and categorize by Business Name. It’s a great solution and will continue to use for years to come.
What do you dislike about the product?
Pricing can be a slight turn off, but it’s a top notch solution built on reliability.
What problems is the product solving and how is that benefiting you?
Helpdesk tickets logged and all requests resolved in a timely manner.
Great product for small to medium business
What do you like best about the product?
The ease of implementation and the add-on that we are able to utilize
What do you dislike about the product?
The monthly costs. Other that this we have a good product that works for us.
What problems is the product solving and how is that benefiting you?
Ticketing system. Reporting for metrics. User self-help.
Customizable Helpdesk with tons of integrations!
What do you like best about the product?
Very customizable! The ability to make workflows of rules is awesome. We use it for custom workflows and triggers to assign tasks to the appropriate groups.
What do you dislike about the product?
A little confusing to set up if you haven't used a product like this before. Webhooks are awesome but need to have a basic of understanding of how they work to use them. The full setup can be a little time sink-ish.
What problems is the product solving and how is that benefiting you?
Helpdesk with built in knowledge base.
Nice and Tricky
What do you like best about the product?
What I like best about zendesk is how it can be altered on a personal and large scale. I get that it has abilities to make your experience as quick as possible, however it can be difficult for basic features. It's great for internal use and leaving notes. I do like the different ways of 'solving' tickets.
What do you dislike about the product?
I dislike the features - IE changing font to bold, missing the CC ability - seems to be all BCC. At times - it would be nice to edit a internal note too.
What problems is the product solving and how is that benefiting you?
Having the chance to move tickets to your personal view and the benefit of putting emails 'on hold'.
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