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Zendesk Suite

Zendesk | 1

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External reviews

5,687 reviews
from G2

External reviews are not included in the AWS star rating for the product.

    Marketing and Advertising

Nice Tool for Help Desk Support

  • October 25, 2017
  • Review provided by G2

What do you like best about the product?
I use ZenDesk to submit help desk tickets within my company. It's easy to use. I like the interface -- forms are easy to complete. Follow-up is good.
What do you dislike about the product?
What you see is what you get. Nothing about which to complain. I don't know how easy or hard it was to implement or to maintain.
What problems is the product solving and how is that benefiting you?
Help Desk support tickets. I am able to submit my issues to IT easily.

    Sam R.

Amazing!

  • October 25, 2017
  • Review verified by G2

What do you like best about the product?
It's so easy to set up and use! Their built in help center is a huge added bonus!
What do you dislike about the product?
It's a bit tricky to adjust the automation sometimes, EG: send a text to a customer when we have replied.
What problems is the product solving and how is that benefiting you?
We have alot of customers asking to subscribe, as this is a manual process for us it helps us work through them in a good timely manner.

    Abinandan M.

An easy to use Chat tool for Business

  • October 25, 2017
  • Review provided by G2

What do you like best about the product?
Automatic page triggers and the ability to see the visitor's viewing page is a big advantage as we can understand what the customer is looking for. Also, the shortcuts are very easy to use and save a considerable time in replying to the FAQ's
What do you dislike about the product?
Sometimes the website analytics in the dashboard crashes and will hang with monthly data. The chat widget is quite big and has a kind of old school logo which can be enhanced better.
What problems is the product solving and how is that benefiting you?
We are using it to handle real-time chat with our customers and we are able to achieve high conversion rate with the Triggered messages as we get a reply and understand what our customers want.

    Babis D.

It's easy to create a support for your website

  • October 25, 2017
  • Review verified by G2

What do you like best about the product?
It like how easy it is to create a support section for your website on that platform, and their responsiveness in terms of customers.
What do you dislike about the product?
Sometimes it take sometime to deliver you the support ticket that someone submited. Also most of the times it should get you a notification telling you that you got a ticket waiting for you, but most of the times it doesn't! You can check for yourself if you have any tickets to answer! it is awful to let your customers wait when they need your help and you don't know that they are waiting for you!
What problems is the product solving and how is that benefiting you?
We use it on my job as a support section for our website. Anyone needing help, goes there .
They use high security data encryption so there is no data loss, and they offer Professional services.
Recommendations to others considering the product:
It's the best to use Zendesk Support. It has everything a company needs for their customers!
Ease of use and excellent Support! Recommended! The price is at a good point and it offers many things that other supports don't. My company switched to Zendesk because of the more things they offer instead of other.

    Mike V.

the best support software

  • October 25, 2017
  • Review verified by G2

What do you like best about the product?
I love how easy it is to to navigate throughout the software.
I love the interface
The user UX is top notch
It has a intuitive User interface
I like how clean the font is on the application
I love how I can just log in and start my work on tickets
Zendesk offers great support on their software
The software is very quick at updating and getting around in the application
The knowledge base is very extensive for a support application
I love how all users can see each other update their tickets
I love how we can use macros on our tickets
Zendesk also offers a huge app directory that will definitely come in handy
I love that the apps are free
What do you dislike about the product?
It 's not easy to implement a HTML signature
Not enough customization in the software provided
It doesn't have the ability to see other users active on a particular ticket
What problems is the product solving and how is that benefiting you?
We solve issues with media across different Vendors.
We use Zendesk to manage all our tickets and correspondents
The biggest benefit of this software is how easy and fast we can solve tickets.
Recommendations to others considering the product:
I would highly recommend this to all helpdesk users that want fast and simple interface
Zendesk offers a nice interface to managing tickets.

    Sanjaya P.

Good Interface and have more features

  • October 25, 2017
  • Review provided by G2

What do you like best about the product?
the rating support and have tag between resolved problem, or ongoing problem, so we as administrator know, which one we need to resolve, and for ticketing system also good, between the progress of ongoing issue can send a chat along with it. five stars for it. and for live chat we can express our emotion with their emoji, which already include in this software. i will recommended this software for everybody who need easy setup and easy integration, no need to do by our self, the customer service will make your work with your client will be done on time. thank you zendesk support.
What do you dislike about the product?
the sound will be doubled when we clicked two tab
What problems is the product solving and how is that benefiting you?
fast support, and can be work in any devices, and also real time.
Recommendations to others considering the product:
keep good work.

    Internet

Powerful CRM tool to match almost all your CX needs

  • October 25, 2017
  • Review verified by G2

What do you like best about the product?
The use of automations and triggers is by far my favorite aspect of Zendesk. Reporting through Insights and Gooddata have helped solved many problems. Additionally, the customization of everything is very robust and it becomes apparent very quickly of why they're an industry leader.
What do you dislike about the product?
Unfortunately, while it is very robust, it misses some features you'd expect out of a CRM tool. One issue we were trying to solve was a ticket reminder system and to add an internal note automatically. This was not possible through any features, so a trigger/automation combo had to be created. This seemed like a simple feature to exist but it did not.
What problems is the product solving and how is that benefiting you?
We use Zendesk for order support primarily, as well as educating and guiding our customers in the features of our app. Zendesk is quick and efficient. It allows us to communicate with customers at a rapid speed and its internal reporting tools have helped us figure out key issues in our customer experience.

    Consumer Services

Gold Standard

  • October 24, 2017
  • Review verified by G2

What do you like best about the product?
I have been a customer of Zendesk for over 5 years. They are genuinely a group of nice people on a mission to change how people communicate and provide support. They are innovative and keep adding great features.
What do you dislike about the product?
Can feel a bit bloated as they expand their offerings. They were simply support requests, now they are so much more.
What problems is the product solving and how is that benefiting you?
Customers have issues. We are evaluating Zendesk in its ability to offer a great user experience.
Recommendations to others considering the product:
Ask your rep to explain their long term goals. If they are in line, they know what they are doing.

    Michelle B.

We absolutely love Zendesk.

  • October 24, 2017
  • Review verified by G2

What do you like best about the product?
The updated interface that is incredibly user friendly, the quick on-the-fly searches, the customization views, the knowledge base, the macros, everything!
What do you dislike about the product?
I wish we could integrate DocuSign into it for sending work estimates to customers for custom development, not a huge deal though
What problems is the product solving and how is that benefiting you?
We went from a tiny company to a small company with a huge client base very quickly and all of our departments suddenly needed actual processes in place. We switched to Zendesk and basically built internal workflow processes around it and have seen a drastic improvement in response time, tracking, and general satisfaction from both our users and the customers we support.
Recommendations to others considering the product:
Get it!

    Information Technology and Services

Best software for providing support services to the client.

  • October 24, 2017
  • Review provided by G2

What do you like best about the product?
We can track the lifecycle of a ticket raised by users.The functions like update,create and resolve are very easy to use.
What do you dislike about the product?
Sometimes the update to the ticket takes some time to view after refresh.
What problems is the product solving and how is that benefiting you?
The software helps in providing support to the client very efficiently.
Recommendations to others considering the product:
I highly recommend zendesk support because it makes resolving a ticket very easy and provides great support to the client.

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