Zendesk Suite
ZendeskExternal reviews
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Zendesk
What do you like best about the product?
I love that I am able to communicate real time with the people I am trying to help
What do you dislike about the product?
I do not dislike anything. It is perfect for my needs.
What problems is the product solving and how is that benefiting you?
I can get all my live help done in real time. No waiting
Recommendations to others considering the product:
I fully reccomend this.. It is one of the best things implemented in a long time. I have used this for a few years, and I really like all the useful tools it has. I have let my other friends and co workers know about this too. You can use it in amy business that you need to help your customers.
Zendesk Review
What do you like best about the product?
What I really like about Zendesk is that whenever I submit a ticket, I get a really quick response time compared to previous helpdesk programs that I have used before.
What do you dislike about the product?
What I really don't like is how the system has multiple conversation-threads set up. When I am talking to multiple people, if I get transferred I have to explain my issue AGAIN which can get tiring.
What problems is the product solving and how is that benefiting you?
The business problems that I am solving with Zendesk is for me to have proper and quick access to resources and people that can help me with any sort of ticket I might need help with immediately. The benefits that I have realized for Zendesk is that I am able to do my work quickly, even if I run into an issue with anything.
Great way to recconsistent information
What do you like best about the product?
I like that every request is going to be asked the same questions so the information is consistent across all issues.
What do you dislike about the product?
It seems like there aren’t always enough or the correct categories to choose from when submitting requests.
What problems is the product solving and how is that benefiting you?
Internal system concerns, requested customer reports, possible process improvements.
Support on cloud it's a game changer
What do you like best about the product?
Escalability
Easy configuration
User management
Keep track of every incident
Easy configuration
User management
Keep track of every incident
What do you dislike about the product?
Expensive
Mobile expirience could be improved
Very few personalization aspects of low-range licences.
Mobile expirience could be improved
Very few personalization aspects of low-range licences.
What problems is the product solving and how is that benefiting you?
Internal incidences
Client requests, incidents, problems
Keep track of each one and analize data to improve SLA
Client requests, incidents, problems
Keep track of each one and analize data to improve SLA
Recommendations to others considering the product:
Its expensive, but worth it.
Good helpdesk solution
What do you like best about the product?
Good and cheap entry basic plan, nice interface and workflow.
What do you dislike about the product?
Price of advanced plans, fewer features than other helpdesk solutions.
What problems is the product solving and how is that benefiting you?
helpdesk
customer satisfaction
customer satisfaction
Recommendations to others considering the product:
Good for basic plan, but I think there are better quality/price options for most advanced plans.
My experience with Zedesk
What do you like best about the product?
Zendesk is easy to set up and configure, to customise and to configure on an ongoing basis as changes are needed. The macros and other functions enable easy and quick replies to customer queries and the tagging system allows for queries to be tagged for reporting metrics.
What do you dislike about the product?
For us we use this as a ticketing system for our customers with problems, if we need to send part or a replacement unit, we totally have to change to our other system and order from there, I wish it would have that capability to have that in there.
What problems is the product solving and how is that benefiting you?
As mentioned in the first paragraph - Once you know how all the feature works together and set your automation and trigger rules, this tool makes my life so much easier.
Recommendations to others considering the product:
I heard that Zendesk is easy to implement. The value of using Zendesk is great.
Best Service Desk Application
What do you like best about the product?
So easy to use with limited issues when using.
What do you dislike about the product?
SAML integrating was changing for us to use.
What problems is the product solving and how is that benefiting you?
Help desk
User friendly chat option
What do you like best about the product?
I like the analytics shown by Zendesk. It allows you to break down specific agent information which is helpful. You can check each agents statistics very easily. I also like the fact that it has triggers, which makes reaching out to specific clients a lot easier. I like that we can see who is currently online. If we needed to reach out to a customer, although it may be odd, we can.
What do you dislike about the product?
Honestly, there is not much I can say about what I dislike. If I had to come up with a reason, I would say that the way the chat looks on our client end is very simple. This may be something we can change the look of, but that is not something I am aware of. Another thing that came to mind is the way chats are exported. It seemed very difficulty to find specific chats when exported.
What problems is the product solving and how is that benefiting you?
The company is basically ran mainly through the internet, so we rely on clients being able to chat with us to ask questions, verify new account, etc. Without a chat option, we would most likely have to rearrange a large portion of our tasks.
Recommendations to others considering the product:
I would recommend adding in better export options. The current option makes finding a specific chat a little too difficult and not worth it. This is not something we would use a lot, but would be nice to have in certain situations!
Great for Customers and Customer Service Reps Alike
What do you like best about the product?
Zendesk has made corresponding with customers a breeze. With functions like macros, and merging tickets, it makes forming emails quick and organizing tickets easy.
What do you dislike about the product?
The "internal note" function does not work.
What problems is the product solving and how is that benefiting you?
We were having efficiency issues but having out entire team use Zendesk with macros and shortcuts, has really helped.
Click to Chat
What do you like best about the product?
Multitask possible, whisper chat available gives flexibility to co-ordinate and consult with colleagues to provide accurate response/help to customers. Helps to understand and fix the issues quickly.
What do you dislike about the product?
Few major features not available or available with additional cost like Video call, Co-browsing
What problems is the product solving and how is that benefiting you?
Operations and Sales team wanted solution which can cover all medium of interaction and support to customer also can track lead generation and performance of team members.
Benefited with resolution of above issues and got lot of additional features like Analytical reporting, translation, visitor monitoring etc.
Benefited with resolution of above issues and got lot of additional features like Analytical reporting, translation, visitor monitoring etc.
Recommendations to others considering the product:
Analyse upfront on the features you really need. You may have to pay extra for some of the essential feature you really want.
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