Zendesk Suite
ZendeskExternal reviews
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Great ticketing system
What do you like best about the product?
Zendesk is a system very easy to implement into your organization. It takes just a few minutes to have it started. It has a lot of plugins administrators can integrate into.
We really love the mobile app which allows agents to work very flexible.
We really love the mobile app which allows agents to work very flexible.
What do you dislike about the product?
Social media functionality is limited , you cannot upload images (whether this a Facebook API limitation or Zendesk it leaves much to be desired. Also syncing between social media messages and Zendesk takes a bit of time.
What problems is the product solving and how is that benefiting you?
Zendesk is our main ticketing system and all the client support is done thru Zendesk. It help us easily look back to the was some tickets were solved and reduce the time to find solutions.
Wonderful, but pricey helpdesk
What do you like best about the product?
The ticketing system is great, especially since it ties in so well with Zendesk Guide and Chat, allowing you to create tickets across the suite.
What do you dislike about the product?
On lower level plans, most ad-ons require you to upgrade.
What problems is the product solving and how is that benefiting you?
We are now able to solve tickets in half the time using Zendesk Support. It is very intuitive and simple for our new agents to figure out.
Recommendations to others considering the product:
Great service if you are willing to pay the extra money.
The heart of our customer support team
What do you like best about the product?
Love that you can pass a ticket from one user to another
What do you dislike about the product?
I don’t like the the tickets sometimes show up in the junk box due to email serrings
What problems is the product solving and how is that benefiting you?
Communicating re technical issues and onboarding for clients
Recommendations to others considering the product:
Pricing can get expensive with lots of licences
Zendesk is great if you are able to pay for it
What do you like best about the product?
Ease of use in tracking of tickets and macros make life easier for support agents
What do you dislike about the product?
Reporting is nonexistent if you are on a lower level of pay tier
What problems is the product solving and how is that benefiting you?
Zendesk serves as our primary portal for assisting customers with their products
Zendesk cloud support
What do you like best about the product?
Zendesk is a great cloud based software used to turn ticket times around faster and efficiently.
What do you dislike about the product?
Few login issues..mostly new users. Once they got into the portal it was user friendly.
What problems is the product solving and how is that benefiting you?
Customer support to turn around fast response times
Recommendations to others considering the product:
Users must know the cloud database.
The best ticket management software in my opinion
What do you like best about the product?
This software, in addition to helping us manage tickets, could also be used to respond to FAQs. It can also connect with social networks to answer customer questions from there.
What do you dislike about the product?
The interface is sometimes a bit confusing for new users. It is not as intuitive as it could be.
What problems is the product solving and how is that benefiting you?
Now our response time is better than when we responded via email.
Recommendations to others considering the product:
For me, it is the best customer service for our website.
Best chat platform available!!!
What do you like best about the product?
Zendesk chat is so easy to use and to learn that it makes train a new colleagues a breeze. I love all the features it offers as well as the implementation of the system. It is easy to use on a desktop, laptop or cell phone. The knowledge base is also VERY easy to use and add to as needed! We also enjoyed how other platforms can be integrated into Zendesk, specifically the knowledge base.
What do you dislike about the product?
I hate how you can't have the round-robin feature unless you're a higher subscription type, also some of the reporting was hard to find when new to the system. Also seemed like some of the reporting was not correct or valid.
What problems is the product solving and how is that benefiting you?
Within Zendesk chat were able to train an Implement using chat very quickly. It's very user-friendly and easy to learn and use in the fast turnaround time. Everyone was able to fully see the chat process and implement very quick. There were no bugs or issues during implementation.
Recommendations to others considering the product:
Love how it works with Zendesk and tickets currently in the system
Very Practical
What do you like best about the product?
Zendesk Chat is a very practical chat tool that not only properly notifies you when you get a chat, but I love that it shows you who is active, who is IN a chat, who is "Away"; it also shows you the statistics of how many chats you have received throughout the day.
What do you dislike about the product?
It would be awesome if the Zendesk Chat tool would have the option of having a chat bubble when not in the chat tab. But besides that, I am very happy with it.
What problems is the product solving and how is that benefiting you?
It is very easy to use and it is great at notifying us when we get a chat from a client. Work is made easier with it. Also, the app is amazing. Very useful.
Recommendations to others considering the product:
It is great for any company that uses chat support. Very stable and has never given us any issues.
Brings many departments together
What do you like best about the product?
I like that all of our problems and requests are in one place instead of across various google docs!
What do you dislike about the product?
I think that the fields are as customizable as I’d like for our line of work.
What problems is the product solving and how is that benefiting you?
Having one central location to bring together various departments that are all working in the same issues.
Has potential but can be difficult to configure
What do you like best about the product?
Category features are a nice touch.its nice to have the option to creat your own if you don't see one listed in the presents.
What do you dislike about the product?
Navigation through the website was very confusing for me as an IT person so if I were to deploy a ticketing system with this I doubt my users would want to use it.
What problems is the product solving and how is that benefiting you?
A ticketing system
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