Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Easy to use chat software
What do you like best about the product?
I like that we can set different departments with different staff to manage chats through for our different websites.
What do you dislike about the product?
I don't like that sometimes a wrong department will get alerted for a chat that should not.
What problems is the product solving and how is that benefiting you?
We are able to secure more leads from our sales websites from people who prefer chat over other communication methods.
Recommendations to others considering the product:
Look into their segmentation options with departments
Customer support tool!
What do you like best about the product?
I do like how easy the website is to use.
What do you dislike about the product?
I do not like the support from their team. They always answer by email and it's super hard to reach them by phone. Also, the app crashes quite often. The title of the ticket leads so when clients reply to an old ticket it links everything together and it can be confusing.
What problems is the product solving and how is that benefiting you?
Having a support platform for our whole team which is spread across Canada.
Recommendations to others considering the product:
It is fairly easy to use. I would say use macros as much as possible this will save you time and headaches.
zendesk
What do you like best about the product?
the ease as a ticketing tool to manage cases with department colleagues
What do you dislike about the product?
we just started with the tool so I can't give you any negative feedback
What problems is the product solving and how is that benefiting you?
We resolve our clients' issues as well as assign them a priority for the SLA.
It gets the Job Done
What do you like best about the product?
Zendesk is easy to use and has many helpful features.
What do you dislike about the product?
It sometimes slows down and freezes at busy times.
What problems is the product solving and how is that benefiting you?
We can talk to customer with ease using email and chat.
Great product
What do you like best about the product?
It is easy to follow and has the internal "noting' system that multiple employees can be a part of.
What do you dislike about the product?
I wish it had an auto "your request is still being reviewed, please be patient" type message after a certain timeframe you select so customers can be aware.
What problems is the product solving and how is that benefiting you?
Sometimes it is confusing when multiple responses are sent back and forth with multiple people.
Help Desk Support
What do you like best about the product?
It is great at tracking, prioritizing, and solving customer support tickets.
What do you dislike about the product?
Problems are harder to resolve and it is more expensive.
What problems is the product solving and how is that benefiting you?
Solving technological and data implementation problems. We also use it to help customers using our services.
Adequate
What do you like best about the product?
Reliable service. Good integration with rest of the Zendesk platform.
What do you dislike about the product?
Few of the bells and whistles offered by competing products.
What problems is the product solving and how is that benefiting you?
Interacting with website visitors live on our site.
Works great!
What do you like best about the product?
Solid ticket management options, including social media. Support for ITIL and automatic workflows. Good integration options
What do you dislike about the product?
Potentially high price tag. Best features only available at higher pricing tiers. Lacks enterprise features such as change and asset management
What problems is the product solving and how is that benefiting you?
Zendesk Support does a good job as an SMB-oriented helpdesk platform. While its support for ITIL seems to indicate more of an enterprise orientation, its lack of big business features such as change and asset management say otherwise
Recommendations to others considering the product:
NA
Great Help Desk and KnowledgeBase System
What do you like best about the product?
Zendesk is a great product for small, medium and mid-sized companies that are just establishing processes, or are looking to simply the help desk ticketing process. The features I really like about the product are more customer focused than what our organization can do technically. For example, the interface is VERY user friendly, and requires little to no training. Zendesk has a well developed ticketing system that can transform emails based on keywords and tags into tickets, and queue tickets to the appropriate department as well. When a technician is working a ticket, and they feel the steps of resolution warrant a KB article, they can one-click an option to transpose the resolution into a seperate article. The interface is also very intuitive for junior help desk staff.
What do you dislike about the product?
There are a couple things I wish Zendesk would provide. For starters, as small as it may seem, it would be a great help to change the text color, and to add code blocks within the KB articles and tickets. My second complaint is that there is no way to setup a ticket in which an approver can sign off on the form before it becomes approved to enter a queue. Right now, we copy an approver, who has to reply with an acknowledgement and one of our help desk staff will then move the ticket accordingly.
What problems is the product solving and how is that benefiting you?
Ticketing and Knowledge-base support and organization.
Recommendations to others considering the product:
They are probably the best out-of-box solution you can get at this time.
ZenDesk is a good platform for customer support
What do you like best about the product?
integrates well with other packages (like salesforce, APIs, etc)
What do you dislike about the product?
not enough options for sending emails, need bcc
What problems is the product solving and how is that benefiting you?
customer support
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