Zendesk Suite
ZendeskExternal reviews
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What do you like best about the product?
It is effective once you learn how to use it.
What do you dislike about the product?
It was really confusing at first to learn
What problems is the product solving and how is that benefiting you?
Financial support and customer service
A Complete Omni Channel...
What do you like best about the product?
The reporting tool gives you detailed business insights.
The rules feature can delete unnecessary or junk message automatically also, you can route the ticket to relevant person via rules features.
It’s a user friendly application; you might won't need to train your staff on Zendesk. If they have basic knowledge of omini channel.
Multi-channel support: email, web, phone, chat, social media.
Knowledge base portal and community forums included.
The rules feature can delete unnecessary or junk message automatically also, you can route the ticket to relevant person via rules features.
It’s a user friendly application; you might won't need to train your staff on Zendesk. If they have basic knowledge of omini channel.
Multi-channel support: email, web, phone, chat, social media.
Knowledge base portal and community forums included.
What do you dislike about the product?
You might need technical staff to configured or deploy Zendesk in your organization.
It’s bit expensive, if you want to avail all features.
It’s bit expensive, if you want to avail all features.
What problems is the product solving and how is that benefiting you?
We have a contact center; and we need to communicate wit hour customer through different channel, i.e. Social Media, Chat, Call etc. Zendesk gives you a platform to interact with the customer on a single platform.
Zendesk Chat for Sales
What do you like best about the product?
helped increase engagement of website visitors which meant more leads! Templates are helpful
What do you dislike about the product?
Templates could be easier to customize and use
What problems is the product solving and how is that benefiting you?
Increase conversion rates of website visitors, better customer service, more leads
Still the best ticketing software
What do you like best about the product?
I like the email ticket support flow and ticket management and tagging best.
What do you dislike about the product?
Does not play nice with our chat application Intercom, because they want to compete with their own ZD chat.
What problems is the product solving and how is that benefiting you?
Cross business ticket collab is really strong in ZD.
Not great for tracking SLAs
What do you like best about the product?
It's great for a small business and managing tickets through many different channels.
What do you dislike about the product?
It's not super easy to track to different SLAs and other requirements around time tracking
What problems is the product solving and how is that benefiting you?
We are able to effectively communicate with our customers after problems are resolves
Nice but expensive
What do you like best about the product?
A lot of features and functions. Really great options to use and an all-in-one support suite, that is very complete. The learning curve is steep but its worth the hassle to get used to it. If you are looking for a good helpdesk and if you can afford the fees, than Zendesk is great – better than Kayako for that matter.
What do you dislike about the product?
Unfortunately there is only a cloud option. Prices are very expensive if you are in a less advanced country or in a country, with a weak currency. I am in Venezuela and for us it is very difficult to pay the fees. There are other options such as freshdesk, which are also very good and free or less expensive. Unfortunatly no self-hosted-version.
What problems is the product solving and how is that benefiting you?
Customer Support and Service, Knowledgebase, Social Support, etc. Everything related to customer support and service. Also we use it for general communications, as all emails used to go into the helpdesk for further processing and work.
Recommendations to others considering the product:
Great software, given you can pay the costs for it. Unfortunately there is no self-hosted version available - or rather there was not when we tested the product - this means, that you must be willing to use your software in the cloud, if you wish to work with Zendesk. Other than that, there is really not much more about the software to tell.
Good but laggy and problematic for phone use when dealing with customers
What do you like best about the product?
I enjoy using the metrics given by Zen Desk.
Easy to use interface
Easy to use interface
What do you dislike about the product?
A bit slow at times causing delays in service with regard to phone use.
What problems is the product solving and how is that benefiting you?
Allows us to reach our customers and resolve their issues and beneficial because we can call customers for contact.
A great ticketing system for Customer Service
What do you like best about the product?
Zendesk is a great ticketing system for customer service inquiries. It allows for tickets to be reassigned from one person to another very efficiently and quickly. I also enjoy that you can distinguish between public and internal replies so that you can forward the ticket to a colleague with attached information to make answering the ticket easier.
What do you dislike about the product?
If the admin does not set the proper permissions then the capability of reassigning tickets does not work properly. If you make sure everything is set up properly from the beginning then you will be good to go.
What problems is the product solving and how is that benefiting you?
Membership/customer service questions.
Zendesk Chat - Great Live Chat Tool
What do you like best about the product?
Live chat agents can handle multiple chats at once. Less wait time for customers.
What do you dislike about the product?
Agents can get overwhelmed at times with all the different ways to engage with customers.
What problems is the product solving and how is that benefiting you?
Faster response time to customers, increased sales due to superior customer service.
Recommendations to others considering the product:
Do a free trial to see if this software is right for your business.
Zen Desk Review
What do you like best about the product?
The ability to use both applications on the website and on an app.
What do you dislike about the product?
Once a reservation is placed, it is placed as pending and on hold vs. the client just purchasing the item and being done with the transaction. Hold requests remain in the queue for a while.
What problems is the product solving and how is that benefiting you?
With ZenDesk our company uses to to allow customers to purchase items with a single click on the website. It allows for items to be reserved for a short period of time before purchasing. The benefits of this is that guests are able to hold popular items to try on before purchasing.
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