Zendesk Suite
ZendeskExternal reviews
6,474 reviews
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Simple and efficient
What do you like best about the product?
We get tickets to complete and mark them done. Simple system.
What do you dislike about the product?
Nothing is really wrong. We just get back logged
What problems is the product solving and how is that benefiting you?
Customers contacting after hours.
Customizable and Simple to use
What do you like best about the product?
I really like the software as it is easily customizable and intuitive to use
What do you dislike about the product?
Nothing to be honest. Its a great product
What problems is the product solving and how is that benefiting you?
Customer success team
Zendesk
What do you like best about the product?
The software is very easy to pick up and it doesnt take long to get new iserd up to speed.
What do you dislike about the product?
Not very powerful or feature rich. I wish it would play nice with other software we use.
What problems is the product solving and how is that benefiting you?
We ise it for our ticketing system.
App is biggest problem
What do you like best about the product?
Web version is great- I like seeing where customers have been on the site and how often they are online
What do you dislike about the product?
App- I want chat history to populate on app, so i can see location from mobile (can influence my answer to offline messages) I'd also like the page the customer was visiting to populate in offline messages- if the last thing they did was click the chat screen it's not helpful in the email, and I can't look it up from the mobile app. Most of my problems are with mobile. I work for a smaller company, and am really the only user so the mobile function is very important to us.
What problems is the product solving and how is that benefiting you?
Increases contact with customers, has helped customers chat about specific products- our website can be confusing so it has ultimately helped us reach customers
Recommendations to others considering the product:
I dont think you can rely on it for mobile use, which could be important for a small company
Pretty good
What do you like best about the product?
Can easily find current and past communication with customers.
What do you dislike about the product?
Customers comment regularly that the review process once our conversation is over causes confusion and is difficult to use. Also, the customer interface is complicated, so replies are easy to miss.
What problems is the product solving and how is that benefiting you?
Communication
A little too clunky for my tastest
What do you like best about the product?
Accept tickets via email, social, chat. Automation, Macros. Real time monitoring and analytics.
What do you dislike about the product?
Integration into Facebook didn’t work so easily for me. Didn’t recognize my FB pages to link to. Also I received 4 different email messages just from typing a single chat message. Pretty annoying, though im sure these email alerts can be dialed down.
What problems is the product solving and how is that benefiting you?
Various IT needs in a campus environment.
Recommendations to others considering the product:
Need to purchase a lot of add-ons to get to the level needed for our needs. May end up becoming quite expensive in the end comparatively.
Recommended
What do you like best about the product?
Allows for multi-channel submitting of requests by email, web, etc. Makes it easier for those needing support.The install for the company liked the fact that the customer can select any number of ways to submit a request in order to be able to get the request to our team or their own team.
What do you dislike about the product?
I'd like to be able to do reporting and be able to assign tickets to specific agents in a group, or have it take someone's work and reassign it all in a random or sporadic fashion.
What problems is the product solving and how is that benefiting you?
Tracking of support requests, helps our team to remain organized. Dialing and other customer service roles.
Recommendations to others considering the product:
Ensure that you look at the other companies so that you can see how much zendesk provides over the others in the area. It's very important to know what they can and can't do because of this.
Easy to use
What do you like best about the product?
It has a simple easy-to-use interface that one you get fully trained on it can help you do anything
What do you dislike about the product?
It needs a lot of training to fully understand its potential.
What problems is the product solving and how is that benefiting you?
Call forwarding and handling
Perfect for a small business
What do you like best about the product?
I love that the support platform isn't too cluttered or busy - it's small, simple design is perfect for our staff of just 11.
What do you dislike about the product?
We don't have a formalized tech team so we have to outsource - would be great if it was more affordable for small businesses.
What problems is the product solving and how is that benefiting you?
We can easily reach out to our outsourced tech group and they can dial in quickly
Easy live interaction with customers
What do you like best about the product?
I love the ability this brings you to interact with your customers live, and solve their needs fast, customers today dont want to pick up the phone they prefer to interact via chat or email.
What do you dislike about the product?
This still does not incorporate artificial intelligence to avoid having to have a person respond to messages, sometimes customers write and there is no agent available.
What problems is the product solving and how is that benefiting you?
This service allows us to respond fast to quotation request from customers, answer their questions live and give any info they need fast. helps us not lose any posible customers.
Recommendations to others considering the product:
Try the pay version has more features and the customization of the chat box makes it look great and more professional.
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