Zendesk Suite
ZendeskExternal reviews
6,474 reviews
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Easy UX, Customer focused
What do you like best about the product?
Our account manager is accommodating and helpful. Easy to use platform.
What do you dislike about the product?
They use a software called Good data for reporting it has some bugs to it.
What problems is the product solving and how is that benefiting you?
Customer interactions. Benefits are they offer mutable channels for customers to interact with out support team.
Zendesk - Is it really useful?
What do you like best about the product?
I like the fact that tickets are sorted chronologically as they come in, and that they can be assigned to various ticket agents.
What do you dislike about the product?
I don't like what happens when TWO ticketing agents are on the same ticket. It's difficult to discern who has ownership over a ticket at that point.
What problems is the product solving and how is that benefiting you?
Definitely has helped us sort and organize our high volume customer tickets.
Recommendations to others considering the product:
It's a usefool tool, but it's not perfect. However, if you can find a Zendesk whiz, there are lots of hidden benefits to realize.
Zen Desk
What do you like best about the product?
I like being able to track the status of a ticket. Marking as open, new, pending, on hold allows my team to properly track our support tickets.
What do you dislike about the product?
I'm never sure if I've properly assigned a ticket to someone. I don't know how to really see that properly. I'm also not sure if responses go through because of the email integration.
What problems is the product solving and how is that benefiting you?
We use it for our administrative team request service. If something is broken, you need technical help, etc- you can submit a ticket. It's great when people utilize it. I'm still getting used to the system and can find the back end a little confusing.
Great search capabilities
What do you like best about the product?
search capability is very good, i can find all tickets I need with a simple search
What do you dislike about the product?
hard to view dates, logs and other filters
What problems is the product solving and how is that benefiting you?
client's issues
Zendesk is a simple, useful CRM tool
What do you like best about the product?
I like that I can submit tickets with certain statuses such as pending, open, etc. This allows me to keep them in the forefront of my mind. I am also glad for the old mails search function as I've been using it for a few years.
What do you dislike about the product?
I dislike how it pulls in customer tickets from existing threads of forwarded e-mail boxes. This has lead to some embarrassing situations in the past before we realized what was happening.
What problems is the product solving and how is that benefiting you?
I am able to have multiple e-mail intake forms from our site channeled through Zendesk. I find it quick and easy to mark the incoming customer tickets.
Recommendations to others considering the product:
I would recommend that those using Zendesk with multiple e-mail intake forms being channeled through it be aware that there is no warning if those e-mails stop forwarding.
Okay, gets the job done
What do you like best about the product?
I like the way we can organize all emails from customers to one place. Tagging emails is also nice.
What do you dislike about the product?
It doesn't integrate wonderfully with other platforms we use; I also don't like the auto reply templates it sends to the customers.
What problems is the product solving and how is that benefiting you?
Customer emails in one location. It definitely solves that issue.
Recommendations to others considering the product:
Look through sites you like that have great customer support interfaces and see what product they are using.
Great product but a little tricky to set up.
What do you like best about the product?
I like the capability it has. It can do a lot for your customer service if you know how to set it up properly.
What do you dislike about the product?
I dont like that they dont have any way to connect to instagram.
What problems is the product solving and how is that benefiting you?
We are able to get our support all in one place for many different brands.
Recommendations to others considering the product:
I think it is def worth a try. It is a very valuable tool.
Overall an effective product!
What do you like best about the product?
The simplicty of Zendesk Chat is amazing! It's easy to connect and easy to use. It's an easy way to connect with out customers. Price-wise, this product is at a great price-point and even offers a free option. Overall, I'll gladly recommend this product to my friends.
What do you dislike about the product?
The chat interface could be better. As a n agent, it would be helpful if there was visitor typing insight.
What problems is the product solving and how is that benefiting you?
Zendesk chat is easy to use.
Recommendations to others considering the product:
Great product. Nothing fancy and easy to use. I wish there were some of the other features I mentioned, but that's not up to me!
Chat tool and ticket service
What do you like best about the product?
The interface is easy to use! It allows us to service our customers quickly!
What do you dislike about the product?
There are many connection issues that we have that impact our business on a weekly basis.
What problems is the product solving and how is that benefiting you?
Providing sales and support to our customers. This allows us to quickly assist multiple people at a time!
Recommendations to others considering the product:
Better customer service and more reliable platform
Zendesk User Review
What do you like best about the product?
I like the fact that all of our tickets are centralized and responses are uniform.
What do you dislike about the product?
The company seems to have a lot of downtime.
What problems is the product solving and how is that benefiting you?
Tracking and metrics...one unified support system.
Recommendations to others considering the product:
Ask for downtime reports. There seems to be a lot.
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