Zendesk Suite
ZendeskExternal reviews
6,474 reviews
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Regular use on a daily basis.
What do you like best about the product?
Easy to learn. Account setting up easy to get into and
What do you dislike about the product?
Logging in issues. Had to continually log in.
What problems is the product solving and how is that benefiting you?
Customer responses.
Solid Tool
What do you like best about the product?
Pretty user friendly with a ton of capabilities. Reporting can be delayed but overall easy to keep up with. Minimal issues of it going "down".
What do you dislike about the product?
The reporting being delayed can be a drag. Not reliable at times in terms of keeping up with macros.
What problems is the product solving and how is that benefiting you?
Keeping customers happy with easy organization and an easy followup.
Recommendations to others considering the product:
Pretty great options available. and very user friendly.
Simple Support
What do you like best about the product?
Mostly, I enjoy the fact that I don't have to be hands on with case assignments and can quickly take care of everything in one place.
What do you dislike about the product?
For what we use it for, there's nothing really to dislike. I don't see us as power-users, but it works for what we need.
What problems is the product solving and how is that benefiting you?
For our simple support issues, we have three main channels, and the Zendesk system lets them be auto-assigned to the correct party based on key phrases and entry channel.
Recommendations to others considering the product:
Make sure to set up all your Macros and automatic assignments, it will save you immense time down the road.
Zendesk Review
What do you like best about the product?
I love that the emails show all the different strands of the email. I also like that I can send an internal note.
What do you dislike about the product?
I wish there were more reminders, asking if an email needs to be internal only. I also wish it was easier to start an internal strand.
What problems is the product solving and how is that benefiting you?
Primarily email correspondence with clients. Ease of use is the main benefit.
It's the defacto standard for small and medium companies
What do you like best about the product?
The flexibility and extensibility of Zendesk is king. You really can't beat it when it comes to all the options to customize your experience. Additionally the API library is pretty awesome, and from my developer colleagues, I hear that it's really easy to work with.
Really, when you work with Zendesk, you know what you're getting.
Really, when you work with Zendesk, you know what you're getting.
What do you dislike about the product?
There's a variety of things that other Help Desks do better, such as mobile integration, workflow customization, and pricing. Zendesk isn't cheap, and their support process can be frustrating sometimes.
I think Desk.com made more sense from a workflow standpoint, and Helpshift does mobile integration better.
Ultimately Zendesk is pushing to be a solution when customers need to contact you, instead of being a solution to resolve the issue before the customer contacts you. They make their money on agent seats, and so the product is designed to make you buy more agents.
I think Desk.com made more sense from a workflow standpoint, and Helpshift does mobile integration better.
Ultimately Zendesk is pushing to be a solution when customers need to contact you, instead of being a solution to resolve the issue before the customer contacts you. They make their money on agent seats, and so the product is designed to make you buy more agents.
What problems is the product solving and how is that benefiting you?
Scaling our team and creating more custom solutions to help our users is only possible with Zendesk.
Recommendations to others considering the product:
If you need it, you know it. There's few other options when you're working with Support Help Desk software that will give you what Zendesk does, but unfortunately they're not a company that you'll enjoy working with. Sales process is convoluted, and they're unmoving and unwilling to negotiate to find a good fit.
Not Bad CRM
What do you like best about the product?
- Powerful search tool
- Informative ticket stats
- Easy handling
- Informative ticket stats
- Easy handling
What do you dislike about the product?
Zendesk is designed primarily for tracking and managing customer cases, it is missing many features that are central to most CRM software. You cannot create campaigns within the system nor can you keep track of your sales or generate reports on anything unrelated to customer support tickets.
What problems is the product solving and how is that benefiting you?
Easy for ticket manage, with stat & powerfull search tool
Recommendations to others considering the product:
Zendesk not bad CRM Software.
Easy GUI, with powerfull management.
Easy GUI, with powerfull management.
easy tool for in-app chat
What do you like best about the product?
The simplicity of Zendesk Chat is great - and of course it's integration with Zendesk makes it a no-brainer to use if you are a Zendesk customer.
What do you dislike about the product?
There are a few limitations of what you can do. It's a simple tool, which is great, but then at the same time if you want to do something special, it might be more tricky to do or not possible.
What problems is the product solving and how is that benefiting you?
Having in-app chats with our customers (on a web app).
Recommendations to others considering the product:
It really makes most sense in combination with Zendesk. If you're not a Zendesk user, you might want to use other products.
Good for tracking support tickets
What do you like best about the product?
Easy to assign and follow up on tickets. Searching for previous contacts is fast and easy. Makes organization for support personnel extremely simple.
What do you dislike about the product?
Email system strips formatting from text body. Sometimes we get weird "pending ticket notice" emails alerting us to old tickets, but there's no ticket number and the notice doesn't seem to be legitimate.
What problems is the product solving and how is that benefiting you?
Support for SaaS company; easy to maintain very high satisfaction rating.
Good product that can be used for your website client real time interaction
What do you like best about the product?
I am part of a company called wiwo and open-school is our one of the major product.
we have integrated zopim to our open-school website for the direct interactions to the website visitors.
i am using zopim from the last two years. its simple and very much user friendly more over i like very much the latest update. i am using their free version.
Zopim allows me to check the the past offline messages, can be group based on the visitor's country etc.
all i want to say zopim has all the major required features for the online chat application.
we have integrated zopim to our open-school website for the direct interactions to the website visitors.
i am using zopim from the last two years. its simple and very much user friendly more over i like very much the latest update. i am using their free version.
Zopim allows me to check the the past offline messages, can be group based on the visitor's country etc.
all i want to say zopim has all the major required features for the online chat application.
What do you dislike about the product?
The features is limited for the free version for example we can only interact with one web user at a time.
only a limited chat history is available in my version.
must be able to share files during the chat.
only a limited chat history is available in my version.
must be able to share files during the chat.
What problems is the product solving and how is that benefiting you?
using zopim as the tool for the interaction with the website visitors.
Good chat software
What do you like best about the product?
I like this chat software because its totally cloud based, easy to manage and configure. I like that the chat shortcuts are simple to execute and that it easily shows the visitors site path and search terms
What do you dislike about the product?
I do not like that I cannot filter language, such as curse words or key words I do not want my employees to use.
What problems is the product solving and how is that benefiting you?
We are now able to answer quick questions and provide information when customers have trouble finding it on our website or do not wish to call us.
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