Zendesk Suite
ZendeskExternal reviews
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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.
Simple to set up but not always intuitive
What do you like best about the product?
Zendesk is generally pretty easy to navigate as an agent, admin, and hopefully customer. The look and feel of the UI is clear and uncluttered, and in the three years we've used them, Zendesk has made significant improvements in the ability to handle multiple languages in our Knowledge Base.
What do you dislike about the product?
There is some inconsistency in how administrators can set up views and triggers (which filter options show up as options), and some seemingly simple options, such as BCCs and the ability to schedule a task for a specific time, have been left out of the product despite years of requests by Zendesk customers.
What problems is the product solving and how is that benefiting you?
We use Zendesk to provide a Knowledge Base and contact interface for our customers, and our agents respond to both direct contacts and customer community posts in Zendesk.
Recommendations to others considering the product:
This is a great, quick-to-implement option for small companies or start-ups. It's "getting there" with providing needed functionality for more complicated business models, but if you're in that bucket make sure you have the resources to provide your own customizations.
A good reliable platform
What do you like best about the product?
Zendesk's simplicity makes it easy to manage a large number of support tickets. The ability to change the status is a plus over other ticketing tools.
What do you dislike about the product?
It feels a little bit dated now. They continue to make changes to the product and the interface, but it seems the support world is moving away from the ticketing system.
What problems is the product solving and how is that benefiting you?
We've been able to manage a large number of support tickets and integrate it with our Facebook page which is great. We've used Zendesk for a number of years now and we've hardly ever experienced an issue.
Recommendations to others considering the product:
If you're looking for a reliable ticketing system then it's worth a look.
Good 3rd party integrations. Average user interface.
What do you like best about the product?
Zendesk's real strength is their integration with 3rd party vendors, like chat and CRM. For example, we use Smooch.io to support our in-app customers and the Zendesk tie-in is flawless.
What do you dislike about the product?
The UI is buggy. If you leave a tab open all day to deal with support requests, it will eventually consume all your RAM with a memory leak. The UI is a not intuitively laid out.
It would be nice to be able to pull in help center articles directly to support tickets.
It would be nice to be able to pull in help center articles directly to support tickets.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to centralize all of our communication with a customer. They can start chatting with us via e-mail, and pick up the conversation (with Smooch) in our apps, and finish on our website chat (also Smooch). And Zendesk sucks all of that into a common history for the customer so we can make the customer feel special...like we know who they are already and they don't have to re-explain. The integrations are what make Zendesk truly powerful.
The help center is easy to use, and provides the bare minimum needed to provide a decent knowledgebase.
The help center is easy to use, and provides the bare minimum needed to provide a decent knowledgebase.
Recommendations to others considering the product:
Evaluate HelpScout before choosing Zendesk. If it has what you need, the UI is more intuitive...and their support is far better.
MANY MANY FEATURES
What do you like best about the product?
There are many ways to use Zendesk for good CRM. Everything is automated and almost never have any tech issues with them.
What do you dislike about the product?
However, sometimes all the options are overwhelming and you get a bit lost. If you have a very comprehensive CRM plan, then Zendesk is perfect. If you are looking for something simple then you may want to choose a different option.
What problems is the product solving and how is that benefiting you?
We didn't want to lose any emails that needed replies, and Zendesk has totally solved that.
Great ticketing system for small company
What do you like best about the product?
Great to keep track of everything you need when you have an IT department of 1!
What do you dislike about the product?
Not incredibly scalable and can add process where we didn't really need it.
What problems is the product solving and how is that benefiting you?
Logging IT related issues in one place.
Recommendations to others considering the product:
Easy tool to use; not a lot of start-up time needed.
help to keep track, needs to improve integration with facebook messaging
What do you like best about the product?
This is a great CRM for the small business I work with that needs to keep global inquires organized with timely responses. We also have been able to weed out daily spam we used to be consumed by and stream our warranty process. As the main person that deals with online customer service, I have found this has really helped answer more customers and more easily assist them from start to finish.
What do you dislike about the product?
It does not integrate with facebook messaging very well. I used to be really good at responding to fb messages right away and we had superb published answer time. We switched FB messages on our FB page to zendesk and stop getting notifications and every time we anwered from Zendesk it made like a new message rather than a response, our response time went up and we were not getting customers as quickly. We ended up turning this notification off. The notifications to personal email need to improve, I don't get all of them since we have a group and as result unless I am constantly in their portal checking, I sometimes unaware a customer responded for a couple days.
What problems is the product solving and how is that benefiting you?
We used to use an email account for customer service and it was a mess. We would have customer calling that we never responded them for a month and then would search to find the email. We also sent a lot of time going through spam every day to get customers emails. Because we use livechat, ecomm site and a variety of CS email addresses, we were getting duplicate questions answered by different people or not answered correctly at all. Zendesk has helped us streamline and organize this for our small but across the world team.
Recommendations to others considering the product:
Definitely consider this for your CRM but be aware you need someone actively monitoring it daily and also maybe not best for some social site CS where they publish response times
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