Zendesk Suite
ZendeskExternal reviews
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Honest Zendesk Review
What do you like best about the product?
I don't really like much about Zendesk except a few i.e It supports a lot of integrations which is why it is the number one choice for anyone looking for a customer service software, It is fairly priced hence the aspect of cost when you are comparing it with other alternatives is not of much imapct and lastly it supports almost all social media channels for you to use as a source for your tickets. However with all this great integrations and chanels available for you to integrate and use on Zendesk, i still do not consider it as the best.
What do you dislike about the product?
I dislike the look of it, Zendesk colors are dull and not cute. The green-ish color is not beautiful and the fact that there is no other color makes it look really dull and boring. Second setting it up - It feels like the settings are all over the place and not easy to get to them. They are poorly categorized one has to search for everything and if you don't know what you are looking for you may not even know if that feature is available or not.
For the features available, some of them don't clearly tell you what they work so for someone with no idea of what some of the features do, won't be able to set it up correctly.
The customer service of Zendesk is really bad, either they are lazy or don't know much about Zendesk itself and the technical part of it.
For the features available, some of them don't clearly tell you what they work so for someone with no idea of what some of the features do, won't be able to set it up correctly.
The customer service of Zendesk is really bad, either they are lazy or don't know much about Zendesk itself and the technical part of it.
What problems is the product solving and how is that benefiting you?
We wanted to use Zendesk to solve customer service problems, we wanted to make sure that customer service is happening at one place. Be a query on email, Facebook comment, a tweet etc... we get all those at one place and a customer service rep will resolve the issues from this one place, in this case, Zendesk.
Recommendations to others considering the product:
It is a powerful software, won't crush on you or anything like that but is extremely COMPLICATED. You need to have a know how of this kind of software to be able to set it up correctly.
Zendesk daily user
What do you like best about the product?
Keeps total history of all tickets/correspondence with customer. Easy to add new users/customers, easy to classify ticket and tag/category type.
What do you dislike about the product?
Reporting is so difficult. Hard to figure out how support teams are doing and how much volume/time/waste is happening is completely manual.
What problems is the product solving and how is that benefiting you?
Incoming customer support help. Benefits realized are being able to have different teams manage inbound support issues and be able to transfer to different teams without people reaching duplicately.
Recommendations to others considering the product:
Figure out beforehand how you measure success with the product and implement tracking/measuring success early before it's hard to build the reports. Also assign different user groups to different levels of access.
Stellar!
What do you like best about the product?
I love that it will add a support ticket as soon as you answer the call. i like that it will give their phone # if you get disconnected somehow.
What do you dislike about the product?
That it doesn't always generate a ticket or that it does not always say how long you were on the call.
What problems is the product solving and how is that benefiting you?
Sizing issues, orders missing, shipping delays, defective items, etc.
Our finalist for web chat services
What do you like best about the product?
It was easy to implement which was key since our web team is not in-house. Lots of features - saved chat & customer history being the key.
What do you dislike about the product?
Nothing really. Every time I think I have an issue I find the solution. As we get higher volume web traffic there is the possibility for new issues, but so far so good.
What problems is the product solving and how is that benefiting you?
Adding a chat option to your website is a must for any company offering a "service". We offer a service where there are a lot of opportunities for questions throughout the process, this gives our customers and potential customers another option to communicate with them. Also real time stats on where people are coming from and where they are visiting our site.
Recommendations to others considering the product:
Great chat widget. Price is right for all the features included and great for small businesses/start-ups.
Sometimes great, sometimes very difficuly
What do you like best about the product?
You can do a lot on Zendesk which is great. You are able to look at leaderboards, track your csats and keep an easy eye on all of your tickets. It really helps when trying to find lost tickets, since there can be many different ways of searching people within the system. It also helps to organize tickets in a way that is accessible for all associates.
What do you dislike about the product?
I feel like all of the features do not work in the way that I would like. I do feel like sometimes the calculations for leaderboard scores may be a bit off. Also, when going through play mode for tickets, it skips and assigns you to the same ticket as someone else, which is a bit frustrating.
What problems is the product solving and how is that benefiting you?
In terms of our business, it is fully dependent on Zendesk. All of our tickets are archived and saved on the platform, so we really need to it make our company work. Some times a bit glitchy, but all in all, pretty helpful
Recommendations to others considering the product:
Zendesk is great for keeping track of tickets. It works well for any kind of tracking needed, so phone calls or emails. It also saves all of the chats that you have so that customer information is easy to find quickly, which makes life easier for all the associates here. However, sometimes emails don't go through to the customer and it cane get a little glitchy which is probably the most frustrations part of Zendesk.
Effortless process
What do you like best about the product?
The ease at which tickets can be created, processed, located, and followed through to completion.
What do you dislike about the product?
To be honest, there isn't anything I can think of at the moment. It's the best solution I've used to date.
What problems is the product solving and how is that benefiting you?
It's been great for intra- and inter-office support, especially for workstation issues and software updates.
Recommendations to others considering the product:
It's been a quick and effortless process to set up and get moving. Something to consider when you want to hit the ground sprinting.
Great Experienced
What do you like best about the product?
The workflow and east of use. Super simple to get started.
What do you dislike about the product?
The interface seems a bit clunky at time.
What problems is the product solving and how is that benefiting you?
The instant chat is super helpful. Use it every day with customers.
Recommendations to others considering the product:
Highly recommend. Easy to use, super great support and makes your day to day customer interactions that much easier.
Zendesk
What do you like best about the product?
Does what it says, its help-desk tool. Simple and ease of use. Clean user interface. Functional. Good for keeping track of costumer requests.
What do you dislike about the product?
Lack some features and capabilities comparing to some other similar tools.
What problems is the product solving and how is that benefiting you?
Social media customer service. Having everything is one place means better organization and responsiveness.
Recommendations to others considering the product:
Its perfect help-desk for small and medium companies. Easy of use and easy understanding for total beginners.
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