Zendesk Suite
ZendeskExternal reviews
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Quick and helpful
What do you like best about the product?
Getting support was quick and easy. I like the chat button hovers in a discrete location. Also, there's a tiny audible click when the agent replies so I can do other things while waiting.
What do you dislike about the product?
I did not like that the agent had to check with someone else for what seemed like a simple answer. Either way, I got a quick and accurate response.
What problems is the product solving and how is that benefiting you?
I was trying to find how to turn on an automated task.
Customer Support Utopia
What do you like best about the product?
The reporting suite is fantastic. I also like the intuitive nature of the setup.
What do you dislike about the product?
It is limited in integration and APIs when bringing this tool into your technology infrastructure.
What problems is the product solving and how is that benefiting you?
I am using Zendesk in a virtual call center setup. It has given me the ability to divide the groups or look at the operation wholistically.
Recommendations to others considering the product:
If you are looking for an easy and intuitive support suite, look no further than Zendesk!
I am getting all of the Clients support through Zendesk support ( Consultant Clients )
What do you like best about the product?
Easy-to-use interface with clear guidance on the online.
What do you dislike about the product?
The website interface should be changed, or multiple color modes should add instead of relying on a Google Chrome plugin.
What problems is the product solving and how is that benefiting you?
Live chat is the only way to contact client It's really quick and easy to use.
Recommendations to others considering the product:
If you have a small or large business, I highly suggest Zedesk. Using this program, you may make client service positions in your business
Everything is more or less OK
What do you like best about the product?
Nothing complicated and everything is neat and clear.
What do you dislike about the product?
Nothing special to point out. Configuring notifications to different groups and languages could be better.
What problems is the product solving and how is that benefiting you?
Mostly customer problems related to Billing and contracts.
Good solution that will meet the needs of most user's needs
What do you like best about the product?
I like that most of the Zendesk solution is ready to go Out of the Box. Zendesk offers many solutions that can be customized to each organization's need.
What do you dislike about the product?
Some of the OOTB reporting solutions could use some help. For example, one important metric that we look for in chat is how often an agent is handling multiple chats at once... This metric is not made available for an individual user level.
What problems is the product solving and how is that benefiting you?
We use Zendesk for chat and email support.
Recommendations to others considering the product:
ask them for a trial.
Zendesk review
What do you like best about the product?
Easy to Organise. and different ways to reach out
What do you dislike about the product?
Nothing as suc. except API response is slow
What problems is the product solving and how is that benefiting you?
We use it for our ticketing system.
ZENDESK SELL FOR ANYWHERE FOLLOW UP !
What do you like best about the product?
We like it because it is an easy way to find the status of our opportunities anywhere at any time. We like the graph options, and the set of filters are more than enough for most of anybody's needs. Besides, We have Contacts information available, so no need to remember. Finally, with a proper set of codes, we can classify the opportunities in many possible ways.
What do you dislike about the product?
We are still learning, so most of our downsides are in the process of becoming upsides as we explore it
What problems is the product solving and how is that benefiting you?
Quick access anywhere; quick analysis of performance; easy to share
Solid support tracking with a full toolset
What do you like best about the product?
Zendesk is simple and easy to learn. This helps when onboarding new support staff as the tool does not get in the way of the more company-specific information they need to know to support customers. It does offer all the tools you need for your support team (automation, macros, custom or public views, CSAT, reporting, help center, and others), which makes it a complete support solution from a single provider. Ticket status is color-coded and clear, which makes it easy for me to pick out where I need to focus my attention.
What do you dislike about the product?
The view options are there but clunky. You have to go to a separate console from your tickets to create a view and save it as public or private. Once you do that, it is available to select quickly, but I would prefer to have more view options I can make on the fly on my ticket list view. The replies are internal or public comments only. That is simple and efficient, but I would prefer the flexibility of having email replies unlinked from comments. The reporting works but could stand to be revamped and simplified. Some ticket fields are also not customizable, and I would prefer the option to add custom options to all ticket fields.
What problems is the product solving and how is that benefiting you?
Zendesk solves our need for a complete tracking tool for our customer support inquiries. This allows us to better look after our customers needs
Helpful and professional
What do you like best about the product?
The agent made sure they understood my question before answering, which was nice. They gave me thorough, useful answers and were generally polite, professional and helpful. They were sure I had received a helpful answer before ending the chat.
What do you dislike about the product?
The answers could be bit slow and sometimes it took a while for the agent to understand the question. Also the chat function was difficult to find, but I suppose that's pretty common.
What problems is the product solving and how is that benefiting you?
I tried to set up a trigger and they helped me explain the options I had and gave me details about my account.
Zendesk handles all of our technical support needs!
What do you like best about the product?
I would say there are many great features. Overall I would say how easy it is to organize tickets and keep track of them. We manage all our tickets with tags and then use views to help us organize them. It's easy for us to differentiate between L1, L2, and L3 level tickets, as well as easy for us to mark when it's for a different department, such as sales or billing, then assigning it to the corresponding group.
What do you dislike about the product?
I don't have any current downsides. Our use case is pretty simple. We have multiple methods of how clients can message us (web form, email, and text message) then based on that; we can assign it to the right groups so our team can resolve or help them further.
What problems is the product solving and how is that benefiting you?
Without the Zendesk support suite, we would probably miss many tickets and follow-ups with customers encountering issues. My day-to-day would for sure be a lot busier without it.
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