Zendesk Suite
ZendeskExternal reviews
6,486 reviews
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Zendesk is the best ticketing tool I used so far
What do you like best about the product?
Clear usability, availability (no downtimes, never)
What do you dislike about the product?
Administration of users and groups could be smarter
What problems is the product solving and how is that benefiting you?
Handling of complex customer requests
Recommendations to others considering the product:
Use all the features it provides, there is a plenty of and you might not know all of them.
Nice ticketing portal
What do you like best about the product?
I like the easy use of Zendesk , nice tool
What do you dislike about the product?
1- Our account manager communication
2-Limitation in many features
3-Explore limitation VS Good Data
4-Tool is a good but not smart tool (example if I need to show ticket fields for certain type of tickets , I can not I have only fixed fields for all, one interface , even I can not sort the fields Alphaptical.
2-Limitation in many features
3-Explore limitation VS Good Data
4-Tool is a good but not smart tool (example if I need to show ticket fields for certain type of tickets , I can not I have only fixed fields for all, one interface , even I can not sort the fields Alphaptical.
What problems is the product solving and how is that benefiting you?
- Reporting problem
- Customization problem
- I use chat, sometimes they can help and in complicated issue they open a ticket, Support has excellent response and fair resolution
- Customization problem
- I use chat, sometimes they can help and in complicated issue they open a ticket, Support has excellent response and fair resolution
Recommendations to others considering the product:
Study the requirements of ticketing system, select proper Zendesk plan , be ready you will find limitation in some features and you will need to upgrade , limited add on features
More Zen for your Desk
What do you like best about the product?
The interface is very user friendly, and very smooth and pleasing to the eye. I feel like these are very important things for a website such as Zendesk to have.
What do you dislike about the product?
Customization of themes and colors could be improved, I'd love to see a red and black dashboard
What problems is the product solving and how is that benefiting you?
I am working with patients and providers for an east coast chain pharmacy, and I process any and all requests regarding refills and prescriptions. Having all of these things so easily in one place and so conveniently accessible is definitely a benefit
Essential for our business!
What do you like best about the product?
I love that there's so much customization available. From macros to triggers to reports, I love that you can truly make your Zendesk instance your own!
What do you dislike about the product?
Because there are so many options available, it can be challenging to know what features you're not using correctly or what apps/reports you should be utilizing. Because there are so many different connections to apps and customized reporting options, it can also be challenging to get support to specifically address your needs. I understand the reasoning for this, just tough when you need help!
What problems is the product solving and how is that benefiting you?
The most obvious is that it helps us to interact with our customers seamlessly. This helps drive both sales and reduce member churn. Zendesk also helps us identify what problems we need to solve because of its ability to report on our interactions (or missed interactions). These insights allow us to pivot and change our strategy as needed.
Great support
What do you like best about the product?
great features, ease of use, guide, and self-service feat
What do you dislike about the product?
Chat support appears to have more experienced reps in comparison to email.
What problems is the product solving and how is that benefiting you?
Triggers
Zendesk Support Suite, a great way for managing all your users
What do you like best about the product?
You can do the system settings in a couple of days and start to respond to your users!
The response time of Zendesk support is speedy; they give us a lot of information to resolve the problem.
The response time of Zendesk support is speedy; they give us a lot of information to resolve the problem.
What do you dislike about the product?
Sometimes all option that zendesk offer can be a problem, but if you check the guide you can find the solution.
What problems is the product solving and how is that benefiting you?
Zendesk support help us to respond at all information request and do this fast and accurate
Good experience
What do you like best about the product?
Very intuitive, easy way to manage different issues
What do you dislike about the product?
There is no unsend option. A 10 -20 second delay would be welcome
What problems is the product solving and how is that benefiting you?
All kinds of customer issues.
Recommendations to others considering the product:
Go for it
Fast and helpful support - Easy to use product
What do you like best about the product?
Zendesk is an excellent ticketing service. We use it across the board for our company, both for external and internal facing requests. It can track anything from SLAs to ticket types, and the primary services on it are straightforward. The tricky part is setting up multiple brands if you use Zendesk for numerous departments (like we do).
What do you dislike about the product?
Setting up numerous brands in one Zendesk account can be difficult.
What problems is the product solving and how is that benefiting you?
We are using Zendesk for external and internal support. I use it for IT requests, and our other departments use it for customer tickets. Benefits include tracking SLAs, common ticket types, and the Explore Dashboard for ticket metrics.
Recommendations to others considering the product:
Make sure to read the documentation before setup.
Just works :)
What do you like best about the product?
Activity column (home symbol). Helps one keep track, and see the latest activity.
The option to respond very quickly can definitely help with certain customers.
The option to respond very quickly can definitely help with certain customers.
What do you dislike about the product?
Inability to manually/directly place a timer on open ticket.
Let's say I promised a customer I would continue investigating something, and I'm the last person to say something in the thread, if the ticket is marked as open, there's no timer, and that increases chances of the ticket not getting the attention it needs.
I would also like there to be a way to combine customer identities in the backend.
For example, the same customer can contact us twice about the same enquiry, but use Twitter for one nequiry, and their email for the other.
Usually, the name/nickname for each account/platform will not match.
We like to have full context when repsonding to the customer, and sometimes some key information is in the other message, which takes further detective work to find and link to customer.
Let's say I promised a customer I would continue investigating something, and I'm the last person to say something in the thread, if the ticket is marked as open, there's no timer, and that increases chances of the ticket not getting the attention it needs.
I would also like there to be a way to combine customer identities in the backend.
For example, the same customer can contact us twice about the same enquiry, but use Twitter for one nequiry, and their email for the other.
Usually, the name/nickname for each account/platform will not match.
We like to have full context when repsonding to the customer, and sometimes some key information is in the other message, which takes further detective work to find and link to customer.
What problems is the product solving and how is that benefiting you?
Ease of receiving customer feedback. The more data, the better.
Keeping track of enquiries and their urgency.
Customer history.
Merging tickets is a fantastic tool also, if a customer has contacted us with 8 seprate tickets about the one issue, why should they be able to give us 8 seperate reviews, whether good or bad?
This tool allows for a more accurate review system.
Keeping track of enquiries and their urgency.
Customer history.
Merging tickets is a fantastic tool also, if a customer has contacted us with 8 seprate tickets about the one issue, why should they be able to give us 8 seperate reviews, whether good or bad?
This tool allows for a more accurate review system.
Recommendations to others considering the product:
I'd definitely recommend it. Definitely ready up on the community forums though, they're invaluable. Any question you have, is pretty muhc on the forum, to which Zendesk support officer respond very effectively.
Great service desk with some sticky spots
What do you like best about the product?
I like that all support avenues are linked in one place, my entire team can be on the same page when dealing with multiple communication routes. I like that they are constantly improving the product and adding new features.
What do you dislike about the product?
not intuitive, difficult to use or set up yourself if you are not super technical. It is a nightmare trying to get an actual live human to help with questions. Its mostly answer bots or article links which isnt always what you need.
What problems is the product solving and how is that benefiting you?
We have multiples ways an end user can contact our company for support and those are all organized in one area. It reduces employee redundancy and confusion.
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