Zendesk Suite
ZendeskExternal reviews
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I have had the pleasure of using Zendesk for the past 6 years
What do you like best about the product?
I like how simple, and user friendly it is. It is very easy to organize, and filter support tickets easily.
What do you dislike about the product?
Sometimes it slows down, but I believe it is all of the plugins I use that is the cause.
What problems is the product solving and how is that benefiting you?
I solve disaster recovery issues daily, and the benefits is how easy it is to navigate when you are on a time crunch, and have to sift though many tickets at once.
Recommendations to others considering the product:
Add more plugins. Salesforce has more plugins, but Zendesk is superior in all aspects of the ticketing system.
Best helpdesk solution on the market
What do you like best about the product?
Zendesk Support has to be without doubt one of the best ticketing platforms on the market. As a contact centre solution it has been a driving force behind the way we operate our call centres. Triggers and automations are easy to work with as well as integrating third party tools such Salesforce and Slack. Zendesk Support, as well as the third party apps we use, have been immense when managing contact.
What do you dislike about the product?
Insights reporting is probably the one main downside, which seems to struggle when building high volume reports. However, as we migrate all reporting onto Explore, this will not be an issue in the future.
What problems is the product solving and how is that benefiting you?
To handle high volumes of multi channel contact via voice, email and chat.
Recommendations to others considering the product:
Try and be as minimal as possible when setting up workflows, as this allows configuration and business rules easy to manage.
Great experience with Zendesk Support
What do you like best about the product?
I like that their software is easy to use and their support team is usually very quick to respond when we run into any issues.
What do you dislike about the product?
Zopim chat has been clitchy as far as assigning chats to agents. We've reached out to their support several times and they haven't been able to resolve it yet.
What problems is the product solving and how is that benefiting you?
The most common issue is with their chat system (Zopim). Other than that, the benefits include accurate stats for each of our tech support agents and an easy to use software that makes communicating with our customers more efficient.
Very useful program with after work ticketing system
What do you like best about the product?
I think the best aspect of Zendesk Chat was the automated tickets that populate after you close out of a chat. This allows for after chat notes which will be useful when a customer chats back in or to organize and collect data on trends. The program is also very easy to use and efficiently speak with customers in realtime, as well as speaking to multiple customers at a time quite easily. The notification system is fantastic in letting you know when a customer has responded, especially if you have closed out their window.
What do you dislike about the product?
The only downside is that sometimes my Chrome text expander does not work in the normal window so I have to open the chat dashboard and answer chats through this window in order to have the text expander work properly.
What problems is the product solving and how is that benefiting you?
I am responding to customer's issues and questions with the app Acorns and it allows me to speak directly to customers in realtime, very quickly and efficiently.
Recommendations to others considering the product:
It is quite easy to use and a friendly interface. It is great for speaking in realtime with customers and then logging and recording all of the feedback and tickets in one concise place that allows for tags and case types for future analytics. It allows you to select specific chats, or have them funneled to you based on how long the chat has been waiting. It also shows you a good detail of who the customer that is chatting in is and how long they have been waiting.
Good in most aspects
What do you like best about the product?
It's very easy to integrate with the rest of the systems that we use.
What do you dislike about the product?
There are more things available that we don't really find a use for. This can cause new agents to feel overwhelmed with the system.
What problems is the product solving and how is that benefiting you?
We utilize ZD to maintain proper customer notation and answer all emails that are sent our way.
Zendesk is a really helpful platform for support!
What do you like best about the product?
I love how customizable it is. The data you can gather is seemingly endless.
What do you dislike about the product?
With the customization in mind the only downside I can think of is it can be a lot to learn right off the bat. It is all worth it in the end though!
What problems is the product solving and how is that benefiting you?
We are able to create separate buckets to see urgent tickets and tickets they would require an immediate response. It's easy to stay organized.
First time user of zen desk
What do you like best about the product?
The chat allocation process between agents, the option to change profile pictures. Easy to create shortcuts and tag system to locate relevant chats later. Emojis can be used for both agents and customers.
What do you dislike about the product?
when a chat disconnects on the customers side they assume we have cut them off, and go to the back of the queue when they reconnect.
What problems is the product solving and how is that benefiting you?
The use of short cuts means all staff are providing the same information correctly to customers. We like to use a certain tone of voice the option to send Giffs and Emojis helps with that greatly.
Recommendations to others considering the product:
User friendly chat function for both agents and customers. Easy to use back office system and easy to gather data from chats using the tag system.
Zendesk is a wonderful app to use to support customer feedback and to report bugs.
What do you like best about the product?
I like how Zendesk easily allows you to escalate bugs to higher people in one's organization. One can see the progress of how the issue is being resolved and who is involved with the process.
What do you dislike about the product?
I like all of Zendesk but I wish the interface was a bit more user friendly.
What problems is the product solving and how is that benefiting you?
Im solving IT problems that have to do with the user interface of a website.
Sophisticated Tool
What do you like best about the product?
Zendesk is a very useful tool for data optimization and its a tool that can be used with other tools . Very complex tool but super useful if you know what you are doing.
What do you dislike about the product?
Takes a lot of getting used to. For smarter people, super easy but for day to day regular folks, very complex. Maybe upgrade to a more user friendly phase and build easy to read dashboards.
What problems is the product solving and how is that benefiting you?
Its a CRM tool for my e-commerce company and its super great. Helps us communicate with vendors and customers and multiple teams can use it as well
Recommendations to others considering the product:
Ensure someone is fully knowledgeable about Zendesk before set up. Its a great tool if you know what you are doing
Very functional and easy to use, but could be improved.
What do you like best about the product?
I love that I can directly include Zendesk to reporting flows from my website through the API and code so reports come in organized from the start. Everything can be categorized perfectly through the use of code, triggers and views.
What do you dislike about the product?
There isn't a way to mass edit triggers, macros or views, so it ends up being very time consuming any time that something changes on Zendesk, or if anything is changed on the website that will affect one of those things (Especially Triggers and Macros). Mass editing would save a lot of time and make Zendesk more user friendly.
What problems is the product solving and how is that benefiting you?
Zendesk will mark tickets as spam, but we do not have control over when this happens, which makes it difficult to restore tickets that we want to receive. The benefit is that they do usually catch actual spam, but also important tickets.
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