Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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Zendesk is critical
What do you like best about the product?
What I like best is the instantaneous results that my team is able achieve. We can immediately interact via chat with anyone that needs help, whether inside of our org or outside of our org.
What do you dislike about the product?
I cannot think of anything we specifically dislike at this time. It would be very picky to say, but sometimes the transactional log is not the cleanest, in that it could be formatted better for easier sharing and easier reviewing.
What problems is the product solving and how is that benefiting you?
ZenDesk IS the problem solving. We are solving the ability to solve problems in a quick and easy fashion. Customers both inside the org and outside the org are expecting to be able to chat and get instant troubleshooting help, and ZenDesk Chat allows for just that.
Recommendations to others considering the product:
Make sure you do the training session offered by ZenDesk sale reps. It is really eye opening and allows for your team to get onboarded really quickly.
Excellent customer service tool for improved customer satisfaction
What do you like best about the product?
Zendesk is very easy to use that makes communication with the customer seamless. It is also helpful to have the internal comments feature to communicate internally with other team members.
History of tickets/commutation is readily available and Zendesk Insights help gather company specific metrics.
History of tickets/commutation is readily available and Zendesk Insights help gather company specific metrics.
What do you dislike about the product?
Customers that are not in Zendesk are not able to post their comments on the ticket. Instead their comments generate “suspended” tickets which need to be handled manually.
What problems is the product solving and how is that benefiting you?
Using Zendesk makes our internal support process simpler. Having all the information in one place, Zendesk has become a great advantage for our company. It helps increase efficiency and maintain customer satisfaction.
Zendesk Chat
What do you like best about the product?
It helps us get in contact with our clients much faster and easier then ever before. It's pretty quick to implement and not as expensive as other options.
What do you dislike about the product?
It is slightly overwhelming to receive so much chats at once. At times it didn't seem like we were solving their issues, we were almost enabling them to not go to the help center
What problems is the product solving and how is that benefiting you?
We are eliminating calls and helping our clients solve their problems faster. We really like being able to connect with them in real time and avoid them having to call in and be placed on hold.
Recommendations to others considering the product:
I would make sure you're entire team knows how to use the software prior to launching it. I know that seems silly but we launched it with only our leadership team and a few others knowing exactly how to use it and it was very difficult to get everyone up to speed as quickly as possible. That alone caused a great deal of stress within our organization.
Zendesk promotes a more efficient solution with customers
What do you like best about the product?
It should be noted that Zendesk is an incredible tool that has allowed me to improve customer relationships as it is designed for customer satisfaction and helps me keep my customers updated. I can also get a vision of the clients that I have attended since I establish a communication and also maintain an excellent integration to process and solve my cases efficiently.
What do you dislike about the product?
It is important to highlight that there is an improvement in labeling and classification to have an easier way to do it. In addition to showing a better preview of the attached files.
What problems is the product solving and how is that benefiting you?
Zendesk is used by us as it facilitates good workflow and be aware of different projects and improvements. On the other hand it allows us to establish an improvement in the management with our clients in a better way and keep up with the necessary tools on the website and thus we can address the needs of the clients in a more positive way.
Recommendations to others considering the product:
I can establish that it is an incredibly good tool and works very well in the organization since it allows you to carry out the needs of customers quickly and effectively. Since it provides the necessary tools to guarantee the best service.
Never Experienced Any Issues
What do you like best about the product?
It's easy to work with. I never experienced any issues while using the program. My job used it and it helped us stay organized and revisit ticket issues if/when necessary.
What do you dislike about the product?
It takes some practice. At first, operation is not obvious. After some light training, using the program got easier.
What problems is the product solving and how is that benefiting you?
With zendesk support we were solving customer service issues with residents. Among different levels of employees, it made solving tickets as a team easier and more organized. Setting priority was nice too.
Recommendations to others considering the product:
I recommend the software. It only made my job easier. It's only as helpful as your employees are organized.If everyone remains on the same page, as far as data entry and stylings, the team will prosper.
Amazing tool for online chat help
What do you like best about the product?
What I liked best about zen desk was that it made it so simple to interact with customers/clients while also providing their necessary information to make it easier to contact them if needed.
What do you dislike about the product?
I don't think there is anything I disliked about zendesk in my experience.
What problems is the product solving and how is that benefiting you?
I have solved problems like providing help on a certain website and helping people navigate to their needed destination.
Recommendations to others considering the product:
I recommend trying it out just because of the ease. I think it is the simplest to use out of all other software.
Using Zendesk to communicate with clients
What do you like best about the product?
I find it easy to track al support questions and respond to them as soon as possible. I also utilize the function to classify the tickets into different categories. It helps me stay organized.
What do you dislike about the product?
We often see technical issues with the system. Last month, all of zendesk was down. Clients were angry and we couldn’t reach out to them to let them know.
What problems is the product solving and how is that benefiting you?
I solve software/technical issues using zendesk. I also schedule meetings with the clients to teach them how to use our products. It’s an easy way to communicate with them.
Recommendations to others considering the product:
The Zendesk system crashes more often than we would like. I would also like to have more features to better track types of inquiries coming in from users.
Great tool for support centers
What do you like best about the product?
Zendesk is a user friendly software that helps you easily communicate with your customer base and also track the performance of your support team.
What do you dislike about the product?
Sometimes the software can encounter issues when adding on extensions and their support team isn’t always quick to find or resolve the issue.
What problems is the product solving and how is that benefiting you?
Communication with riders and drivers
Ease of Setup and Segmentation are the Differentiators
What do you like best about the product?
We use Zendesk Support and Zendesk Guide with multiple clients, and being able to quickly publish and segment out the users based on the org they are part of. This keeps potentially sensitive data in front of the org that needs it and away from the orgs that don't.
The customization for Guide is wide open, and the ability to keep your users informed while also allowing them to contribute to articles is monumentally assistive.
The customization for Guide is wide open, and the ability to keep your users informed while also allowing them to contribute to articles is monumentally assistive.
What do you dislike about the product?
It is not as immediately intuitive as I had envisioned it would be upon initial setup and without custom code, end-users using HelpCenter have to search their tickets independently of any tickets they are cc:d on. It's just not as immediately intuitive - but a bit of code or installing an entirely different template all together can turn this into a complete non-factor.
What problems is the product solving and how is that benefiting you?
We're reducing the time to resolve tickets by presenting a knowledge base/repository where our clients can get the answers they may find helpful.
The other major use case for Guide is the Help Center- a centralized point where clients can login, submit a ticket and follow-up with the ticket to see where it is in its life cycle. One of the great features of HelpCenter is the ability to review the tickets as conversation, where many of our clients only get parts of the tickets if they only utilize their email client.
The other major use case for Guide is the Help Center- a centralized point where clients can login, submit a ticket and follow-up with the ticket to see where it is in its life cycle. One of the great features of HelpCenter is the ability to review the tickets as conversation, where many of our clients only get parts of the tickets if they only utilize their email client.
My Review of Zendesk Support application
What do you like best about the product?
Zendesk support is application that respond quickly to your customer, smarter notifications and give customer updates and automate your workflow.
What do you dislike about the product?
Zendesk is helpful but it also has downside specially using the application. you need Wifi to connect and use Zendesk and also sometimes it took time to received the respond.
What problems is the product solving and how is that benefiting you?
Zendesk Support help me a lot because it gives easy communication for support.
Recommendations to others considering the product:
Zendesk Support is good application because you will fast respond to your problems.
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