Zendesk Suite
ZendeskExternal reviews
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Ticketing Complaint Management System
What do you like best about the product?
I really do like the Zendesk features such as, escalation of tickets to the management, creation of macros that increase the response time, notification tones whenever there is a new ticket. I also love how it categorizes its tickets for easy understandability, this includes, closed, open, oh hold, pending, and solved
What do you dislike about the product?
You can never use Zendesk for personal advantage unless for a company, secondly, it can be very costly for a small company.
What problems is the product solving and how is that benefiting you?
I work as a customer support agent, hence we use Zendesk to reply to customer tickets, and send them to their emails. We use it for collaboration and uniform central working point.
Recommendations to others considering the product:
Looking for the best ticketing and customer complaint management system? I highly recommend Zendesk for you.
Best Ticketing Software
What do you like best about the product?
Zendesk is the best ticketing software that we use to manage the high volume of customer tickets, the ability to mark duplicate tickets into one makes me like it very much. You can apply macros that speed up the response time. You can also categorize tickets into folders in form of views. It's easy to differentiate between open tickets, closed, pending, and solved tickets. Not forgetting the escalation feature that allows tickets to be solved at different levels.
What do you dislike about the product?
Zendesk is expensive for a small company. Secondly, it requires expertise to integrate into emails.
What problems is the product solving and how is that benefiting you?
We use Zendesk as a ticketing system where we reply to customer queries in their emails.We use eat to perform team work and collaboration.
Recommendations to others considering the product:
This the Best customer management, helpdesk, and ticketing system that I can highly recommend to any company that deals with customer support.
Zendesk the optimized tool for the call centers.
What do you like best about the product?
It is easy to navigate through the system and the tools are well explained.
What do you dislike about the product?
What I dislike about this app is that the interface seem to be old fashioned. It may need some update.
What problems is the product solving and how is that benefiting you?
NA
Zendesk review
What do you like best about the product?
Personally I've worked with Zendesk for quite sometime when I was a social media executive at my company. Used to resolve customers issues promptly, thanks to Zendesk platform. Customers' messages and posts were resolved as tickets thus, monitoring my daily performance. I set my SLA and this improved customer satisfaction since their issues were worked on promptly.
What do you dislike about the product?
Some tickets were missing in the platform. Not capturing all the tickets from some of the social media platforms, thus you have to respond via the page directly.
Their customer care takes time to respond to client's issues. There is a time I had an issue with my Zendesk account and I had to write them an email concerning my account. The email got a response 2 days later.
Their customer care takes time to respond to client's issues. There is a time I had an issue with my Zendesk account and I had to write them an email concerning my account. The email got a response 2 days later.
What problems is the product solving and how is that benefiting you?
Resolving and responding to customers' queries and emails via Zendesk. Zendesk made communication easier.
Recommendations to others considering the product:
It's a good platform for customer service and social media management since you can set your preferred SLA.
Mother of Customer Service Softwares
What do you like best about the product?
-You can handle multiple channels in on place (email, text, calls, chat)
-For enterprise accounts, you can get very creative with the insights (soon explore) reporting tool.
-You can integrate CRM and other apps to boost productivity
- Time tracking apps are also available
-For enterprise accounts, you can get very creative with the insights (soon explore) reporting tool.
-You can integrate CRM and other apps to boost productivity
- Time tracking apps are also available
What do you dislike about the product?
Sometimes it can lag or have bugs with ticket routing but this does not happen very open.
Easy to select the wrong option when saving a ticket.
Easy to select the wrong option when saving a ticket.
What problems is the product solving and how is that benefiting you?
Centralized Customer Services operations
Boast our UX experience with our users
Improved our productivity and answer times to end-user through ZD and integrated tools
Provide a smoother CS experience for our users.
Boast our UX experience with our users
Improved our productivity and answer times to end-user through ZD and integrated tools
Provide a smoother CS experience for our users.
Recommendations to others considering the product:
Evaluate your companies need in all areas; reporting, support, support channels, macros and tagging system before you implement zendesk.
Zendesk is an amazing tool when you pivot the right direction.
Zendesk is an amazing tool when you pivot the right direction.
ZenDesk is versatile to changing needs.
What do you like best about the product?
Zendesk allows for seamless interaction and allows ease of knowledge sharing! We are able to communicate with a number of clients and patrons easily and efficiently.
What do you dislike about the product?
I would like to know what changes are being worked on that will be available and pushed out as optional services from the platform.
What problems is the product solving and how is that benefiting you?
Communication, data management, customer satisfaction, IT needs and management.
Recommendations to others considering the product:
Take the time to understand completely how to set up each product and understand how each product works. with another. Have staff that can be dedicated and focused on the suite at startup.
User friendly
What do you like best about the product?
The UI is very user-friendly. The tickets are easy to find and manage. I can arrange them according to time received, time of the last update even according to the subject. There are a lot of things you can do according to your liking.
What do you dislike about the product?
When it is connected to Shopify, the area to answer the emails is really small you have to scroll to the sides or up and down to read the entire message. That's the only downside I see.
What problems is the product solving and how is that benefiting you?
Just mostly shipping concerns and the macros really help.
Zendesk has been very successful with seamless communication internal and externally.
What do you like best about the product?
Communication all linked together in one ticket.
What do you dislike about the product?
I would like to be able to delete comments within a ticket.
What problems is the product solving and how is that benefiting you?
Communication between guests and our internal staff was all over the place before and there was no way to track emails easily- this has been made much easier with the introduction of Zendesk.
Zendesk helps keep all issue details in one place
What do you like best about the product?
I like the ability to attach all types of content from photos and files and special attachment formats. The ability to have so many types of attachments helps our customers more completely describe or represent their issues.
The ability to have internal conversations regarding the customer issues prior to releasing an external answer or question response is very helpful.
The ability to have internal conversations regarding the customer issues prior to releasing an external answer or question response is very helpful.
What do you dislike about the product?
There have been a few times when I needed to speak to a human and the automations were so rigid that I was not able to get through to an actual person to review an issue with my account.
Multiple email notifications if an agent accidentally includes inside team members on the carbon copy feature, and the follow feature.
Multiple email notifications if an agent accidentally includes inside team members on the carbon copy feature, and the follow feature.
What problems is the product solving and how is that benefiting you?
We are an engineering consulting and specialized robotic automation solutions provider. We have complex systems that are not easy to diagnose or resolve with only one agent touch.
We use Zendesk to answer operational problems, communicate documentation and quotes for parts and services.
We use ZD to allow multiple subject matter experts to respond not only externally to the customer as needed, but to have internal conversations to align our communication prior to the external communication happening.
We have been able to keep our response time very low, and keep our customers aware of our next actions and deliverables schedule with the whole CS team aware of the status of activities.
We use Zendesk to answer operational problems, communicate documentation and quotes for parts and services.
We use ZD to allow multiple subject matter experts to respond not only externally to the customer as needed, but to have internal conversations to align our communication prior to the external communication happening.
We have been able to keep our response time very low, and keep our customers aware of our next actions and deliverables schedule with the whole CS team aware of the status of activities.
Scalable Solution in a Box, Superb Agent Experience
What do you like best about the product?
Scalable solution - we used Zendesk from when our inbox was too much to keep up with and it supported SalesLoft's Support team until around $90m ARR. Really easy KCS and answerbot/ticket reduction systems in place that are worth every dollar. Zendesk tickets also puts a lot of thought into the agent experience and what can be done to help agents have a better day - play button, tickets auto updating while you are actively editing them, keyboard shortcuts, personal/group macros, etc. In ServiceCloud you have to plan all of this out yourself, while in Zendesk it's an out of the box approach. The knowledge/help center site is easy to implement and use for ticket portals, implement SSO with your application authentication and make it easy for agents to search using the knowledge app.
What do you dislike about the product?
Salesforce integration can have limitations and is hard to mirror SFDC depending on how your Salesforce is set-up. Knowledgebase and user forum are pretty standard experiences. Hard to customize if it's not included in the box.
SLAs are either either on or off. It's not possible to have target goals where you aren't in a customer/contract SLA breach but you are not hitting an internal service goal. Would love to have that.
Search in the knowledge base help center can be challenging at times. We actually implemented a 3rd party search tool to get better search results.
SLAs are either either on or off. It's not possible to have target goals where you aren't in a customer/contract SLA breach but you are not hitting an internal service goal. Would love to have that.
Search in the knowledge base help center can be challenging at times. We actually implemented a 3rd party search tool to get better search results.
What problems is the product solving and how is that benefiting you?
Support at scale. We currently do around 4k tickets per month without much extra modifications to Zendesk.
Recommendations to others considering the product:
I would get all customer facing teams on the same system and try to prevent a disjointed post-sales support operation.
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