Zendesk Suite
ZendeskExternal reviews
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It is one of the best helpdek software!
What do you like best about the product?
I personally like their which can be integrated with any system
What do you dislike about the product?
Some limitations about the chat integration
What problems is the product solving and how is that benefiting you?
Solved Queue & ticket problems.
Recommendations to others considering the product:
Try it! It worths your attention!
Making customer service easy
What do you like best about the product?
Zendesk is a perfect customer service solution that keeps everything in once place. The Zendesk platform allows for us to answer customer service tickets directly within the platform, see the status of the ticket, and send feedback surveys automatically. The internal notes feature helps us stay organized and it easily connects with Salesforce.
What do you dislike about the product?
The Zendesk platform is very user friendly and easy to use. It connects with Salesforce which is great for us. Having to jump out to another platform is not ideal, but overall is it a great tool!
What problems is the product solving and how is that benefiting you?
This is key for clients to send in help desk request tickets and easily assess the response with an automated feedback survey. We have also been able to provide live chat services to our client base using Zendesk.
Improves efficiency and organization
What do you like best about the product?
The fact you can have tabs on each ticket issue is incredible for efficiency, and I also really appreciate that you can see who is currently viewing the tickets you are looking at. The user interface is also incredibly easy to use and I was able to get started pretty fast.
What do you dislike about the product?
Perhaps the left bar in each ticket case has a lot of information that is not clearly explained. There are certain fields that are mandatory and I always struggle finding the correct options and ensuring those fields are filled up. Perhaps an alternative would be to have all required fields at the top and make the 'About' field a little bit clearer that it's referring to the topic of the ticket.
Another problem I had was with finding all the tickets I have worked on, the process is a bit confusing and not very straightforward.
Another problem I had was with finding all the tickets I have worked on, the process is a bit confusing and not very straightforward.
What problems is the product solving and how is that benefiting you?
I am currently using the Zendesk Support suite for assisting other departments with questions and issues they might have. I have found that it's incredibly useful for better communicating back and forward between teams and keeping track of the tickets.
Thank you zendesk for making everything easier
What do you like best about the product?
its reasonable,Unlimited chats, triggers & departments we can do Conversion Tracking,Multiple help centers,Call recording & voicemail transcription,i can do Callback from queue Call monitoring & barging....Agent recording controls
Real-time queue levels Real-time dashboards Agent activity dashboards Agent availability controls Tickets for abandoned calls,and is well-priced for both small and large businesses. such as which unit submits the most tickets, how long tickets take to resolve, and what the peak times are during the day.”Zen desk has really changed our entire approach to managing customer support.This equips a support team with context—about who a customer is, where they’re coming from, and what they’ve reached out about in the past—regardless of channel.
Real-time queue levels Real-time dashboards Agent activity dashboards Agent availability controls Tickets for abandoned calls,and is well-priced for both small and large businesses. such as which unit submits the most tickets, how long tickets take to resolve, and what the peak times are during the day.”Zen desk has really changed our entire approach to managing customer support.This equips a support team with context—about who a customer is, where they’re coming from, and what they’ve reached out about in the past—regardless of channel.
What do you dislike about the product?
I HAVE NO ISSUES WITH ZEN DESK AT THIS MOMENT,OUR TEAM IS GROWING AND ZEN DESK IS LIKE A BIG HELP IN THIS.People report strange behaviors in software some times we have like some pods getting missed calls but it is fixed quickly,also manually searching for comments thats one thing i think that can be improved Another thing that bugs me is the inability to edit comments that have already been posted. Zen desk supports markdown, which is good; it helps you organize information a lot more than just plain text inability to edit a closed ticket. i miss tablet mode, if we want to use landscape mode we have to go to the actual website
What problems is the product solving and how is that benefiting you?
REPORTING ISSUES IN REAL TIME.Give your agents the context they need to handle every call.building meaningful relationships and closing deals faster.Instead of spending time on manual tasks, your reps can automate lead outreach to find and engage with more qualified prospects,
Recommendations to others considering the product:
if you are starting from nothing and want to reach a part in lif where customer satisfaction is what you need choose zendesk
Outstanding Product
What do you like best about the product?
Zendesk support suite offers an all in one, from chat, phone, email all in one place. The fact that you can turn on and off the phone portion and the chat portion is extremely helpful when you have agents on lunch or break.
What do you dislike about the product?
We have not found anything to dislike at this time.
What problems is the product solving and how is that benefiting you?
We use Zendesk to communicate with our non-profit organizations as a help desk all support tickets are routed to our Zendesk where our agents handle the email tickets coming in. Each ticket is automatically numbered and when solved it saves in the system for later retrieval
Recommendations to others considering the product:
I would highly recommend if you want an all in one platform for email, chat, phone, you can also create macros for responses saving typing time. It is very easy to learn and new employees can pick it up quickly. Our technical support department uses this daily.
Great for customer support and internal communication
What do you like best about the product?
I like the ability users have to follow certain tickets and communicate with team members internally.
What do you dislike about the product?
Sometimes it's easy to lose your place if you click around too much because Zendesk will open up new tabs with each click.
What problems is the product solving and how is that benefiting you?
Ease of communicating with team members to resolve complex customer problems
Recommendations to others considering the product:
Take the time to go through initial training when you get started. It's really helpful and will minimize frustrations in the future.
Great product for customer service
What do you like best about the product?
The product is very intuitive and provides helpful pointers to optimize your customer success channel.
What do you dislike about the product?
The platform can be a bit clunky when using for the first time. But it's pretty easy to understand after a few reps.
What problems is the product solving and how is that benefiting you?
We are using ZenDesk to drive strong customer service for our current customers as well as prospective customers. Our journey often requires answering questions about shirts designs and fulfillment and ZD has helped us immensely.
Zendesk is easy to use, customize, and the Zendesk team is amazing!
What do you like best about the product?
I like the ability to customize or do just about anything with the combination of triggers and automations. Zendesk Support Suit has significantly reduced our tech stack and enabled us to become more efficient and save oodles of money for our organization! Also, the support, and customer success staff are stellar. Our request are always addressed in a very timely manner and its clear everyone at Zendesk is passionate about what they do and are well versed in the ways of the Zendesk. Our newest Customer Success team including Chelsea, Hillary, and Kale are great. Chelsea is willing to jump on a call and drives the conversation in a way that enables her to better understand our needs as a desk /customer so that we can partner in designing and implementing Zendesk in a way that ensures we are successful. Personally, I also really appreciate Zendesk's awareness of events happening in the world around and demonstrate decency in their decision-making as a company. For example, the multitude of webinars in place of Zendesk Relate which was canceled due to Covid19 were amazing (even though we went to Miami anyway :D ). We met Sarah Reed in Miami. It was clear that Sarah worked tirelessly to setup the Zendesk Relate conference which Zendesk made a difficult but responsible decision to canceled at the I'm sure great expense to the company. All this to ensure that customers and their staff were safe in the onslaught of Covid19. Sarah in spite of these unfortunate circumstances was still an extremely positive/kind figure to those of us who showed up in Miami anyway and demonstrating the resilience and commitment to the customer centric organization that is Zendesk. I've also attended Zendesk's CX & Pride event. All this to say that its clear that Zendesk cares about people as well as being a successful business and that's truly amazing. I would recommend Zendesk to any organization.
What do you dislike about the product?
The new agent workspace needs some work. We would love to enable this for our team but the spacing on chats specifically makes it very challenging to look at a ticket. If there was an option to expand / collapse chat threads that would be great. We would love to use a round robin style ticket assignment automation tool native to zendesk.
What problems is the product solving and how is that benefiting you?
We've found loads of efficiency with Zendesk talk, answerbot and ability to make dynamic changes to our Zendesk architecture without code changes which enables us to pivot quickly depending on the needs of the desk.
Seamless integration and variety of tools help you take the customer experience to the next level.
What do you like best about the product?
The UI is user-friendly, clean and simple. Besides that, these are 2 critical features Zendesk offers: high-level of customization as your support team scales and serves different countries and demographics, and constant innovation of added tools to improve the customer experience, such as Guide, Gather, dynamic content, languages etc.
What do you dislike about the product?
Lack of an inclusive list of languages to support. Currently, our zendesk supports 26 languages, but Zendesk needs to increase these to include many more languages. The reason being that for languages that Zendesk doesn't support, there is a fair amount of inefficiency and tedious work that goes into setting up macros that can't be supported in the dynamic content options as a result of Zendesk not supporting them.
Also, there isn't a function to efficiently and quickly export all macros and tags for review and organization.
For Zendesk Guide, there needs be an easy and clean way to export the help center articles. We only find workarounds, apps developed by others or community articles, but Zendesk should build its own system. The UI and customization should be improved.
Also, there isn't a function to efficiently and quickly export all macros and tags for review and organization.
For Zendesk Guide, there needs be an easy and clean way to export the help center articles. We only find workarounds, apps developed by others or community articles, but Zendesk should build its own system. The UI and customization should be improved.
What problems is the product solving and how is that benefiting you?
1) Serving our global and diverse community of users in multiple languages
2) Analyzing our support with Zendesk Explore
3) Being able to add and support over 900 macros
3) Ability to integrate a seamless support experience into our app as well as a Help Center you can deeplink in support tickets
2) Analyzing our support with Zendesk Explore
3) Being able to add and support over 900 macros
3) Ability to integrate a seamless support experience into our app as well as a Help Center you can deeplink in support tickets
Ready for efficient and effective communication?
What do you like best about the product?
the interface is simple and easy to use.
What do you dislike about the product?
Sometimes you can lose formatting from incoming emails.
What problems is the product solving and how is that benefiting you?
I use Zendesk Support Suite for several things from assisting clients with their product to product education. I love how simple it is to organize tickets from each client. There are options to create auto responses and prewritten emails. This makes time management even easier for my team and I.
Recommendations to others considering the product:
Don't wait! Make the switch and be sure to integrate your service with all of the options!
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