Zendesk Suite
ZendeskExternal reviews
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customer friendly
What do you like best about the product?
i'ts easy to assign roles and manage and easy to use for both agents, admins, and customers.
What do you dislike about the product?
it completely not useful when integrated with knowledgebase.
What problems is the product solving and how is that benefiting you?
customer interaction.
Zendesk is very helpful and reliable!
What do you like best about the product?
I like Zendesk Chat's speed and the ease of monitoring chat activity using it.
What do you dislike about the product?
Sometimes there are service outages and that can be frustrating, but I don't think that's really anything Zendesk can do anything about. They are prompt in communicating what's happening and also making sure it's fixed.
What problems is the product solving and how is that benefiting you?
We're solving the problem of chatting with our customers - this is another channel where they can easily reach us. We've realized that customers enjoy chatting with us and we tend to get higher customer satisfaction from chat than with other channels of communication.
Amazing Support Ticket tracking
What do you like best about the product?
I love how intuitive Zendesk is to use when you are maintaining a log of activity in regard to a specific customer support ticket
What do you dislike about the product?
I have been using Zendesk for about a year now and have yet to run into any shortcomings in the systems functionality
What problems is the product solving and how is that benefiting you?
We are using Zendesk to track open customer support tickets, and maintain a through log of all the information tied to the issue.
Recommendations to others considering the product:
If you are in need of a comprehensive system to monitor and maintain any customer support logs, Zendesk is the easiest to use system I have come across in my professional experience.
Easy to use
What do you like best about the product?
Love that the app allows a similar experience to if I was on a computer.
What do you dislike about the product?
If there are many conversations, it'd be helpful to just see the name and date submitted with the option of clicking in and viewing actual content. This would provide easy access to information as needed. Would love if there was flexibility in exporting data (ie: identify top issues)
What problems is the product solving and how is that benefiting you?
Logging issues and concerns.
Best in class for customer support and knowledge management
What do you like best about the product?
Zendesk's built-in knowledge management tools like macros, Internal and External Guide, as well as knowledge capture
What do you dislike about the product?
While I love how that knowledge management can be integrated into the agent’s main zendesk dashboard, the “articles” system feels outdated and limiting. It makes more sense to have “wizard” style guided workflows to reduce effort and streamline research
What problems is the product solving and how is that benefiting you?
Zendesk is a highly customizable, versatile, easy to use tool for customer support teams. As a new hire I found the learning curve to be pretty low. Seamless integration with knowledge management makes managing a large email queue a breeze— no need for support agents to hand write every single response. The filtering options make triaging customer emails especially easy. I also love how easy it is to imbed links in an email body, include attachments, and even emojis! I love that it supports both email and SMS communication with customers. You can see responses coming through in real time!
Recommendations to others considering the product:
It’s a convenient, versatile, customizable option that will be easy for your agents to use. It’s popular for a reason! My current company uses Netsuite and I miss Zendesk terribly!
Zendesk greatly helps our customer support team streamline and manage our communications.
What do you like best about the product?
I like that we can connect and share cases with our partners in Zendesk and we can customize to fit our needs. We also use the application to manage our social media communications.
What do you dislike about the product?
Support is limited to self-help and we have had difficulty creating customized reporting.
What problems is the product solving and how is that benefiting you?
We have been able to streamline our communications and identify trends.
I love Zendesk!
What do you like best about the product?
I love that each interaction is recorded in case you ever have to go back and pull up proof of a conversation.
What do you dislike about the product?
Tickets sometimes bounce to other users that may have assisted on the ticket instead of the person who solved the issue.
What problems is the product solving and how is that benefiting you?
Sometimes there are disconnections. Chats from different countries appear when I should only receive US chats.
Recommendations to others considering the product:
If you're looking for a software that allows you to solve user issues in real-time, Zendesk is it.
Excellent software for ticket management
What do you like best about the product?
Ability to link to other systems for seamless communication
What do you dislike about the product?
Nothing so far. It seems to be an excellent program
What problems is the product solving and how is that benefiting you?
Management of a large support team that can all use the software.
Zendesk is a great tool for customer service!
What do you like best about the product?
The platform is extremely customizable in terms of letting you choose a template or fine-tune the design to your liking. While our marketing manager used this feature more, Zendesk offers helpful in-platform analytics. As the customer service manager, you can easily see how your agents are performing and what pages visitors are on before they reach out to you. You can also track chat logs and data over time.
What do you dislike about the product?
A free version of Zopim is available, which is how we started using Zopim and Zendesk originally. However, it can be very restrictive in terms of what you can and cannot do. For example, by default, the free version shows a “We are Offline” image when the chat is unattended. Due to this, customers get the idea that they can’t get in touch with your support team. The paid plans allow you to hide this option, as well as make other changes to the way your chat appears.
What problems is the product solving and how is that benefiting you?
As the customer service manager, Zendesk was an amazing tool at helping us track issues with our customers as well as the progress of our agents. I started using this when it was Zopim and Zendesk separately and have always been impressed with the ease of use.
Zen Support
What do you like best about the product?
Very simple to use, the ability to track customers' previous interactions with our team has been a huge help in providing quick and efficient support.
What do you dislike about the product?
There's no real dislikes for me. Routing and Triggers can be confusing, they have a really great wiki for these things. If those do not help, their support team is very helpful with working through any problems.
What problems is the product solving and how is that benefiting you?
We are able to provide continuous support to our customers across several brands. Zen also provides great reporting tools.
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