Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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Not bad system for helpdesk
What do you like best about the product?
One of the most used system for helpdesk
Flexible system settings
Not difficult to set up
Integrating in company`s mail, so people can just open request, reply, rate and close it. Also integrate with company`s telephony
Counts for reward
Flexible system settings
Not difficult to set up
Integrating in company`s mail, so people can just open request, reply, rate and close it. Also integrate with company`s telephony
Counts for reward
What do you dislike about the product?
Not intuitive interface for users, which are handle to helpdesk team. Also, IT - mans needs to get used
System has bugs, but support engineers or big customer community will help you
System has bugs, but support engineers or big customer community will help you
What problems is the product solving and how is that benefiting you?
Company`s support engineers use this system to operational solve users issues.
Recommendations to others considering the product:
Zendesk support is the big companies choice for the best helpdesk performance
Customer care turned QA analyst loving Zendesk
What do you like best about the product?
The interface is easy to use. It was something most people could catch on quickly. It offered a clean view of customer information and offered an ease of navigation.
What do you dislike about the product?
The automatic sign-out was frustrating. It caused many problems; for example, the page would remain in the last active view you used. After the system logged you out it was not known until you searched for a customers name, hit search, and then ended up in the log in section. Once you log back in, it returns you to the old account, not the one you were most recently searching for. This lead to many account mix ups.
What problems is the product solving and how is that benefiting you?
Help with customer questions, understanding certain needs for our clients, requesting reviews for things within our company. We also used it to quantify our list of internal errors/complaints.
Recommendations to others considering the product:
Keep with it, they are a good software to have. It offers an array of uses that can fit well within other systems you use for your company.
Buckets of customizable goodness!
What do you like best about the product?
Easy to view and act powered by clean and neat UI design. The customization is a godsend, making the platform suitable for countless applications.
What do you dislike about the product?
Can be unresponsive at times, perhaps less a product of the product itself and its reliance on a rocksteady connection.
What problems is the product solving and how is that benefiting you?
Zendesk enables the organization and speedy response of all customer inquiry across a team in several offices worldwide.
Simple and easy support system
What do you like best about the product?
Zendesk makes it really easy to organize all requests you receive from your in-house team to outside customers. Our team receives hundreds of tickets a week. Since we receive so many tickets, the best features Zendesk has to counter this are Triggers, Automations and Macros. With Triggers, you are able to automate activities to happen based on certain criteria. For example, if a ticket gets submitted with the word "Help" in the subject line, you can program Zendesk to assign it to a specific person and to reply to the submitter with a message. Automations function in a similar way but are timed instead of instantaneous. Macros allow you to update a ticket's tags, message, and other information with a click of a button. Zendesk has done a great job to make a ticketing system that increases company efficiency. It also has a Help Desk (customer forum / QA) section that is available at a specific price tier that could save you time.
What do you dislike about the product?
Because it's so popular and common, it's not tailored for any specific industry or product type, so often the features are built in a broad, abstract, and malleable way. This requires you to perform a little tailoring and administration to make Zendesk work well for you.
What problems is the product solving and how is that benefiting you?
As a school district of almost 13,000 students and thousands of staff, we need something simple with automation features. Zendesk has been our answer. We love the search aspect of it too, with so many tickets coming in week after week, a lot of times we have similar issues across our school locations, so being able to search by key word and see past tickets and their solutions has been a huge benefit for us in streamlining and speeding up our response and solve time.
Uneven User Experience
What do you like best about the product?
That I could input part of the name of a field and it would show up.
What do you dislike about the product?
I did NOT like that filters would not stay applied. Even when I put it in the settings that I wanted newest items first, it was still overrode by other settings. I had to click the filter button every time I refreshed the page.
Also, I had a bad week where I got several bad quality scores and my score NEVER increaseed after that. I had 5 good reviews in a row and it barely moved 2 points.
Also, I had a bad week where I got several bad quality scores and my score NEVER increaseed after that. I had 5 good reviews in a row and it barely moved 2 points.
What problems is the product solving and how is that benefiting you?
I was assisting customers. Benefits include streamlined assistance for customers.
Recommendations to others considering the product:
Make sure you set the product up very well, or else it will be a hindrance to your staff.
One of the best Support Handling Panel
What do you like best about the product?
Zendesk support has different following features:
1) Easy to use for a non-technical person.
2) We can create a different number of agents to make the support process manageable.
3) Zendesk provides different support types like chat, talk along with email support.
4) One of the coolest thing is that they provide API support for developer.
1) Easy to use for a non-technical person.
2) We can create a different number of agents to make the support process manageable.
3) Zendesk provides different support types like chat, talk along with email support.
4) One of the coolest thing is that they provide API support for developer.
What do you dislike about the product?
Following are the dislike points:
1) Zendesk support is quite expensive for the normal user.
2) Unable to edit a reply once delivered.
3) Searching isn't quite interesting.
1) Zendesk support is quite expensive for the normal user.
2) Unable to edit a reply once delivered.
3) Searching isn't quite interesting.
What problems is the product solving and how is that benefiting you?
In order to provide service to user asap, we used zendesk support, so that we can interact with our clients quickly and resolve their queries asap. With different agents, ticket management process is very easy. We can create macros of usually used reply and send it in future by just one click. We can set proiorities of ticket for different agents
Recommendations to others considering the product:
If you wanna make you users happy with great support, then zendesk support is very good option for you. You can reply your users faster and provide better customer satisfaction and gain goodwill.
Zendesk for Customer Support
What do you like best about the product?
It's a way to respond quickly to help customers, through either email, chat, or system ticket.
What do you dislike about the product?
I have no complaints about Zendesk ticketing
What problems is the product solving and how is that benefiting you?
It helps us stay on top of customer needs & questions, & direct them to the correct department. Monthly reporting helps us make sure we're fast and thorough with our responses.
Quick, Simple and user friendly
What do you like best about the product?
Zendesks simple and minimalistic layout is really easy on the eye and so simple to get around
What do you dislike about the product?
Its not always obvious where things are, can require some looking about
What problems is the product solving and how is that benefiting you?
Easy supporting for customers
Recommendations to others considering the product:
Super user friendly for both customers and agents
The best, but still missing common features for B2B support
What do you like best about the product?
The administration is very easy and API is pretty good. The Agent interface is also great compared to other solutions. The move to AWS SES for improved email deliverability is great.
What do you dislike about the product?
No method of making Read Only custom end-user or organization fields. Fields cannot be clickable hyperlinks. You can not report on User activity with the Explore addon. Zendesk own community run on Zendesk has hundreds of duplicate Feature requests that are not curated or responded to in a timely manner by their employees. (am not saying F.R.s getting fulfilled, just acknowledged). API Rate limit does not scale with number of agents or customers, you have to pay for the addon. Zendesk Talk is not as feature rich as other solutions.
What problems is the product solving and how is that benefiting you?
The need was to consolidate to a single platform for B2b support with the integrated community and VoIP solution. We can now have remote employees that use the intergrate voip with ease. The
Recommendations to others considering the product:
There are lots of limits that are not properly documented in a known limitations doc. Make sure you test the $%*$& out of Zendesk with the workflow you are looking for prior to buying.
Get tickets from all channels
What do you like best about the product?
Zendesk make it easy to gather all support requests in one place. Regarding of channels, any customer support rep can have access and grab any case request right away. The analytic part of the solution is great too. For the Reps, it is great to be able to track their KPI's.
What do you dislike about the product?
The interface needs some visual improvement. Sometimes buttons are hard to find or located in not so convenient areas
What problems is the product solving and how is that benefiting you?
We had requests coming in from all sort of channels. Zendesk consolidated all of those into one single tool.
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