Zendesk Suite
ZendeskExternal reviews
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Very pratical !
What do you like best about the product?
The most helpful in Zendesk is the simplicity of use, the ergonomy of this solution too.
I think is the best solution for your company in terms of customer service. When a customer contact the customer service, he's immediatly supported by your team dedicated to customer service.
Thanks to the Q&A section provided by Zendesk, the customer is able to find all the answers about the product. Most of the time, when a customer reach us, we redirect him to the Q&A section because his question already have an answer.
I think is the best solution for your company in terms of customer service. When a customer contact the customer service, he's immediatly supported by your team dedicated to customer service.
Thanks to the Q&A section provided by Zendesk, the customer is able to find all the answers about the product. Most of the time, when a customer reach us, we redirect him to the Q&A section because his question already have an answer.
What do you dislike about the product?
Until now, I didn't find any donwside for this solution. Zendesk help me to even improve my knowledge about the product that my company is selling tanks to the Q&A.
The thing about it who can be improve, I think, is the possibility to synchronize it with the CRM I use on a daily basis. It can be problematic when all the info about a customer isn't reunited in one and only "spot" because all of the users don't have the reflex to check if the customer have reach your plateform via Zendesk.
The thing about it who can be improve, I think, is the possibility to synchronize it with the CRM I use on a daily basis. It can be problematic when all the info about a customer isn't reunited in one and only "spot" because all of the users don't have the reflex to check if the customer have reach your plateform via Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk as become essential on a day to day basis. I can provide help to my customers and share informations with them in one or maybe two clicks.
Recommendations to others considering the product:
My recommendations about this solution is simply to try it ! You'll see, it's very ergonomic, simple of use for your employees and even more for your customers !
Easy way to manage tickets!
What do you like best about the product?
All of the tickets are color coded depending on if they're new, open, or closed which is really helpful. I am able to communicate effectively with both our customers (external tickets) or our engineers (internal tickets).
What do you dislike about the product?
So far I have not found anything that I dislike about the software, yet I have only been using it for a short time.
What problems is the product solving and how is that benefiting you?
We are solving issues that the customers have with our software in particular. They submit a ticket through Zendesk and it goes to the person on our Product Support team that is the primary specialist on that customer. We then attempt to solve the bug ourselves, and if we can't we submit it to our internal engineers to write a script to fix the bug.
Stress free Zen
What do you like best about the product?
Zen desk is a simple product for tracking and assisting clients. The live chat and messaging is great for supporting clientele.
What do you dislike about the product?
I honestly do not dislike anything about zendesk because it has helped me ensure my guests are always satisfied.
What problems is the product solving and how is that benefiting you?
Problems are dealt with immediately with fast, live help. Reliability 24/7 has been the number 1 benefit.
Recommendations to others considering the product:
I advise you to try the free trial of zendesk and you will see it is simple, effective and user friendly.
Helpful to share your knowledge base with customers
What do you like best about the product?
Easy to edit, no coding experience needed, simple to see what pages are published/in draft etc
What do you dislike about the product?
I don’t love the set up of how it appears on the actual site. I wish I could customize that
What problems is the product solving and how is that benefiting you?
Solving : having customers know our faq
Benefits: less email and chat questions
Benefits: less email and chat questions
Easy to Use
What do you like best about the product?
Zendesk is so easy to use and makes connecting with our customers so easy.
What do you dislike about the product?
There isn't really anything to dislike! As long as you know how to use the software, it will help you support your customers.
What problems is the product solving and how is that benefiting you?
We receive emails from our customers and are able to be notified in different mediums because of the integrations. We can respond to our customers directly in Zendesk to keep all information in one place.
Easy support system!
What do you like best about the product?
It is easy compiled together to keep track who customer tickets, and set statuses.
What do you dislike about the product?
Only thing I can think of is some text variation, more clear bold font.
What problems is the product solving and how is that benefiting you?
Making sure we can get to customer's inquiries in a timely manner. Helps keep a compile database for statistics to make sure we are staying on pace!
Recommendations to others considering the product:
Use it! Easy to use and helps your customers receive great responses.
A Smooth & Steady Customer-focused platform for the long haul
What do you like best about the product?
I love the flexibility of Zendesk the most. There really hasn't been something that we haven't been able to do yet. Essentially, the tool allows us to stay ahead of business needs in supporting our customers. This is done with things like multi-tenant and multi-lingual support inside of a single platform. The workflow options are sophisticated and with the proper planning you can support a wide array of ticket flows.
We've been able to go from a single team of less than five people to 75+ people using Zendesk at the company. The investment they make in the product is visible and has allowed us to "enjoy" the tool over time as it keeps growing with the times so to speak.
The integration with GoodData is legit and allows deep insights into the performance of your team and workflows. Key component of the application.
We've been able to go from a single team of less than five people to 75+ people using Zendesk at the company. The investment they make in the product is visible and has allowed us to "enjoy" the tool over time as it keeps growing with the times so to speak.
The integration with GoodData is legit and allows deep insights into the performance of your team and workflows. Key component of the application.
What do you dislike about the product?
There are few items that I don't like about the product but those are mainly centered around the price point in which we're currently at. It would be good to have a bit better options for ticket statuses and flexibility on the spacing of the UI ( I would love a compact mode).
What problems is the product solving and how is that benefiting you?
We're solving the need: for unified communication for internal and external conversations, integrations into trello and zendesk, easy of use for a team with a wide range of skills, and integration into our own products.
We've capitalized on the custom app development they allow which has added to the productivity of our team by allow us to streamline some workflows and pull in third-party information. This area of the product allows it to expand and meet specific organizational needs, assuming you have the developers available.
We've capitalized on the custom app development they allow which has added to the productivity of our team by allow us to streamline some workflows and pull in third-party information. This area of the product allows it to expand and meet specific organizational needs, assuming you have the developers available.
Recommendations to others considering the product:
Zendesk works great when you buy into their whole ecosystem. Their pricing can be a bit higher but the value is really there, so make sure that you have a long-view of support the investment needed. They truly want to build a great product and it shows over time.
Zendesk is a great solution for support teams to use to manage and tier tickets
What do you like best about the product?
Zendesk is very good at managing tickets and providing updates to the parties involved. Its email integration makes is super simple to keep track of tickets. Additionally, we use the automated bot feature that suggests answers to user's tickets. This is why the seamless integration with Support articles is nice.
What do you dislike about the product?
No real dislikes. It does the job and does it well. Tiering tickets, tracking SLAs, and updating ticket statuses are all easy.
What problems is the product solving and how is that benefiting you?
Before Zendesk, tickets were managed via email with no tracking system. Because of this, our team was bogged down and kept losing track of the tickets they were working on. Establishing a queue is the best part of using this software.
One organized, collective inbox
What do you like best about the product?
I love that we can search an email address and see all the emails that are generated from that one address. It's so nice being able to pull up all communications and get a quick picture of the customer experience so far.
What do you dislike about the product?
I don't like the merging process when combining multiple tickets. On the customer side too, the notifications of the "ticket" is confusing.
What problems is the product solving and how is that benefiting you?
Quicker resolution times.
The best live chat
What do you like best about the product?
I like that I can implant a talk gadget on my site and when a guest goes to my site I can engange them through the live visit and after that from my zendesk dashboard I get usefull data.
What do you dislike about the product?
The vast majority of the usefull highlights are accessible on the expert arrangement.
What problems is the product solving and how is that benefiting you?
We use Zendesk talk to offer help to our customers on our site and since we began utilizing Zendesk visit we have seen an expansion in transformation rates.
Recommendations to others considering the product:
On the off chance that you need a decent and simple approach to collaborate with your customers in realtime at your site then zendesk visit is the product for you.
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