Zendesk Suite
ZendeskExternal reviews
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Excellent tool!
What do you like best about the product?
It allows to automate response to our customers. The software is really easy to use and understand.. it has a very great robust reporting and advanced analytics which is really helpful to any company.
What do you dislike about the product?
The premium features are way better than the ones in basic and the premium is tad expensive.
What problems is the product solving and how is that benefiting you?
Easy to use Tracks all issues and provides reports Improves efficiency and service quality. The ticketing system works really well.
Great product
What do you like best about the product?
It's an intuitive program - well designed and well explained through support. Easy for customer service teams to understand as well, which they especially like because it makes their jobs easier. Reporting is great - gives good insight.
What do you dislike about the product?
It can be a lot of setup work if you're using macros. Once complete, it saves a huge amount of time.
What problems is the product solving and how is that benefiting you?
Automating responses where possible, allows for shorter response time.
Recommendations to others considering the product:
Worth the setup time.
Zendesk Support Enables Me to Do My Job
What do you like best about the product?
Easy ticket management, tagging, great and extensive API
What do you dislike about the product?
Has the tendency to get very slow, some functionality is limited
What problems is the product solving and how is that benefiting you?
We do all of our email and chat based support, and host all of our documentation on ZD Support
Learning Curve
What do you like best about the product?
What I like best about Zendesk is that it is very organized. When a duplicate ticket is made, the previous ticket is closed and the new ticket is linked. You can see exactly who is working on a ticket in real time, and the reporting is very educational.
What do you dislike about the product?
What I dislike about Zendeks is the emailing System. It is a bit confusing and now even months after starting to use the software I am still having issues with it. I wish it was more of a standard email format.
What problems is the product solving and how is that benefiting you?
The business problems I solve with zen desk support are customer service relation issues such as clients account questions and billing.
Recommendations to others considering the product:
There is a bit of a learning curve but once you understand it really expedites things
Zendesk Enterprise plan
What do you like best about the product?
We already know Zendesk is a great support tool, but with the enterprise plan you can set up multiple Brands with their own workflow. This is so powerful
What do you dislike about the product?
It's not cheap but if you need this feature is value for money. You need to train yourself on this enterprise plan, because you can customise so many things.
What problems is the product solving and how is that benefiting you?
After a one time setup phase you can service a whole customer service department with just a few resources
Zendesk chat works great and is great addon to zendesk
What do you like best about the product?
That is plugs and plays proper with the zendesk service suite
What do you dislike about the product?
Sometimes the chat fails to load and seems to slow the site down
What problems is the product solving and how is that benefiting you?
allowing customers to chat with our reps in real time without having to pickup the phone or use email which may not make it in time or get sent to spam
Recommendations to others considering the product:
nice and smooth live chat feature that integrates nicely with the zendesk suite of customer service functions. We highly recommend their full services as it makes for a nice all in one dashboard for customer services within one URL custom to your business
Zendesk makes organizing issues a breeze!
What do you like best about the product?
-We can sort and reassign issues within the company.
-You can make private notes on tickets that customers can't see but team members can.
-You can make private notes on tickets that customers can't see but team members can.
What do you dislike about the product?
-When a user has been repeatedly added from Suspended it should add that user to the safe list.
-The search feature is a little tricky and puts the tickets in an unusual order.
-The search feature is a little tricky and puts the tickets in an unusual order.
What problems is the product solving and how is that benefiting you?
Organizing customers within their business domain.
Zendesk integrated web support
What do you like best about the product?
Zendesk is a set of professional tools to provide complete technical support through the web, especially with Zendesk Support it is possible to manage the support of our company through one of its chat applications.
As an administrator the tool presents a dashboard very well organized and visually pleasing where we can configure the functioning through an assisted assistant in which the support agents are also added and assigned to their support department. Using departments we can separate the different parts of our business and give a differentiated support assigning experts to each one.
As a user we have a chat to interact and solve problems and we can also avail ourselves of a FAQ of frequently asked questions to solve the doubts without saturating the support.
As an administrator the tool presents a dashboard very well organized and visually pleasing where we can configure the functioning through an assisted assistant in which the support agents are also added and assigned to their support department. Using departments we can separate the different parts of our business and give a differentiated support assigning experts to each one.
As a user we have a chat to interact and solve problems and we can also avail ourselves of a FAQ of frequently asked questions to solve the doubts without saturating the support.
What do you dislike about the product?
Although the application is excellent, its price is somewhat high especially for companies with a large number of technical support agents.
What problems is the product solving and how is that benefiting you?
I am using zendesk as a support agent in my work and I think it is very efficient how the application distributes the tickets among the different agents so that the work is solved faster and we avoid that the system is saturated with unresolved tickets.
Recommendations to others considering the product:
I recommend that you use Zendesk if you are looking for a simple application to configure and that can offer support to a large number of people, also if you are a large company and you know you need a number of high support agents I suggest that before buying the app try to contact with the company and see if it is possible to get some kind of discount.
Works Perfectly for my needs!
What do you like best about the product?
I like that I get notified anytime a ticket is created by a client so I can follow the progress and escalate when necessary.
What do you dislike about the product?
I wish that it didn't close the ticket screen after I make a new comment on the ticket.
What problems is the product solving and how is that benefiting you?
It allows the support teams to stay in communication with each other and the client keeping the issues front of mind with a clear trail of communication.
Good if used properly
What do you like best about the product?
I like how you can track incoming tickets and how we can run analytics and statistical reports.
What do you dislike about the product?
I don't like how if someone responds to an email on the user side, but the ticket has already been closed, it creates a new ticket instead of opening a new one.
What problems is the product solving and how is that benefiting you?
We we able to pull reports for clients using the statistical reports. We were also able to track a large amount of income requests in an organized and concise way.
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