Zendesk Suite
ZendeskExternal reviews
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Great chat experience
What do you like best about the product?
The ease of use for this software is amazing. I switch between billing and support daily, and I use Zendesk chat for both. It is great being able to give customers a way to reach us other than having to call in on the phone. A lot of people prefer chatting because it is less time consuming as they can multitask when chatting. When I am doing work in customer Support, there is an option to take the chat that has been waiting for the longest. When I am in billing, someone from Support will notify me when there is a chatter wanting to talk to me in billing. I will then go in and cherry pick the correct chat from the queue. Having those two options of which way to take a chat is really cool, as the two different departments take the chats in different ways. It is also capable of keeping track of different stats. I can see what days were more busy than others, how many chats I've taken in a week, how many the company has taken as a whole, any trends, etc.
What do you dislike about the product?
Honestly, I don't have any dislikes for this software. It has been so easy to use and makes it easier to connect with our customers. When there are no agents on the chat, it will create a ticket for us to follow up on as soon as somebody goes online.
What problems is the product solving and how is that benefiting you?
It is helping us come closer to our customers, and giving our customers a more convenient way to contact us.
Recommendations to others considering the product:
Great chatting software.
Best Helpdesk !
What do you like best about the product?
Client Experience of making and presenting a ticket is so natural and instinctive. It gives an alternative method to make and get calls directly in the application. Further enabling us to track and record calls for user data analysis.
I loved that they integrate with all human possible communication modes, like texts, calls, voice-based assistants etc.
I loved that they integrate with all human possible communication modes, like texts, calls, voice-based assistants etc.
What do you dislike about the product?
I really dont think that this tool has anything that bad to dislike. Its one of the best helpdesk solutions.
What problems is the product solving and how is that benefiting you?
We were using it for ticket generation and case handling of the customers. We use it for users to lodge a customer care help request based on their accessible mode of communication without additional efforts. User just calls in, texts, emails or speaks up to the assistant and the tickets are generated for the same. This is simple streamlined and amazing.
Recommendations to others considering the product:
Perfect tool for the purpose of helpdesk management, its a must use!
Zendesk is great
What do you like best about the product?
I really like how zendesk tracks such granular metrics the provided dashboards are easy to understand and I like how you can compare industry averages to our own helpdesk
What do you dislike about the product?
their dashboards could be easier to set up for the customized insights. It can get granular but the UI is not intuitive.
What problems is the product solving and how is that benefiting you?
we are able to make data-driven decisions using zendesk which allows us to create a more user friendly product
Recommendations to others considering the product:
Easier dashboard set ups. Shouldn’t be that hard to setup customers dashboards in insights
Powerful tools
What do you like best about the product?
The ability to sort tickets and add powerful add ons like guru and send text messages.
What do you dislike about the product?
There are times when tickets do not populate or get lost unassigned.
What problems is the product solving and how is that benefiting you?
Inbound and outbound ticket support. Easy to make sure SLA's are met.
Zendesk Review
What do you like best about the product?
It is the best for organization and ensuring all incoming emails are handled accordingly. I like that it integrates well with numerous other apps.
What do you dislike about the product?
Sometimes there are issues with Service Level Agreement timers on tickets, causing them to be lost.
What problems is the product solving and how is that benefiting you?
Handlign incoming emails, recording notes from calls, handling with linked apps like our internal backend as well as apps like Sprout and Trello.
Zendesk makes support so much easier
What do you like best about the product?
I love how easily Zendesk customizes based on your team's needs. From triggers to views to groups, you can easily create different workflows for different groups of agents.
What do you dislike about the product?
There's not much I dislike about Zendesk honestly. I don't like that they're getting rid of the cheerleader integration (my team loves that), but other than that, I like it all!
What problems is the product solving and how is that benefiting you?
We are supporting our users in the best way possible! The benefits are the ease with which we can handle emails and chat and support our users.
ZenDesk
What do you like best about the product?
Fast and easy setup, with lot's of customization
What do you dislike about the product?
I have nothing bad to say about it. Been using it for 4 years.
What problems is the product solving and how is that benefiting you?
A way for our agent's to submit trouble tickets.
Best Support Software, Hands Down
What do you like best about the product?
What isn't there to say about Zendesk? It's the best CRM I've ever encountered.
What do you dislike about the product?
It requires you to pay by user, which can be costly for large organizations like ours, but every help desk software does the same thing.
What problems is the product solving and how is that benefiting you?
Omnichannel support happens in one ecosystem.
Useful program for ticket management
What do you like best about the product?
It’s a great piece of software to help support and track support tickets. You can gather data and see what parts need more improvement and see what is working best.
What do you dislike about the product?
The rating system where we cannot rate back the ticket submitter.
What problems is the product solving and how is that benefiting you?
Anything technology reared whether through technology, business or student systems.
Recommendations to others considering the product:
Enable feedback to ticket submitters.
Zendesk is okay, but definitely a learning curve
What do you like best about the product?
What I like best is how we can quickly check into the tickets to see the exact step of the process a customer is on. Whereas with our previous ticketing system, I would have to scroll through several comments until I reached the bottom of the page to see the most recent comment on what was going on...Zendesk has a more intuitive layout where the most recent relevant comment is on top.
What do you dislike about the product?
It is a bit of a learning curve. We have used our old ticketing system for years, and it was hard to get used to Zendesk. I wish some sort of training was provided. It was hard trying to teach yourself where everything was located and where to click for what. Also, certain comments we customer service folks left on a ticket did not go through to the queue because we were missing a key phrase that was supposed to be attached our tickets, regardless of whether a document was attached or not. We were not educated on that, leading to a delay in our first week's of tickets.
What problems is the product solving and how is that benefiting you?
Security is one of the top priorities at our company and we want to make sure anyone that comes to our site is legitimate. Customers are required to verify their identification and if they don't provide enough information while creating an account or if their account has some sort of red flag, they then have to appeal and provide more information to see if we can verify them. All their appeals then go through Zendesk where we can review them. This had led to a more streamlined process for verifying our clients. Also, now we can easily check on the status of their appeals. Previously, we would have to put the client on hold for a few minutes while we consulted with our QA team to see what the client's status was and/or what additional information was needed. Lastly, with Zendesk, it has also sped up the process of getting accounts verified, leading to more satisfied customers.
Recommendations to others considering the product:
I would recommend training your users on this system. There is definitely a lot to garner from this system, but training is key so that all users are aware of how to correctly and fully take advantage of the features Zendesk has to offer.
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