Zendesk Suite
ZendeskExternal reviews
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Professional and Streamlined
What do you like best about the product?
I like how easy it is to correspond with the customer and resolve their issue
What do you dislike about the product?
I honestly haven't had any issues with Zendesk
What problems is the product solving and how is that benefiting you?
mainly I use it to support the customer and resolve any issues they may be having. I find it easy to locate closed tickets and perform followups.
Recommendations to others considering the product:
If you need a solution to help you correspond with your userbase in a simple and streamlined fashion, zendesk is a great solution. I've used freshdesk and parature as well, and prefer Zendesk for the usability.
Jewel's Zendesk talk facts
What do you like best about the product?
I like the fact that I can be away from my desk and still handle each call as if I were right there. it helps to consult clients etc.
What do you dislike about the product?
I don't like the fact that I can and do receive two emails or tickets of the same call each time one comes into my email there's 1 ticket but two different emails of the same thing
What problems is the product solving and how is that benefiting you?
many problems are being resolved w/ zendesk It allows our clients to leave detailed messages with it being timestamped as before the app we used did not timestamp.
Recommendations to others considering the product:
yet, it's by far the best talk system app we've ever used/experienced in this company and we are very much happy w/it
We have been Using Zendesk for 2 years
What do you like best about the product?
Zendesk has really set the bar for what a helpdesk should be. The ticket system, the integrations, everything just works.
What do you dislike about the product?
The cost. Really that is the major hurdle for most. Thankfully, they have a startup program which gives you the ability as a startup to afford some of the enterprise features.
What problems is the product solving and how is that benefiting you?
Dealing with new customers and their questions.
Recommendations to others considering the product:
If you are looking for support software and willing to take a bit of time to learn how to maximize all of its capabilities, Zendesk is for you.
Zendesk Chat Rocks!
What do you like best about the product?
Zendesk provides a great way to facilitate communication with your customer base. It's easy to use and the take rate is great!
What do you dislike about the product?
There is not much to dislike! They could make the authoring system a bit more intuitive.
What problems is the product solving and how is that benefiting you?
Offering a chat session when on a support page.
So user friendly
What do you like best about the product?
Zendesk is like a one stop shop. I’m able to find the answer to user inquiries all in one system.
What do you dislike about the product?
I haven’t really found anything I dislike and I’ve been using it a little over a year.
What problems is the product solving and how is that benefiting you?
I am sending emails to Ibotta app users. I like the ability to have prewritten emails(macros).
The best support tool available.
What do you like best about the product?
This has everything. Apps to track agent times, apps to check grammar, apps to translate, apps to link to your system tools. You can customize your responses with bold, italics, quotations, hyperlinks, images. create thousands of macros for pre made responses for others to use. Make and receive calls, which are recorded, and can be saved as mp3 files. Create user organizations to direct users to certain queues. Fast and reliable. Manages spam, can block users from contacting your support, help desk integration.
What do you dislike about the product?
Nothing, it's the perfect tool for any job.
What problems is the product solving and how is that benefiting you?
Customer ticket history is kept forever, unless removed by customer request, you can always go back and see what was done and what the user was told before.
Help desk forms clearly let customers know what information they should submit to receive the best assistance.
Call time tracking for accurate billing.
Integrated Apps to track employee productivity. Always know what your employees are doing.
Help desk forms clearly let customers know what information they should submit to receive the best assistance.
Call time tracking for accurate billing.
Integrated Apps to track employee productivity. Always know what your employees are doing.
Recommendations to others considering the product:
Use the apps, forms, and all possible integrations to best track, sort, and answer your customer requests. Taking advantage of the full potential of this product will make your customer support reps happy and efficient.
Zendesk is a Support Tool for All
What do you like best about the product?
Zendesk has an all inclusive approach which makes adding support to your web application seamless and painless. I really appreciate all that they have to offer especially for small businesses who don't have the resources to have an entire support department.
What do you dislike about the product?
There are some issues in the UI/UX for the dashboard when managing your account and the various support features which are available to users. I'd also like to talk about their API or Widget as they call it. We use it on a few of our sites and have had issues with the limited ability to customize it. For one, there's no way for a customer to hide the widget once it's on your site. This means that if they use the browser to zoom, or if they have a prohibitively small display it will overlap with your content. This has been a big headache for us and I would like the ability through the API for the customer to be able to hide the widget. If they were to add this that would take away my biggest complaint.
What problems is the product solving and how is that benefiting you?
We use the help site to post articles about our software. This acts as a platform for making articles which our users can search through to learn about our software. This also helps our search engine optimization as they almost all point back to our website.
Recommendations to others considering the product:
It's worth it for us and we really enjoy using it.
Outstanding Solution
What do you like best about the product?
I have been using Zendesk at my company and at some of our clients for us. It is easily the best solution out there and I have seen quite a lot. The best feature for me is the ease to set it up and use it. I mean you can literally be up and running with a support solution that beats most other offering within just a few hours. It also scales and adjusts really well. I mean we are using just a few features for customer facing support in my company, but I have used it in large scale operations that have been using all the bells and whistles. Out of the box, it can handle anything from support tickets to knowledge base and support forums. Last, but not least, it integrates well with other solutions. For example, we are using Jira to track our development work and we got it working within minutes.
What do you dislike about the product?
Honestly, I can't think of anything I don't like about the software!
What problems is the product solving and how is that benefiting you?
For us, it is handling customer tickets and we also have been able to feed these support tickets to our developers without having to have the customer communicate with the developer directly. With a little bit of extra effort, it also helps us to avoid duplicate tickets.
Recommendations to others considering the product:
I think it can handle different industries very well and, most importantly, it is easy to use for customers. My recommendation is to start with your most important features and then add additional features over time.
Zendesk - Quick and Easy
What do you like best about the product?
I like the fact that all changes load in real time. Unlike HP Service Manager, the page doesn't load after every change is made. ZenDesk allows for collaboration between multiple people who are working on different parts of the same ticket
What do you dislike about the product?
It appears to be difficult to look at a colleague's queue in order to see what tickets they have pending. It would be nice to have a snapshot of a colleague's current view of tickets.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to track our IT tickets in real time. As I have written previously, the main benefit is that it allows us to collaborate on the ticket in real time.
Excellent product, very intuitive
What do you like best about the product?
I have to appreciate that this is a very user friendly and intuitive tool
What do you dislike about the product?
NA, i have no dislikes at this time. the product has been living up to my expectations
What problems is the product solving and how is that benefiting you?
Our ticketing system has improved our workflow and response time.
Recommendations to others considering the product:
Very intuitive, user friendly
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