Zendesk Suite
ZendeskExternal reviews
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Zendesk Support
What do you like best about the product?
The ability to add in customized widgets, such as searching resources without leaving the page, and auto-linking external content. It's helpful that history is saved so far back as well, as reviewing old tickets is invaluable
What do you dislike about the product?
There have been constant collisions, meaning more than one person ends up in the same ticket. It wastes everyone's time
What problems is the product solving and how is that benefiting you?
We're able to respond to our customers/track progress effectively
Recommendations to others considering the product:
As far as I can tell, the Zendesk team is very responsive when we report bugs/issues with the software. They've helped us develop tools that are customized to our company, which has proven invaluable.
sales booster
What do you like best about the product?
I have noticed since i have implemented this chat profile it has help with the bottomline as well cut down alot on certain costs
What do you dislike about the product?
Im still in the beginning stages so the system appears flawless as of now
What problems is the product solving and how is that benefiting you?
I noticed most companies are going with a chat platform now and customers prefer this method. me personally i love actualy verball convo but its a sign of the times
Zendesk is a great customer support product and helps to exponentially increase agent productivity.
What do you like best about the product?
I love the ability to create macros, business rules and the abundance of integration apps available in their marketplace. A combination of these helps my staff do their work way faster than they were able to in the past.
What do you dislike about the product?
I don't like that the zendesk chat/support widget can't be embedded in salesforce in the bottom like a pop up. Most importantly, Good Data, their analytics tool is very complicated to use unless you are a fluent techie.
What problems is the product solving and how is that benefiting you?
We tried to:
1) Reduce the number of similar kinds of tickets we kept providing support on.
2) Create more automations in our tickets and SLAs
3) Provide a more seamless support experience to the user.
Our agents are able to work much faster now and with automations, they don't need to do certain tasks manually. Our users are able to see statuses of their tickets and learn about business processes through zendesk guide so they are also better informed.
1) Reduce the number of similar kinds of tickets we kept providing support on.
2) Create more automations in our tickets and SLAs
3) Provide a more seamless support experience to the user.
Our agents are able to work much faster now and with automations, they don't need to do certain tasks manually. Our users are able to see statuses of their tickets and learn about business processes through zendesk guide so they are also better informed.
Recommendations to others considering the product:
I would highly recommend this product to any company with a helpdesk. If you want to empower your agents for success and ensure that your users are able to move in a self serve direction - this is the right tool for you.
ZenDesk
What do you like best about the product?
Its nice having pre made macros to send out
What do you dislike about the product?
The lack of amount of macros available as well as being able to track feedback is difficult to understand.
What problems is the product solving and how is that benefiting you?
We use it for customer relations as well as keeping track of things that need to be taken care of.
Zendesk Review
What do you like best about the product?
Ease of access right out of the box. Also the support has been responsive and top notch.
What do you dislike about the product?
Some of the reporting and addtional add-ons could be a little easier to use and understand.
What problems is the product solving and how is that benefiting you?
Ticketing and SLA system
Recommendations to others considering the product:
great product but if you want to go deeper with reporting you will need an someone that is experienced in report making.
Great tool forever
What do you like best about the product?
Easy to use for both customers and internal end users.teams can access globally, which helps to update real time without waiting for confirmation from others. User-friendly interface which takes less time to onboard the people. It helps to track bugs /fixes. Easy reporting and integration which makes life easy for management. Would recommend for each organization
What do you dislike about the product?
It has everything that's required for the customer-oriented organization. So far I don't see any concern
What problems is the product solving and how is that benefiting you?
it helps a lot as it supports Jira integration
Recommendations to others considering the product:
Yes
Amazing Help Center - Simple, Efficient, Clever Design
What do you like best about the product?
The ability to hid your articles and preview them before publishing is amazing. Creating intricate help center articles can be tricky, so seeing how this ends up on the other side really helps. I would love if they included an auto-save feature so that my work gets saved all the time, but still, having drafts is also one of my favorite parts of the system.
What do you dislike about the product?
The formatting and placing images can be tough, but that would be my only complaint. A little more customization would be nice too but small complaints really. Also the integration to our own site is also difficult and caused a bit of problems. Signing into Zendesk every day can be a bit cumbersome but it's still worth it.
What problems is the product solving and how is that benefiting you?
We're helping our clients realize the potential of our product. We have a pretty complicated system and our clients need as much help as they can get. The more help center guides we create, the better we can offer help with guides on our product. More guides makes my support team happy
Recommendations to others considering the product:
If you are going to use Zendesk Guide, make use of the way to customize and organize into sections. I would stray away from allowing comments until your company is at a point where they will be productive and can respond to comments in some form, otherwise shut them off.
Excellent product for customer support
What do you like best about the product?
We used tbe Zendesk. Suite and really enjoyed all of the features. Tbis saved so much time versus taking phone calls or emails for client questions or complaints. My clients feel they are takwn care of, and I know that their concerns are being handled properly. We use the chat feature ti service clients immediatly online. Tbis helps them to aviod waiting on the phone or my reps being tied up when they could be making another sale. We also enjoyed tje knowledge base for self starting clients. We know that many clients will utilize a system that allows them to get answers from reading as oppose to chat or calling. This puts the power in the hands of our clients. Unfortunately we no longer use this great software, bit I hope to use it agian soon.
What do you dislike about the product?
I personally do not like that they seem to use their own product. When I need support, it usually means I have many questions at the same time and cannot use a bot or chat to get answers. I know that these are great for most consumers but when I break down to fall support it is because I already read everything avaialble and was unable to gaet the proper response.
What problems is the product solving and how is that benefiting you?
We use to use this to aviod hiring extra people to wait for client support calls. Unfortunately we found many clients to be impatient and that after building a large client database, we needed a way to respond to the same questions from different clients. Especially the ones that didnt read the FAQ area on our web page.
Helpdesk ticket system for every business small and large
What do you like best about the product?
The ability to create rules to filter tickets based on severity and categorize by Business Name. It’s a great solution and will continue to use for years to come.
What do you dislike about the product?
Pricing can be a slight turn off, but it’s a top notch solution built on reliability.
What problems is the product solving and how is that benefiting you?
Helpdesk tickets logged and all requests resolved in a timely manner.
Great product for small to medium business
What do you like best about the product?
The ease of implementation and the add-on that we are able to utilize
What do you dislike about the product?
The monthly costs. Other that this we have a good product that works for us.
What problems is the product solving and how is that benefiting you?
Ticketing system. Reporting for metrics. User self-help.
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