Zendesk Suite
ZendeskExternal reviews
6,484 reviews
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Quick and easy implementation with a great software
What do you like best about the product?
Zendesk only as a tool does what it is supposed to do, and it does it well. We also used support + guide products, for ticketing for our e- learning business, and also for our self- service support( knowledge base). It is fully operational and comprehensive. The most intuitive, simple and clean user experience you will have for a consumer facing CR interface. At least their customer support was on top of it and super responsive when we used to use them.
What do you dislike about the product?
Zendesk would also be interesting to link or personalize good practice treaties at service level and operational because it is a tool for customer service. As a customer, we can probably add response times and define a category that is guidelines or requests and that are incidents. Give us more functionality, their customer support also used to be better than when we last worked with them and have gotten slower.
What problems is the product solving and how is that benefiting you?
Needed a robust support ticket system, benefits we realized was how scalable Zendesk is as well as ease to get started, and once it's up and running
Recommendations to others considering the product:
Additional useful features come at a higher premium, and certain features like chat support is actually not directly integrated into a single dashboard so bear that in mind when going into Zendesk
Easy to use support ticket management tool
What do you like best about the product?
User experience is good.
It gives conversation view which gives better visibility
Content writing is simpler
It gives conversation view which gives better visibility
Content writing is simpler
What do you dislike about the product?
Expensive
Text editing with stylized options are not intuitive - no standards
UI can be improved for organization and effective use of space
Text editing with stylized options are not intuitive - no standards
UI can be improved for organization and effective use of space
What problems is the product solving and how is that benefiting you?
Ticketing management for customers
Recommendations to others considering the product:
Worthy. Very friendly for tickets management
Solid turnkey solution to managing our shared support email gmail account
What do you like best about the product?
The setup was quick. We were able to connect our gmail, run a few test tickets, update email templates, and add the javascript support widget to our FAQ page within a matter of a couple of days. The experience for our users emailing that inbox for support hasn't really changed, but managing those requests on our side has gotten much easier. Onboarding my team to the tool was quick, everything is pretty intuitive.
What do you dislike about the product?
The support widget isn't very customizable. We're only using the support package of Zendesk, maybe there are better options if we expand. Primarily, we'd like to update the questions being asked in the widget form. We'd also like to embed a form that isn't a pop-up widget, but instead just a form we embed on a page. We haven't found a way yet to do that, perhaps it is possible though. We were hoping to the HubSpot integration would be a little more useful as well. While it's able to write to contacts in HubSpot with information from Zendesk, we'd really like to pump more information on the contact into Zendesk to give our agents more context about who they are talking to, any recent emails the contact was sent, etc.
What problems is the product solving and how is that benefiting you?
We're using Zendesk to replace a shared inbox we use to manage support requests. The tool has made managing and measuring our activity with those requests much easier. The macros feature has helped increase the speed at which we work through inbound tickets.
Versatile, configurable, difficult to grow with
What do you like best about the product?
I like how configurable this solution is and how many things you can integrate within it. The knowledge base is easy to set up and Zendesk's knowledge base is easy to follow and find answers to anything that you can think of.
With all of the integrations available, it makes using other softwares easy and smooth to have this solution implemented with it.
With all of the integrations available, it makes using other softwares easy and smooth to have this solution implemented with it.
What do you dislike about the product?
This solution is difficult to grow with. You can configure the inboxes, views, users, macros, ect. But once a company reaches a certain size, it can get a bit jumbled on how to best separate teams within each of those configurations.
What problems is the product solving and how is that benefiting you?
Customer Support
We enjoy having the history of tickets and being able to utilize the custom fields to help with reporting. It has helped us track our SLAs and customer satisfaction over a long period of time
We enjoy having the history of tickets and being able to utilize the custom fields to help with reporting. It has helped us track our SLAs and customer satisfaction over a long period of time
Awesome Tool!
What do you like best about the product?
As a Support Specialist, my entire workflow is run within Zendesk. It is a great tool to answer clients fast and efficiently and track metrics!
What do you dislike about the product?
Images uploaded within the tickets are sometimes morphed. It’s okay, just a bit inconvenient.
What problems is the product solving and how is that benefiting you?
Our clients are able to communicate with our support team with minimal delay!
Get for customer support/service!
What do you like best about the product?
I like that zen desk makes it easy for customers and clients to submit a ticket and easy for us to track and view them.
What do you dislike about the product?
There isn’t much I don’t like about zen desk. The only suggestion I can think of is maybe to provide some tutorials on how to use best.
What problems is the product solving and how is that benefiting you?
Track issues, questions, needs of our clients through one portal and be able to respond and address those tickets.
Recommendations to others considering the product:
Give it a try!
helpful for all interaction types
What do you like best about the product?
whether a customer wants to contact us via phone email or chat, zendesk has us covered. also allow us to track or tickets for commons issues and errors
What do you dislike about the product?
sometimes the search results do not tield what i am looking for or pull tickets when i know the search term is included
What problems is the product solving and how is that benefiting you?
tech supportm customer inquiries, bug resolving
Zendesk is way better than the competition
What do you like best about the product?
I really like Zendesk's ease of use. Having used other enterprise ticketing systems where it takes multiple weeks to get fully up-to-speed, Zendesk really stands out. There's practically no Zendesk training time needed for our new hires to get up and running, which allows us to focus on other business needs.
What do you dislike about the product?
Zendesk's integrations can be spotty at times, and when the service goes has issues (hasn't been as much of a problem lately), it can bring business to a screeching halt.
What problems is the product solving and how is that benefiting you?
We're able to maintain a record of every customer service-related contact in one place -- emails, chats, and customer calls.
Recommendations to others considering the product:
I would definitely consider switching to Zendesk over older legacy systems, or less expensive ticketing systems. This is an instance where you get what you pay for; though some of the Zendesk licenses can be a bit expensive, it's a tremendously useful tool to free you from the chaos of email or hacked-together ticketing systems.
Easy to use, comprehensive ticketing system
What do you like best about the product?
Modular, easy to adopt and eye pleasing user experience.
Ability to combine team instances.
Ability to combine team instances.
What do you dislike about the product?
Price. By far the most expensive ticketing system I've used.
What problems is the product solving and how is that benefiting you?
Ticket tracking, problem solving.
Quick to pick up, great at tracking issues
What do you like best about the product?
Working for a medium sized tech company with multiple clients in the restaurant bushiness, it is imperative that we track all issues that may occur at businesses that utilize our product across the nation. ZenDesk Support allows for us to do just that with ease. Very easy to assign tickets to internal agents and track issues. Not only that, the interface connects directly with our email system to allow us to communicate and track all communication between internal workers and the locations reporting tech issues. ZenDesk is an essential tool for resolving all tech issues that our customers may encounter.
What do you dislike about the product?
It would be nice if there was a more helpful training tool integrated within the software, with some training guides on how to setup different tools within the application. That being said, help tools are available, but you really need to know what you are looking for to find the solution to the issue you are looking to figure out.
What problems is the product solving and how is that benefiting you?
Tracking and managing all tech issues our clients encounter while they may be using our product.
Recommendations to others considering the product:
Highly recommend, meets all requirements and tracks everything we need it to track, thus making the resolution of any tech issues our clients encounter that much easier.
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