Zendesk Suite
ZendeskExternal reviews
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Great system!
What do you like best about the product?
The ease with which Macros can be made and have the fields pre-filled. It makes it a lot easier to send out emails and track member engagement. The insights feature also makes it easy to check out trends.
What do you dislike about the product?
Difficult to set reminders without skewing response times or filling your personal inbox with emails
What problems is the product solving and how is that benefiting you?
Ability to reach out to members, respond to their concerns and help efficiently.
Recommendations to others considering the product:
The customer service can be difficult but there is a lot of information on Google if you look up zendesk support and other questions people have had!
Great tool at a great price
What do you like best about the product?
Easy to use interface. Our users were onboard with the transition much quicker than when we switched to Desk.
What do you dislike about the product?
Great overall. I really do not find myself disliking much. Out of the 4 tools we have switched between over the years, this one was probably our favorite.
What problems is the product solving and how is that benefiting you?
We switched to ZenDesk from Desk.com since Desk is quite expensive compared to other offerings.
Recommendations to others considering the product:
Do it!
Great for browser but mobile app needs some work
What do you like best about the product?
The ticketing system is great! We really enjoy auto-ticket generation from emailing a designated address. We are then able to assign the tickets and track progress and communication, allowing for good accountability.
What do you dislike about the product?
The mobile app is lacking some important features that are available in the web platform, most importantly the client notes.
What problems is the product solving and how is that benefiting you?
Allows for tracking jobs and accountability of work
Recommendations to others considering the product:
it is great as long as you don't rely on mobile apps
It is very easy to use.
What do you like best about the product?
I like that the layout is simple and easy to find what you are looking for.
What do you dislike about the product?
There aren’t enough notification sounds.
What problems is the product solving and how is that benefiting you?
We chat with clients over problems they may have with the software we are providing them.
Well balanced support platform for small businesses.
What do you like best about the product?
Great account management and user permissions are . Template systems is very useful for maintaining very good support continuity. Integration with other platforms is one of Zendesk's greatest strengths.
What do you dislike about the product?
Ticket management and archival could be a bit more intuitive and robust. Getting up to speed takes a bit longer as some of the other tools/features are not in the most obvious place.
What problems is the product solving and how is that benefiting you?
Increasing effectiveness of a limited support staff. Efficiently allowing us to engage with our customers and decreasing our time in which to response to support requests.
One of the most effective Omni Channel Customer Service Solution
What do you like best about the product?
Easy to Learn & Use, Intuitive UI, Minimal technical knowledge required. Comprehensive Knowledge Base with active community members and easy to follow instructions
What do you dislike about the product?
Enrich Customization options, allow the flexibiity to integrate Contact US form fields with ZenDesk Support tickets without having to write custom code. Or alternately provide ready to use code snippets / JS to use this.
What problems is the product solving and how is that benefiting you?
Implement an Omni Channel Customer Service Portal to provide prompt, efficient and effective customer support service
Recommendations to others considering the product:
Do a best fit analysis to compare your business analayst with ZenDesk Support. Go for an Omni channel Customer Service to reap benefits in the long term and adopt your business process to ZenDesk solution as much as possible to have a better chance of securing high level customer support. The other memorable thing about ZenDesk Support is that it's Knowledge Base / Support Portal is complete, has answer to most of the common needs you may have as the usage increases. And still if you are unsure about
Zen desk is an overall good product, although a bit expensive
What do you like best about the product?
Zen desk provides a Helpdesk solution for everyone.
What do you dislike about the product?
It’s a good price but it’s quite pricey. I wish it had a freemium pricing option.
What problems is the product solving and how is that benefiting you?
It helped us manage our support for our customers.
Recommendations to others considering the product:
Make sure you get what you need. Don’t buy everything without knowning beforehand.
Zendesk Review
What do you like best about the product?
Zendesk can be customized to fit our needs. API hooks make it easy to integrate with our monitoring software.
What do you dislike about the product?
Occasional outages in their "pods" can occur at critical times during the day.
What problems is the product solving and how is that benefiting you?
A central ticketing system for all of our clients. Allows us to process alerts from multiple service centers.
Great ticketing system
What do you like best about the product?
Zendesk is a system very easy to implement into your organization. It takes just a few minutes to have it started. It has a lot of plugins administrators can integrate into.
We really love the mobile app which allows agents to work very flexible.
We really love the mobile app which allows agents to work very flexible.
What do you dislike about the product?
Social media functionality is limited , you cannot upload images (whether this a Facebook API limitation or Zendesk it leaves much to be desired. Also syncing between social media messages and Zendesk takes a bit of time.
What problems is the product solving and how is that benefiting you?
Zendesk is our main ticketing system and all the client support is done thru Zendesk. It help us easily look back to the was some tickets were solved and reduce the time to find solutions.
Wonderful, but pricey helpdesk
What do you like best about the product?
The ticketing system is great, especially since it ties in so well with Zendesk Guide and Chat, allowing you to create tickets across the suite.
What do you dislike about the product?
On lower level plans, most ad-ons require you to upgrade.
What problems is the product solving and how is that benefiting you?
We are now able to solve tickets in half the time using Zendesk Support. It is very intuitive and simple for our new agents to figure out.
Recommendations to others considering the product:
Great service if you are willing to pay the extra money.
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