Zendesk Suite
ZendeskExternal reviews
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Nice and easy to use
What do you like best about the product?
I feel like it's very intuitive and the UI looks create. It doesn't feel too complex for people just getting accustomed to it so it's easy to train. Things are very neatly displayed and being able to keep track of tickets has been a dream.
What do you dislike about the product?
Sometimes I felt like it was only giving me exact matches when I was searching for tickets based on different criteria. I don't always know the exact email or name so sometimes having broad search results are the only way for me to find a ticket without having to do deep research to find the exact match info.
What problems is the product solving and how is that benefiting you?
Keeps us organized. Having everything working out of one centralized place makes it easy for teams to understand what's going on on a day to day basis.
Recommendations to others considering the product:
Try it out, I think it's definitely worth a shot. It's one of the nicer and more organized help desk tools I've seen in awhile and it will surely be a useful tool for any team.
Zendesk for a remote working team
What do you like best about the product?
Zendesk is a well-thought out platform to manage out inbound customer inquiries. The ability to easily assign tickets to others on the team makes the experience seamless.
What do you dislike about the product?
It is a challenge to find historical tickets. I am unsure of the solution but this is a pain point.
What problems is the product solving and how is that benefiting you?
As a remote working employee it allows an uninterrupted customer experience.
Recommendations to others considering the product:
Zendesk is easy to use. It is not the least expensive option on the market for helpdesk management but I believe customer experience is an area worth investing in.
Quick and simple
What do you like best about the product?
It is easy to work from my inbox to send and receive updates on tickets.
What do you dislike about the product?
There isn't something that I would say I dislike.
What problems is the product solving and how is that benefiting you?
Keeping track of customer tickets and follow ups.
Thoughts
What do you like best about the product?
Gets the job done and has made ticketing management a breeze.
What do you dislike about the product?
Price tag.
What problems is the product solving and how is that benefiting you?
Customer support. Timesaver.
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
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