Zendesk Suite
ZendeskExternal reviews
6,484 reviews
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Wonderful product
What do you like best about the product?
I really like the way zendesk helps us with support. It is a must -have product.
What do you dislike about the product?
There is nothing that I do not like about zendesk. It meets our needs and more.
What problems is the product solving and how is that benefiting you?
This product helps us with support tickets within our system. It takes a huge burden off of system managers.
Easy and friendly Help Desk tool
What do you like best about the product?
Easy to integrate, easy to navigate tickets and as we us on 10 brands inside the same licence, it is also manageable the ticketing separation by brand.
What do you dislike about the product?
If a customer leaves the chat, but do not close the window the chat reports counts the full time, making KPIs a bit trickier to get right.
What problems is the product solving and how is that benefiting you?
Customers can come to any of the 10 brands, request a chat, and the back end is all managed in one point and an agent can service different customers from different brands at the same time.
Recommendations to others considering the product:
Easy to implement, and quick integration
Best and worthy product
What do you like best about the product?
I like the interface of the chat and it looks so cool and they provide advanced features.
What do you dislike about the product?
Need little improvement in notifications and when customer is in active and also need to add few themes.
What problems is the product solving and how is that benefiting you?
We are making the customers to be in touch everytime we need a call or any update of my product.
Good tool for Service desk and easy to use
What do you like best about the product?
I like Dashboard view which gives simple picture of groups and invidual open tickets, ticket statistics and tickets requiring my attention. Using Views, we can see how many unsolved tickets in each group. Reporting tab gives more data about overall progressive of agents and tickets etc....
What do you dislike about the product?
I do not see any major complaints so far.
What problems is the product solving and how is that benefiting you?
Made it easy, we do not need much efforts to work with this tool
Recommendations to others considering the product:
It will be a good tool for who looking for IT Helpdesk/Service Desk. creating tickets and assign to appropriate teams to further follow up. Dashboard view is very helpful and give quick picture about open tickets, ticket statistics and require attention on tickets of each group. You can customise categories and fields as required. Reporting is amazing feature where you can find all the data to compare your key metrics.
The tool you need for tickets in your company
What do you like best about the product?
Easy to use, is very intuitive i can find every menu in just a second, nice interface that will help you to work more happily.
What do you dislike about the product?
Sometimes i don´t notice when there is a notification.
What problems is the product solving and how is that benefiting you?
Managing tickets that customers of my company are creating related to IT issues.
Recommendations to others considering the product:
Compare this tool with others in the market, ask for a trial version and see if it fits in your company.
Zendesk review
What do you like best about the product?
I like that customer interaction through email, phone, social media, etc..can all be used through Zendesk. In addition, Zendesk provides analytics which is awesome.
What do you dislike about the product?
Sometimes there can be bugs and it is difficult to chase them down for an update.
What problems is the product solving and how is that benefiting you?
Customer relationships through communications and customer support through troubleshooting.
Recommendations to others considering the product:
If there seem to be bugs, call customer support immediately. Even if there isn't a problem it is best to get them on the line to troubleshoot issues in the event that there is a potential issue.
Easy to Setup
What do you like best about the product?
Zendesk chat is easy to setup and integrates itself perfectly if you're using Zendesk Support.
What do you dislike about the product?
Zendesk Chat can start up conversations without a human but does not have any bot like features past that. I wish it could pull answers from a FAQ page to help customers with basic questions.
What problems is the product solving and how is that benefiting you?
Zendesk Chat has allowed us to answer small simple questions from customers without having them bog down our phone lines.
This is definitely leagues beyond any other help desk software I've experienced in the past.
What do you like best about the product?
My favorite part about zendesk is it's ability to utilize multiple social media platforms to connect and communicate with the end user.
What do you dislike about the product?
The network seems to be a bit slow at times.
What problems is the product solving and how is that benefiting you?
Instead of using different strategies and multiple platforms to be at the best convenience to the end user, zendesk combines all points of contact into one solution, essentially being a "one-stop shop" for support needs.
Zendesk is easy to use!
What do you like best about the product?
I like that you can see who a visitor is and their issue before accepting a chat. This works well for a department who has several reps assigned to different regions. We can choose to accept a chat from our own book of business and not others'.
What do you dislike about the product?
There is nothing I discovered that I didn't like.
What problems is the product solving and how is that benefiting you?
Being able to give members another outlet to reach assistance from the company. It allows a quick way to give members a link to a webinar in progress or other resources, rather than sending an email.
Average Service
What do you like best about the product?
It works well for what it's made for and that's to store support emails and keep them organized for future reference.
What do you dislike about the product?
I dislike that I have to do more than the system does. I feel as though it does nothing to integrate with other services like gmail or your regular email and it seems annoying to have to go into the website in order to respond to support requests.
What problems is the product solving and how is that benefiting you?
We are solving our organization issue with support emails because there are 12 different support agents on the email and for the longest time no one knew if anyone answered the user or 3 people would answer the user and that makes everything complicated. I've realized that Zendesk Support's triggers help immensely with a problem such as this one. It's triggers and automations take a bit to tweak, but are awesome!
Recommendations to others considering the product:
I recommend taking your time to fully understand Zendesk. Their articles are lacking a bit with up-to-date information, so there are a lot of things that you're going to need human help with.
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