Zendesk Suite
ZendeskExternal reviews
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Helps us help our customers!
What do you like best about the product?
Zendesk is so easy to use, and allows for so much organizing, integration and tagging. We can easily stay on top of everything, even outside Zendesk itself, to better manage and assist our customer base
What do you dislike about the product?
Sometimes it can slow down or go down completely. We then have to get in touch with Zendesk to inquire about server issues, but they are often resolved in a very short amount of time.
What problems is the product solving and how is that benefiting you?
It allows u to track chats and emails, and store recording of phone calls. So that we can better assist customers in the moment, as well as have everything we need to assist them or other customers better next time.
system work wonders
What do you like best about the product?
I like that our customers can communicate with us through the email type system, if we call and have to leave a message most of them will reply by email through the system.
What do you dislike about the product?
For us we use this as a ticketing system for our customers with problems, if we need to send part or a replacement unit, we totally have to change to our other system and order from there, I wish it would have that capability to have that in there.
What problems is the product solving and how is that benefiting you?
We use it for an automotive product, the benefits are amazing in that my customers are up to date on what is going on with there claims.
Recommendations to others considering the product:
this is a great tool to use very easy and has a great impact that allows your customers to be involved with out really having to pick up the phone,
Zendesk Review
What do you like best about the product?
Zendesk is very easy to use and configure, to support multiple clients.
What do you dislike about the product?
The only thing I find challenging is setting up different action trees based on the priority of the issue logged.
What problems is the product solving and how is that benefiting you?
We use Zendesk for customer support. It provides ease of communication between our support personnel and our customers.
Good for customer email support
What do you like best about the product?
ZD makes it easy to manage and sort incoming emails
What do you dislike about the product?
Zendesk seems to run a bit slow sometimes
What problems is the product solving and how is that benefiting you?
Supporting our customers via email
Solid Helpdesk System with major potential
What do you like best about the product?
Interface is very easy to use from the administration to the end user side, addon's and customization is possible for several aspects, knowledgebase system is very well designed.
What do you dislike about the product?
There is no searchable final solution box in any of the tickets. It is hard to search past tickets when none of the data within the ticket is searchable. Converting solutions to knowledgebase articles is not available. Alot of customization is needed out of the box.
What problems is the product solving and how is that benefiting you?
We needed a centralized helpdesk support application to unify our enterprise. Centralized repository for our solutions and standards.
Recommendations to others considering the product:
Good tool with lots of potentials requires a lot of logical thought process for the initial setup. Not a very good problem management module as well as change management.
Very practical
What do you like best about the product?
I can see everything that I need to see at a glance. At our company, we use to views to group tickets into various categories, depending on issue type, game etc. This is incredibly useful to my day-to-day work as it allows me to prioritise and and manage my workload accordingly.
Macros and dynamic content is also very easy to create, update and manage, ultimately making our jobs easier and faster.
Macros and dynamic content is also very easy to create, update and manage, ultimately making our jobs easier and faster.
What do you dislike about the product?
While views are very useful, it is only possibly to display a certain amount of views in the sidebar. We have solved this problem by using a plug-in for Zendesk in the marketplace.
What problems is the product solving and how is that benefiting you?
Zendesk is a great support platform. When customers submit a ticket, they first see an FAQ/Knowledge Base which may answer any simple questions they may have. However, if they still have questions or require assistance, the next steps to contact us are very easy, as they can submit a ticket at the touch of a button. This user experience is great for the customer and means they are more likely to get in touch if they have an issue or question.
On our end, we see all relevant information that might help with a customer's problem, such as platform, issue category, etc. in an organised and easy to see way. This means we need fewer touches to get the info we need, speeding up the whole support process.
On our end, we see all relevant information that might help with a customer's problem, such as platform, issue category, etc. in an organised and easy to see way. This means we need fewer touches to get the info we need, speeding up the whole support process.
Dinesh for Zendesk
What do you like best about the product?
It's a very efficient customer bug reporting tool
What do you dislike about the product?
It's not always alerting with latest message
What problems is the product solving and how is that benefiting you?
Customer Success thru support
easy way to triage support requests
What do you like best about the product?
It's a central hub for dealing with support requests.
What do you dislike about the product?
I wish follow-ups weren't separated into their own issues, but continuations of the previous email, even if it had already closed.
What problems is the product solving and how is that benefiting you?
It lets all the members of the team see all the support requests and assign or respond to the customers as appropriate.
Recommendations to others considering the product:
Make lots of views - they're a helpful way to sort through tickets.
Solid Support portal
What do you like best about the product?
Easy to use for average user with depth of features for when you need them. The reporting metrics are also very good and let you know how you are doing compared to the industry standards.
What do you dislike about the product?
Since we supported enterprises, we kept our tickets open until resolved. Since many tickets ended up being feature improvements or new feature requests the tickets could stay open for long periods of time. This often made some of the reports look really off. Zendesk had some features to support us, but ultimately none of them fully solved the problem.
What problems is the product solving and how is that benefiting you?
We used zendesk as our customer support portal. All customers were brought to zendesk, or a zendesk ticket was created directly from our app through the zendesk API (e.g. no email support),
We also used zendesk for the Knowledge Base; however, there were multiple limitations to the flexibility of the wiki that prevented us from using it for all our support documentation needs (we ended up using a customized wordpress site for the user manuals, release notes, and in depth KB articles.
We also used zendesk for the Knowledge Base; however, there were multiple limitations to the flexibility of the wiki that prevented us from using it for all our support documentation needs (we ended up using a customized wordpress site for the user manuals, release notes, and in depth KB articles.
Recommendations to others considering the product:
Zendesk is simple to get started with, but with some customization it can be even more powerful. Take advantage of their user groups if they are available in your area. I went to a couple and it really helped me understand how to customize zendesk for my company's need.
Amazing product
What do you like best about the product?
This application is so easy to use and connect with customers.
What do you dislike about the product?
There isn't much to dislike as with all software the glitches are annoying
What problems is the product solving and how is that benefiting you?
Ability to reach out to customers faster compared to email responses
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