Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Only HelpDesk I've used, but I can't think of a better platform
What do you like best about the product?
The thing I like best about Zendesk is how we have a wealth of knowledge for every interaction we've had with a client/vendor.
What do you dislike about the product?
The only thing I can think of that I don't like is that if we choose to Submit a ticket as anything but solved, it will not auto assign it to the user.
What problems is the product solving and how is that benefiting you?
We use ZenDesk for logging all interactions with our users. It's great that we can look back to the beginning to see all the solutions we've had to user's issues.
The best work memory
What do you like best about the product?
I always recommend people to use Zendesk when it comes to customer service. Super easy to set up, simple to use, and it helps the company to increase the sales by providing excellent customer service.
What do you dislike about the product?
I love Zendesk but only issue happened before was two rep answered the same questions and neither of them realized the question has been answered twice, in different ways!
What problems is the product solving and how is that benefiting you?
Customer service and clients support. Happy customers and clients are one of the most important part in our business.
Recommendations to others considering the product:
all good
Zendesk an amazon support tool
What do you like best about the product?
I love how easy it is to use to answer support tickets with my clients. We use it to tag specific questions to track how we can improve our software and also do give our clients phone support
What do you dislike about the product?
I dislike that the phone support keeps crashing whenever we try to make calls. My team always has to restart the program.
What problems is the product solving and how is that benefiting you?
We are solving problems with technical issues. We tag all tech problems in zendesk and our engineering team checks these tags to see how we can make improvements to our application and improve future iterations.
Recommendations to others considering the product:
Improve the calling system.
Great app!
What do you like best about the product?
Zendesk makes it easier to copy in other third app developer, and it also supports Markdown!
What do you dislike about the product?
Sometimes it just takes time for emails to go through, especially if it has pictures in it.
What problems is the product solving and how is that benefiting you?
Email solutions and replies to our customers. We gather more smileys because of easy sending of follow up emails!
Best Customer Support Tool By A Mile
What do you like best about the product?
Ease of use. Everything is fairly simple. There are advanced features you can get to know, to maximize impact, but if you just need to communicate with customers and answer tickets, it couldn't be easier.
What do you dislike about the product?
The interface is -- at times -- a bit clunky. I also would explore ways to white-label the service, and how messages appear/where they're coming from, as the email chains can get a bit garbled bouncing from the ZD interface to an email client.
What problems is the product solving and how is that benefiting you?
Customer Support inquiries can funnel in through an email client, sure. But when you need to keep track of actual "tickets" -- inquiries with a particular issue at hand -- and need the ability to escalate, assign and organize, this is simply the best tool alive for that.
Recommendations to others considering the product:
Really attempt to stretch your knowledge base and use features you may not need yet; there can be a bit of a learning curve on some features, but you very well may need them later.
Prompt response time to customer
What do you like best about the product?
I loved that the generic email would be sent to the customer if we were busy or out of the office allowing them to know we were working on their problem.
What do you dislike about the product?
The email system would lag at some points when we were coming back from a long weekend and over loaded with many inquiries.
What problems is the product solving and how is that benefiting you?
It allowed a customer to contact us personally when they didn't have time to sit on chat and resolve their issue right then.
Zendesk is very efficient and easy to use.
What do you like best about the product?
The navigation is really easy as fluid.
What do you dislike about the product?
The latency issues are a bummer but it's still good.
What problems is the product solving and how is that benefiting you?
We used Zendesk as a case generator for customer to email support so we were able to view their support history.
Recommendations to others considering the product:
Do it!
Zendesk, complete solution for customer interactions
What do you like best about the product?
You can use Zendesk to communicate with customers via phone, email and chat. ALL of which can be recorded for easy reference
What do you dislike about the product?
No live chat support option. If I need assistance as a new user utilizing Zendesk, a chat option would provide quick and easy answers.
What problems is the product solving and how is that benefiting you?
Business problems I solve include assisting all clients with their issues and questions when using our services and products.
Quick Support Solution
What do you like best about the product?
The ticket management is robust. There is some good reporting tools. I like the fact that there is a phone app and that the notifications go to my smart watch. It really keeps me notified. This product really does its job. My first day at this job, I was introduced to zendesk. Prior to that I had no experience using a managed online console to manage helpdesk tickets. I am glad it was introduced to me. I will definitely recommend this product to other companies looking to change their helpdesk ticketing system.
What do you dislike about the product?
I wish there were some more integrations with systems that we have here.There was a slight learning curve on the management console. I wish there was a way to easily search for older tickets, I was having trouble finding the first ticket that we ever solved. I would search for ticket 1 and the search would include all tickets with the number 1 in it, instead of the ticket that I was actually looking for. If there was a way to improve this search system then it would be almost perfect
What problems is the product solving and how is that benefiting you?
All kinds of support issues, including printer problems, account issues, granting access to projects, etc. We also get tickets just notifying us of potential hacking and spam emails that our end users get.
Recommendations to others considering the product:
Try it out. You can't get everything from a review, sometimes a trial is all you need to put you in the right direction.
Does EVERYTHING
What do you like best about the product?
They have a solution for just about everything a customer service team could need.
What do you dislike about the product?
As with all products, there a little things here and there but overall it's great. I wish they would give the Self-Service tools a little more love.
What problems is the product solving and how is that benefiting you?
1. organizing our support tickets is much easier to manage with zendesk
2. providing us a resource to host self-service content is
2. providing us a resource to host self-service content is
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