Zendesk Suite
ZendeskExternal reviews
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Amazing support, on a fantastic product
What do you like best about the product?
Zendesk Chat makes it easy and seamless to chat with your customers. The interface is appealing, and the features are really robust.
What do you dislike about the product?
Sometimes they roll out new features which actually replace or change the way that the platform works. I really like the fact that they have a ton of features, but when it replaces or impedes the workflow it can take a while to get up to speed. This can be a pain point of those having to use the product.
What problems is the product solving and how is that benefiting you?
The ability to interact with customers in a live setting.
Recommendations to others considering the product:
You should definitely try it out. The support team is really friendly and quick to respond if there happens to be any downtime. The platform performs well, and is pretty easy to figure out. It looks fantastic on the backend, and allows you to integrate your companies look into the product.
No reason to use anything else with Zendesk Support.
What do you like best about the product?
Support tickets are automatically created from chats, greatly simplifying the process of escalating a chat conversation to a ticket. This keeps our processes for escalating issues to specialist teams straightforward. Lots of options for triggers and user management. The built in analytics are good, and you can export a lot of data to CSV to do your own analysis. Good API access. We can also see everyone currently using the site, and reach out proactively.
What do you dislike about the product?
I'd like to see more options for controlling the availability of the widget. For instance, temporarily shutting down chat (maybe for an impromptu meeting, or fire drill) requires adjusting the business hours of the department. Also, it's not possible to automatically disable chat (pushing requests to email instead) if the online agents aren't able to keep up with the current demand.
Integration with Zendesk Support isn't all the way there—there's no real distinction between visitors and conversations when it comes to tagging. Macros are not shared. Chats do not match 1-to-1 with tickets, so there can sometimes be problems if a person's second or third chat within a few hours needs to be escalated. (The ticket will be assigned to whoever handled the first chat of the visitor's session.) I expect this to get better in the future, as it's frequently updated with new features.
Integration with Zendesk Support isn't all the way there—there's no real distinction between visitors and conversations when it comes to tagging. Macros are not shared. Chats do not match 1-to-1 with tickets, so there can sometimes be problems if a person's second or third chat within a few hours needs to be escalated. (The ticket will be assigned to whoever handled the first chat of the visitor's session.) I expect this to get better in the future, as it's frequently updated with new features.
What problems is the product solving and how is that benefiting you?
We have Zendesk Chat on every page of our product, so support is always a click away. We handle hundreds of conversations through Zendesk Chat each day. We use the reporting features for planning schedules, new hires, and better self-service resources.
Recommendations to others considering the product:
If you're using Zendesk Support, I definitely recommend adding Chat.
Very easy to use and get metrics
What do you like best about the product?
I like that we place internal comments and it is integrated with other platforms
What do you dislike about the product?
I really love it! I just wishef it had more data metrics like Salesforce
What problems is the product solving and how is that benefiting you?
It's easy to use it as a team and very straight forward to teach it.
Recommendations to others considering the product:
Add more metric features, my company is thinking to switch to SalesForce because they provide more data metrics. Please add more advance features. I don't want to lose Zendesk!
Flexible and easy to configure
What do you like best about the product?
Ability to set reminders, pre-configured reporting, ease of setting up business rules
What do you dislike about the product?
The cost is getting to be pretty high if you're looking at the enterprise plan (most features)
What problems is the product solving and how is that benefiting you?
One single place for all support communication, ability to track support requests on a per client basis, support metrics reporting
Recommendations to others considering the product:
Start your configuration with the basics of what you need. Then move on to more nuanced needs/business requirements
Zendesk - The best support tool for ticket and phone interactions
What do you like best about the product?
It has the ability to notify you of all SLAs.
It will provide easy color coded options for each ticket. The ticketing creation is fast and easy with plenty of macros and addons available. Our boss was able to configure Zendesk with our knowledge base as well as Slack.
The seamless integration into the other paripherals makes zendesk an easy choice.
I do also enjoy the reminder functionality in addition to the ability to send reviews post ticket close.
The ability to easily view the metrics and data in comparison to anyone else in your team is helpful for evaluating performance.
This app even has a mobile version, which rocks for on the go ticketing!!!!
It will provide easy color coded options for each ticket. The ticketing creation is fast and easy with plenty of macros and addons available. Our boss was able to configure Zendesk with our knowledge base as well as Slack.
The seamless integration into the other paripherals makes zendesk an easy choice.
I do also enjoy the reminder functionality in addition to the ability to send reviews post ticket close.
The ability to easily view the metrics and data in comparison to anyone else in your team is helpful for evaluating performance.
This app even has a mobile version, which rocks for on the go ticketing!!!!
What do you dislike about the product?
There was not much to dislike. Perhaps the lack of all inclusivity with pricing. The phone ability is an additional cost as well as other features. This is normal for the space however I assumed it would have been included.
The other part I do not like is occasionally, there are Zendesk outages. More than I would have expected. They keep the clients posted and up to date however in an ideal world, this would not occur.
The other part I do not like is occasionally, there are Zendesk outages. More than I would have expected. They keep the clients posted and up to date however in an ideal world, this would not occur.
What problems is the product solving and how is that benefiting you?
The ability to provide quick, meaningful responses, with the metrics and capability to report and ensure efficiency across all support units.
Recommendations to others considering the product:
It rocks!! SO EASY AND USER FRIENDLY!
Excellent platform
What do you like best about the product?
I think what i like the most is the organization aspect. It's super helpful for me and my coworkers.
What do you dislike about the product?
I can't think of anything I don't like about Zendesk. I might like to have more support/help topics to navigate.
What problems is the product solving and how is that benefiting you?
I use Zendesk for checking voicemails and responding to support tickets.
Recommendations to others considering the product:
Try it, you'll love it!
Maintain accountability with Zendesk.
What do you like best about the product?
Zendesk offers the option for multiple users which is helpful to address many needs of customers. Tickets can be viewed and contributed to by the team. The collaborative nature of Zendesk helped my company remain accountable. When a new message or response came in an email would be sent and in addition to a notification on the dashboard- that was helpful to jump back in to issues. Analytics were helpful to see how I was doing as an Agent. Macros assisted in form responses that could be customized.
What do you dislike about the product?
The look of the program was dated- a more modern interface would make it easier to navigate. Tagging tickets didn't flow quite right. Emails can be out of control at time so make sure to have a dedicated folder to put messages in.
What problems is the product solving and how is that benefiting you?
All customer feedback was handled in person, by phone or email and that meant only one person would probably handle issues. Zendesk allows for collaborative support and it helped broaden the customer experience.
Recommendations to others considering the product:
Try it! Start with making a macro with form response information. (the "info" email) it makes dispersing information quick and easy instead of copy and pasting into individual emails after a phone call with a customer.
Zendesk makes getting and giving support simple!
What do you like best about the product?
My favorite feature is it allows you to add notes (that the customer can not see) which is VERY helpful if there are going to be multiple people dealing with the customer or issue.
What do you dislike about the product?
The only issue is that the ticket reopens if the customer replies "thank you" or something similar. Sometimes it runs slowly but that is expected of these softwares programs.
What problems is the product solving and how is that benefiting you?
The layout of Zendesk makes it very easy to see if a problem has not been answered or resolved. This helps to ensure no issue goes unresolved.
Recommendations to others considering the product:
Allows for greater efficiency in responding to customer requests. You can respond quickly using canned emails, which is a time saver.
Great way to connect to customers
What do you like best about the product?
It is a great app where you can assist customers via email, chat.
What do you dislike about the product?
When a customer emails you, and you submit a ticket as closed, and the same customer emails you, the ticket will be created as a new ticket instead of continuing in the previous email.
What problems is the product solving and how is that benefiting you?
I am able to email the customer, send photos, videos, etc... All in one.
Recommendations to others considering the product:
Great way to communicate with customers
Zen Desk is a great support tool
What do you like best about the product?
Zen Desk has changed over the years and it is currently a very robust and easy to work with support system. You can customize what you need so easily and pretty much whenever you need to that it makes for a great ease of use for all operators.
What do you dislike about the product?
The user facing side is a little tricky. Sometimes they think they need to log into Zen Desk or they don't reply right and you end up with a giant email quote pyramid.
What problems is the product solving and how is that benefiting you?
Faster response time, good institutional memory since tickets never go away.
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