Zendesk Suite
ZendeskExternal reviews
6,506 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great support
What do you like best about the product?
Easy to use, clear thread of communication
What do you dislike about the product?
When searching for tickets internally the icons aren't the most obvious
What problems is the product solving and how is that benefiting you?
Client support questions
Zendesk Zazz
What do you like best about the product?
That it is mobile. No matter where I am or what I am doing I can always help my clients. It is simple and quick. Also, I can look back and see what problems have occurred in previous months.
What do you dislike about the product?
That there are 3 Zendesk apps on my phone currently. Zendesk, Support, Zendesk Chat.
What problems is the product solving and how is that benefiting you?
All client questions concerning anything with our business in a flash. We have created a FAQ section on our website derived from the same multiple questions asked.
Efficient chat tool
What do you like best about the product?
I like the best it is easy to admin, customize and use daily. Handling spammers is easy. And as they send email notifications for chat requests sent while we are out from the office it covers the offline time also.
What do you dislike about the product?
As our chat volume is low due specialized segment then this fulfills our needs. So nothing to dislike.
What problems is the product solving and how is that benefiting you?
Live contact with prospects, sometimes wit users who can't use phone, skype or other chats that require signup.
Zendesk
What do you like best about the product?
History of communication with the client. Generally pretty easy for a new user to figure out how to use it.
What do you dislike about the product?
Insights per-rep could be more detailed. I also think fonts should default to the same font when copying and pasting.
What problems is the product solving and how is that benefiting you?
Organizing customer service.
Recommendations to others considering the product:
Definitely a sufficient platform for managing customer service.
Helps to Organize correspondence outside and inside of the workplace.
What do you like best about the product?
I like how the system organizes the queues as well as the security feature that can be added to it.
What do you dislike about the product?
Sometimes the system doesn't recognize a case and puts it in the wrong queue. This can cause an important time sensitive task to be overlooked.
What problems is the product solving and how is that benefiting you?
Organization, Privacy, Compliance
Solid support-centric platform
What do you like best about the product?
I like the ability to see when folks are looking at a case.
What do you dislike about the product?
This tool is not made for large support teams. SFDC makes for a much more efficient and easy to use platform for support.
What problems is the product solving and how is that benefiting you?
Reporting on metrics, and tracking cases. It gives us a solid view in the day-to-day activities of our clients.
Recommendations to others considering the product:
If you have any experience with SFDC, just stick with using the basic Case object. You don't need any of the fancy Support Console tools.
Great helpdesk software
What do you like best about the product?
Our company relies on top notch customer service, and zendesk helps us get there. It is extremely simple to use out of the gate, and it also offers integrations and automations if you want create more complex workflows. Works great together with slack.
What do you dislike about the product?
The recent forced upgrade on the mobile app. The old app stopped working to force the upgrade and the new app had pretty bad reviews. Should have handled that process better.
What problems is the product solving and how is that benefiting you?
Track and assign customer support issues. We also love the reports that give us feedback on how we are doing
Awesom
What do you like best about the product?
The simplicity and the level of help desk support
What do you dislike about the product?
Insights doesn't offer a lot of reporting metrics but there is the ability to create custom reporting with GoodData.
Really wish there were additional features around Satisfaction surveys and the ability to get more granular with the data and predictions
Really wish there were additional features around Satisfaction surveys and the ability to get more granular with the data and predictions
What problems is the product solving and how is that benefiting you?
Our support department is built around Zendesk, it allows us to manage all customer communication in a timely and efficient manner.
Recommendations to others considering the product:
Utilize the customer support center -- it will help a lot
Intuitive, flexible, tool to help manage support communications
What do you like best about the product?
Macros, tagging, and tie in with our knowledge base / help center
What do you dislike about the product?
Getting better recently, but past few months have had significant server downtime
What problems is the product solving and how is that benefiting you?
Managing increasing volume of customer support questions and issues in a way that allows us robust tracking to identify trends and patterns
Love Zendesn
What do you like best about the product?
It allows multiple customer service agents to be helping customers without overlapping or missing responses.
What do you dislike about the product?
The email customers get can be confusing. Telling them to reply above the line.
What problems is the product solving and how is that benefiting you?
Making sure all customer inquiries are addressed in a timely manner and kept organized for future review.
showing 2,571 - 2,580