Zendesk Suite
ZendeskExternal reviews
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Zendesk is so intuitive to get up and running for any SMB like Cazoomi
What do you like best about the product?
Zendesk let us connect with businesses on the channels they prefer. And it’s all managed in one place—so our team can track conversations and pick up where they left off. The result is a better customer experience, right from the start for our small team of 15.
What do you dislike about the product?
The mobile app for Zendesk needs to be able to sort on search as our team work anywhere so not always with their laptop to use the desktop sort feature.
What problems is the product solving and how is that benefiting you?
We solve our subscribers need for Apps integration so Zendesk provides this out of the box with 100s of marketplace apps for business needs.
Our company also has realized a substantial drop in support cases after implementing Zendesk Help Center and their newest Connect features.
With the Help Center we can take case issues and quickly turn them into Knowledge Base articles daily to better assist our subscribers who bring to our team's attention something we had not thought of before as an issue.
Our company also has realized a substantial drop in support cases after implementing Zendesk Help Center and their newest Connect features.
With the Help Center we can take case issues and quickly turn them into Knowledge Base articles daily to better assist our subscribers who bring to our team's attention something we had not thought of before as an issue.
Recommendations to others considering the product:
Do a POC with your support staff to see how quickly they adapt to the software as that is the key sign for widespread adoption of Zendesk and if it is right for your organization.
Key to Organization
What do you like best about the product?
I love that Zendesk gives you the opportunity to keep organized through different statuses, merging capabilities and linking tickets.
What do you dislike about the product?
I don't dislike the program, but my least favorite part is the glitches with the connection to other programs.
What problems is the product solving and how is that benefiting you?
Organization
One of the best solutions for customer support!
What do you like best about the product?
The noting system. You can easily note each support ticket for easy communication between agents.
What do you dislike about the product?
The agents cannot add attachments to the individual ticket. This would be useful for instructing companies.
What problems is the product solving and how is that benefiting you?
I work in video games, and having a very large player base Zendesk is important for gathering all support queries in one place.
Recommendations to others considering the product:
We use this along side HelpShift.
Zendesk ftw
What do you like best about the product?
We love the ease of use. Simple UI and search functionality.
What do you dislike about the product?
The mobile app that was just rolled out could use massive improvements.
What problems is the product solving and how is that benefiting you?
This is our end user facing ticketing system.
Zendesk revolutionized our customer experience departments efficiency and service
What do you like best about the product?
Help desk feature- it allows guests to find answers autonomously and for our team to update FAQs at anytime.
What do you dislike about the product?
I wish Instagram comments could be seen in Zendesk.
What problems is the product solving and how is that benefiting you?
We are able to staff less people as Zendesk allows us to be very efficient. We're also solving for inconsistencies in answers and volume with the help desk and macros.
Recommendations to others considering the product:
Be sure to spend time with a account manager- there are so many features out there that you might not even have know about
Highly Recommend
What do you like best about the product?
It's easy to use, easy to respond via email, is reliable (as much as SaaS can be) and is a great database of past questions, issues, etc.
What do you dislike about the product?
When you search using keyword, it doesn't automatically sort by most recent. It's a small annoyance, but it's consistent.
What problems is the product solving and how is that benefiting you?
I work with customers regularly both via email and via Zendesk. Zendesk allows me and my more technical partners to solve an issue with a customer together more easily and more organized than email does.
Quick service made easy
What do you like best about the product?
The web based program is very easy to use. Since it is real time, we are able to connect to our clients much more easily. The fact that we are able to see analytics for chats and website visits is also really great.
What do you dislike about the product?
The one thing I dislike about the live chat system is that the chat history only becomes available once you AND the client leave the chat.
What problems is the product solving and how is that benefiting you?
We are a modeling and acting company that helps talent pursue careers in the entertainment industry. We have not really had many issues to realize.
Recommendations to others considering the product:
A small plan is perfect for a small business. Depending on how large your support team is, you will still only need roughly 2 users tops to manage your account.
Zendesk is great
What do you like best about the product?
Easily create and manage tickets. Really improves the custimer service roles in the workplace.
What do you dislike about the product?
Small 20mb file limit. Somwtimes files are much larger than that. For those we have to use an external service.
What problems is the product solving and how is that benefiting you?
Tech support and product launches and upgrades.
Diggin' the Zendesk
What do you like best about the product?
Internal notes, organizing tags. macro messages!
What do you dislike about the product?
It's support chat feature wasn't as good as LiveChat :(
What problems is the product solving and how is that benefiting you?
Communicating with users in a timely manner. We also use nicereply to make sure our reps answers are received well. This helps us internally train better and give overall customer satisfaction.
Recommendations to others considering the product:
Help new users set up there views. I like to view my solved cases for the month and look for trends.
Easy to use and very powerful!
What do you like best about the product?
Zendesk makes it easy to craft views and route support tickets to the appropriate party or team.
What do you dislike about the product?
I dislike the reporting limitations on our tier. We have to work a lot with exported data instead of having a comprehensive interface.
What problems is the product solving and how is that benefiting you?
We're solving for very complex communication relationships from end-users, automated notifications, and internal comments. Zendesk works well with all forms so long as you set up for it correctly.
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