Zendesk Suite
ZendeskExternal reviews
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Zendesk support is a very easy to use and intuitive platform
What do you like best about the product?
I like how Zendesk support is very user friendly. All the members of our team, no matter how tech-savvy, can easily use it.
What do you dislike about the product?
I don't really have any dislikes for this softoware.
What problems is the product solving and how is that benefiting you?
We use Zendesk support to fix problems with our online ordering system.
Zendesk Review
What do you like best about the product?
Zendesk offers the best mailing solutions, especially when dealing with a large number of emails.
Different teams are able to use one product and view the same communication seamlessly.
This product offers the ability to switch users without necessarily forwarding emails.
Tracking of email communication is simplified.
Allows users to be added to its knowledge base, enabling easy retrieval of email contacts.
Different teams are able to use one product and view the same communication seamlessly.
This product offers the ability to switch users without necessarily forwarding emails.
Tracking of email communication is simplified.
Allows users to be added to its knowledge base, enabling easy retrieval of email contacts.
What do you dislike about the product?
-It is not very clear how its response time is calculated, especially when it comes to ticket handling. This ambiguity can be a downside to those that have targets to meet.
-Duplication of tickets is sometimes experienced which can be annoying and can also create confusion while dealing with either tasks or emails.
-Duplication of tickets is sometimes experienced which can be annoying and can also create confusion while dealing with either tasks or emails.
What problems is the product solving and how is that benefiting you?
-Centralization of communications. This has greatly improved the way emails are handled and has also enabled collaboration at a very high level. This, in turn, has improved response time.
-The ability to keep track of numbers ensures that the company does not work blindly, proper planning has been achieved and goal set in an easy manner.
-The ability to keep track of numbers ensures that the company does not work blindly, proper planning has been achieved and goal set in an easy manner.
Recommendations to others considering the product:
-I do not know if it is possible but if any email inbox can be linked to Zendesk it can be very good. This will allow those users who receive emails or tasks in their mail boxes can directly transfer these in form of tickets to Zendesk.
-Attachments sometimes are a problem to send. The idea of sending attachments embedded in links is not practical sometimes to users who are not used to, and those that are afraid of links. If the mail box model can be adopted, it will solve a lot of communication hurdles.
-Attachments sometimes are a problem to send. The idea of sending attachments embedded in links is not practical sometimes to users who are not used to, and those that are afraid of links. If the mail box model can be adopted, it will solve a lot of communication hurdles.
ZenDesk is great!
What do you like best about the product?
It's powerful, but easy to use at the same time.
What do you dislike about the product?
Setting up ticket automation can be a bit difficult
What problems is the product solving and how is that benefiting you?
Customer support, managing volume
Great product that has changed how we manage support
What do you like best about the product?
We love that there are multiple ways for customers to log support issues. Website, email, portal and we also love how easy it is to turn the resolution to a support case into a knowledge base article
What do you dislike about the product?
We do not like that it is difficult to integrate with other products we use in our business like Sage CRM. This is not a big deal but would be nice to have.
What problems is the product solving and how is that benefiting you?
We are able to respond to customers faster. We are able to prioritize responses by the type of plan a customer has. We ensure nothing falls thru the cracks in our support department
Recommendations to others considering the product:
None
Super easy and efficient
What do you like best about the product?
Zendesk is a very competent ticket management software that provides an easy interface.
Just watch out for the price and make sure you're getting the features you need.
Just watch out for the price and make sure you're getting the features you need.
What do you dislike about the product?
Slightly more expensive than the competition.
What problems is the product solving and how is that benefiting you?
It really helped me to keep all my customers emails and tasks organized and make sure that I'm on top of my workload. With other software it is easy to lose track and forget to reply to emails, but not with this app!
Great.
What do you like best about the product?
The threading of cases and the tagging available.
What do you dislike about the product?
I don't really have anything I dislike for the work I use it for.
What problems is the product solving and how is that benefiting you?
Keeping track of customer concerns.
Answering email tickets made easy
What do you like best about the product?
It user friendly, the interface is clean and everything is so easy to see.
What do you dislike about the product?
there is not built in email templates, i guess its nice to have. When i use the advanced search button and filter the tickets from there, i cannot arranged them alphabetically. I can only do that when i click on "unsolved tickets". Also the system doesn't automatically merge tickets with the same email.
What problems is the product solving and how is that benefiting you?
Answering and managing customer emails. It more organized than the regular email.
Recommendations to others considering the product:
Well its a nice-to-have, especially when you think about hiring a lot of VAs to answer your emails.
Zendesk makes customer support easy and excellent!
What do you like best about the product?
Easy to use, cost effective, in-depth reporting and analysis of data. Everything is easily accessed via the dashboard. Allows for full accountability of support staff. Feedback features are great and allows the customer to rate their experience and provide detailed information regarding their call or email.
What do you dislike about the product?
Some features are clunky. Tags can sometimes be difficult to work with. VOIP is sometimes poor quality and makes it difficult to communicate, which requires the support agent to disconnect the call and call back.
What problems is the product solving and how is that benefiting you?
We needed a way to easily take support calls and emails, answer and follow up with customer inquiries, and maintain reports on those interactions. Zendesk keeps our customer support organized, helps our support staff stay on top of requests and issues, and provides feedback via in-depth reporting to help us improve our support service.
Recommendations to others considering the product:
We are a small company. I don't know how well Zendesk scales, but our experience using the software has been excellent overall. I highly recommend Zendesk as a support solution.
Easy and Organized
What do you like best about the product?
I like that I can keep everything in one place. It's easy to find a previous inquiry and respond quickly
What do you dislike about the product?
Some times things can get a little lost in the shuffle. I try to keep all relevant issues in one ticket
What problems is the product solving and how is that benefiting you?
E commerce issues while I administrate stores for sales reps. This way I don't have to scroll through emails to find what I need
ZD Review
What do you like best about the product?
I like that I can speak to customers and colleagues on the same platform
What do you dislike about the product?
None--it's a great service and I would recommend to co-workers and friends!
What problems is the product solving and how is that benefiting you?
CS, sales issues
Recommendations to others considering the product:
For CS teams, this is great
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