Zendesk Suite
ZendeskExternal reviews
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Great Support Tool
What do you like best about the product?
Zendesk support is easy to implement on your own. Their knowledge base is super helpful and their support team is quick to respond and resolve your issues or answer your questions.
What do you dislike about the product?
The product has a focus on 'groups' where we would prefer to be able to assign or associate by agent. There is a lot to learn from the admin perspective, but there is a learning curve with any new product - this is where their awesome support comes into play!
What problems is the product solving and how is that benefiting you?
Improving our support workflows and increasing efficiency. We are working on creating our knowledge base and hope to use in in conjunction with one of their auto answer products to help make level 1 support more efficient. We have also implemented ZD Talk which has helped us get all communications documented in a single space.
Recommendations to others considering the product:
It's a great support tool. There is so much you can do with the tool and tons of integrations and add on apps to work with.
Happily used by a small start-up
What do you like best about the product?
I like how easy it is to connect my tickets to corresponding JIRA issues via an integration from the app marketplace. Merging tickets is also done very well (compared to competing products) and automation makes our lives a lot easier. We have macros set up to mark tickets as spam, hand them off to another team, etc. I have more time to think about my responses and manage our inbound flow.
What do you dislike about the product?
Zendesk's Help Center product was not an original Zendesk product, but gained in an acquisition. You can easily tell this - it seems like a totally different product, and it can be difficult to jump between your tickets and the Help Center. Customizing your help center and support website requires a front end developer - the base product they give you is very bare bones and not intuitive for a customer to navigate.
What problems is the product solving and how is that benefiting you?
We are a small startup that only offers e-mail support. Right now we have four support agents, and over 400 active users (some of those users have 100's of thousands of customers themselves) so we are pretty busy. We needed a support solution that would get out of our own way so that we could focus on tickets and not worry about having e-mails come in incorrectly, get lost, require a lot of manual reporting, etc. Zendesk makes it easy to see how well all of our agents are doing by providing comprehensive reports through their "Insights" tool. We've noticed a large increase in the number of tickets solved and a decrease in response time.
Recommendations to others considering the product:
If your primary need is to answer customer support tickets, then Zendesk is a great choice. If you are looking for a robust Help Center, phone bank, or CRM solution for your support team, that's not going to be Zendesk's strength.
Zendesk
What do you like best about the product?
I love the full integration of Zendesk. The ability to have many different applications in one single platform
What do you dislike about the product?
I don't like how new the program is. Oftentimes we had issues with applications because they were simply new
What problems is the product solving and how is that benefiting you?
Customer service was huge for us. We loved having a single place to communicate with our clients.
Zendesk Cloud Support
What do you like best about the product?
It is collaborative and all the team can be setup to be notified about the issue. you can add any external partner as well to the notification email.
What do you dislike about the product?
Its feature of encouragement. putting random words it is really annoying
What problems is the product solving and how is that benefiting you?
HelpDesk support. it is easy to use. User does not need to log into the system the ticket gets created via email.
Zendesk
What do you like best about the product?
Works well to allow support staff to track what needs to get done
What do you dislike about the product?
Some tickets get mistaken as emails and coworkers hit replay all and all members get the email
What problems is the product solving and how is that benefiting you?
Helped support staff track what needs to get done
Great Customer Service Interface
What do you like best about the product?
Love that all tickets can be kept track of in one place, that you can search for past/multiple tickets by same user, and that you can add internal notes for your team.
What do you dislike about the product?
It can sometimes be slow or get hung up and not save the changes that are made.
What problems is the product solving and how is that benefiting you?
This is our primary form of customer support communication.
Best Customer Support
What do you like best about the product?
My favorite thing about Zendesk is that it's so easy to use. As an admin of the system, it was easy to learn and is very straightforward in its approach. I have a lot of flexibility on the back-end to route tickets and make our operations folks' work as easy as possible. Plus, there's a ton of add-on apps that are supported by Zendesk and others that allow for easy integration with other systems.
What do you dislike about the product?
My biggest issue with Zendesk is that it's hard to communicate between two instances of Zendesk. Many of our customers also use Zendesk, so when we need to communicate with them it becomes a hassle because of the automated nature of the program. It will suspend automated tickets from the other Zendesk account, even when we need to see those responses. I cannot understand why Zendesk doesn't have a fix for this yet.
What problems is the product solving and how is that benefiting you?
We use Zendesk to interface with our customers on a daily basis. It streamlines customer support and helps us gather data and analytics on our customers, our support teams, and where we need to focus our time and energy. Plus, the Help Center (now called Guide) is a great place to post information and see what our customers are searching for and what they need the most help with. It helps us automate our customer interactions while still being a friendly, approachable company.
Zendesk is Easy to Use
What do you like best about the product?
I like how Zendesk offers different views to review your tickets. My favorite view is "unsolved tickets" so I can immediately see in chronological order, all the tickets I have not yet responded to. It's super easy to open each ticket, respond and update the status. I also like ZD's integration with JIRA so I can link bugs to my actual ZD ticket.
What do you dislike about the product?
I wish I could embed images in my message rather then just attach it to the end of the message. Beware that ZD also has an attachment size limit similar to most email clients. If you want to exchange a large file, you'll either have to compress it or store it at an external location.
What problems is the product solving and how is that benefiting you?
We funnel all questions and problems related to our enterprise software through ZD. ZD can track a lot of data that helps us understand our customers better. We can determine which customers are having the most problems, what are the most common types of questions/problems, what time of day we receive the most inquiries, etc.
Recommendations to others considering the product:
It has a very user friendly interface.
It was great.
What do you like best about the product?
Easy to navigate, set up was easy. It was not confusing.
What do you dislike about the product?
The prints were small, sometimes the wording was difficult to understand.
What problems is the product solving and how is that benefiting you?
Customer support.
Comprehensive in scope
What do you like best about the product?
Zendesk allows customization down to the tee for support use and can adapt to any kind of customer base
What do you dislike about the product?
The customization triggers, while being a strength can sometimes be confusing and has a long learning curve
What problems is the product solving and how is that benefiting you?
It allows us to organize inquiries from customers across different facets of the business and allows people from multiple teams to handle the same inquiries
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