Zendesk Suite
ZendeskExternal reviews
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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
Solid ticketing software
What do you like best about the product?
Macros and triggers provide flexibility to a simple and intuitive ticketing interface.
What do you dislike about the product?
The cc is actually a bcc. It's not clear what messages have been sent to whom with respect to cc's and assignees potentially changing over ticket life.
What problems is the product solving and how is that benefiting you?
Zendesk helps us manage our high volume of tickets elegantly and tag them for later analysis.
Great customer communication product
What do you like best about the product?
I love how easy Zendesk makes it to communicate back and forth with the customer. All communication is saved within the ticket and you can see which user updated the ticket and when.
What do you dislike about the product?
Reporting is not as robust as I would like. It is hard to gather information about how much time was spent on a certain product.
What problems is the product solving and how is that benefiting you?
COMMUNICATION! Higher customer satisfaction has been achieved because of the increase in communication.
Recommendations to others considering the product:
Zendesk is a great product that increases your communication with the customer which leads to great customer satisfaction.
Zendesk Sensei
What do you like best about the product?
Love Zendesk. It allows me to quickly and efficiently support customers needs.
What do you dislike about the product?
Nothing, I am pretty satisfied at the moment.
What problems is the product solving and how is that benefiting you?
I use Zendesk to run customer support for a children's app.
Zendesk Review
What do you like best about the product?
Integration with other softwares and services
What do you dislike about the product?
Ability to organize and filter inbox to maximize automation
What problems is the product solving and how is that benefiting you?
improving customer experience
Great through email - unable to use online
What do you like best about the product?
My experience with this system is great through the email portion, everything sent in an email with the correct ticket linkage will be correctly populated into the ticket online.
What do you dislike about the product?
This might not be the fault of zendesk but I am unable to log in online to log a ticket. I should have a login but was never given one.
What problems is the product solving and how is that benefiting you?
This helps us communicate with our infrastructure team who are mostly working remotely.
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