Zendesk Suite
ZendeskExternal reviews
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Zen Desk Review
What do you like best about the product?
This product Zen Desk allows the organization to have all the information collected by engineers and technicians that involves making cases for a customer and fixing their issues in one place. The entire organization can see the information involved in each and every case that a tech or engineer is working on to then be seen by any personell within then company who may need to see that particular Info in order to fix the problem at hand.
What do you dislike about the product?
Sometimes when using the product Zen Desk the information gathering and building of the case could take a longer time than it should have.
What problems is the product solving and how is that benefiting you?
The business problems that are being solved are every single case that needs to be worked on is done so in a extremely organized fashion. For this particular organization Zen Desk was utilized to connect the client and their issues with a third party company who we would work with to solve the clients problems.
Recommendations to others considering the product:
My recommendation to others considering Zendesk would be that if you are the type of company that needs to help their customers on a daily basis via help desk, and are opening tickets daily with third party organizations to help your customer this is a great product.
Customer Success Manager
What do you like best about the product?
Automation of emailed support request through support ticket generation.
What do you dislike about the product?
I don't have full access, so I'm not necessarily sure of what I don't like...
What problems is the product solving and how is that benefiting you?
All client facing issues are being addressed (most solved)... peed of automation allows all team-members to coordinate completion of ticket.
Effective, quick, and accurate.
What do you like best about the product?
I like Zendesk because of the ability to support customers from a computer or mobile device. They put work into streamlining the product, and the keyboard shortcuts make any support rep's life easier. I appreciate that they understand that great support needs great software behind the scenes.
What do you dislike about the product?
Only thing I dislike is the admin status. It feels like an all or nothing kind of thing, where someone is either an admin (full access to Zendesk's offerings) or not an admin (limited in their ability to add/edit cogs behind the scenes). I wish there were certain tiers to whether an agent is an admin or not.
What problems is the product solving and how is that benefiting you?
We are solving sport technology issues as customers user our software. I've realized that the notifications I can receive from Zendesk help me respond quickly.
Recommendations to others considering the product:
Definitely give it a shot. It is not perfect, but it will help any company looking to support their customers better.
Zendesk was useful in responding to an unhappy client.
What do you like best about the product?
It is an easy tool to respond to clients who are unhappy and have a problem with my companies engineering services.
What do you dislike about the product?
I would like the real time feature to be something that it easier to use although for my purposes real time is very difficult when engineering and scientific issues which need to be researched are the problem.
What problems is the product solving and how is that benefiting you?
Problems solved are whatever issues the client is having like an engineer not showing up for the outage or their shift for work. Benefits realized are a quick response to someone who is unhappy which can help to pacify them.
Recommendations to others considering the product:
Zendesk is very useful for responding in nearly real-time to a clients issues. To help build relationships and keep relationships going Zendesk is definitely a useful tool.
Tidy, modern interface with some slight faults
What do you like best about the product?
Pretty intuitive and the interface is tidy, considering how much is going on. It's a more modern app than the competitors I've used.
What do you dislike about the product?
It should be a bit easier to email transcripts to the user, maybe with a one-click button. I also wish it was more obvious that they can upload a file - you have to click Options to see it. I wish the Visitors list was in order of when they entered chat. I'm not sure what the actual order is.
What problems is the product solving and how is that benefiting you?
Our users prefer chat over email or phone so we field a lot of requests each day. ZD Chat is pretty slick and easy to use.
Zendesk is fast, reliable and easy to use.
What do you like best about the product?
What I like the best about Zendesk is it is easy to find my tickets and they have an app so I can know if I have tickets waiting in my inbox while I am out and about. The other great thing about this service is the ability to collaborate easily with other teammates by having the option to leave comments internally. We really like the fact that customers can login to their account and find all of their old tickets quickly and easily and also that we can do the same.
What do you dislike about the product?
I dislike the fact that you can get 10 positive tickets and your satisfaction rating will not go up but if you get just 1 negative one it will go down. Sometimes the service will run very slow and will be impossible to use, I do find that it has more glitches than we would like but usually, these are fixed quickly.
What problems is the product solving and how is that benefiting you?
We use it for Customer Service so it solves the problem of us not being able to speak with customers quickly and efficiently. The benefits are the ease of finding tickets and being able to easily collaborate with other team members.
Recommendations to others considering the product:
Have your own system for determining customer satisfaction
Super solution for loving our customers
What do you like best about the product?
The collation of all incoming support inquires in one place, so all team members can view any enquiey throughout the conversation
What do you dislike about the product?
If it is a long duration of responses with attachments the customer gets massive long email each time. Plus the attachments are not clear enoughly displayed for the customer.
What problems is the product solving and how is that benefiting you?
Seemless internal communication & so imporoved workflow & customer support.
Recommendations to others considering the product:
Notify customers that any attachments appear as a link
Great
What do you like best about the product?
Zen desk easily allowed external ticket resolution within my work with a support organization. Easily referencing tickets and adding key stakeholders.
What do you dislike about the product?
The UI I used was slightly archaic/bare bones. Thingns don't need to be pretty but there is a point of diminishing returns that should be reached before giving up on UI.
What problems is the product solving and how is that benefiting you?
We were onboarding advertising clients into a digital dashboarding and data warehousing project to streamline their current reporting setups on media campaigns.
Zendesk
What do you like best about the product?
Love that Zendesk has the links I need set up so that I can see all of my customer's information with one click
What do you dislike about the product?
Not being able to see what my customers see on their screen.
What problems is the product solving and how is that benefiting you?
At this stage, I can't say whether any problems were solved or benefits have been realized as it is the only help desk software I've used to date.
ZenDesk Review
What do you like best about the product?
The simplicity of being able to have multiple tabs and cases open, that was the best part of the entire program.
What do you dislike about the product?
The small font made ZenDesk a little bit hard to figure things out, but once I adjusted the screen it was all fine.
What problems is the product solving and how is that benefiting you?
Customer experience relations involving ticket management, integration with our multiple teams, multiple users, and more.
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