Zendesk Suite
ZendeskExternal reviews
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Social Customer Care in a snap
What do you like best about the product?
Instinctive use and a lot of adaption for addressing customer care concerns (social, call and email.)
What do you dislike about the product?
Queueing can be an issue. Backlogs can be overlooked and there's no provided best practice for addressing this. Integration with legacy and cloud CRMs are not consistent.
What problems is the product solving and how is that benefiting you?
Mainly social customer care. It can most certainly do the job from that end.
Zendesk Great for Customer Support
What do you like best about the product?
The user interface makes it extremely easy to prioritize customer support ticketing and determine level of importance and response.
What do you dislike about the product?
Honestly there is not a lot that I do not like. It's a little on the pricer side, but when dealing with support tickets it really is a matter of ease/useability which Zendesk provides.
What problems is the product solving and how is that benefiting you?
We needed a centralized support and ticketing system for our client. They had historically only received inquiries through email which was inefficient and unorganized.
Recommendations to others considering the product:
My agency reviewed several competitors and in evaluating price and value we ended up picking Zendesk.
Intuitive ticket platform.
What do you like best about the product?
Zendesk is incredibly legible and easy to navigate from a user experience standpoint. I enjoy its fonts, layout and intuitive structure. It manages to show you a lot of details about a support ticket in minimalist manner. It's simple to learn as well.
Being able to open other tickets in new Zendesk tabs is incredibly helpful, and I like the recent integration of the ticket number always showing to keep yourself organized.
Finally, I appreciate being able to draft a response, but feeling secure that my text will be saved should I accidentally be working on the "wrong" browser tab.
Being able to open other tickets in new Zendesk tabs is incredibly helpful, and I like the recent integration of the ticket number always showing to keep yourself organized.
Finally, I appreciate being able to draft a response, but feeling secure that my text will be saved should I accidentally be working on the "wrong" browser tab.
What do you dislike about the product?
I'm very happy with this software, but I find advanced settings like customizing your Views a little on the confusing side. Also, something like sending the same email again might benefit from a designated button to do so (and if it exists, it just means I haven't found it yet).
What problems is the product solving and how is that benefiting you?
The task of customer support is made easier, with a constantly updated inbox that is easy to keep an eye on. Allows for quicker service and an enhanced company image.
Recommendations to others considering the product:
I find it good for what it's needed for.
Overall good experience
What do you like best about the product?
Insights - Real data and stats into how we are doing over time. Great that it's right in the software.
What do you dislike about the product?
Formatting from emails - Often times emails are harder to read, wish there was a way to see the entire email thread not all written as one big paragraph.
What problems is the product solving and how is that benefiting you?
Simplified tickets - keep all support issues and questions in one central dashboard.
Zendesk for Customer Service
What do you like best about the product?
Love the user friendly set up, simplicity look and how it is very easy to use.
What do you dislike about the product?
Reporting - how to figure it out was a little difficult and a little time consuming
What problems is the product solving and how is that benefiting you?
Business problems we are solving - Customer Service agents have the capability of reviewing customer history by searching name or email addresses. Also they're able to search key words and see all associated emails. ALL IN ONE PLACE! :)
Recommendations to others considering the product:
I would recommend to review the helpful articles, videos and the training modules they have set up - very helpful with reporting and other things you can do with Zendesk.
ZD at work
What do you like best about the product?
Most days I absolutely love Zendesk. It runs smooth, easy to navigate and solves tickets and moves quickly.
What do you dislike about the product?
I don't like the newest update to the interface, you can't move tabs around and it does crash more often t han any other program we use at work. The count goes down at least once or twice a week and you aren't able to track your tickets without reaching out to a supervisor. that is super annoying and frustrating as it helps to see what your numbers are
What problems is the product solving and how is that benefiting you?
I just deal with customers calling and email. There's no business problems that i need to solve or benefits to be realized.
Recommendations to others considering the product:
I'd definitely recommend this. It can have issues but it's very easy to learn, intuitive and except when it crashes, it runs pretty well. It also allows you to add on features within the ZD that allow for more ease of use across the board for a company.
So far, so great! Zendesk is easy to use! :)
What do you like best about the product?
I really enjoy being able to create views for different types of tickets. It helps me to prioritize and respond to the most urgent inquiries first!
What do you dislike about the product?
I dislike some of the minor glitchy effects I've experienced. When I close a ticket and remember something needs to be edited or I forgot a tag, I'll immediately select the ticket number on the right corner of the page. Sometimes this doesn't open the ticket I want, it will pull up the next ticket in my queue which led me to make a few mistakes before realizing this was happening.
What problems is the product solving and how is that benefiting you?
A colleague of mine recommended we prompt customers to select a dissatisfaction when they are rating a ticket as "bad". That helped us to gather more information as to what we could work on as individuals, as well as our overall policy.
Solid platform, undergoing seemingly significant improvements
What do you like best about the product?
The platform provides a lot of flexibility, has a good number of integrations and built in add-ons that give you the ability to do almost anything you need.
What do you dislike about the product?
There's a lot of complexity to the system, and to really get at the core of some of the things we've been trying to do, we rely a lot on their support team.
As of now, zendesk talk and zendesk chat, while powered by zendesk and are kind of integrated, still function in their own silos...especially chat.
As of now, zendesk talk and zendesk chat, while powered by zendesk and are kind of integrated, still function in their own silos...especially chat.
What problems is the product solving and how is that benefiting you?
The data and reporting we get out of having chat, phones, email tickets, and the support site all flowing through one system has allowed us to be one of the first departments in the company to provide data backed recommendations to alleviating customer pain points, quantify issues and impact with our software,
Recommendations to others considering the product:
you need a dedicated admin who really understands the intricacies of the system to take advantage of everything you're paying for.
Improving all the time
What do you like best about the product?
Managing all of our support accounts in shared inboxes that everyone has access to & can search in real time.
What do you dislike about the product?
Limitations to built in reporting, such as not being able to filter by light agents who are CC'd on tickets without running it through our developers via API.
What problems is the product solving and how is that benefiting you?
We used to have several support email accounts managed all through macmail. This has streamlined our helpdesk ticketing system which has dramatically improved our customer service productivity, and increased our ability to share accounts, monitor quality, set reminders for pending items to send to our email (we even created a custom webhook so it pings us on Slack when a ticket is pending for24, 48, 72+ hours).
Recommendations to others considering the product:
Zendesk has very helpful customer support & is highly customizable. It doesn't do absolutely everything I could dream of but it does so much more than our previous solution & the increase in productivity is well worth the migration.
Zendesk
What do you like best about the product?
It's easy to use and navigate. The UI is also appealing and clutter free
What do you dislike about the product?
Some glitches every now and then. Difficulty finding previous cases sometimes
What problems is the product solving and how is that benefiting you?
Helping customers locate dog sitters, process refunds, create cases for other teams
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