Zendesk Suite
ZendeskExternal reviews
6,654 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Timely, Reliable Support Whenever Issues Come Up
What do you like best about the product?
Whenever there are issues let's say for getting assistance on certain apps such as gaming apps ect. They always answer in a timely manner to assist with issues pertaining to certain websites.
What do you dislike about the product?
There's really nothing I dislike about this application. Whenever I have used it I've always been satisfied with my experience with them.
What problems is the product solving and how is that benefiting you?
It resolves issues with obtaining money from certain websites as well as if you purchase something on there it assist with obtaining what you had purchased.
Zendesk turns support from a reactive inbox into a structured, trackable, and scalable operation.
What do you like best about the product?
Zendesk played a key role in streamlining the intake and handling of case requests. It helps centralize the case management workflow, incorporate automation, macro flows and SLA makes it robust and must have tool. It helped efficiently triage incoming tickets, convert them into structured cases, and apply prioritization based on urgency and impact. This ensured that nothing slipped through the cracks, improved visibility across the queue, and allowed the team to focus on the most critical issues first rather than reacting in a purely ad hoc manner.
Zendesk easily integrates with other tools such as Salesforce which is helpful, so that the teams need not move to different system to view the account details and context. For customer experience teams, this is a day-to-day tool that helps reduce the inbound volume. The Knowledge base, FAQ guides and AI powdered suggestions are very easy to implement without any dev support.
Zendesk easily integrates with other tools such as Salesforce which is helpful, so that the teams need not move to different system to view the account details and context. For customer experience teams, this is a day-to-day tool that helps reduce the inbound volume. The Knowledge base, FAQ guides and AI powdered suggestions are very easy to implement without any dev support.
What do you dislike about the product?
Zendesk gets the job done, but it lacks innovation. I used Zendesk for 4 years and I don't recall any compelling innovations happened during that time. It is very stable tool at its core and hardly had a down time. However, the UI still feels like from 90's and very unappealing. Additionally, it can become messy pretty fast without a tight governance, duplicate automations will start conflicting and no one knows which rule is doing that. Reporting is not very intuitive and there is a steep learning curve. Simple questions can take a long time to anwer and the team ends up taking export to work outside of Zendesk.
What problems is the product solving and how is that benefiting you?
It helped bring structure to customer requests and, in doing so, eliminated the shared inbox chaos. Customer queries come from everywhere - emails, chats, websites, forums, and more and Zendesk pulls them into a single ticketing system with clear ownership. With Zendesk, response and resolution times become more predictable, which helps build customer trust. The self-service option is also very helpful for deflecting volume, so the support team isn’t stuck answering the same question 100 times when customers can help themselves.
Zendesk Keeps Customer Support Organized and Efficient
What do you like best about the product?
What I like best about Zendesk for Customer Service is how it centralizes all customer interactions in one place, making it easy to track, manage, and respond to requests efficiently. It helps streamline workflows and ensures nothing falls through the cracks.
What do you dislike about the product?
One thing I dislike is that Zendesk can sometimes feel a bit overwhelming due to the number of features and tabs, which can take time to navigate efficiently.
What problems is the product solving and how is that benefiting you?
Zendesk helps ensure that customer issues are tracked and resolved in a timely and consistent manner. This benefits me by improving communication, reducing confusion, and allowing me to provide better overall support
Zendesk: A Comprehensive Solution for Customer Service Excellence
What do you like best about the product?
I use Zendesk for Customer Service as a one-stop solution for all my customer-related work and feedback. I love how it scales with business needs and allows for customized workflows, ticket tracking, and information management. It provides real-time insight into customer satisfaction and securely stores data, driven by a high-quality security system. Tracking every user's data on a single platform where I can chat and connect without opening multiple files for every customer is really convenient. I also find the initial setup quite easy.
What do you dislike about the product?
nothing as of now yes but Ai works fine for me
What problems is the product solving and how is that benefiting you?
I use Zendesk for Customer Service to track all customer queries and data. It acts as a one-stop solution, managing everything on a single platform, enabling timely support. It scales with business needs, provides real-time insights on customer satisfaction, securely storing data.
A powerful tool for customer service
What do you like best about the product?
Practicality and automations help to facilitate responses, from the simplest to the most complex, in addition to integrations with various tools, such as Jira.
What do you dislike about the product?
In the beginning, it may seem challenging because of the amount of information, but over time using Zendesk becomes something natural.
What problems is the product solving and how is that benefiting you?
First contact with the client and opening of tickets for development.
Flexible Ticket Holds, Helpful Merging, and Reliable Caller Recognition
What do you like best about the product?
I like being able to place tickets on hold for custom amounts of time. Merging tickets is also helpful. Caller recognition is something we use often. I work on Zendesk every day.
What do you dislike about the product?
Sometimes it can be inelegant/difficult to switch tickets between teams. I often get inbound calls from our main customer service representatives and the ticket will automatically mark as solved when I try to take it on.
What problems is the product solving and how is that benefiting you?
It helps keep all recorded calls in one place - the trancripts help me with clarity when I am reviewing cases.
Helps Me Stay Organized with Customer Requests
What do you like best about the product?
“I like that Zendesk makes it easy to manage customer conversations in one place. The interface is clean, and it helps me respond faster and stay organized.
What do you dislike about the product?
“Some features take a few extra steps, and a few pages load a bit slowly at times.
What problems is the product solving and how is that benefiting you?
“It helps me keep customer conversations organized and makes it easier to respond quickly without missing anything.
Zendesk Simplifies Ticket Tracking, Delegation, and Customer Service Insights
What do you like best about the product?
Zendesk for Customer Services enhances my ability to keep track of new tasks and existing tickets, as well as assign and delegate work. It makes it easier to manage updates, monitor progress, capture feedback, and follow the status of each task through to completion. It also provides various service statistics and customer feedback, which helps me improve customer service. Overall, Zendesk has simplified the traditional way I used to manage tasks and provide support/services to my customers and clients.
What do you dislike about the product?
I’ve never come across anything I dislike about Zendesk for Customer Service, which is why I’d recommend it to anyone looking to manage job requests, work orders, and job rating satisfaction on a daily basis for almost 10 years now. It is easy to implement, integrate into Microsoft 365 and the support from the Zendesk team its second to none - from signing up, billing, security, etc...
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service has improved the way I manage helpdesk tickets in a fast-paced working environment. I can easily prioritize tickets, delegate and escalate them when required, and see which long-running requests are still in progress and where the current hold-ups are. On top of that, I can keep track of how my team is delivering customer service to our users and clients.
Cool, Minimalist UI That’s a Joy to Use
What do you like best about the product?
the fact that it looks cool, minimalist and the user interface
What do you dislike about the product?
I don't know, maybe the reporting side, it can be more easy to use. or understand.
What problems is the product solving and how is that benefiting you?
all type of issues, I was working on customer support, and it is a fast tool. he can solve all the issues a customer is having.
Efficient Support and Great for Customer Suppo
What do you like best about the product?
Well in customer support it’s a very useful tool and managing customer queries becomes much easier because all tickets and emails are streamlined. It also helps in responding faster and more efficiently, which improves the overall customer experience. The interface is quite user-friendly, so even when handling multiple requests. Recently we launched co-pilot in that so that is becoming very helpful to our agents. We use it for email support LOB to reply to our customer and we see the padding feature in that really helps to add opening lines and apologies when required.
What do you dislike about the product?
Sometimes it works so slow or lacks when handling multiple tickets, which affects workflow during busy hours and impact the SLA. Sometimes it does not translate the whole page and that is very time consuming process because we need to use translate it from google then so that increases the AHT of the agent.
What problems is the product solving and how is that benefiting you?
It’s very helpful because we interact directly with customers, and in Zendesk we can clearly see when we are close to breaching the SLA the time turns red, which alerts us immediately. This helps us take quick action, acknowledge delays, and apologize to the customer on time, improving overall communication and customer satisfaction.
showing 1 - 10