Zendesk Suite
ZendeskExternal reviews
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Very nice and easy for use
What do you like best about the product?
Very easy for use and fast software platform. Highly recommend!
What do you dislike about the product?
I little slow support and no cellphone hotline.
What problems is the product solving and how is that benefiting you?
Support internal users and assist. Save time and money costs
Recommendations to others considering the product:
Highly recommend!
Zendesk - the best Hi-tech Support Solution
What do you like best about the product?
Easy navigation and flexible options available!
What do you dislike about the product?
Very hard to reach Support teams. And do not have any contact phone available with Sales Teams.
What problems is the product solving and how is that benefiting you?
Support all kinds of softwares. Office 365 and other related to cloud based environment.
Really Made a Difference
What do you like best about the product?
Our previous system for opening and tracking tickets was just antiquated. Zendesk changed that for our customers and for us. We use the ticket, chat, and talk functions. Our customers have said they like being able to chat or open a ticket with one click instead of using multiple systems. From a support perspective, triaging the tickets is easier, seeing the information is easier, and getting metrics is easier. The ability to take a call or chat and convert it to a ticket is wonderful because it increases our efficiency in responding to and resolving any issues that require additional work. I had an occasion to contact support regarding a report I was trying to run and not only were they available quickly, they talked me through everything regarding my report. They sent me a .gif video that I could use to reproduce their results on my own. Oh, and I love the Explore functions! Creating our dashboard so that we can see exactly what we want to see when we want it. Round Robin is a free companion software that automates ticket assignment based on rules and schedules that we create and we love that too!
What do you dislike about the product?
I want the chat notification to be more visible. I found how to increase the sound notification, but the blinking at the top of the screen is easy to overlook when focused on something else.
What problems is the product solving and how is that benefiting you?
We can track the life of a ticket now. Using that information, we can identify where the workflow breaks down then make the necessary operational corrections. We can drill down data and know exactly who touched an issue. We have saved time for agents because they no longer have to rewrite and recreate issues. The automations have saved time so that agents don't have to worry about multiple follow-up emails when trying to get additional information. It's a one-stop-shop and replaced several separate systems. We created a link from our Support mailbox to Zendesk so that any emails that we receive are forwarded and automatically become tickets that get assigned.
Zendesk review
What do you like best about the product?
Support and Guide feature. This allows us to customise everything
What do you dislike about the product?
Pricing seems to be a bit high, price per agent is very expensive.
What problems is the product solving and how is that benefiting you?
Ticketing system allows to keep track and prioritise
Very Intuitive and Easy to Use
What do you like best about the product?
Zendesk is an excellent platform for customer service. It is easy to use and does not require end-user training for its operation. It allows the support team to easily handle customer inquiries through email, chat, and social media. This helps to provide fast and efficient customer service, which is very important for any business.
What do you dislike about the product?
The only drawback is that the platform is not available for free unless you are willing to get the Basic package.
What problems is the product solving and how is that benefiting you?
Provide help desk support to our staff.
Amazing support
What do you like best about the product?
It just works. I had a issue with the app and the team worked to take care of it. They were so good with communication! Seriously the communication is out of this world! Great job!
What do you dislike about the product?
Nothing. Zendesk works great. The customer support is top notch. I have no dislikes.
What problems is the product solving and how is that benefiting you?
Employees can submit tickets for problems they are having at work. We can also create guides to remember the intricacies of our network system.
Helpful, super user-friendly!
What do you like best about the product?
Fast response. When I requested a chat, someone immediately came to assist. Barely any wait time.
What do you dislike about the product?
I am disappointed that the entire Chat function doesn't have a daily log to show the statuses of each employee working Chat-- as to what time they log in-- and what time they change their status from "Invisible" to "Busy" or to "Available." And log in/ log out time each day, or a timestamp of the time of day they make themselves "unavailable" at the end of their shift. This has nothing to do with James in Customer Service that I chatted with but is a functionality issue.
What problems is the product solving and how is that benefiting you?
Thanks you for letting me know that missed chats only occur when someone is still actively logged in as "available" or "busy," but not "unavailable"
Best explanation I've got
What do you like best about the product?
The consistency of reply and follow-ups.
What do you dislike about the product?
better recommendation what's best to use
What problems is the product solving and how is that benefiting you?
the extracting of data it's complicated sometimes
Quick and friendly support
What do you like best about the product?
The quick response to my inquiry is something that I really appreciated.
What do you dislike about the product?
For this particular issue and assistance, there wasn't anything that I disliked.
What problems is the product solving and how is that benefiting you?
This is the first time I have reached out and it was due to an error message that my team was getting regarding being a bad domain. The benefit of live chat is the quick assistance and resolving of the issue.
As a long time user, I've grown with Zendesk and highly recommend it.
What do you like best about the product?
The ease to start mixed with the ability to build complex workflows with customer and agent experience in mind. I've seen Zendesk grow, and it's enabled many aspects of my career. I'm a big supporter of Zendesk, and can show how it has beneficially impacted the company's I've worked with.
What do you dislike about the product?
There are some features I would like to see added - like the ability to push Sandbox changes (at least in Premium) to production. I'd also like more criteria that can be used to create triggers. There are workflows that are not possible currently because of these limitations that I think a lot of users would find useful. Additionally, it would help to allow for warm transfers to groups for talk tickets.
What problems is the product solving and how is that benefiting you?
Reporting, timeliness, customer experience, everything really. It's an incredibly robust product that enables productivity, organizational visibility, and powerful automations.
Recommendations to others considering the product:
Get started! Use a trial and dive in.
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