Zendesk Suite
ZendeskExternal reviews
6,655 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Best support tool in the market
What do you like best about the product?
Zendesk is the best tool for CRM I have work with in the past 5 years. It is very intuitive and extremely easy to use so agents need just a little training to learn to use it. At the same time, it have many features that allow you to personalized the ticket management according to the need of each brand/client.
The initial set up (generic one) was very quick so you can have the main features running in no time and it is very easy to add seats, new contact channels and integrations with other platforms.
Agents can merge tickets and see if another person is already dealing with the request from the customer on the same ticket so no useless work is done. Dashboards with agents performance keep all team motivated to always reach the SLA
My favorite part of Zendesk support is definitely the reporting option as it allows you to create your on and you can include many metrics according to the business needs: from resolution times, to individual agent performance to contact topics.
The initial set up (generic one) was very quick so you can have the main features running in no time and it is very easy to add seats, new contact channels and integrations with other platforms.
Agents can merge tickets and see if another person is already dealing with the request from the customer on the same ticket so no useless work is done. Dashboards with agents performance keep all team motivated to always reach the SLA
My favorite part of Zendesk support is definitely the reporting option as it allows you to create your on and you can include many metrics according to the business needs: from resolution times, to individual agent performance to contact topics.
What do you dislike about the product?
Being a tool that you can personalize the way you like and have multiple features, it can take a long time for you to implement more advanced features as most of the assistant they give is through articles in which there are often just users trying to help each other and no Zendesk employees.
What problems is the product solving and how is that benefiting you?
It is very quick for the CS team to deal with customer request and not to loose time looking for the client history or contacts by another channel as they have everything they need in just one place. We are able to prioritize tickets by time or attributes which help us deal with the more urgent request as soon as they arrive, so customers are happy.
Recommendations to others considering the product:
Improve customer service
Invaluable tool for us
What do you like best about the product?
It facilitates the administration of your support service, offering an easy-to-use dashboard and benchmark statistics, both within your team and compared to the industry averages, It's fantastic
What do you dislike about the product?
There were some days when we would have to wait for hours to return to the tool. It is the only thing that can be mentioned that could be useful is the constant interruption. It would be good to solve that permanently.
What problems is the product solving and how is that benefiting you?
ZenDesk has been able to optimize the system, helping companies across the business spectrum. We have used this software in different platforms and responds to all types of support communication. It also gives companies the ability to customize their system, which allows a great sense of brand opportunity in some cases.
Recommendations to others considering the product:
There are many different applications and many are integrated into CRMs. If you are using a CRM with an integrated ticketing system, you should try Zendesk, it is the best system in my opinion. There are so many ways to automate and organize Zendesk that no other software can approach. It is excellent in more than one way for our company.
Great product!
What do you like best about the product?
Access to all calls and notes post communication wrap up.
What do you dislike about the product?
Is not always reliable as far as connection goes. Sometimes os very slow loading.
What problems is the product solving and how is that benefiting you?
Helping customers with questions or concerns about our product. Great to records nots during a call.
Great Product
What do you like best about the product?
This function has allowed us to create online live interactions with our customer base and website visitors. It was very easy to install and works well.
What do you dislike about the product?
The customer service in helping us pick a solution was very poor in response time and was initially provided bad information.
What problems is the product solving and how is that benefiting you?
Reaching out to our customer base while they are looking for solutions on our website.
Recommendations to others considering the product:
It is a great product and was easy to implement. Make sure you are specific in what you are looking for so they give you the correct trial program. Also, utilize the trial to make sure it covers what you need.
Zendesk Support is recommended
What do you like best about the product?
Tickets creation is straightforward and can be done via email from user. Notification options are well represented including the initial creations as well as any updates to it. Metrics reporting is also robust.
What do you dislike about the product?
A lack of direct links to the ticket in notifications is a shortcoming, or it could be due to a limited feature set from our budget. I would greatly prefer if more editing options for tickets were available as well.
What problems is the product solving and how is that benefiting you?
In addition to general support, the reporting features are greatly improving our efficiency and identifying the key personal we want to reward and those with challenges to overcome.
Recommendations to others considering the product:
Definitely worthwhile as a new system, if you are already using a ticketing solution it will be up to you to deicides if it is worth switching, but i would encourage a trial at least.
Zendesk is a great tool for customer service life
What do you like best about the product?
The interface is easy to use once you're used to the layout. Administration is fairly straightforward. If you are used to ticketing systems, it can almost seem too simple. However, Zendesk has powerful tools and features which should fit any size deployment.
What do you dislike about the product?
When setting up multiple brands, some settings are global and can interfere with how you setup other "brands". For instance, if you have both a "customer facing" service desk and internal helpdesk, any global settings will impact both boards (tags, forms, some fields).
What problems is the product solving and how is that benefiting you?
Zendesk Support does a good job as a helpdesk platform, it also is being used throughout the business.as a support ticket solution aimed at the client.
Easy to Use and Keeps Me Organized
What do you like best about the product?
I love how Zendesk offers the option to categorize the many different tickets we have coming in. It saves me a lot of time being able to access my personal queue of tickets in one spot!
What do you dislike about the product?
Zendesk will occasionally freeze and kick me out if I am trying to close my tickets and do chats at the same time with a high volume from both.
What problems is the product solving and how is that benefiting you?
It has helped us a lot organize and keep track of our work load. It allows us to also see how we are doing personally on our work goals.
Recommendations to others considering the product:
I would recommend a different layout to make it easier to access different things
Succesful
What do you like best about the product?
No doubt that live time analytics are accurate or customizable tools on portal is knowledge based. Whether you have a big or small your company, this tool can assist at its best! I am so happy I found such a resourceful software for my employees to use in the customer service satisfaction industry. The analytics of how my consumers are reaching out quickly getting the answers/services they are expecting is spectacular!!
What do you dislike about the product?
ZenDesk is awesome, i cannot dislike anything
What problems is the product solving and how is that benefiting you?
Quick responses, amazing ratings on my companies "Customer Service Feedback" portion, and easy to use for new hires. it is not a complicated tool to learn.
Recommendations to others considering the product:
If you want to have consecutive accomplishments with your customers and meeting their needs/expectations in a timely manner, use ZenDesk.
Zendesk Support
What do you like best about the product?
Fully featured help desk and task management system for a team of support analysts. Custom views, email interface, etc...
What do you dislike about the product?
Disability to customize how emails are distributed to users who hae submitted tickets.
What problems is the product solving and how is that benefiting you?
Helpdesk and task tracking.
Recommendations to others considering the product:
Great help desk ticketing system! Use it for FAQ as well.
Uncluttered viewing.
What do you like best about the product?
Dependable functionable chat room for completing necessary communication which ends in compketed transactions.
What do you dislike about the product?
Nothing to dislike maybe bigger bubbles for current box conversation.
What problems is the product solving and how is that benefiting you?
Clearing up many transaction necessary details for purchase or refund completion.
showing 2,161 - 2,170