Zendesk Suite
ZendeskExternal reviews
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The best support software I've come across by far.!
What do you like best about the product?
The API, ticketing transparency, ticket status tracking, the merging of the tickets and private chat option via tickets are some of the best features of this software. Even the mobile website is good enough to work remotely. We are really looking forward to start using the API as well of the Zendesk to make our own CTI integration with it. We're looking for a long term relation with Zendesk and in order to do so maybe have a tie up with them for a smooth future additions and growth.
What do you dislike about the product?
That we cannot assign anyone as CC on multiple tickets at once. We really need that feature.
Also if we can get a chance to replace the existing users on a chat with new employees that would great as well.
Also if we can get a chance to replace the existing users on a chat with new employees that would great as well.
What problems is the product solving and how is that benefiting you?
The troubleshooting of any issues of our product via email and this tool is the best usage that it provides. File size to be attached could’ve been more than 1 MB for primary users with lesser number of users.
Recommendations to others considering the product:
Just open up a ticket or chat with them if you're having any issues using or setting up the ticketing system (although no help is required what so ever with that) because they will get back to you ASAP and get the resolution to you pretty quickly.
Zendesk Review
What do you like best about the product?
For a long time my team was unable to keep track of tasks and issues going on for our customers and our staff. I was able to get Zendesk and offer a way for them to submit their issues easily and I could assign the problem to a person fit for the Job.
What do you dislike about the product?
There is not much to dislike. I used it minimally and it accomplished what I needed it to. Notifications took a bit long but besides that, I think the program fit my expectations greatly. I will continue to use the program and if I encounter any issues, maybe I will revise my review.
What problems is the product solving and how is that benefiting you?
We are more organized. Problems are routed to the right department leads. There is less confusion on who's job it is to solve a problem. Although we are having less problems to solve and have used the program less and less, it still was a great thing to have in the company.
Recommendations to others considering the product:
It definitely will get your organization the unity and simplicity for problem solving it needs.
It is an incredible product!
What do you like best about the product?
It is a fantastic product that revolutionizes the way of giving support to customers, it is different from many other products, it is totally efficient and productive, you can manipulate it in a simple way thanks to its intuitive interface.
What do you dislike about the product?
I have not found anything negative to mention about this product, I feel totally satisfied with it.
What problems is the product solving and how is that benefiting you?
There is always the need to meet the different needs of our customers, that is why we decided to use zendesk as it offered all the functions that we required to give excellent support to our customers.
Recommendations to others considering the product:
I highly recommend to all this fabulous product, satisfies the need of any company, give a better support to your clientele and you will feel at ease with all the excellent results it will give you.
Zendesk Overview
What do you like best about the product?
Zendesk offers a very robust multi-channel support and ticketing system, and an excellent reporting and analytics module.
What do you dislike about the product?
Zendesk doesn't offer as much functionality with their chat feature.
What problems is the product solving and how is that benefiting you?
We are better able to support retail trading clients when they have questions about our trading platform, account opening procedures, deposits/withdrawals.
Recommendations to others considering the product:
Zendesk Chat is a great product for global24 hr businesses that need to address support issues and can also be used as a great sales tool
User friendly, customizable, does everything you need it to do
What do you like best about the product?
I really like the amount of customization you can do to the groups, and the ease of use especially for adding or deleting users, groups etc.
What do you dislike about the product?
We have had a few outages, other than that I can't really complain too much.
What problems is the product solving and how is that benefiting you?
It has streamlined the way tickets are handled and escalated, it has helped us become more efficient when dealing with tickets in general.
Recommendations to others considering the product:
Give it a trial run, you won't be disappointed with the interface, ease of use, and the price is on point as well.
Not bad system for helpdesk
What do you like best about the product?
One of the most used system for helpdesk
Flexible system settings
Not difficult to set up
Integrating in company`s mail, so people can just open request, reply, rate and close it. Also integrate with company`s telephony
Counts for reward
Flexible system settings
Not difficult to set up
Integrating in company`s mail, so people can just open request, reply, rate and close it. Also integrate with company`s telephony
Counts for reward
What do you dislike about the product?
Not intuitive interface for users, which are handle to helpdesk team. Also, IT - mans needs to get used
System has bugs, but support engineers or big customer community will help you
System has bugs, but support engineers or big customer community will help you
What problems is the product solving and how is that benefiting you?
Company`s support engineers use this system to operational solve users issues.
Recommendations to others considering the product:
Zendesk support is the big companies choice for the best helpdesk performance
Customer care turned QA analyst loving Zendesk
What do you like best about the product?
The interface is easy to use. It was something most people could catch on quickly. It offered a clean view of customer information and offered an ease of navigation.
What do you dislike about the product?
The automatic sign-out was frustrating. It caused many problems; for example, the page would remain in the last active view you used. After the system logged you out it was not known until you searched for a customers name, hit search, and then ended up in the log in section. Once you log back in, it returns you to the old account, not the one you were most recently searching for. This lead to many account mix ups.
What problems is the product solving and how is that benefiting you?
Help with customer questions, understanding certain needs for our clients, requesting reviews for things within our company. We also used it to quantify our list of internal errors/complaints.
Recommendations to others considering the product:
Keep with it, they are a good software to have. It offers an array of uses that can fit well within other systems you use for your company.
Buckets of customizable goodness!
What do you like best about the product?
Easy to view and act powered by clean and neat UI design. The customization is a godsend, making the platform suitable for countless applications.
What do you dislike about the product?
Can be unresponsive at times, perhaps less a product of the product itself and its reliance on a rocksteady connection.
What problems is the product solving and how is that benefiting you?
Zendesk enables the organization and speedy response of all customer inquiry across a team in several offices worldwide.
Simple and easy support system
What do you like best about the product?
Zendesk makes it really easy to organize all requests you receive from your in-house team to outside customers. Our team receives hundreds of tickets a week. Since we receive so many tickets, the best features Zendesk has to counter this are Triggers, Automations and Macros. With Triggers, you are able to automate activities to happen based on certain criteria. For example, if a ticket gets submitted with the word "Help" in the subject line, you can program Zendesk to assign it to a specific person and to reply to the submitter with a message. Automations function in a similar way but are timed instead of instantaneous. Macros allow you to update a ticket's tags, message, and other information with a click of a button. Zendesk has done a great job to make a ticketing system that increases company efficiency. It also has a Help Desk (customer forum / QA) section that is available at a specific price tier that could save you time.
What do you dislike about the product?
Because it's so popular and common, it's not tailored for any specific industry or product type, so often the features are built in a broad, abstract, and malleable way. This requires you to perform a little tailoring and administration to make Zendesk work well for you.
What problems is the product solving and how is that benefiting you?
As a school district of almost 13,000 students and thousands of staff, we need something simple with automation features. Zendesk has been our answer. We love the search aspect of it too, with so many tickets coming in week after week, a lot of times we have similar issues across our school locations, so being able to search by key word and see past tickets and their solutions has been a huge benefit for us in streamlining and speeding up our response and solve time.
Uneven User Experience
What do you like best about the product?
That I could input part of the name of a field and it would show up.
What do you dislike about the product?
I did NOT like that filters would not stay applied. Even when I put it in the settings that I wanted newest items first, it was still overrode by other settings. I had to click the filter button every time I refreshed the page.
Also, I had a bad week where I got several bad quality scores and my score NEVER increaseed after that. I had 5 good reviews in a row and it barely moved 2 points.
Also, I had a bad week where I got several bad quality scores and my score NEVER increaseed after that. I had 5 good reviews in a row and it barely moved 2 points.
What problems is the product solving and how is that benefiting you?
I was assisting customers. Benefits include streamlined assistance for customers.
Recommendations to others considering the product:
Make sure you set the product up very well, or else it will be a hindrance to your staff.
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