Zendesk Suite
ZendeskExternal reviews
6,655 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Zendesk has made it easy to communicate with customers
What do you like best about the product?
It's easy to manage support tickets with Zendesk. We like that very much, and that it provides analytics to correctly understand the customer experience. We like that it allows the company to chat in real time with the visitors of the website in a detailed way. Now, Zendesk offers the customer an excellent discount per agent per month, nothing more and nothing less than the $ 35 of its actual cost, leaving only $ 89 per month (for the entire suite).
What do you dislike about the product?
We do not like Zendesk that does not have document storage, or IT asset management. It does not allow automated routing of users, nor manage marketing campaigns by email. Its dialer prediction system is quite limited, as is its handling of message templates.
What problems is the product solving and how is that benefiting you?
His system of sales equipment automation has been very useful to keep a good control of what happens in the business. The knowledge bases that Zendesk offers have also helped us a lot with self-service. Its omnichannel support with email, telephone, chat, messaging and social networks provide complete communicative control to the user.
Recommendations to others considering the product:
Zendesk is highly recommended to handle technical support tickets. Without a doubt, this Help Desk tool is perfect for all kinds of scenarios. We recommend it a lot to perform feedback management, and to properly monitor the social media. Your call recording tool is pretty good for later playback.
Zendesk is the business assistant you need
What do you like best about the product?
Zendesk is a very good business communications support software. It offers channels such as calls, messaging and file exchange with optimal quality. In addition, it has integrations to telephone services so it can be used to provide telephone service. We really like it so easy to sort the list of tasks.
What do you dislike about the product?
The quality of its service demands an optimal internet connection, so it can present failures. The Zendesk service lacks the ability to video call and store documents so it is limited in relation to other applications. It should be noted that something we do not like about zendesk is that it does not allow any user of the team to use shared screens, nor does it allow geofocalization.
What problems is the product solving and how is that benefiting you?
Your calls have professional equalization so it maintains quality standards, especially for companies. It is also compatible with all types of devices so it provides assistance everywhere. It also integrates seamlessly with social networks, which makes us more updated by spending more time in these. Zendesk is a platform of Help desk of the most automatizable.
Recommendations to others considering the product:
Zendesk has seemed a great alternative from the beginning, and for that reason we want to recommend it to the entire Internet community. We really like the ease with which we can work with her, and that she has so many different utilities to maintain a good management of call centers.
ZD is one of the best web based support solutions
What do you like best about the product?
I like that it can link other tickets simply by typing # XXXX, small feature but great if you use alot. I also think is pretty neat that you can easily merge tickets. Trigger and automations are awesome.
What do you dislike about the product?
Triggers and automation UI can use some work, perhaps a tooltip can be included to help explain some items, I will also like will like to see color code feature on the views,
What problems is the product solving and how is that benefiting you?
ticketing system, we help different plan level customers to it helps us diversify the type of service to different customers from automation for simple questions to urgent matters that require a white glove approach.
Great Value
What do you like best about the product?
It is a very easy tool to use that allows communication with our members.
What do you dislike about the product?
The ticket # system is a distraction and confuses our members
What problems is the product solving and how is that benefiting you?
Saved a lot of time keeping support issues organized. It has saved us a lot of money.
Recommendations to others considering the product:
Find a different way then ticket #'s
New User - Easy to use
What do you like best about the product?
I'm only a new user but so far its proving quite easy to navigate. Makes the whole ticket logging process from a support side a lot easier to manage
What do you dislike about the product?
Accessing the tool can sometimes be a bit difficult for me. That might be on me more than the product though.
What problems is the product solving and how is that benefiting you?
Managing tickets is a lot easier. If a customer has a query it's managed in a more organised fashion. Easier to delegate tasks and make sure they are done in a timely fashion
Recommendations to others considering the product:
Great product. Easy to use. I haven't dealt with the support myself but from speaking to others they have been extremely helpful. Looks like the product is going in the right direction.
Excellent tool!
What do you like best about the product?
It allows to automate response to our customers. The software is really easy to use and understand.. it has a very great robust reporting and advanced analytics which is really helpful to any company.
What do you dislike about the product?
The premium features are way better than the ones in basic and the premium is tad expensive.
What problems is the product solving and how is that benefiting you?
Easy to use Tracks all issues and provides reports Improves efficiency and service quality. The ticketing system works really well.
Great product
What do you like best about the product?
It's an intuitive program - well designed and well explained through support. Easy for customer service teams to understand as well, which they especially like because it makes their jobs easier. Reporting is great - gives good insight.
What do you dislike about the product?
It can be a lot of setup work if you're using macros. Once complete, it saves a huge amount of time.
What problems is the product solving and how is that benefiting you?
Automating responses where possible, allows for shorter response time.
Recommendations to others considering the product:
Worth the setup time.
Zendesk Support Enables Me to Do My Job
What do you like best about the product?
Easy ticket management, tagging, great and extensive API
What do you dislike about the product?
Has the tendency to get very slow, some functionality is limited
What problems is the product solving and how is that benefiting you?
We do all of our email and chat based support, and host all of our documentation on ZD Support
Learning Curve
What do you like best about the product?
What I like best about Zendesk is that it is very organized. When a duplicate ticket is made, the previous ticket is closed and the new ticket is linked. You can see exactly who is working on a ticket in real time, and the reporting is very educational.
What do you dislike about the product?
What I dislike about Zendeks is the emailing System. It is a bit confusing and now even months after starting to use the software I am still having issues with it. I wish it was more of a standard email format.
What problems is the product solving and how is that benefiting you?
The business problems I solve with zen desk support are customer service relation issues such as clients account questions and billing.
Recommendations to others considering the product:
There is a bit of a learning curve but once you understand it really expedites things
Zendesk Enterprise plan
What do you like best about the product?
We already know Zendesk is a great support tool, but with the enterprise plan you can set up multiple Brands with their own workflow. This is so powerful
What do you dislike about the product?
It's not cheap but if you need this feature is value for money. You need to train yourself on this enterprise plan, because you can customise so many things.
What problems is the product solving and how is that benefiting you?
After a one time setup phase you can service a whole customer service department with just a few resources
showing 2,191 - 2,200