Zendesk Suite
ZendeskExternal reviews
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Zendesk Review Ticketing system
What do you like best about the product?
When someone writes an email it creates a ticket
What do you dislike about the product?
notevery response to an email should be a ticket
What problems is the product solving and how is that benefiting you?
organizing issues and creating cases and tracking the outcomes helps us become more successful and in return we can help our customers lower customer churn and create better knowledge base articles.
I have had the pleasure of using Zendesk for the past 6 years
What do you like best about the product?
I like how simple, and user friendly it is. It is very easy to organize, and filter support tickets easily.
What do you dislike about the product?
Sometimes it slows down, but I believe it is all of the plugins I use that is the cause.
What problems is the product solving and how is that benefiting you?
I solve disaster recovery issues daily, and the benefits is how easy it is to navigate when you are on a time crunch, and have to sift though many tickets at once.
Recommendations to others considering the product:
Add more plugins. Salesforce has more plugins, but Zendesk is superior in all aspects of the ticketing system.
Great platform!
What do you like best about the product?
I like that I'm able to stay in contact with my customers no matter where the conversation has left off.
What do you dislike about the product?
The interface isn't the friendliest. However, the functionality of the service is great.
What problems is the product solving and how is that benefiting you?
I'm solving Saas client issues with this product.
Overall great tool
What do you like best about the product?
Zendesk Support has made managing customer tickets so much easier than the previous platform that we used
What do you dislike about the product?
I dislike that you cannot see when a customer has viewed your ticket, it makes knowing when to follow up more difficult
What problems is the product solving and how is that benefiting you?
Solving various customer contacts for online retail store, the benefits have been improved reporting and keeping more accurate KPI's
Best helpdesk solution on the market
What do you like best about the product?
Zendesk Support has to be without doubt one of the best ticketing platforms on the market. As a contact centre solution it has been a driving force behind the way we operate our call centres. Triggers and automations are easy to work with as well as integrating third party tools such Salesforce and Slack. Zendesk Support, as well as the third party apps we use, have been immense when managing contact.
What do you dislike about the product?
Insights reporting is probably the one main downside, which seems to struggle when building high volume reports. However, as we migrate all reporting onto Explore, this will not be an issue in the future.
What problems is the product solving and how is that benefiting you?
To handle high volumes of multi channel contact via voice, email and chat.
Recommendations to others considering the product:
Try and be as minimal as possible when setting up workflows, as this allows configuration and business rules easy to manage.
Great experience with Zendesk Support
What do you like best about the product?
I like that their software is easy to use and their support team is usually very quick to respond when we run into any issues.
What do you dislike about the product?
Zopim chat has been clitchy as far as assigning chats to agents. We've reached out to their support several times and they haven't been able to resolve it yet.
What problems is the product solving and how is that benefiting you?
The most common issue is with their chat system (Zopim). Other than that, the benefits include accurate stats for each of our tech support agents and an easy to use software that makes communicating with our customers more efficient.
Easy To Use And save all the Recordings
What do you like best about the product?
ticket raising and auto fill form available, help to resolve query on call. Zendesk makes it super simple to switch back and forth between emailing and making internal notes. A single ticket can contain customer-facing communication, a phone call recording and employee-only notes, all of which are vital to managing our customer accounts.
What do you dislike about the product?
Zendesk collapses one ticket into the other and you have to open both to see everything. It's just a little difficult to understand visually. Second, my company used to use a similar system called Help Scout and it was able to tell us when a customer had opened an email from us. Zendesk is not able to do that.
What problems is the product solving and how is that benefiting you?
When we met with our Account Rep to try to get some of the issues worked out, we were told basically that we weren't even supposed to have gotten the level of support we had received, and proceeded to explain how SaaS works (we're a software company, mind you). I think Zendesk simply got too big too fast, and somewhere along the way decided that the businesses using their product aren't important anymore. They lost this long-term customer.
Recommendations to others considering the product:
Sometimes ticket not opening, so we are not able to track that record..
Very useful program with after work ticketing system
What do you like best about the product?
I think the best aspect of Zendesk Chat was the automated tickets that populate after you close out of a chat. This allows for after chat notes which will be useful when a customer chats back in or to organize and collect data on trends. The program is also very easy to use and efficiently speak with customers in realtime, as well as speaking to multiple customers at a time quite easily. The notification system is fantastic in letting you know when a customer has responded, especially if you have closed out their window.
What do you dislike about the product?
The only downside is that sometimes my Chrome text expander does not work in the normal window so I have to open the chat dashboard and answer chats through this window in order to have the text expander work properly.
What problems is the product solving and how is that benefiting you?
I am responding to customer's issues and questions with the app Acorns and it allows me to speak directly to customers in realtime, very quickly and efficiently.
Recommendations to others considering the product:
It is quite easy to use and a friendly interface. It is great for speaking in realtime with customers and then logging and recording all of the feedback and tickets in one concise place that allows for tags and case types for future analytics. It allows you to select specific chats, or have them funneled to you based on how long the chat has been waiting. It also shows you a good detail of who the customer that is chatting in is and how long they have been waiting.
Flexible customer support solution - but is it too complex?
What do you like best about the product?
Zendesk has great support for working as a team in customer support being able to allocate support calls and emails to different people. Being able to classify the types of support calls that you are receiving is also great in terms of being able to analyse where the majority of your support issues are coming from. It's tabbed interface also enables you to have multiple issues open at the same time which can also be useful.
What do you dislike about the product?
The display can be very busy with information overload especially in the updates section which from my perspective made me feel less in control rather than more. This may be alleviated if you are working on a larger screen or multiscreen setup where there would be more screen real estate to reduce the feeling of clutter.
What problems is the product solving and how is that benefiting you?
We are using it for retreat client support along with liaising with providers and suppliers. The benefits have been in the analytics side as we are now able to pinpoint where the pain points are and address our customer support to the areas of need.
Recommendations to others considering the product:
Make sure you are up to speed with the training because Zendesk is a great tool but it is a complicated product and to use it at its best you will need the training.
Good in most aspects
What do you like best about the product?
It's very easy to integrate with the rest of the systems that we use.
What do you dislike about the product?
There are more things available that we don't really find a use for. This can cause new agents to feel overwhelmed with the system.
What problems is the product solving and how is that benefiting you?
We utilize ZD to maintain proper customer notation and answer all emails that are sent our way.
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