Zendesk Suite
ZendeskExternal reviews
6,659 reviews
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Easy to use!
What do you like best about the product?
Zendesk is able to do a ton that is vital to CX support needs
What do you dislike about the product?
Product development is often slow and a lot of QOL requests go ignored
What problems is the product solving and how is that benefiting you?
Zendesk can be cumbersome to manage, but it does so much that it evens out
customer friendly
What do you like best about the product?
i'ts easy to assign roles and manage and easy to use for both agents, admins, and customers.
What do you dislike about the product?
it completely not useful when integrated with knowledgebase.
What problems is the product solving and how is that benefiting you?
customer interaction.
Good Tool; So Far, So Good
What do you like best about the product?
I love that Zendesk helps to create tickets via email or portal
What do you dislike about the product?
I don't like the number of steps we have to take to get to the actual portal.
What problems is the product solving and how is that benefiting you?
Submitting technical tickets on behalf of my clients
Recommendations to others considering the product:
None for now
Zendesk is critical
What do you like best about the product?
What I like best is the instantaneous results that my team is able achieve. We can immediately interact via chat with anyone that needs help, whether inside of our org or outside of our org.
What do you dislike about the product?
I cannot think of anything we specifically dislike at this time. It would be very picky to say, but sometimes the transactional log is not the cleanest, in that it could be formatted better for easier sharing and easier reviewing.
What problems is the product solving and how is that benefiting you?
ZenDesk IS the problem solving. We are solving the ability to solve problems in a quick and easy fashion. Customers both inside the org and outside the org are expecting to be able to chat and get instant troubleshooting help, and ZenDesk Chat allows for just that.
Recommendations to others considering the product:
Make sure you do the training session offered by ZenDesk sale reps. It is really eye opening and allows for your team to get onboarded really quickly.
Zendesk is very helpful and reliable!
What do you like best about the product?
I like Zendesk Chat's speed and the ease of monitoring chat activity using it.
What do you dislike about the product?
Sometimes there are service outages and that can be frustrating, but I don't think that's really anything Zendesk can do anything about. They are prompt in communicating what's happening and also making sure it's fixed.
What problems is the product solving and how is that benefiting you?
We're solving the problem of chatting with our customers - this is another channel where they can easily reach us. We've realized that customers enjoy chatting with us and we tend to get higher customer satisfaction from chat than with other channels of communication.
Amazing Support Ticket tracking
What do you like best about the product?
I love how intuitive Zendesk is to use when you are maintaining a log of activity in regard to a specific customer support ticket
What do you dislike about the product?
I have been using Zendesk for about a year now and have yet to run into any shortcomings in the systems functionality
What problems is the product solving and how is that benefiting you?
We are using Zendesk to track open customer support tickets, and maintain a through log of all the information tied to the issue.
Recommendations to others considering the product:
If you are in need of a comprehensive system to monitor and maintain any customer support logs, Zendesk is the easiest to use system I have come across in my professional experience.
Easy to use
What do you like best about the product?
Love that the app allows a similar experience to if I was on a computer.
What do you dislike about the product?
If there are many conversations, it'd be helpful to just see the name and date submitted with the option of clicking in and viewing actual content. This would provide easy access to information as needed. Would love if there was flexibility in exporting data (ie: identify top issues)
What problems is the product solving and how is that benefiting you?
Logging issues and concerns.
Excellent customer service tool for improved customer satisfaction
What do you like best about the product?
Zendesk is very easy to use that makes communication with the customer seamless. It is also helpful to have the internal comments feature to communicate internally with other team members.
History of tickets/commutation is readily available and Zendesk Insights help gather company specific metrics.
History of tickets/commutation is readily available and Zendesk Insights help gather company specific metrics.
What do you dislike about the product?
Customers that are not in Zendesk are not able to post their comments on the ticket. Instead their comments generate “suspended” tickets which need to be handled manually.
What problems is the product solving and how is that benefiting you?
Using Zendesk makes our internal support process simpler. Having all the information in one place, Zendesk has become a great advantage for our company. It helps increase efficiency and maintain customer satisfaction.
Nothing to compare the platform to so I am neutral.
What do you like best about the product?
I appreciate that the platform can communicate with our company's in house platform.
What do you dislike about the product?
It is super slow to connect with our internal platform.
What problems is the product solving and how is that benefiting you?
Customer support problems with orders placed on Boxed. Once you get used to the platform, it is super easy to use.
Recommendations to others considering the product:
Definitely compare with what else is out there, there might be more updated and innovated platforms out there.
Zendesk Chat
What do you like best about the product?
It helps us get in contact with our clients much faster and easier then ever before. It's pretty quick to implement and not as expensive as other options.
What do you dislike about the product?
It is slightly overwhelming to receive so much chats at once. At times it didn't seem like we were solving their issues, we were almost enabling them to not go to the help center
What problems is the product solving and how is that benefiting you?
We are eliminating calls and helping our clients solve their problems faster. We really like being able to connect with them in real time and avoid them having to call in and be placed on hold.
Recommendations to others considering the product:
I would make sure you're entire team knows how to use the software prior to launching it. I know that seems silly but we launched it with only our leadership team and a few others knowing exactly how to use it and it was very difficult to get everyone up to speed as quickly as possible. That alone caused a great deal of stress within our organization.
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