Zendesk Suite
ZendeskExternal reviews
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Zendesk Review
What do you like best about the product?
Zendesk is easy to navigate and intuitive.
What do you dislike about the product?
There are often too many places to click to get what I need.
What problems is the product solving and how is that benefiting you?
I'm able to assist users quickly by finding all of the information I need.
Recommendations to others considering the product:
It's functional but sometimes involves too much clicking to get what you need.
Keeping up with those tickets!
What do you like best about the product?
The ability to best organize all tickets and to ensure that your team and people you are sending info out to are properly notified of the information and needs
What do you dislike about the product?
Can be difficult to find the right category for the ticket, and there are times where Zendesk does not properly save a ticket, and you will need to reset some categories and reload.
What problems is the product solving and how is that benefiting you?
It is a good way to organize notes and make sure that you are on top of everything without a ticket or message slipping through the cracks
Zendesk
What do you like best about the product?
Zendesk is simply the best ticketing system out there.. It makes ticketing so much easier. It's not complicated at all. You can assign it to people without going through hoops and trouble. It also gives you calling capabilities.
What do you dislike about the product?
There's nothing to dislike about zendesk.
What problems is the product solving and how is that benefiting you?
Support system
Confluence and Comprehension
What do you like best about the product?
The integration assets between ticket applications when working on accounts is a smooth experience. The ability to have actions that generate windows from TalkDesk and Support is a confluent, comprehensive structure that allows CS on the front line to arrive at a solution expediently.
What do you dislike about the product?
Majority of our customer support revolves around the utilization of tickets and outgoing emails for contact with clients. Therefore, when the application "crashes" or glitches, the entirety of our operations come to a halt. Of course, with any reliance upon applications, crashes are bound to happen. However, a more comprehensive workaround for when these issues occur would be much appreciated.
What problems is the product solving and how is that benefiting you?
Zendesk has definitely created a virtual workspace that integrates our business applications into a seamless operation.
Good Support + Ticket System for Customer Success
What do you like best about the product?
Easy to search and find tickets relevant to a certain topic or customer. Love the Slack integration to monitor tickets throughout the day and see CSAT scores. Support team can assign severity and tag internal stakeholders easily.
What do you dislike about the product?
From the CS perspective, nothing major is lacking.
What problems is the product solving and how is that benefiting you?
Quick and prompt communication and resolution of tickets for internal team members and customers. Visibility into support requests, systemic bugs, , and customer satisfaction.
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
Awesome but needs some Improvement
What do you like best about the product?
I like it that the whole team can work together in one ticket and there will be an eyeball showing on the ticket if someone is in there. That helps us a lot not to duplicate things and we're able to communicate together.
What do you dislike about the product?
I hate the emails we are receiving in Gen and it looks completely awful.
It is hard to read bcos it won't copy the same exact format that the sender have sent but rather, all are in letters and there's no table or something. I just don't like that bcos that makes the email hard to be read
It is hard to read bcos it won't copy the same exact format that the sender have sent but rather, all are in letters and there's no table or something. I just don't like that bcos that makes the email hard to be read
What problems is the product solving and how is that benefiting you?
Email communication and order processing
Recommendations to others considering the product:
If you consider formatting in your emails, well Zendesk may not be for you but if you would like a team integration, file compilation and other things for customer help desk, Zendesk is perfect!
Great Product!
What do you like best about the product?
We use zendesk for our support team to better help our customers. It's a great tool for when our customers chat in with issues and we can quickly resolve them. We use the response time on chat as a major KPI for our business as well. It's also integrated with other systems we use, so it makes it easier and more aligned for us.
What do you dislike about the product?
We like using Zendesk! There could be more automation incorporated into the product, but, overall, it's great!
What problems is the product solving and how is that benefiting you?
It really impacts our support to our customer base and allows our customers to contact us they way they want to. It's really necessary for our business.
Zen Desk Makes Responding to Customers Easy!
What do you like best about the product?
I love that all the emails or responses from Social Media can come into one place and be sent out from one place. It provides for excellent organization. I love that you can sort the emails based on priority and the support team is great if you have any questions! I love that you can set up an automated reply to ensure customers that they will be responded to in 24 hours so they feel at ease as well.
What do you dislike about the product?
I have yet to find something I do not like about Zendesk Support. It has been super easy to use and provides for great customer service!
What problems is the product solving and how is that benefiting you?
We have realized how easy it is for emails to get lost when multiple people are trying to respond to everyone, stuff slips through the cracks. Zendesk makes it easy to ensure every customer get a response!
Recommendations to others considering the product:
I highly recommend Zendesk Support to anyone needing customer service help! It will get your company organized and is very user-friendly and easy to learn!
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.
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