Zendesk Suite
ZendeskExternal reviews
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Multitask Wizard
What do you like best about the product?
Zen desk is the most utilized tool in my office tool belt. It allows for quick multitasking, is easy to make adjustments and edit information, and allows me to pull up any manner of ticket I need to access in moments.
What do you dislike about the product?
When multiple tickets are still open, or I’ve kept multiple tabs open as I still have work to do on each, Zendesk slows down to the point at which it hardly functions.
What problems is the product solving and how is that benefiting you?
Zen desk is the most utilized tool in my office tool belt. It allows for quick multitasking, is easy to make adjustments and edit information, and allows me to pull up any manner of ticket I need to access in moments. When multiple tickets are still open, or I’ve kept multiple tabs open as I still have work to do on each, Zendesk slows down to the point at which it hardly functions.
Great product!
What do you like best about the product?
Access to all calls and notes post communication wrap up.
What do you dislike about the product?
Is not always reliable as far as connection goes. Sometimes os very slow loading.
What problems is the product solving and how is that benefiting you?
Helping customers with questions or concerns about our product. Great to records nots during a call.
Great Product
What do you like best about the product?
This function has allowed us to create online live interactions with our customer base and website visitors. It was very easy to install and works well.
What do you dislike about the product?
The customer service in helping us pick a solution was very poor in response time and was initially provided bad information.
What problems is the product solving and how is that benefiting you?
Reaching out to our customer base while they are looking for solutions on our website.
Recommendations to others considering the product:
It is a great product and was easy to implement. Make sure you are specific in what you are looking for so they give you the correct trial program. Also, utilize the trial to make sure it covers what you need.
Zendesk Support is recommended
What do you like best about the product?
Tickets creation is straightforward and can be done via email from user. Notification options are well represented including the initial creations as well as any updates to it. Metrics reporting is also robust.
What do you dislike about the product?
A lack of direct links to the ticket in notifications is a shortcoming, or it could be due to a limited feature set from our budget. I would greatly prefer if more editing options for tickets were available as well.
What problems is the product solving and how is that benefiting you?
In addition to general support, the reporting features are greatly improving our efficiency and identifying the key personal we want to reward and those with challenges to overcome.
Recommendations to others considering the product:
Definitely worthwhile as a new system, if you are already using a ticketing solution it will be up to you to deicides if it is worth switching, but i would encourage a trial at least.
Zendesk is a great tool for customer service life
What do you like best about the product?
The interface is easy to use once you're used to the layout. Administration is fairly straightforward. If you are used to ticketing systems, it can almost seem too simple. However, Zendesk has powerful tools and features which should fit any size deployment.
What do you dislike about the product?
When setting up multiple brands, some settings are global and can interfere with how you setup other "brands". For instance, if you have both a "customer facing" service desk and internal helpdesk, any global settings will impact both boards (tags, forms, some fields).
What problems is the product solving and how is that benefiting you?
Zendesk Support does a good job as a helpdesk platform, it also is being used throughout the business.as a support ticket solution aimed at the client.
One of the best problem reporting tools for improving overall support efficiency.
What do you like best about the product?
We are very please to use zendesk as problem reporting tool, customer can easily let us know about any issue they are facing , full support team gets notified at once via mails, calls with customer can be managed very easily. This helps in managing all tickets on time and timely track them as well.
What do you dislike about the product?
Mobile interface needs to be improved but overall we are quite satisfied.
What problems is the product solving and how is that benefiting you?
Customer reported concerns are very easy to manage and send timely reports as well, thus improving overall customer satisfaction for us.
Recommendations to others considering the product:
For overall managing customer issue and provide quality support must use zendesk their services are very good , license fees is also nominal.
Easy to Use and Keeps Me Organized
What do you like best about the product?
I love how Zendesk offers the option to categorize the many different tickets we have coming in. It saves me a lot of time being able to access my personal queue of tickets in one spot!
What do you dislike about the product?
Zendesk will occasionally freeze and kick me out if I am trying to close my tickets and do chats at the same time with a high volume from both.
What problems is the product solving and how is that benefiting you?
It has helped us a lot organize and keep track of our work load. It allows us to also see how we are doing personally on our work goals.
Recommendations to others considering the product:
I would recommend a different layout to make it easier to access different things
Succesful
What do you like best about the product?
No doubt that live time analytics are accurate or customizable tools on portal is knowledge based. Whether you have a big or small your company, this tool can assist at its best! I am so happy I found such a resourceful software for my employees to use in the customer service satisfaction industry. The analytics of how my consumers are reaching out quickly getting the answers/services they are expecting is spectacular!!
What do you dislike about the product?
ZenDesk is awesome, i cannot dislike anything
What problems is the product solving and how is that benefiting you?
Quick responses, amazing ratings on my companies "Customer Service Feedback" portion, and easy to use for new hires. it is not a complicated tool to learn.
Recommendations to others considering the product:
If you want to have consecutive accomplishments with your customers and meeting their needs/expectations in a timely manner, use ZenDesk.
Perfect support software.
What do you like best about the product?
The streamlined UI allows you to make several changes to a ticket while sending a reply, all in one full swoop. This drastically reduced time to resolution.
What do you dislike about the product?
The only thing I disliked was that it seemed to be a bit slow when you had multiple Zendesk tickets open.
What problems is the product solving and how is that benefiting you?
We are solving time to resolution, customer satisfaction and retention. When clients get immediate and great support, they are much happier and tend to renew their contracts.
Zendesk is a great product but does have some complications
What do you like best about the product?
The intuition of information from our Support program that shares the customers information is nice that it shares. And, most steps are easy to learn.
What do you dislike about the product?
New tickets are generated for even associated accounts, this is very confusing as there could be two associated customers in our case (rider and driver) and those would be easier to track if they were one ticket under one subject. Also, it is very busy and has a lot of too many options that we don't use and adding categories is not easy to figure out without a manual of the program.
What problems is the product solving and how is that benefiting you?
Customer documentation, specifically rider accounts and driver accounts. Zendesk is our main program used to document all internal conversation and information for those customers and business partners.
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