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Zendesk REVIEW

Customer Support Software

32 user reviews
USER SATISFACTION 98%
OUR SCORE 9.6

User reviews


User reviews in total: 32

22
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The most favorable review

Clayton

1 year ago


Pros: I'm the biggest fan of their friendly interface, and I always try to share my impressions with as many people as I can. Take it, and get ready to kick daunting ticket queues out from your computer. I bet you'll be equally satisifed once your layouts become this clean and organized.

Cons: I was quite disappointed by a recent change of the ticket information layouts ( Form and Requester sections, to be more precise). It's not like they changed the entire tabs, or reduced their functionality, but to me it was a surprise that took weeks of learning and practicing.

The least favorable review

David Campbell

4 months ago


Pros: Once set up it's pretty easy to use as a ticketing system. And easy to take ownership and transfer ownership of tickets.

Cons: They pride themselves with Zendesk being a ticketing system which is good but what customer support system doesn't have a way to write a new email to a customer? That's very surprising to me.The biggest problem for me is that their agents know too little about their product and they tend to promise things during the trial that aren't true. Once I start paying, it became obvious but then it was too late. No refunds and no willingness to help or own the promises made by their agents during the trial. Once these things became clear, I stopped receiving responses to my emails. They just decided to hide instead of owning it. Very disappointing. I can't very well recommend them after an experience like this.

Published 2 years ago
Verified
user
Zendesk is an intuitive and simple tool, and it can be distinguished from its counterparts by the fact that there is no Hide and Seek game involved in using it....



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Published 2 years ago
Verified
user
Gives a clear visual of unchecked and pending tickets. What makes me really happy is the integration with Zopim and Salesforce, because I have CRM history of tickets and...



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