Zendesk Suite
ZendeskExternal reviews
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Zendesk is the most user friendly platform I have seen
What do you like best about the product?
The upsides are that you can click on the customers name and see all of their previous tickets and chats. I also enjoy the integration between zendesk and Salesforce to pull in our customer data so we don't have to go looking for it. I also like the fact that zendesk has phone support. Overall, great company.
What do you dislike about the product?
I dislike that the customer's previous tickets and chats are completely out of order. They should all be listed in order by most recent date. There are also limitations on tagging customers as high value, hot headed, etc. It's also almost impossible to separate Tier 1 and Tier 2 from taking tickets without someone monitoring every new ticket. Maybe I am missing something.
What problems is the product solving and how is that benefiting you?
Chats, tickets. Benefits are obvious. It is a user friendly platform and solves at least 80% of our problems.
Zendesk makes it easier , i used it in target and it was awesome tool for ticketing
What do you like best about the product?
This remedy ticket tool is really productive it is the best i love about it is real time updates from admins
What do you dislike about the product?
I think my overall experience of zendesk has been really productivei I do no think there is anything i dislike about it
What problems is the product solving and how is that benefiting you?
Solving tickets for requests and problems
Easy for customers, highly customizable for reports
What do you like best about the product?
Very easy to create queues and rules, the customer sees this as nothing more than an e-mail, which we love. Lots of ability to customize and build meaningful reports.
What do you dislike about the product?
Seem to have a fair amount of service disruption. This is a cloud-based app and it seems like we're dealing with functionality not working pretty regularly. Overall not terrible, and within SLAs.
What problems is the product solving and how is that benefiting you?
We were using Netsuite as a ticketing system prior. With Zendesk it's great to be able to have customers just e-mail us when there's an issue. We can take agents out of a phone queue and have them working on tickets and troubleshooting.
Easy chat tool
What do you like best about the product?
Easy to use and you can see the ticket information clearly!
What do you dislike about the product?
Sometimes hard to see who is writing in.
What problems is the product solving and how is that benefiting you?
We all can share these chats and include eachother so makes it easy to send the chat to the right person!
Excellent software!
What do you like best about the product?
Zendesk makes it easy for our end users to put in requests for support. I like how easy it is to use and how simple the interface is. Zendesk is good at integrating multiple communication channels into one place. We were able to connect our phone lines to Zendesk, which worked really well.
What do you dislike about the product?
Zendesk is easy to configure. This tool works as a great ticket management system.
What problems is the product solving and how is that benefiting you?
It's an simple yet excellent support ticketing system that gives us the ability to automate and customize responses to clients. It's easy for end users to navigate and tracking tickets is easy.
A very complete solution
What do you like best about the product?
I tested Zendesk solutions for a while (when i was searching for a help desk solution) and i can tell that Zendesk is the most complete solution in the market, by far.
What do you dislike about the product?
I dislike the lack of features related to revenues, but i think this is not the purpose of Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk solves problems like organization, team comunication, priorities and other things related to a ticket system.
Recommendations to others considering the product:
its a very good software! if you buy it, you will like it, for sure.
Zendesk is an intuitive portal for providing customer service
What do you like best about the product?
As a user of Zendesk when reaching out to various vendors for support, I have found the customer service management portal to be very intuitive.
What do you dislike about the product?
Our organization is government, and requires the use of older IE. Zendesk is only compatible with the latest version of IE, and does not load certain visual elements using IE 9.
What problems is the product solving and how is that benefiting you?
Utilizing Zendesk as a user for logging Incidents and Work Orders with various vendors.
Recommendations to others considering the product:
Utilizing Zendesk from the user-side for customer service is a great tool, especially for cloud-based services and products.
A useful support tool and solid experience.
What do you like best about the product?
Our teams utilize the customization options within Zendesk and have crafted an intuitive experience for Users to create and manage their tickets.
What do you dislike about the product?
I dislike the number of email notifications I receive from Zendesk tickets. I understand this is likely configured by the teams at my organization that manage this software, but it is excessive nonetheless.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support at my organization for internal tickets between various teams.
Great CRM tool for all businesses
What do you like best about the product?
We have increased our customer satisfaction and loyalty by using Zendesk Support. We close tickets much faster and respond to customer issues whenever they arise. The tool allows for internal communication so my team members know which tickets have been resolved.The self-service portal is also very helpful.
What do you dislike about the product?
They don't have a video feature which would be helpful in certain situations when a customer needs to show their technical issue. Also, there's no clear definition of type of incident or request so it can be confusing.
What problems is the product solving and how is that benefiting you?
We are improving our customer satisfaction overall and have been improving our team collaboration. We have also lowered our costs from using this tool.
Recommendations to others considering the product:
Make sure your sales and support teams are fully trained and know how to use the tool before implementing it. They have many helpful how to articles for beginner users and offer 24/7 support.
Make IT life easier
What do you like best about the product?
Easy to communicate and keep track of all back and forth communications on an issue.
What do you dislike about the product?
We currently have no dislikes when using Zendesk support.
What problems is the product solving and how is that benefiting you?
Zendesk support helps our IT department make sure no issue slips through the cracks. It is easy for customers as well as support.
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