Zendesk Suite
ZendeskExternal reviews
6,485 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Good (but not great) Knowledgebase
What do you like best about the product?
The Zendesk Guide interface is fairly easy to navigate. I like that you can easily assign Articles to different Categories, and that you can re-arrange all of the content. I also appreciate that Zendesk *finally* added the View History feature, so that you can see what changes were made, when, who did them, and revert back to any revision.
What do you dislike about the product?
The text editor needs some improvement. Copy/paste adds a lot of markup to the code, so you have to manually clean up in the Source Code view.
I would also like Zendesk to offer some sort of Synonyms feature. For example, if a user searches for "couch", but you use the word "sofa", then results with "sofa" would still appear. Right now, you can add Labels to articles, but those are difficult to manage, especially if you have a lot of articles.
I also want Zendesk to offer an easy way to get metrics; right now, you can't even export a list of all of your articles to CSV format (or at least not that I'm aware). You can use Google Analytics, but it would be easier if data-reporting was built-in.
I would also like Zendesk to offer some sort of Synonyms feature. For example, if a user searches for "couch", but you use the word "sofa", then results with "sofa" would still appear. Right now, you can add Labels to articles, but those are difficult to manage, especially if you have a lot of articles.
I also want Zendesk to offer an easy way to get metrics; right now, you can't even export a list of all of your articles to CSV format (or at least not that I'm aware). You can use Google Analytics, but it would be easier if data-reporting was built-in.
What problems is the product solving and how is that benefiting you?
My company uses Zendesk Guide in conjunction with Zendesk Support. We create articles and known issues in Zendesk Guide, and then an agent can easily link those articles to customers if the issue is relevant. Overall, we like using Zendesk Guide, and it meets our needs.
Recommendations to others considering the product:
I would only use Zendesk Guide if you're using Zendesk Support.
Zendesk guide is easy to use and low effort to deploy
What do you like best about the product?
Its pretty simplistic which also makes it easy to use, administer and customize.
What do you dislike about the product?
part of it being simple is that it doesn't always give you the options you need, which means editing code directly or paying for new themes or templates
What problems is the product solving and how is that benefiting you?
we are using it to host our help articles, and to serve them up in app through another app called elevio. We have realized a huge drop in ticket volume and an increase in users self serving.
Recommendations to others considering the product:
do your research and be sure that all your use cases can be met with zendesk
Overall an excellent product that aids in being responsive to requests
What do you like best about the product?
I like the internal note section which helps in handing a ticket off to a colleague. Being able to attach something and have it come in as a hyperlink to make sure it doesn't get removed by customer email filters is real nice.
What do you dislike about the product?
3 things come to mind. First, as an agent in a sub account, i cannot rate the awesomeness of a colleague in another sub account. Internal notes also can be read by colleagues in another sub account (we are entirely different organizations within our company.) Lastly, while the hyperlink for attachments are great, they sometimes get lost on the customer and we have to put in a note where to find the attachment. Having those be more visually prevalent would be a nice touch.
What problems is the product solving and how is that benefiting you?
I work in DevOps and we get passed tickets from our customer support and can handle the request and pass it back to to them which is great. We also handle requests internally from our dev org and can track and triage accordingly.
Used for HelpDesk Support
What do you like best about the product?
I liked the level of accountability within the software. It kept track of each help ticket and the status of each one. Easy to set up and easy to use.
What do you dislike about the product?
There wasn't anything that I didn't particularly like about the software. Interface and design were very easy to use. Overall a great solution for help-desk support.
What problems is the product solving and how is that benefiting you?
This allowed internal employees to create helpdesk tickets and allowed management to track the progress of each ticket.
Reliable Helpdesk ticketing system
What do you like best about the product?
I like that users can simply reply to the email update and that email response will automatically be added to the notes section of the helpdesk ticket
What do you dislike about the product?
I dislike the inability to export all of my helpdesk tickets for analysis.
What problems is the product solving and how is that benefiting you?
This is being used as a simple helpdesk ticketing solution. Its a great tool and the benefit is just a simplified tool for end users.
Recommendations to others considering the product:
Easy to use tool for end users.
Near perfect Help Desk Solution
What do you like best about the product?
Quick and easy setup. Teamwork is front and center
What do you dislike about the product?
Emails can be delayed at times which can make me question if a problem has been resolved or not.
What problems is the product solving and how is that benefiting you?
Teamwork
Centralized communication
simple for everyone to view status of their requests
Centralized communication
simple for everyone to view status of their requests
Zendesk delivers on ease of use, features available for support.
What do you like best about the product?
I like that zendesk has a clean UI to use, a bunch of new reporting features that allow me to grab reports of key metrics for my team and the firm. They have options for the client to reach us, via the helpdesk opening a ticket, sending an email to the support email for zendesk, and calling in.
What do you dislike about the product?
The ability to set automatically the SLA breach emails to a certain product, so the whole company doesn't get the breach emails, is annoying, Zendesk phasing out support for Internet Explorer as most firms use this, and out of box reports built are lacking for Zendesk.
What problems is the product solving and how is that benefiting you?
One place to manage support and helpcenter knowledgebases is key for us using zendesk. It is seamless integrating with teams, and other programs. Clients like our fast responses, and this is due to the tracking in the reports we do weekly on response times and solution times.
Zendesk is helpful to learning new processes
What do you like best about the product?
Zendesk makes it easy to learn how to complete different procedures without needing to schedule an appointment with a superior.
What do you dislike about the product?
The interface of Zendesk guides could be a bit more user-friendly in terms of its design.
What problems is the product solving and how is that benefiting you?
Zendesk helps to save time by taking away the need to have in-person meetings when learning new things.
Zendesk
What do you like best about the product?
The functionality with the different settings
What do you dislike about the product?
The platform tends to lag as far as speed causing delays in flow and responses.
What problems is the product solving and how is that benefiting you?
The volume of customer emails that come in
Recommendations to others considering the product:
Yes
Flexibility and scalability = Zen
What do you like best about the product?
We used Zendesk for our certification for users and loved the ability to track certain user journeys as they used our training. Zendesk is also incredibly flexible in what it can do with custom coding.
What do you dislike about the product?
I disliked the clunky navigation. Well, clunky isn't fair. It just felt like a lot of menus to get where I needed to go. I also disliked that links are only available a certain article- you can't copy pictures or videos and put them into different articles.
What problems is the product solving and how is that benefiting you?
Scalability was a huge problem that we solved with Zendesk. We kept track of so many variables manually that Zendesk solved for us that was a huge plus.
showing 2,211 - 2,220