Zendesk Suite
ZendeskExternal reviews
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Incredible Productivity tool
What do you like best about the product?
Super simple to get setup and create rules for support request creation and modification. Has completely revamped the productivity here and given our small IT staff control over all requests that come in and stay organized.
What do you dislike about the product?
Email setup took a bit of work, but I think it was probably due more to our hokey setup than anything else.
What problems is the product solving and how is that benefiting you?
Central tool for all of our in house Help Desk.
Making it easy to connect with consumers
What do you like best about the product?
I like how easy the features are to use and how comprehensive they are. Zendesk helps us maintain valuable relationships with our consumers through support on multiple platforms and integration options.
What do you dislike about the product?
I have no complaints about ZenDesk. It has met all of my needs thus far.
What problems is the product solving and how is that benefiting you?
ZenDesk makes it possible to ensure we are connecting reliably and quickly with our consumers. The integration makes it easy to address tickets from many platforms and on-the-go, which helps with our consumer satisfaction level.
Well rounded Help Desk Solution
What do you like best about the product?
Extremely easy to setup our instance and get rules working for support requests
What do you dislike about the product?
Email can be delayed at times. It would be nice to have ways to troubleshoot the email delivery when there are issues
What problems is the product solving and how is that benefiting you?
Simple and thorough Support ticketing solution
Intuitive Client Wiki
What do you like best about the product?
Ability to create easy-to-use knowledge bases for our clients.
Ability to manage user access levels.
Ability to directly embed a variety of smart content, rather than having to link out.
Ability to manage user access levels.
Ability to directly embed a variety of smart content, rather than having to link out.
What do you dislike about the product?
Not very much to dislike so far in my experience.
What problems is the product solving and how is that benefiting you?
We were able to move off an outdated wiki that was difficult to use/update/manage/etc.
Previously had to have separate internal and external wikis for employees and clients.
Previously had to have separate internal and external wikis for employees and clients.
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
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