Zendesk Suite
ZendeskExternal reviews
6,484 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great CRM for small and medium sized businesses
What do you like best about the product?
I've used Zendesk extensively over the past six years, seeing it grow in functionality over time. Although there are some limitations, like any platform, Zendesk is great for medium and small businesses that expect less than 500 support tickets per day. Implementing Zendesk and building out their reporting dashboards may take time but once they're setup your CRM will need minimal adjustment, when done right.
What do you dislike about the product?
I do wish their reporting was a bit more robust and live. Currently, their GoodData reporting allows you to view statistics from yesterday and before, but live. They do offer pre-built reports but it would be great if it was easier to create more advanced reporting.
What problems is the product solving and how is that benefiting you?
For a small company, Zendesk allows us to implement and manage a robust and affordable support infrastructure that provides self-service, email, and social support to our customers.
Knowledge base software which is easy to use and great for collaboration
What do you like best about the product?
Easy to set up.
Clear organization of content.
Good for collaboration. Even people without any experience with Zendesk can start writing articles right away. Everyone was able to contribute to the help articles.
Supports localization.
Clear organization of content.
Good for collaboration. Even people without any experience with Zendesk can start writing articles right away. Everyone was able to contribute to the help articles.
Supports localization.
What do you dislike about the product?
Although Zendesk makes it easy for every team member to contribute to the content, the editor does not make it easy if you want to write something that's more than plain text/HTML. For example, it's really difficult to write code snippets with it.
There isn't a way to clone a help center.
There isn't a way to clone a help center.
What problems is the product solving and how is that benefiting you?
We use Zendesk Guide for our new help center. Our customers as well as ourselves use the help center frequently as a guide for using our products. It alleviates lots of burdens on our support reps and helps us create a "self-service" experience. Our support reps have been able to increase efficiency and decrease resolution time of support tickets.
Zendesk review
What do you like best about the product?
Useful to support technical helpdesk tickets
What do you dislike about the product?
Lack of customization and work flows to support ticketing systems
What problems is the product solving and how is that benefiting you?
Technical helpdesk support system
works - could do better though
What do you like best about the product?
I like the flows majorly, it is able to route tickets seamlessly with just a few configurations.
What do you dislike about the product?
Not enough flexibility around dashboards or reporting. It is hard to configure dashboards and the account executives are not always the best resource.
What problems is the product solving and how is that benefiting you?
helpdesk support within the organization
Recommendations to others considering the product:
depending on what you are looking for, i think it works if you aren't looking for anything really sophisticated
Great software
What do you like best about the product?
This program is beyond amazing. It’s ever so easy and very streamlined. It’s great for the user and could not think of another program to use for this purpose.
What do you dislike about the product?
There is not much to dislike. I’d appreciate if there were more updates and features added over the years.
What problems is the product solving and how is that benefiting you?
Being able to submit tickets and work along with the company to easily tackle what needs help.
My Zendesk Experience
What do you like best about the product?
I appreciated the ability to configure the application. While using this product, I was a customer service manager and I had the ability to not only serve customers well using the tool but I also had the ability to track, manage and report on my staff.
What do you dislike about the product?
Because it is a SaaS application, there were small limitations that periodically caused frustrations, such as certain querying options to create new ticket views. Getting support from Zendesk was sometimes frustrating as well as I didn't always get the responses that I hoped for.
What problems is the product solving and how is that benefiting you?
I was able to use Zendesk Support to radically transform the way that our customer support team did our work. We were able to get a clearer picture of our customers through email, social media and phone calling.
Zendesk support review
What do you like best about the product?
The best thing is management of tickets and ease of use to track them.
I like the user friendly interface for zendesk and granular user rights that we can allocate based on user roles and requirements.
I like the user friendly interface for zendesk and granular user rights that we can allocate based on user roles and requirements.
What do you dislike about the product?
I think it's only the format displayed during email conversations is a bit confusing and hard to track.
Like if you're trying to read the ticket conversation in an email you have to dig out to look for recent ones and track in descending order which takes a bit of time.
Like if you're trying to read the ticket conversation in an email you have to dig out to look for recent ones and track in descending order which takes a bit of time.
What problems is the product solving and how is that benefiting you?
To use zendesk for customer support operations. All customer support requests were tracked by Zendesk Support.
Recommendations to others considering the product:
I think for startups it is a great support platform to launch customer support for your product.
Excellent Support Package
What do you like best about the product?
Zendesk provides a really comprehensive set of solutions. The ticketing system is the core and what we use the most. But additional features such as phone and knowledge base are great complements, and integrations to third party tools such as Chatlio are very powerful.
What do you dislike about the product?
I don't have many problems with Zendesk. Some areas of configuration and administration might be more intuitive, but it's a big ecosystem and it would be impossible to make it completely effortless to configure.
What problems is the product solving and how is that benefiting you?
Primarily we use Zendesk for customer support - and particularly the ticketing system. The best benefit is sharing all support requests across our team, and the integration with Chatlio and Slack makes it very easy for customers to reach out to us.
Recommendations to others considering the product:
I would always recommend reviewing all available products before making a choice such as this. But after we searched the market for similar products, we landed on Zendesk. And we haven't regretted that choice or looked at alternative products to replace it.
Zendesk review
What do you like best about the product?
You are able to organise your tickets and help
What do you dislike about the product?
Uploading and downloading space is limited
What problems is the product solving and how is that benefiting you?
Day to day it business faults ooo
Support Associate
What do you like best about the product?
Easy to use
Visibility to customers
Ease to meet SLAs
Great filtering of tickets
Visibility to customers
Ease to meet SLAs
Great filtering of tickets
What do you dislike about the product?
Reveals full name
Phone does not transfer calls internally
Phone sound quality is bad
Several outages throughout the year
Phone does not transfer calls internally
Phone sound quality is bad
Several outages throughout the year
What problems is the product solving and how is that benefiting you?
Providing support to 100+ users - they pay a lot for the service so it's nice that zendesk filters well and we're able to get to user requests in a very timely manner.
Recommendations to others considering the product:
n/a
showing 2,221 - 2,230