Zendesk Suite
ZendeskExternal reviews
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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.
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.
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