Zendesk Suite
ZendeskExternal reviews
6,516 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great support desk with clean UI
What do you like best about the product?
Zendesk offers a simple but deep solution to support ticket management allowing our team to better support our client base.
What do you dislike about the product?
Some HTML and CSS knowledge was necessary to set up the instance to our specifications. Some features available in the trial were only available at an additional cost.
What problems is the product solving and how is that benefiting you?
Zen desk is helping us track and report on tickets submitted by clients, time to resolve and if there are repeated issues.
Zendesk is the answer to quick and easy work
What do you like best about the product?
Easy to install and manage. Our agents resolve incidents with Zendesk quickly. The support is good and they have always solved our problems. In addition, you can get Zendesk for a very good price.
What do you dislike about the product?
The mobile application lacks important features of the web application.
What problems is the product solving and how is that benefiting you?
This is the backbone of our IT incident management.
Recommendations to others considering the product:
It is an efficient way to manage both past and present service requests.
A service provider that just keeps raising the bar and keeps getting better
What do you like best about the product?
Zendesk is outstanding and continues to get better and better at such a fast pace and has set a standard for help desk and customer relationship management systems.
What do you dislike about the product?
All around for what is offered and what zendesk can do, there isn't much to dislike especially the bang for the buck.
What problems is the product solving and how is that benefiting you?
Organization is critical to any business that is trying to grow or scale their business into something more than a one off service. Zendesk has been by out side and at a price point that doesn't seem like a lose.
Best Freeway interface between helpdesk and customer
What do you like best about the product?
Ability to create tickets easily with few clicks. Easy hierarchical view of Ticket assignment with internal and external user label is good. One click Report generation of the weekly, monthly ticket is excellent, it saves lots of time. It also has it equivalent app version so it is easy for customer to view the status of ticket on the go. Zendesk really helps to save lots of time. It also provides integration with social accounts like twitter so that customer can be served for the queries directly posted to the social media.
What do you dislike about the product?
Filters are a bit tricky as it involves lots of use of logical conditions which can be confusing for non-technical users. User Interface is sometimes laggy need improvement on this part where it takes lots of time to load the issue.
What problems is the product solving and how is that benefiting you?
Helping customer on Information Technology realted queries like providing reports, data and solution to the all the business related process. It is quicker for communicate, users without the User Interface access can just reply the automated mail from Zendesk support to actually update the ticket. Assigning the ticket to the next team is very quick and simple.
Recommendations to others considering the product:
Easy to use tool for connecting your customers. Mail reply options help customer to flawlessly reply and update on the issue in case there is need to additional queries from them. Getting report is one click aways and generates in multiple format (csv, xlsx, pdf) so it improves the readability and analysis.
Quick and easy implementation with a great software
What do you like best about the product?
Zendesk only as a tool does what it is supposed to do, and it does it well. We also used support + guide products, for ticketing for our e- learning business, and also for our self- service support( knowledge base). It is fully operational and comprehensive. The most intuitive, simple and clean user experience you will have for a consumer facing CR interface. At least their customer support was on top of it and super responsive when we used to use them.
What do you dislike about the product?
Zendesk would also be interesting to link or personalize good practice treaties at service level and operational because it is a tool for customer service. As a customer, we can probably add response times and define a category that is guidelines or requests and that are incidents. Give us more functionality, their customer support also used to be better than when we last worked with them and have gotten slower.
What problems is the product solving and how is that benefiting you?
Needed a robust support ticket system, benefits we realized was how scalable Zendesk is as well as ease to get started, and once it's up and running
Recommendations to others considering the product:
Additional useful features come at a higher premium, and certain features like chat support is actually not directly integrated into a single dashboard so bear that in mind when going into Zendesk
Easy to use support ticket management tool
What do you like best about the product?
User experience is good.
It gives conversation view which gives better visibility
Content writing is simpler
It gives conversation view which gives better visibility
Content writing is simpler
What do you dislike about the product?
Expensive
Text editing with stylized options are not intuitive - no standards
UI can be improved for organization and effective use of space
Text editing with stylized options are not intuitive - no standards
UI can be improved for organization and effective use of space
What problems is the product solving and how is that benefiting you?
Ticketing management for customers
Recommendations to others considering the product:
Worthy. Very friendly for tickets management
Solid turnkey solution to managing our shared support email gmail account
What do you like best about the product?
The setup was quick. We were able to connect our gmail, run a few test tickets, update email templates, and add the javascript support widget to our FAQ page within a matter of a couple of days. The experience for our users emailing that inbox for support hasn't really changed, but managing those requests on our side has gotten much easier. Onboarding my team to the tool was quick, everything is pretty intuitive.
What do you dislike about the product?
The support widget isn't very customizable. We're only using the support package of Zendesk, maybe there are better options if we expand. Primarily, we'd like to update the questions being asked in the widget form. We'd also like to embed a form that isn't a pop-up widget, but instead just a form we embed on a page. We haven't found a way yet to do that, perhaps it is possible though. We were hoping to the HubSpot integration would be a little more useful as well. While it's able to write to contacts in HubSpot with information from Zendesk, we'd really like to pump more information on the contact into Zendesk to give our agents more context about who they are talking to, any recent emails the contact was sent, etc.
What problems is the product solving and how is that benefiting you?
We're using Zendesk to replace a shared inbox we use to manage support requests. The tool has made managing and measuring our activity with those requests much easier. The macros feature has helped increase the speed at which we work through inbound tickets.
Versatile, configurable, difficult to grow with
What do you like best about the product?
I like how configurable this solution is and how many things you can integrate within it. The knowledge base is easy to set up and Zendesk's knowledge base is easy to follow and find answers to anything that you can think of.
With all of the integrations available, it makes using other softwares easy and smooth to have this solution implemented with it.
With all of the integrations available, it makes using other softwares easy and smooth to have this solution implemented with it.
What do you dislike about the product?
This solution is difficult to grow with. You can configure the inboxes, views, users, macros, ect. But once a company reaches a certain size, it can get a bit jumbled on how to best separate teams within each of those configurations.
What problems is the product solving and how is that benefiting you?
Customer Support
We enjoy having the history of tickets and being able to utilize the custom fields to help with reporting. It has helped us track our SLAs and customer satisfaction over a long period of time
We enjoy having the history of tickets and being able to utilize the custom fields to help with reporting. It has helped us track our SLAs and customer satisfaction over a long period of time
Awesome Tool!
What do you like best about the product?
As a Support Specialist, my entire workflow is run within Zendesk. It is a great tool to answer clients fast and efficiently and track metrics!
What do you dislike about the product?
Images uploaded within the tickets are sometimes morphed. It’s okay, just a bit inconvenient.
What problems is the product solving and how is that benefiting you?
Our clients are able to communicate with our support team with minimal delay!
Get for customer support/service!
What do you like best about the product?
I like that zen desk makes it easy for customers and clients to submit a ticket and easy for us to track and view them.
What do you dislike about the product?
There isn’t much I don’t like about zen desk. The only suggestion I can think of is maybe to provide some tutorials on how to use best.
What problems is the product solving and how is that benefiting you?
Track issues, questions, needs of our clients through one portal and be able to respond and address those tickets.
Recommendations to others considering the product:
Give it a try!
showing 2,281 - 2,290