Zendesk Suite
ZendeskExternal reviews
6,484 reviews
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Great tool for Support!
What do you like best about the product?
Support ticket workflow along with the ability to create macros and triggers
What do you dislike about the product?
I like most things about the platform. A little tricky to get widgets working with other Zendesk features on/off.
What problems is the product solving and how is that benefiting you?
Providing support for users of our software. We are able to respond quickly and have a record of our interactions.
Agile Change Management
What do you like best about the product?
The ease with which it allows us to capture the change requests, peer reviews, approvals, implementation details is what makes zendesk special.
What do you dislike about the product?
Some crtical details can also be captured on zendesk such as network changes, extra forms depending on the type, auto approvals etc.
What problems is the product solving and how is that benefiting you?
Change management, sox compliance issues, cab approvals, change consolidations, reports View for analytics.
Best tool for customer support and communicate with your customers
What do you like best about the product?
It's pretty easy to analyze the data using all kind of reports the platform has to offer. In addition, it's convenient to track tickets and create different views. For customers is very easy to communicate with us through Zendesk
What do you dislike about the product?
In order to be able to create a metric (which supposed to be pretty basic), they require you to upgrade your plan (to have an insights data) which is very annoying
What problems is the product solving and how is that benefiting you?
Customer support
Recommendations to others considering the product:
It's pretty easy to use and can integrated with other systems you use
Useful Tool for Distributing Tasks
What do you like best about the product?
My favorite thing about Zendesk is being able to organize tasks as they come in, and assign them from the platform to different members of our organization. It really is a helpful tool to keep tasks well ordered.
What do you dislike about the product?
Functionally there isn't necessarily much I dislike about Zendesk. It's not necessarily the best looking software, but I'm not using Zendesk for it's looks.
What problems is the product solving and how is that benefiting you?
When my organization has inquiries and tasks come in it is useful in easily assigning the incoming tasks to different members of our organization. It keeps me on track without getting bogged down with disorganized information.
Recommendations to others considering the product:
If you have multiple employees and need to assign incoming tasks to each of them, this can be a useful tool for organization purposes.
Robust customer support product
What do you like best about the product?
It's easy to use. Good amount of customization capabilities.
What do you dislike about the product?
Reporting could be improved. There are few out of the box reports.
What problems is the product solving and how is that benefiting you?
Customer support tool
Zendesk for Workday Clients
What do you like best about the product?
Zendesk will ensure that you are notified when a customer responds to open tickets. This is great from an organizational standpoint because it allows you to not have to check this on a manual basis all of the time. It also provides viewing of the tickets that you are solely assigned to, which is really nice since you are able to drill down from the total number of open tickets for your organization.
What do you dislike about the product?
The only thing I dislike is that the good versus bad reviews don't provide a distribution report for you to see how overall you are doing from a customer satisfaction standpoint. I wish there was a better reporting tool for this so you could see your results overall.
What problems is the product solving and how is that benefiting you?
We are solving customer issues with Workday integrations. It is nice that you are able to track all of your responses, easily follow-up with clients
Recommendations to others considering the product:
Make sure that the product fits the need for your company. In comparison to similar systems, I do feel that Zendesk provides a better UI. Salesforce is fairly similar in some of the products they provide, so truly it comes down to cost and whether or not you are willing to pay for a more friendly system to service your clients or customers.
Nice and easy to use
What do you like best about the product?
I feel like it's very intuitive and the UI looks create. It doesn't feel too complex for people just getting accustomed to it so it's easy to train. Things are very neatly displayed and being able to keep track of tickets has been a dream.
What do you dislike about the product?
Sometimes I felt like it was only giving me exact matches when I was searching for tickets based on different criteria. I don't always know the exact email or name so sometimes having broad search results are the only way for me to find a ticket without having to do deep research to find the exact match info.
What problems is the product solving and how is that benefiting you?
Keeps us organized. Having everything working out of one centralized place makes it easy for teams to understand what's going on on a day to day basis.
Recommendations to others considering the product:
Try it out, I think it's definitely worth a shot. It's one of the nicer and more organized help desk tools I've seen in awhile and it will surely be a useful tool for any team.
Zendesk for a remote working team
What do you like best about the product?
Zendesk is a well-thought out platform to manage out inbound customer inquiries. The ability to easily assign tickets to others on the team makes the experience seamless.
What do you dislike about the product?
It is a challenge to find historical tickets. I am unsure of the solution but this is a pain point.
What problems is the product solving and how is that benefiting you?
As a remote working employee it allows an uninterrupted customer experience.
Recommendations to others considering the product:
Zendesk is easy to use. It is not the least expensive option on the market for helpdesk management but I believe customer experience is an area worth investing in.
Quick and simple
What do you like best about the product?
It is easy to work from my inbox to send and receive updates on tickets.
What do you dislike about the product?
There isn't something that I would say I dislike.
What problems is the product solving and how is that benefiting you?
Keeping track of customer tickets and follow ups.
Thoughts
What do you like best about the product?
Gets the job done and has made ticketing management a breeze.
What do you dislike about the product?
Price tag.
What problems is the product solving and how is that benefiting you?
Customer support. Timesaver.
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