Zendesk Suite
ZendeskExternal reviews
6,516 reviews
from
and
External reviews are not included in the AWS star rating for the product.
helpful for all interaction types
What do you like best about the product?
whether a customer wants to contact us via phone email or chat, zendesk has us covered. also allow us to track or tickets for commons issues and errors
What do you dislike about the product?
sometimes the search results do not tield what i am looking for or pull tickets when i know the search term is included
What problems is the product solving and how is that benefiting you?
tech supportm customer inquiries, bug resolving
Zendesk is way better than the competition
What do you like best about the product?
I really like Zendesk's ease of use. Having used other enterprise ticketing systems where it takes multiple weeks to get fully up-to-speed, Zendesk really stands out. There's practically no Zendesk training time needed for our new hires to get up and running, which allows us to focus on other business needs.
What do you dislike about the product?
Zendesk's integrations can be spotty at times, and when the service goes has issues (hasn't been as much of a problem lately), it can bring business to a screeching halt.
What problems is the product solving and how is that benefiting you?
We're able to maintain a record of every customer service-related contact in one place -- emails, chats, and customer calls.
Recommendations to others considering the product:
I would definitely consider switching to Zendesk over older legacy systems, or less expensive ticketing systems. This is an instance where you get what you pay for; though some of the Zendesk licenses can be a bit expensive, it's a tremendously useful tool to free you from the chaos of email or hacked-together ticketing systems.
Easy to use, comprehensive ticketing system
What do you like best about the product?
Modular, easy to adopt and eye pleasing user experience.
Ability to combine team instances.
Ability to combine team instances.
What do you dislike about the product?
Price. By far the most expensive ticketing system I've used.
What problems is the product solving and how is that benefiting you?
Ticket tracking, problem solving.
Quick to pick up, great at tracking issues
What do you like best about the product?
Working for a medium sized tech company with multiple clients in the restaurant bushiness, it is imperative that we track all issues that may occur at businesses that utilize our product across the nation. ZenDesk Support allows for us to do just that with ease. Very easy to assign tickets to internal agents and track issues. Not only that, the interface connects directly with our email system to allow us to communicate and track all communication between internal workers and the locations reporting tech issues. ZenDesk is an essential tool for resolving all tech issues that our customers may encounter.
What do you dislike about the product?
It would be nice if there was a more helpful training tool integrated within the software, with some training guides on how to setup different tools within the application. That being said, help tools are available, but you really need to know what you are looking for to find the solution to the issue you are looking to figure out.
What problems is the product solving and how is that benefiting you?
Tracking and managing all tech issues our clients encounter while they may be using our product.
Recommendations to others considering the product:
Highly recommend, meets all requirements and tracks everything we need it to track, thus making the resolution of any tech issues our clients encounter that much easier.
Solid Tool
What do you like best about the product?
Very solid and organized. Good feature like how to add a hyperlink
What do you dislike about the product?
No option to add saved replies available
What problems is the product solving and how is that benefiting you?
Using it to solve eaters complaints
Recommendations to others considering the product:
Easy to use and communicate with customers
Zendesk
What do you like best about the product?
I like it's simplicity and how quickly I get a response
What do you dislike about the product?
No cons I can think of pretty great so far
What problems is the product solving and how is that benefiting you?
Quick turn around when there are IT related issues
Recommendations to others considering the product:
Great way to resolve any IT related issues
Zendesk
What do you like best about the product?
We use zendesk for our help deal related issues. To support engineers with any questions
What do you dislike about the product?
I don’t dislike anything, it’s actually one of best in market
What problems is the product solving and how is that benefiting you?
Helps engineers get resolution on their devices.
Raise request
Chat application
Raise request
Chat application
Director Client Support
What do you like best about the product?
The support workflow for Zendesk is very easy to set up for teams that have multiple needs. I also like the ability to customize the experience and data in the tickets.
What do you dislike about the product?
I couldn't do everything as far as integrating everything I wanted to with the specifics asks from clients.
What problems is the product solving and how is that benefiting you?
I wanted to create a world class support organization and part of that process is the helpdesk system that you use. Zendesk is one of the best systems to track and monitor client requests.
Recommendations to others considering the product:
I like Zendesk and would recommend it to others considering a helpdesk ticketing system. The functionality will meet almost an need.
Zendesk makes support ticketing easy
What do you like best about the product?
I love how easy it is to communicate internally for support requests, as well as being able to assign and share tickets across support teams
What do you dislike about the product?
I think there should be more options for ticket status. Currently there are only : New, Open, Pending and Solved, and Closed. It would be nice to have some along the lines of, "Waiting for Feedback", as well as being able to put a ticket on-hold until a specific date, then having zendesk re-open it for you.
What problems is the product solving and how is that benefiting you?
We used to use straight email for supporting our users. Zendesk makes it easier to prioritize tickets, and look for trends in issues
Great Daily Functionality
What do you like best about the product?
I don't use Zendesk for extensive CRM needs like Salesforce. Because I'm not collecting thousands of data points, the simplicity of ZD helps my daily workflow by focusing on what I need to do immediately, what I need to do by the end of the day, and what I need to do by the end of the week without integrating a calendar.
What do you dislike about the product?
It could be more powerful and the third party integrations could be better.
What problems is the product solving and how is that benefiting you?
Daily customer support for a 150+ customer base with each customer having ~10 daily active users submitting tickets per customer.
Recommendations to others considering the product:
If you want something simple and easy to use, ZD is perfect. It isn't capable of too many 'power user' features, but it tries to accommodate. You would think that some integration things like displaying a Jira severity level in a view would be possible, but it is not. But as for general every day uses, it is functional and it is reliable.
showing 2,291 - 2,300