Zendesk Suite
ZendeskExternal reviews
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Zendesk Ticket Management
What do you like best about the product?
Zendesk makes it really easy to keep track of tickets across teams at our organization. It's very customizable as well, so that end-users don't feel like they are behind a ticket system, but instead just e-mailing back and forth with IT support
What do you dislike about the product?
it is VERY frustrating that you cannot easily share tickets across teams on one instance without thinking about it and setting up guidelines. there are some plugins that make it easier, but that shouldn't be required.
What problems is the product solving and how is that benefiting you?
We were looking to replace our previous ticketing system and Zendesk has done a great job. Less tickets are falling through the cracks and it's very easy to coordinate tickets when people are out of the office.
Recommendations to others considering the product:
Definitely worth it for organizations with a lot of small teams that work independently!
Zendesk- great API interactivity
What do you like best about the product?
ZenDesk is flexible in its API interfaces. We have ZenDesk connected via API to several systems throughout the organization.
What do you dislike about the product?
The knowledge base and its interfaces could be improved. Also, the report writer is not as intuitive as it could be.
What problems is the product solving and how is that benefiting you?
Zendesk is the main engine for our technical support for external customer as well as internal IT. Tickets can be opened via email, our catalog marketplace system, or by calling a technical support line.
Zendesk is great
What do you like best about the product?
I love that everything I need is all in one software
What do you dislike about the product?
I love zendesk, I do not have a dislike, it works perfectly
What problems is the product solving and how is that benefiting you?
Everything I need is all in one ai there is no need for multiple tabs
easy to use
What do you like best about the product?
It is so easy to use, An all in one ticket tracking app in the cloud that you can access from anywhere. Dashboard view which gives a simple picture of groups and individual open tickets, ticket statistics, and tickets requiring my attention
What do you dislike about the product?
It would be handy to have a warning pop up when people attempted to reply to a no-reply address too.
What problems is the product solving and how is that benefiting you?
It's been handy for benchmarking us against other companies in terms of our turn around times
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.
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