Zendesk Suite
ZendeskExternal reviews
6,484 reviews
from
and
External reviews are not included in the AWS star rating for the product.
#1 Ticket Management Software
What do you like best about the product?
Zendesk allows us to organize and solve our customer service tickets all under one window. We can also help and customer and pass along information to other agents by adding notes to a customer's account.
What do you dislike about the product?
In the main window, there is no way to view all tickets while being able to differentiate the different brands. I wish I was able to have different colored tickets for different brands.
What problems is the product solving and how is that benefiting you?
We have multiple brands and services and Zendesk has allowed us to merge all our customer service networks under one window.
streamlines the user experience
What do you like best about the product?
We like that program incorporates all the small details like sending a confirmation email after all the support notes are entered
What do you dislike about the product?
We do not like that there Is not a back up if the system goes down. This can be a huge problem for customer experience.
What problems is the product solving and how is that benefiting you?
We are using it for customer service for a major retailer.
Recommendations to others considering the product:
continue innovating and coming up with new
Intuitive and Simple for all parties
What do you like best about the product?
* The support software benefits both our internal and external customers
* The setup is intuitive
* The user interface is easy to navigate
* The setup is intuitive
* The user interface is easy to navigate
What do you dislike about the product?
The software can be a little too simple at times and there is some functionality that is lacking, but there is a workaround when using the API.
What problems is the product solving and how is that benefiting you?
Being able to communicate properly with our internal and external customers while collecting important data.
Zendesk self help
What do you like best about the product?
I like the ease of set up. I find that because it's directed for self help it eliminates phone calls to our company. Great tool to have in your arsenal, especially when it comes to customer service.
What do you dislike about the product?
When needing help with Zendesk I've found the help support is not as readily available. Hard to find answers I need when searching their website.
What problems is the product solving and how is that benefiting you?
Customers can easily answer their questions online now without having to call into our office. It cuts down on phone calls for simple questions and free's up our tech's time for more involved support issues.
Great support ticketing platform. Help Center modifications work well
What do you like best about the product?
Zendesk had changed their format of their 'Help' and article section to what it is now known as the Help Center. Format is easy to use, and update.
What do you dislike about the product?
The add on sidebars (for Highrise, etc.) don't always work well.
What problems is the product solving and how is that benefiting you?
Customer Support and onboarding
Using Zendesk to Field IT Requests
What do you like best about the product?
*Software is easy to use and learn.
*I now have a way to track incoming requests, update my colleagues on progress of the ticket, etc.
*This also encourages colleagues to trouble-shoot their IT issues first before submitting a ticket. Most issues could usually be solved independently
*Since I teach full time, using this program reminds colleagues to respect my time instead of coming to me when class is in session to ask for IT help
*I now have a way to track incoming requests, update my colleagues on progress of the ticket, etc.
*This also encourages colleagues to trouble-shoot their IT issues first before submitting a ticket. Most issues could usually be solved independently
*Since I teach full time, using this program reminds colleagues to respect my time instead of coming to me when class is in session to ask for IT help
What do you dislike about the product?
As with all technology, this took a while for the teachers to adopt. Some were reluctant to submit IT request this way and preferred to come up to me in person instead.
What problems is the product solving and how is that benefiting you?
*I now have a way to track incoming requests, update my colleagues on progress of the ticket, etc.
*This also encourages colleagues to trouble-shoot their IT issues first before submitting a ticket. Most issues could usually be solved independently
*Since I teach full time, using this program reminds colleagues to respect my time instead of coming to me when class is in session to ask for IT help
*This also encourages colleagues to trouble-shoot their IT issues first before submitting a ticket. Most issues could usually be solved independently
*Since I teach full time, using this program reminds colleagues to respect my time instead of coming to me when class is in session to ask for IT help
Recommendations to others considering the product:
I did a trial run of this program with select teachers who are more tech savvy and who I know would be more open to use a ticketing system for IT requests. They can then champion for the use of the program on my behalf.
It's a Good Tool, not the Best
What do you like best about the product?
It allows all of our company tickets to be housed in a single platform, gives us analytics on progress, easy to assign tickets and work as a team
What do you dislike about the product?
Reporting could be better, I've used Zendesk and Salesforce and I like SF because it allows ticket and account management.
What problems is the product solving and how is that benefiting you?
Capturing customer issues in realtime and giving quick and instructive responses.
Recommendations to others considering the product:
Incorporate more account management perspective and not just ticket management.
Great for small and medium sized help desks
What do you like best about the product?
The Zendesk platform is great. It allows voicemail to email, ticketing, and much much more.
What do you dislike about the product?
Not much, so far have not had any issues using this software between two different companies that I've worked for.
What problems is the product solving and how is that benefiting you?
Ticketing/Support system
Recommendations to others considering the product:
Definitely a great place to start at and then work your way up as you need.
Does what you need, but not always intuitive
What do you like best about the product?
This platform allows me to easily manage communication with clients and sort out tickets between me and my colleagues. I'm able to leave internal notes to ask colleagues for advice before sending the public response, which is very helpful.
What do you dislike about the product?
I hate that I cant create a macro-template from an email. Sometimes after writing an email, I think 'I type this out a lot, I should make it a macro.' but then I have to copy all the text, click around about 6 times, paste, and do a few more clicks in order to actually create the macro. Not very user friendly, especially for a product that I imagine macros are so heavily used on.
What problems is the product solving and how is that benefiting you?
A combination of client success and customer support. I like that I can manage these out of separate buckets and they don't all get mixed together. I can also step in and help my co-workers with their tickets, without have them be private or scrambled in with my own inbox.
Good System
What do you like best about the product?
The system is easy to use and allows for many custom like features.
What do you dislike about the product?
Some features can only be used by admins.
What problems is the product solving and how is that benefiting you?
Ability to share problems and incidents across a large group.
showing 2,331 - 2,340