Zendesk Suite
ZendeskExternal reviews
6,484 reviews
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A good tool for getting tickets sorted and done.
What do you like best about the product?
Sorting bugs, sorting feature requests, collaborating on issues. Solving customer problems.
What do you dislike about the product?
Sometimes the app is painfully slow to load. As well there's a major limitation with how search works... you can't copy a search URL to a page. For example if you wanted to share: https://mycompany.zendesk.com/agent/search?q=copy+paste+crash, you can't do it. Which in my opinion is a MAJOR limitation of the product.
What problems is the product solving and how is that benefiting you?
Makes it easy to go from gmail to zendesk and have a self service option for customers to access support. In addition it's a friendly user interface as well.
Recommendations to others considering the product:
Helpscout is also a good option if you're smaller. Also try intercom.
Great customer ticketing system
What do you like best about the product?
I really liked the color coding and automated workflows that are built into the shortcuts (saved responses.)
What do you dislike about the product?
I would say their support is hit or miss. Sometimes you get a really great support person and other times you get a support person who knows the product less than you do.
What problems is the product solving and how is that benefiting you?
Zendesk support was helping us to keep all our client interactions in one place.
Zendesk is a great ticketing system, but lacks in some areas
What do you like best about the product?
Ease of use, UI is easy and intuitive, very customizable
What do you dislike about the product?
Inability to add CC by automation when user submit tickets for specific tasks. No real change process work flow which means it's not too great for things like procurement.
What problems is the product solving and how is that benefiting you?
It's a really good ticketing system, better than others I've used. Not as robust in areas I mentioned previously, but if all you need is a portal for help tickets it works great and is pretty cost effective when compared to others.
Recommendations to others considering the product:
Evaluate your use case and see if it fits all things you need, there are some areas where it's not perfect, but it's pretty close.
Zendesk is a great tool
What do you like best about the product?
Fast and efficient way to submitting a ticket.
What do you dislike about the product?
I did not experience anything negative for Zendesk.
What problems is the product solving and how is that benefiting you?
Opening up tickets can sometimes be painful due to tools and training. Zendesk did not require much training and integrated well with many tools we used.
Recommendations to others considering the product:
N/A
Quicker & Multiple Ways to Connect
What do you like best about the product?
I love that I can multitask within this system all at once. I am an employee who will assist a customer, check emails & seek support from my colleagues.
What do you dislike about the product?
At times when it is peak season, it can be overwhelming to keep up but nothing with the system or product itsel.
What problems is the product solving and how is that benefiting you?
Clients who are stuck in destination or at the airport & need to make changes to their travel plans. Saves time from clients being on the phone or spending more money on international calls.
Recommendations to others considering the product:
If you're a large company that experiences heavy call volumes and most of your clients are frustrated from being on hold with small, simple requests, then I highly recommend using Zendesk. It's a great way for clients/customers to connect with the company without spending too much time holding on the phone & can do so from anywhere and with great ease.
Nice ticketing system to organize and assist customers
What do you like best about the product?
I like the ease of use and organization of the program
What do you dislike about the product?
The initial learning curve for Zendesk is a bit daunting
What problems is the product solving and how is that benefiting you?
We find that Zendesk makes assisting customers quicker and more efficient.
Zendesk Support is a great portal for suppor tickets
What do you like best about the product?
I love how you can customize it fit your business needs! It can be integrated to plenty of third party tools so that it does whatever you need it to do!
What do you dislike about the product?
It can get a bit slow at times! Also, Zendesk does go down quite a bt, but they do tend to resolve it pretty fast!
What problems is the product solving and how is that benefiting you?
We can solve support problems with Zendesk. Our customers can submit their issues and we can help them through there. We can get a lot of info with Zendesk and keeps it really organized.
Excellent service desk ticketing system
What do you like best about the product?
The clean user interface is extremely important for a high traffic tool like this. I can knock out tickets left and right quickly, which is important when you have a large number of tickets coming in!
What do you dislike about the product?
More applet support, or a better suite of built in applets would be good. We need things like more functional calendars for scheduling tasks, and a cleaner way to tie into other services like system monitoring tools.
What problems is the product solving and how is that benefiting you?
We use Zendesk daily with our team of 40 or so engineers, managing ticket flows and task teams. It is a great tool that has allowed us to more quickly and efficiently assist our end customers.
Recommendations to others considering the product:
I would highly consider Zendesk for end customer and partner support.
An easy to implement help center
What do you like best about the product?
Have checked a lot of help center options and so far Zendesk comes closest to an ideal solution. It takes some time to overview all your help support material to divide them into categories and sections, but from that point on, Zendesk feels pretty intuitive. Creating new articles is easy, formatting is intuitive and publishing is instant, Overall, a great solution so far.
What do you dislike about the product?
By default, there's no lightbox support for images. Zendesk is pretty popular, so it's not difficult to find a a third-party implementation for that.
What problems is the product solving and how is that benefiting you?
We're expanding our help center and wanted to find a flexible solution that would let us roll out new articles and organize the existing ones instantly. Zendesk fits these requirements.
Recommendations to others considering the product:
This is probably one of the easiest and coolest help center solutions to implement.
Very well rounded support application.
What do you like best about the product?
Zendesk feels like it can just do about anything. Issue tracking is well thought out, and you can handle an issue from creation to resolution entirely from Zendesk.
What do you dislike about the product?
Lack of a desktop application especially in a system where alerts can be mission critical.
What problems is the product solving and how is that benefiting you?
We use Zendesk for ticketing incoming bug reports, and support emails. It offers an all in one solution for various teams to communicate with our users.
Recommendations to others considering the product:
Be prepared to have a lot of tools at your fingertips. Setup can be quite hearty so be ready to have the teams that will use Zendesk ready to configure their tools for use. Additionally expect your IT to be involved in the setup for things such as allowing Zendesk to send emails on your behalf.
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