Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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Dinesh for Zendesk
What do you like best about the product?
It's a very efficient customer bug reporting tool
What do you dislike about the product?
It's not always alerting with latest message
What problems is the product solving and how is that benefiting you?
Customer Success thru support
easy way to triage support requests
What do you like best about the product?
It's a central hub for dealing with support requests.
What do you dislike about the product?
I wish follow-ups weren't separated into their own issues, but continuations of the previous email, even if it had already closed.
What problems is the product solving and how is that benefiting you?
It lets all the members of the team see all the support requests and assign or respond to the customers as appropriate.
Recommendations to others considering the product:
Make lots of views - they're a helpful way to sort through tickets.
Solid Support portal
What do you like best about the product?
Easy to use for average user with depth of features for when you need them. The reporting metrics are also very good and let you know how you are doing compared to the industry standards.
What do you dislike about the product?
Since we supported enterprises, we kept our tickets open until resolved. Since many tickets ended up being feature improvements or new feature requests the tickets could stay open for long periods of time. This often made some of the reports look really off. Zendesk had some features to support us, but ultimately none of them fully solved the problem.
What problems is the product solving and how is that benefiting you?
We used zendesk as our customer support portal. All customers were brought to zendesk, or a zendesk ticket was created directly from our app through the zendesk API (e.g. no email support),
We also used zendesk for the Knowledge Base; however, there were multiple limitations to the flexibility of the wiki that prevented us from using it for all our support documentation needs (we ended up using a customized wordpress site for the user manuals, release notes, and in depth KB articles.
We also used zendesk for the Knowledge Base; however, there were multiple limitations to the flexibility of the wiki that prevented us from using it for all our support documentation needs (we ended up using a customized wordpress site for the user manuals, release notes, and in depth KB articles.
Recommendations to others considering the product:
Zendesk is simple to get started with, but with some customization it can be even more powerful. Take advantage of their user groups if they are available in your area. I went to a couple and it really helped me understand how to customize zendesk for my company's need.
Amazing product
What do you like best about the product?
This application is so easy to use and connect with customers.
What do you dislike about the product?
There isn't much to dislike as with all software the glitches are annoying
What problems is the product solving and how is that benefiting you?
Ability to reach out to customers faster compared to email responses
Great product
What do you like best about the product?
The functionality of the program is very easy to you if you have an understanding of service products
What do you dislike about the product?
Haven’t come across anything that’s worthy of disliking
What problems is the product solving and how is that benefiting you?
Organize company internal and external incidents and service requests
Used for communication with workers
What do you like best about the product?
I like that it is very easy to use. It has a lot of features to organize your responses
What do you dislike about the product?
The auto bot never really works. No pop up notifications.
What problems is the product solving and how is that benefiting you?
Communication internally and outside
Efficient
What do you like best about the product?
The fact that I can put in a ticket and its is acknowledged in a timely manner
What do you dislike about the product?
That even though I might prioritize the order it does not always get taken care of by the severity of the situation
What problems is the product solving and how is that benefiting you?
That Zendesk can reach all of the organization at the same time in times of crisis or information
ZD review
What do you like best about the product?
The one i view the best would be for the auto pop up when you receive a call, it makes things easier as you don't need to create a ticket manually.
What do you dislike about the product?
Sometimes, only 4 tickets can be viewed at once and once you exceed 4 it becomes a drop down and makes searching for tickets quite troublesome.
What problems is the product solving and how is that benefiting you?
Social media concerns can be located quite easily
Recommendations to others considering the product:
N/A
A great way to track e-mails
What do you like best about the product?
I like how you can create tags and track reporting on those tags. Everything is documented in one place!
What do you dislike about the product?
I still don't know everything you can do with Zendesk because there are so many different tabs you can dive into to find more details.
What problems is the product solving and how is that benefiting you?
We are answering client requests and communicating internally with it. The benefits with Zendesk is everything it tracked in one place and the history of conversations are kept for a very long time.
Support Experience
What do you like best about the product?
Easy to use it,
My team is liking it.
Able to track previous tickets and create Knowledge base
My team is liking it.
Able to track previous tickets and create Knowledge base
What do you dislike about the product?
slow saving up new tickets, Service License Agreement SLA are in place
What problems is the product solving and how is that benefiting you?
Able to track agent
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