Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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Pretty good with kinks
What do you like best about the product?
It’s customizable.and has a good interface
What do you dislike about the product?
There are weird bugs sometimes like when I type, the cc’d people’s names shift.
What problems is the product solving and how is that benefiting you?
Workday post productions tickets, it’s easy to search tickets
Very easy and comprehensive systems
What do you like best about the product?
The ability to manage everything within Zendesk and not needing to use external email alongside it.
What do you dislike about the product?
I am unable to create a custom status other than the built in (open, pending, on-hold, solved) I would like to have custom ones such as "Logged with 3rd Party" or something similar
What problems is the product solving and how is that benefiting you?
Not managing things out of a mailbox and being able to easily assign tickets to users and monitor them.
Full Service Customer Support
What do you like best about the product?
I like the freedom that rules and routing allow. The support center and how tickets behave is fully customizable.
What do you dislike about the product?
This goes with what I like, but having so many customization options can lead to the product being a bit confusing. Especially at the start.
What problems is the product solving and how is that benefiting you?
Customer interactions, tracking and resolving product issues.
Recommendations to others considering the product:
Use the trial and make sure you really need the all the features, there are cheaper and more simple options out there. However, if you are a growing company, and a detailed ticketing system is important, this is a great option.
Great experience so far
What do you like best about the product?
I find that it’s really easy to submit a request and use the categories that are provided for me!
What do you dislike about the product?
The search bar isn’t as intuitive- I tried to search for a specific topic that should come up for our organization and I can’t seem to track down other tickets or help articles.
What problems is the product solving and how is that benefiting you?
Report problems and identify opportunities for our app
Desktop support
What do you like best about the product?
Best support with fast response..Had fastest experience with the software
What do you dislike about the product?
Not available at anytime.. Expensive in price
What problems is the product solving and how is that benefiting you?
Best support
Recommendations to others considering the product:
Good service
ZD
What do you like best about the product?
That you can see everyone and it is so searchable
What do you dislike about the product?
How confusing the search functions are.
What problems is the product solving and how is that benefiting you?
Live customer questions and finding the answers
Zendesk Review
What do you like best about the product?
An all in one ticket tracking app in the cloud that you can access from anywhere. It even has a mobile app for your phone. You have a queue for inbound requests which agents can pull requests from into their own queue.
There are an endless add on apps you can installed to enhance the support tech and customer experience.
There are an endless add on apps you can installed to enhance the support tech and customer experience.
What do you dislike about the product?
When there are server issues that impact our ability to use Zendesk. Does not happen often, though it can be frustration for support techs and customers.
We have been with Zendesk for over 7 years and it does what we need it to do for customer ticket tracking.
We have been with Zendesk for over 7 years and it does what we need it to do for customer ticket tracking.
What problems is the product solving and how is that benefiting you?
Having a central place for supporting our customers. Providing documentation that is part of the support platform that customers can view before submitting a request.
Allowing manager the ability to view reports and track KPI and tends of requests.
Allowing manager the ability to view reports and track KPI and tends of requests.
Recommendations to others considering the product:
Keep doing what you are doing.
Intuitive, Easy to Use
What do you like best about the product?
There are many different channels of support you can browse theough to provide the best service possible to your clientelle.
What do you dislike about the product?
If there are multiple people on a server it tends to get really laggy even if youre hardlined in.
What problems is the product solving and how is that benefiting you?
Creating exchanges/returns, answering emails. Its super streamlined.
Great product, simplified our Help Desk ticketing
What do you like best about the product?
Before we used ZenDesk for our IT help desk ticketing, requests came in via email and it was hard to track status and ensure all issues were resolved. This product has simplified that immensely.
What do you dislike about the product?
Hard to include images with support tickets (tricky when trying to include a screenshot as a reference to show what the issue is).
What problems is the product solving and how is that benefiting you?
Help Desk ticketing, tracking status and who is working on resolving all issues.
The best out there
What do you like best about the product?
The interface is clean and the communication system is intuitive. Ability to create and edit macros is crucial.
What do you dislike about the product?
Can be hard to control the sorting algorithm for tickets, especially in terms of repeated responses in one ticket thread.
What problems is the product solving and how is that benefiting you?
It's the foundation of our CX team, and the customer experience is crucial to any business.
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