Zendesk Suite
ZendeskExternal reviews
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Simple and straight forward
What do you like best about the product?
Everything is layed out perfectly in the dashboard. The tickets can be seen clearly and there is room to view each ticket in full which is really nice.
What do you dislike about the product?
Sometimes if you have a tab open for too long, the ticket is showed that it is still being actively viewed when in reality its "idle". I wish there was an icon to indicate an idle ticket.
What problems is the product solving and how is that benefiting you?
Customer support tickets are being solved quicker and more seamless. The templetes that you create are a great way to send off generic emails from frequently asked questions
Recommendations to others considering the product:
Use it! I dont know of another platform that does the same job zendesk does. Everyone in my company loves it.
Robust System with a Learning Curve
What do you like best about the product?
You can customize the tagging, build reports, and add customer service response templated easily.
What do you dislike about the product?
It can take a bit of practice and time to fully use all aspects of Zendesk. It's not as intuitive as other service reporting tools.
What problems is the product solving and how is that benefiting you?
Helps us identify and prioritize bugs and new product features. Holds my team accountable for fast and efficient response times.
Love It
What do you like best about the product?
I'm a big fan of Zendesk but only as an enterprise solution. Zendesk is great for big companies that have multiple deparments that provide support.
What do you dislike about the product?
It's too overarching to use for smaller businesses.
What problems is the product solving and how is that benefiting you?
User support (internal mostly but some external).
Awesome Ticketing Softward
What do you like best about the product?
Zendesk is extremely straight forward in terms of ticketing and I appreciate how I can make flexible and personal views and macros to help organize my own support process.
What do you dislike about the product?
At times I cannot see if someone else is viewing a ticket, this is a feature with Zendesk but not always reliable. When it works its awesome.
What problems is the product solving and how is that benefiting you?
We use Zendesk for all customer ticketing and having used it in previous support positions, i can't imagine using another tool. It is such a wonderful tool for tracking customer issues and gathering data while also staying organized personally.
Great platform to offer support!
What do you like best about the product?
It integrated into Salesforve flawlessly. ZenDesk had tons of features that made it easy to communicate with customers and allows them
To be directed to the appropriate department before the chat begins.
To be directed to the appropriate department before the chat begins.
What do you dislike about the product?
I didn't like that we wouldn't open a different browser window to research something without the chat going idle. Customers oftentimes thought the agent left before providing a solution.
What problems is the product solving and how is that benefiting you?
It allowed us to provide better staffing for hours that international customers were utilizing our chat features because it provides detailed analytics.
Great support platform
What do you like best about the product?
Good support ticket management. Good analytics. Nice ability to do email, chat, phone. We moved away from a smaller helpdesk service provider to Zendesk and were not disappointed. The workflow management, macros, templates, ticket assignation and 'all in one' solution is really good.
What do you dislike about the product?
Issues with email formatting . Some issues with service availability especially on the phone side. The macros and templates are good but they could be more dynamic.
What problems is the product solving and how is that benefiting you?
We've been seeing steady increases in ticket volume month on month, and have required a platform that's fit for our needs. Zendesk has been really good for enabling our agents to do more with their time, and improve their workflows. We're also using it to measure some key KPIs to better judge the performance of our team which is working well.
Great for Tracking support
What do you like best about the product?
Easy to submit support tickets and track progress
What do you dislike about the product?
not a lot of automatic updates or interaction wihin the program, most done through email
What problems is the product solving and how is that benefiting you?
tracking help desk tickets
In love with zendesk!
What do you like best about the product?
Overall functionality and the ease of use, customer facing web interface and macros
What do you dislike about the product?
Chat support and lack of solid ticketing features
What problems is the product solving and how is that benefiting you?
Customer sales
Recommendations to others considering the product:
Can improve on ticketing features
simplified ticketing system for our business!
What do you like best about the product?
We are using Zendesk for lots of things:
1) Ticketing system for customers concerns
2) Tracking of our progress for each project
3) Social media integrated
I say that I like Zendesk as a whole as we are using it for different purposes.
As for the features, Zendesk can be integrated to other platforms such as slack which is awesome. Another thing is that Zendesk is available in mobile application (but needs tons of improvement) which gives us the ability to track tickets on the go.
Zendesk also offers help center, wherein we can redirect our customers to answer any common issues. Not only customers would benefit here but also us, as we can create our own knowledge base, wherein it is not available for public.
1) Ticketing system for customers concerns
2) Tracking of our progress for each project
3) Social media integrated
I say that I like Zendesk as a whole as we are using it for different purposes.
As for the features, Zendesk can be integrated to other platforms such as slack which is awesome. Another thing is that Zendesk is available in mobile application (but needs tons of improvement) which gives us the ability to track tickets on the go.
Zendesk also offers help center, wherein we can redirect our customers to answer any common issues. Not only customers would benefit here but also us, as we can create our own knowledge base, wherein it is not available for public.
What do you dislike about the product?
Zendesk does not have the option to allocate a ticket to multiple light agents. Also mobile version needs tons of improvement. It does not have all ticket views present in desktop version
What problems is the product solving and how is that benefiting you?
We are using Zendesk to answer customer concerns via e-mail, chat and social media.
Recommendations to others considering the product:
Try Zendesk, I can say that it is all in one! Not all ticketing system can be integrated elsewhere such as facebook and slack. It also has chat functionality
The best ticket management program
What do you like best about the product?
It's very easy to write and answer tickets in the system. A good location that is easy to move inside. There is a lot of support that is easily available if you need help with anything in your account. It also has the ability to add certain tags to tickets and I can view all tickets that have tags .
What do you dislike about the product?
Notifications of actions are a bit confusing. It makes you think that you have something unfinished, and I do not need notifications that I have finished.
What problems is the product solving and how is that benefiting you?
I recommend trying this software solution for a great way to track your company's support and view chat requests from your company. It is easy to use and provides reports that can be very useful.
Recommendations to others considering the product:
All sorts of support issues, including printer problems, account issues, access to projects, etc. We also receive tickets that tell us about the potential hacking and spam that our end users will receive.
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