Zendesk Suite
ZendeskExternal reviews
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Reliable ticketing system
What do you like best about the product?
It's easy to categorise, tag, and assign tickets.
What do you dislike about the product?
No notification sound for new tickets. Sometimes if another agent is working on a ticket, it's not visible (generally it shows a picture of the agent working on it).
What problems is the product solving and how is that benefiting you?
Easy to use, a great system for remote working.
Excellent support system
What do you like best about the product?
Zendesk is fast, flexible, configurable. It helps us stay on top of support issues.
With their mobile app, we can handle support on the go.
With their mobile app, we can handle support on the go.
What do you dislike about the product?
It seems that all new features are tailored at the high-end solution.
What problems is the product solving and how is that benefiting you?
Technical Support Management
Zendesk provides an extremely useful service.
What do you like best about the product?
Zendesk is one of the most vital services for a company to have, regardless of its stage, simply because customer service and feedback are a very important element in determining whether or not a company's product succeeds.
What do you dislike about the product?
Some of their technology, such as email communication, needs to be improved on the customer side. That is why we dropped it and switched to a chat service with our FAQ/Customer Service pages. We've received a lot of complaints about the quantity of emails Zendesk Support sends to customers on our behalf during open cases, which a lot of customers disliked.
What problems is the product solving and how is that benefiting you?
We've received a lot of complaints about the quantity of emails Zendesk Support sends to customers on our behalf during open cases, which a lot of customers disliked, which is why we dropped the service in an effort to make customer services cases get addressed more immediately, i.e. through a chat service.
Recommendations to others considering the product:
I would recommend trying out all of the features of Zendesk support to get a good opinion as to whether it would benefit your development/customer service team to use such a support service.
Zendesk Ease
What do you like best about the product?
The best thing about it is how easy it is to set groups and different ways to have tickets sent to different groups.
What do you dislike about the product?
One dislike would have to be when someone replies to a solved ticket with "thank you" it automatically opens up the ticket again.
What problems is the product solving and how is that benefiting you?
Zendesk has cut the time it takes to resolve tickets in half. Having zendesk allows us to keep track of tickets and nothing falls through the cracks.
Nothing better
What do you like best about the product?
Offers anything a Customer Support could need. Status for any tickets, extensive statistics (both in-app and - especially - using the GoodData platform), customer segmentations based on organizations, multiple support teams, etc.
What do you dislike about the product?
The mobile app, while in general is adequate, lacks certain crucial features, such as the ability ti change the ticket's requester.
As a multi tenant system with millions of end users, we find it somewhat difficult and complex to add users belonging to multiple organizations so as to get statistics per organization.
As a multi tenant system with millions of end users, we find it somewhat difficult and complex to add users belonging to multiple organizations so as to get statistics per organization.
What problems is the product solving and how is that benefiting you?
Zendesk support has helped us resolve our customer support ticketing needs, as well as allowed us to scale to support a user base of more than half a million end users with a small team of customer support agents. It has also allowed us to reduce our first time response time from several hours to just more than one hour.
Recommendations to others considering the product:
Honestly, this is a best in class platform. If there is no pricing restrictions, this is the way to go.
Using Zendesk as a Ticketing system
What do you like best about the product?
Zendesk is used by many companies and you can tell when you use it. There are a lot of features, but more importantly the correct features. It works how a support/ticketing system should work. Asking the right questions and collecting to correct information can help the user, so having a system that can facilitate that is what's needed.
Access to the API's has been great use as we've linked Zendesk with Leankit and Kanban board that the development team use to track requests and bug fixes.
Access to the API's has been great use as we've linked Zendesk with Leankit and Kanban board that the development team use to track requests and bug fixes.
What do you dislike about the product?
Not much to be honest. It does what we need it to do. The attachments are all there, but sometimes the format and UI space does make it hard to see the attachment properly. It would be nice that some of the side bars could be shrunk to moved. Or that the images can be clicked on and zoomed.
What problems is the product solving and how is that benefiting you?
It has allowed us to track all incoming requests. We use it as a single point of contact into the IT team. This means that all requests are tracked, never loosing a request and making sure that we process them with the correct priority. Along with the ability to pass our development requests onto the developers it has made our lives a lot easier.
Recommendations to others considering the product:
Give it a try as it does do a lot of things really well.
Zendesk is great
What do you like best about the product?
As a first user of Zendesk, it was so easy to start using and easy to get the hang of. Zendesk's support team are extremely helpful, get back to you straight away, and are very nice and cheery people.
What do you dislike about the product?
You cannot forward a ticket to someone else without the sender receiving the same response.
What problems is the product solving and how is that benefiting you?
We receive and solve all our Support questions using Zendesk. So, its the main product we use for our communication with our users. support service.
Great ticketing system!
What do you like best about the product?
We were able to enable a play button system were our agents can process priority tickets based through filtering the tickets coming in. This makes sure we can process tickets without having to filter each and every tickets that come in which can be very time consuming.
We were also able to employ a few macros or canned responses which helps guide our agents in processing the tickets correctly.
Each and every ticket is also categorized based if it was a question, an incdent or a known issue so we can track down if we are geting a lots of tickets on a certain area/thing. This helps us optimize our process and products.
We were also able to employ a few macros or canned responses which helps guide our agents in processing the tickets correctly.
Each and every ticket is also categorized based if it was a question, an incdent or a known issue so we can track down if we are geting a lots of tickets on a certain area/thing. This helps us optimize our process and products.
What do you dislike about the product?
If two agents happen to click on the play button at the same time, the same ticket is going to be assigned to both of them unless they assign the ticket to theirselves which takes about a few more clicks.
Zendesk is quite heavy on bandwidth. We sometimes experience problems is the upload speed of our connection is a little bit slow. This makes some agents not be able to answer phone.
We would also hope there is a better phone interface in the future. It works right now, but it could be better.
Zendesk is quite heavy on bandwidth. We sometimes experience problems is the upload speed of our connection is a little bit slow. This makes some agents not be able to answer phone.
We would also hope there is a better phone interface in the future. It works right now, but it could be better.
What problems is the product solving and how is that benefiting you?
Provide fast 24/7 customer support to our clients.
Recommendations to others considering the product:
It takes a while to get to learn the system (which is true for every system out there). Zendesk is very reliable and helps process your tickets faster.
Amazing!
What do you like best about the product?
It's so easy to set up and use! Their built in help center is a huge added bonus!
What do you dislike about the product?
It's a bit tricky to adjust the automation sometimes, EG: send a text to a customer when we have replied.
What problems is the product solving and how is that benefiting you?
We have alot of customers asking to subscribe, as this is a manual process for us it helps us work through them in a good timely manner.
We absolutely love Zendesk.
What do you like best about the product?
The updated interface that is incredibly user friendly, the quick on-the-fly searches, the customization views, the knowledge base, the macros, everything!
What do you dislike about the product?
I wish we could integrate DocuSign into it for sending work estimates to customers for custom development, not a huge deal though
What problems is the product solving and how is that benefiting you?
We went from a tiny company to a small company with a huge client base very quickly and all of our departments suddenly needed actual processes in place. We switched to Zendesk and basically built internal workflow processes around it and have seen a drastic improvement in response time, tracking, and general satisfaction from both our users and the customers we support.
Recommendations to others considering the product:
Get it!
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