Zendesk Suite
ZendeskExternal reviews
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Software for Communication
What do you like best about the product?
The ability to assign tickets to different members of my team.
What do you dislike about the product?
There are rules that you can set up that automatically assign tickets to certain people. I found it hard to create these rules
What problems is the product solving and how is that benefiting you?
We are able to organize projects to certain people and keep track of who is doing what.
Using Zendesk to help customers.
What do you like best about the product?
I like the ease of using Zendesk. It’s easy to use and apply for our business model. The customers can access the response field and send their replies.
What do you dislike about the product?
There isn’t really anything I dislike about the software.
What problems is the product solving and how is that benefiting you?
We can get accurate responses from our customers.
Recommendations to others considering the product:
Use it.
User friendly, good reporting capabilities
What do you like best about the product?
It is integrated with email, so end users never have to log in if they don't want to. Reporting capabilities are robust.
What do you dislike about the product?
I did not have any dislikes about this application.
What problems is the product solving and how is that benefiting you?
Tracking tickets from customers. This was our help desk ITSM software.
Zendesk makes it possible to simplify and improve the work with clients
What do you like best about the product?
Zendesk has many functions, but it's easy to use and configure. One is constantly being improved. A very convenient filtration system that allows you to make the necessary and effective selection. Also, you can effectively use the sharing feature. The help desk quickly answers questions and helps to solve problems.
What do you dislike about the product?
Sometimes it's somewhat difficult to add new features. Zendesk has uncomfortable navigation. I would like to make it more perfect. For new users it is necessary to conduct training, otherwise it can be difficult to work efficiently at once.
What problems is the product solving and how is that benefiting you?
We use Zendesk to improve our support workflows and to improve our customer experience. Zendesk provides the ability to collect data and materials for our customers and internal use. We can determine what information and problems are most interested in our customers. What is the dynamics of queries during a day or another period of time. Also Zendesk gives us the opportunity to more effectively track customer feedback.
Recommendations to others considering the product:
Zendesk is a great platform for helping and supporting customers. I'm sure it's worth trying this software. If you are not sure, you can first try the free version. You may need some time to learn this service. However, this applies to any software.
Zendesk Chat is very helpful in reaching people and businesses
What do you like best about the product?
I love the fact that you can interact with customers and businesses who have questions and concerns about anything. The platform is great and if you need help with anything there are plenty of tutorials on every concern you have. It is best to take advantage on a trial basis in order to get a feel for the service instead of jumping in head first.
What do you dislike about the product?
Right now- there is nothing to dislike as we are in a trial basis for our business and we are testing different programs to see which one fits for our service the best.
What problems is the product solving and how is that benefiting you?
The business problems that we are solving with Zendesk Chat is to have more interaction with the customers and businesses out there. The platform provides quick responses to anyone that needs help or have concerns with our services. The benefits are endless at Zendesk and there is little room for you to go wrong- especially when there is tons of tutorials and help on the platform.
Recommendations to others considering the product:
If you want to engage more with your consumers and businesses- Zendesk Chat is most helpful in getting deeper experiences with people out there. The platform is easy going and great to maneuver around and there is plenty of help out there to get you started- even if it is for a trial basis (which we are using at this time).
Zendesk ups and downs
What do you like best about the product?
I like the transparency and the accessibility of reporting.
What do you dislike about the product?
Delayed reporting and manual creations of specific reporting ease. Set up of the system ese.
What problems is the product solving and how is that benefiting you?
Configuring sla times, responding to user inquiries as quickly as possible.
Recommendations to others considering the product:
Give the right people admin access. Other users are very limited.
Intuitive and feature rich.
What do you like best about the product?
Merging related tickets, business rules, supporting markdown, custom views. I also have several macros that populate a standard response automatically. That saves me loads of time.
What do you dislike about the product?
It has an opinionated UI. I wish I could make certain windows larger and minimize others. Specifically, the left view pane cannot be resized or even minimized when viewing a ticket. This is a problem when I zoom in so I can see more clearly. As I zoom in the main ticket view on the right view pane takes up less and less space making it untenable to work on. I wish the UI handled zoom more gracefully.
What problems is the product solving and how is that benefiting you?
Helping business owners and developers integrate Braintree with their products.
Recommendations to others considering the product:
I think it's one of the better ticketing systems out there.
Great for helpdesk ticketing
What do you like best about the product?
LOVED the ease of use for the users (and admin) and the customization. Great solution for a solo admin with a few users up to much larger environments.
It is also ridiculously easy to use mobile which is a HUGE help for desktop support folks not having to run back to their desks after each ticket. Pull out your phone, do your notes and mark completed. Very nice.
As we were using it to also
It is also ridiculously easy to use mobile which is a HUGE help for desktop support folks not having to run back to their desks after each ticket. Pull out your phone, do your notes and mark completed. Very nice.
As we were using it to also
What do you dislike about the product?
Integration with other saas offerings could be easier. Keep in mind you can make it do anything you want with the API but out of the box it takes a little doing.
What problems is the product solving and how is that benefiting you?
tracking issues, accounting for sysadmin and tech time and reporting for clients to show value for dollar spent.
Recommendations to others considering the product:
It is a really good choice for a straight ticketing system. If that is your main goal I cannot suggest it highly enough.
best ticketing tool for authentic results
What do you like best about the product?
well defined priorities ... self service portal.
assigned groups which make it's use simple
assigned groups which make it's use simple
What do you dislike about the product?
a little pricey for small business should have some more economical package
What problems is the product solving and how is that benefiting you?
self service portal .. assigned tickets
Recommendations to others considering the product:
na
Helpful tool for tracking support requests
What do you like best about the product?
I like the customization of fields of available for tagging, that it can connect to SalesForce and Jira, and that you can add branding options if you have the same team supporting different products. I also like the different notification rules, and how it recognizes when someone responds to a specific ticket, even if you have closed that ticket already. You can also merge tickets as well and the product maintains that history.
What do you dislike about the product?
The reports don't offer a ton of customization- Also, they do not take into account your business hours so resolution times can be off which can make it difficult if that is one of your key . metrics.
What problems is the product solving and how is that benefiting you?
Giving clients good support to ensure that they have answers to questions, and making sure we know which client they are, what package type they have, and SLA metrics and reminders so we are meeting our end of the contract.
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