Zendesk Suite
ZendeskExternal reviews
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Solid Support Tool
What do you like best about the product?
Zendesk is easy to use and set up. It also scales well with your support organization.
What do you dislike about the product?
Salesforce integration is weak, only allowing visibility of tickets, but little other value. In addition, the emails generated from the tickets are formatted excruciatingly painfully, making it nearly impossible to keep up with threads on long tickets.
What problems is the product solving and how is that benefiting you?
We use Zendesk for customer support. Zendesk has made it easy to keep track of tickets and escalations.
Recommendations to others considering the product:
Evaluate all options, but Zendesk is a clear leader for me, small nits aside.
The best customer service ticketing system
What do you like best about the product?
I like the way we can filter tickets here depending on custom tags we added.
I like the feature wherein we can have a parent ticket and child tickets. Very useful when sending mass e-mails to certain number of recipients.
I like the feature wherein we can have a parent ticket and child tickets. Very useful when sending mass e-mails to certain number of recipients.
What do you dislike about the product?
Theres no desktop based application. Everything is browser based when you are working, although they have mobile app, but not all features are available there
What problems is the product solving and how is that benefiting you?
Providing technical support, customer service.
Recommendations to others considering the product:
Very easy to use ticketing system
Zendesk does the job!
What do you like best about the product?
I like the ease of use in keeping customer conversations neat and tidy, as well as the notes section. Getting into Zendesk (especially creating your own macros) is a bit of a learning curve, but just fine once you get the hang of it.
What do you dislike about the product?
I don't like how I'm unable to redact customers' sensitive information such as IDs if included in-line in an email. I end of having to delete the entire email and open up a brand new conversation.
What problems is the product solving and how is that benefiting you?
Zendesk has been a good stand-in for Kustomer, which we moved away from earlier this year.
It stores our helpdesk articles in an easy-to-navigate database, and is pretty intuitive with documenting customer conversations.
It stores our helpdesk articles in an easy-to-navigate database, and is pretty intuitive with documenting customer conversations.
Recommendations to others considering the product:
Go for it! If you need somewhere to go for support FOR the support, Zendesk is it! User friendly!
Zen desk review
What do you like best about the product?
I like the ability to update and stay in communication with customers
What do you dislike about the product?
I dislike that price of zen desk and some of the f the integrations
What problems is the product solving and how is that benefiting you?
Able to have mother way to search and use ticketing system
Recommendations to others considering the product:
Great product
This has allowed us to cover a bigger area of support
What do you like best about the product?
This has allowed us to cover a bigger area of support
What do you dislike about the product?
Really there is not much. It works very well
What problems is the product solving and how is that benefiting you?
To be able to quickly answer questions.
Great Way to Effectively Manager Customer Support
What do you like best about the product?
Zendesk integrates great with our product and customers are able to easily submit a support ticket. The summary email the send out about your stats each month is also great - my CEO always likes to look at that. Many other software platforms integrate with Zendesk as well
What do you dislike about the product?
Hard to assign a task to a specific person within your organization and then pass the ownership back to another colleague. Also, I wish that it integrated with email responses to support tickets and not only responses done thru Zendesk as we often have to walk our customers thru the product to solve their issue.
What problems is the product solving and how is that benefiting you?
Customers support management.
Recommendations to others considering the product:
Find out if the other software platforms you already use integrate with Zendesk - you will probably be pleasantly surprised!
Great ITSM tool and help desk incident management
What do you like best about the product?
This is a great interface and GUI for IT professionals to keep track and follow up with incidents reported. Amazing ITSM interface and makes following ITIL practices easy.
What do you dislike about the product?
There is not too much to dislike about this platform. It is very user friendly and intuitive.
What problems is the product solving and how is that benefiting you?
We are solving day to day operations in a customer service ITSM environment. With growing demands it is a great tool to help automate follow ups and for customers to see how their issues are being solved as well.
Great tool to interact with customers online
What do you like best about the product?
Easy, intuitive to use. Short keys for common sentences are great
What do you dislike about the product?
Nothing so far. Great tool to use for online chat
What problems is the product solving and how is that benefiting you?
Easier to interact with more customers at the same time. Phone 1:1, chat 1:X (X from 1 to 5?)
Top of the line customer support system
What do you like best about the product?
I've worked with Zendesk for several years, and it keeps getting better. It has more features that are useful, improvements on things that need it, and an easy-to-use and easy-to-customize interface. I recommend it to IT groups when I can.
What do you dislike about the product?
Sometimes things are challenging to implement, like multiple groups for differing client bases.
What problems is the product solving and how is that benefiting you?
Zendesk allows my company to manage the increasing number of support requests by providing our small team (less than 5) the tools to respond quickly and efficiently.
Recommendations to others considering the product:
I recommend looking at all ticketing systems, with Zendesk being the gold standard by which you compare others. If Zendesk doesn't do it, it's probably not worth tracking.
ZenDesk is easy to use
What do you like best about the product?
Ease of use, integrations of articles and automated update emails. Zendesk makes logging tickets and other bugs simple. Additionally the use of Zendesk to house forms for IT and other departments (internally) is an efficient manner to care for team members needs. The UI is also customizable for external branding.
What do you dislike about the product?
Searching for a submitted request, as a user, not admin, can be tedious.
What problems is the product solving and how is that benefiting you?
Submitting request forms, tickets, and other needs from internal users. Clients can submit help tickets. Additionally the system can suggest help articles for internal and external users as they begin submitting a request. This often solves the issue and creates one less submitted ticket.
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