Zendesk Suite
ZendeskExternal reviews
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Easy to implement Customer Support
What do you like best about the product?
I like that it is possible to have a knowledge center and a queue for tickets.
What do you dislike about the product?
Setting up the knowledge center is a bit tricky. Also, I wish it was easier to make it look how you want it to look. It is customizable and some companies have done some great stuff. I just don't have the patience to figure it out.
What problems is the product solving and how is that benefiting you?
I have a SAAS product that is a startup. We use ZenDesk for our customer support and Help sections. It does exactly what we need it to. The customer support folks at ZenDesk are always very helpful.
Recommendations to others considering the product:
It is easy to set up and get going quickly. The customization of what the help center looks like is tricky to get it to look how you want. That part will take some monkeying around with.
Efficient and integration ease
What do you like best about the product?
Very easy to use and the ability to roll out company-wide makes it very desirable
What do you dislike about the product?
UI has not been updated in awhile. Needs a face lift
What problems is the product solving and how is that benefiting you?
Case, ticket and service request across all channels
Zendesk - solid client services platform
What do you like best about the product?
We were on Zendesk for several years. Its very easy to use and administer and has a lot of great features.
What do you dislike about the product?
The only real problem we had with Zendesk was that it was difficult to keep our Account and contact information from Salesforce synced easily. There is an integration but its poor. Also we found customer portal wasn't very dynamic or easy to customize.
What problems is the product solving and how is that benefiting you?
We needed a way to track support tickets, share information with clients and report on ticket trends. It served those purposes but was limited in its integration with Salesforce which finally killed it for us.
Recommendations to others considering the product:
Decide how much you care about an integration with Salesforce or any other CRM you are using.
provide support for our customers
What do you like best about the product?
very simple and intuitive. easy to contact. integrate with the email
What do you dislike about the product?
the pricing a bit high cause we have many support agents
What problems is the product solving and how is that benefiting you?
global customer support
Zendesk great for a small company
What do you like best about the product?
Zendesk is a good application for software companies who want a ticketing software to track their issues. It is good for a small company and I like the scheduling feature in it. I also like the organization if the tickets and being able to track parent and child tickets if needed for future reference.
What do you dislike about the product?
Zendesk has a chat feature that is still missing some key features. I also don’t like when a customer responds to a ticket, and does not change the status of it.
What problems is the product solving and how is that benefiting you?
We are providing support for our software through Zendesk
Recommendations to others considering the product:
Great product for small companies who are looking for an affordable ticketing system
Great even if you aren't in a customer service role
What do you like best about the product?
We use Zendesk to manage inbound accounting requests for AP and AR. This has been an extremely effective tool to manage the high volume of emails coming in, specifically for AP. There is a bulk edit function that allows you to assign out multiple tickets to one person, macros that can automate responses for common requests, and custom views if you want to see tickets assigned to your team members. This is my first time using Zendesk in an accounting department and I enjoy it so much I actually am working on moving all of our email requests into the ticketing system.
What do you dislike about the product?
The big downside with our current setup with Zendesk is that we have not been able to merge Zendesks between departments. For example, if customer service receives a ticket, instead of my being able to view it in their Zendesk, they "share" the ticket with my group's Zendesk email address. This means we have two completely unique ticket numbers for the same request. I also think our package level has poor reporting.
What problems is the product solving and how is that benefiting you?
It has really helped with email management and assigning tasks to employees. We no longer have endless email chains with everyone CCed. People email one email address and we can assign it out to the employee responsible.
Recommendations to others considering the product:
Great product even if you are not in a customer service or support role. I think any department that receives a high volume of requests would see improved workflow with Zendesk.
Great tool, hard to get reports the way you want them.
What do you like best about the product?
We use this tool as our ticketing system. It works great and is pretty easily customize-able. Its very easy to get started too.
What do you dislike about the product?
The reporting is VERY tough to figure out. Very hard to get what you want from it if you want to customize. But their generalized reports are easy to run.
What problems is the product solving and how is that benefiting you?
Keeps us on track and makes it easy to sort out what needs prioritized.
Good for Tickets
What do you like best about the product?
We never miss invalid tickets that come through to us using this (we receive autoforwarded emails as tickets in Zendesk).
What do you dislike about the product?
We aren't sure if we will be able to manage everything in Zendesk as we scale. The view isn't "pretty", and the advanced features take some training to figure out.
What problems is the product solving and how is that benefiting you?
We use Zendesk to manage customer receipts that we receive. We don't miss things this way, and can have multiple people in different locations using the software simultaneously.
Great for a one-person help center
What do you like best about the product?
I like that I can customize my views, and that I can export analytics about time to response/organizations submitting tickets/etc.
What do you dislike about the product?
I dislike that I can't set my view to automatically switch to the next ticket (I have to reset it each time), and that I had to submit a support ticket to export data to a .csv.
What problems is the product solving and how is that benefiting you?
We're able to triage issues from customers trying to use our product; we use the analytics tab to refine our articles and ticket tags for best search results.
Great issue tracking platform!
What do you like best about the product?
Zendesk has an incredible array of tools for tracking issues, it's easy to respond in-line to people who have responded to my issues, and the response time is incredible.
What do you dislike about the product?
It would be great if there was some kind of instant messaging platform to get real-time updates for when an agent is typing/responding to the issue.
What problems is the product solving and how is that benefiting you?
It has never be easier to review and track issues. I like that I can see every issue in my queue in one view, and I like being able to see visual cues for various statuses.
Recommendations to others considering the product:
Do it! It's a great platform with a lot of support.
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