Zendesk Suite
ZendeskExternal reviews
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Zendesk is helpful but a little clunky
What do you like best about the product?
Overall, I like that Zendesk has lots of options for integrations and various features.
What do you dislike about the product?
The lack of options for handling duplicate or related tickets. It’s very manual to link them all together in order to keep similar cases all together.
What problems is the product solving and how is that benefiting you?
We solve general customer support questions across various departments.
Great system for handling Support ticket
What do you like best about the product?
I like that I am able to be notified when there have been updates to the ticket, and being able to write internal notes vs. public notes.
What do you dislike about the product?
We've been having a few problems lately with getting notified internally when a Support ticket is submitted. But this has been minor. Overall, the platform works very well for us.
What problems is the product solving and how is that benefiting you?
My coworkers and I are able to communicate internally and externally very quickly in order to resolve our clients' issues. Being able to track the tickets internally across the organization, to see instant confirmation the ticket has been received and to sync it with Salesforce in order to tier out clients has been amazing.
Zendesk Review
What do you like best about the product?
I inherited a Zen support desk when I moved position in the company, and I have to admit, I have been looking around to try and mov form it, but only so I can create a sort of stamp in the role. Currently I haven't found any contender for simplicity for the agents and customers, and that has to be a good thing for Zendesk.
I also found their support is top notch - as I mentioned, I inherited this system from the previous head of Support and so I had to learn all the basics, I've logged my fair share of tickets to the zen support people and they always get back to me very promptly - I would say 90% of my queries are answered in roughly two or three exchanges. It seems very personal and thats something that counts when you have to edit and manipulate reports for managers to look over.
I also found their support is top notch - as I mentioned, I inherited this system from the previous head of Support and so I had to learn all the basics, I've logged my fair share of tickets to the zen support people and they always get back to me very promptly - I would say 90% of my queries are answered in roughly two or three exchanges. It seems very personal and thats something that counts when you have to edit and manipulate reports for managers to look over.
What do you dislike about the product?
The Customer portal seems to look quite old fashioned, I would really like for them to be able to see the ticketing system as I do, maybe give them light agent style view?
What problems is the product solving and how is that benefiting you?
Customer ticketing is good, and so is the ability to create your own reports
Recommendations to others considering the product:
I've looked through quite a few different tools, so far Zen is the best in terms of support and reporting.
Zendesk Support, great solution for everyone
What do you like best about the product?
On my bussines I'm using that software quiet long time. I have nothing but good things to say for this software, its easy to use, constantly updated, large supported and makes it easy and possible to finished a lot of complex of tasks with ease.
What do you dislike about the product?
I will be honest with you. But its not so loud as Dislike. Maybe for some reason its can be price. But we all know as we are pay for what we can get!.I guarantee you won't sorrow about it.
What problems is the product solving and how is that benefiting you?
It's nice getting all customer requests from one place than of getting numerous client emails. I like that it organizade everything and keep you liable by having appoint ticket numbers that you can track and develop on if requied.
Recommendations to others considering the product:
I recommend, to try this software solution for a great way to monitor clien maintain of your company and review the chatackter of requests your company take. It is easy to use and afford reporting that can be very useful.
Live for ZenDesk
What do you like best about the product?
I love that I get a copied on each email for a ticket I am a part of! It is an accurate way to keep track of information.
What do you dislike about the product?
I do wish the search engine on the program was a little "smarter". Sometimes I struggle to find a ticket.
What problems is the product solving and how is that benefiting you?
Filling the gap of communication between our stores and our support system. It is beneficial to house all important information in one system.
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
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