Zendesk Suite
ZendeskExternal reviews
6,515 reviews
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Great Customer support tool
What do you like best about the product?
I like the ticket management UI the best, but the analytics tools are not bad either.
What do you dislike about the product?
The analytics tools could be more robust.
What problems is the product solving and how is that benefiting you?
We use this for all our customer support ticket management.
A great way to interface with customers
What do you like best about the product?
Gives you a more instant connection with your customer. Adding this with Zendsek allowed me to know what a customer needed in real time versus waiting for an email response. This also emailed the chat log with the customer's information to them. Then it created the ticket with all of this as well.
What do you dislike about the product?
It was a bit resource intensive. Sometimes it would be slow to react or take too long to load up a conversation. If they could speed it up a bit more the product would be excellent.
What problems is the product solving and how is that benefiting you?
The need to support customers in real time.
Recommendations to others considering the product:
There are a few options out there in terms of chat but this one works really well and integrates directly with Zendesk. There is a lot of information that you can gather with it and is probably the best support chat I have seen.
Best in class for a reason
What do you like best about the product?
The customization capability is what really sets Zendesk apart. Administration and management of the system are incredibly intuitive and the UI is stellar. Being able to define workflows has been important for our organization, along with customizing views to understand specific issues within components of our platform
What do you dislike about the product?
My only real gripe is the helpfulness of the individual dashboard to my employees. This screen has the ability to be powerful but ends up hardly ever being used because of the impact to the end user
What problems is the product solving and how is that benefiting you?
Rapid response to platform issues with our SaaS offering. Tied into our account, SSO into Zendesk, the experience is seamless and easy for the team
Recommendations to others considering the product:
If you need a racecar, don't try to fit your needs with a Pinto
Easy, Intuitive
What do you like best about the product?
ZenDesk seems User focused. Everything is easy to understand and there are shortcuts everywhere if you take the time to learn about them.
What do you dislike about the product?
ZenDesk can tend to lag if you don't restart every once in a while.
What problems is the product solving and how is that benefiting you?
I use ZenDesk in order to communicate with our Users through phone, chats, and email
Recommendations to others considering the product:
So much easier than Salesforce and much more effective too.
Zendesk is amazing!
What do you like best about the product?
Helps prioritize our support requests. Also helps us remember our support requests.
What do you dislike about the product?
The reports are not as user friendly as I would like.
What problems is the product solving and how is that benefiting you?
Remembering what we need to do to help our staff/faculty/students and prioritize those needs.
It does everything we need it to
What do you like best about the product?
It integrates nicely into Slack, along with JIRA, which is beneficial to our support processes.
What do you dislike about the product?
Some of the setup for triggers and automations is time consuming and never gives you full confidence that it is working as intended.
What problems is the product solving and how is that benefiting you?
Technical support for our software solutions. Benefits include a central location for all support requests from clients.
Recommendations to others considering the product:
Make sure it integrates with your other tools, and if so, give it a shot. We have been generally happy with it's feature-set.
Good product, good value
What do you like best about the product?
It's relatively easy to navigate Zendesk and it really has much of what you need to run a fairly large support organization.
What do you dislike about the product?
Some of the reporting functionality could be a little easier to work with.
What problems is the product solving and how is that benefiting you?
It allows us to manage all of our customer support needs, including ticket management, a knowledge base and a user community.
Help when you need it!
What do you like best about the product?
Zendesk is awesome when it comes to dealing with a large number of emails.
Different teams can use just one interface and have seamless communication.
It offers a multi-user functionality which I find to be awesome.
Users are able to be added to the knowledge base which is exceptional, and it makes tracking email communication super easy.
Different teams can use just one interface and have seamless communication.
It offers a multi-user functionality which I find to be awesome.
Users are able to be added to the knowledge base which is exceptional, and it makes tracking email communication super easy.
What do you dislike about the product?
Some duplication and not a transparent way to see how they're logging the ticket times.
What problems is the product solving and how is that benefiting you?
Being able to centralize communication and go green have made a big difference.
Better than the last, but room for improvement
What do you like best about the product?
Very fast and user friendly. We are able to log so much detail with every ticket and the link important people that need to be related to the ticket.The dashboard is super useful in organizing our team.
What do you dislike about the product?
Searching through tickets is often tricky. Zendesk can crash time to time.
What problems is the product solving and how is that benefiting you?
Support problems in technology. Zendwsk is making us much faster and efficient.
Lots of useful features, if you use them
What do you like best about the product?
Chat, FAQ, email support, trackability within web pages when your users are on set URLs
What do you dislike about the product?
Since there are so many features, it can get a little cumbersome with trying to remember where everything is located. e.g. I don't use some features as often, and it takes forever to remember where they were.
What problems is the product solving and how is that benefiting you?
Keeping on track with various elements of support within my company.
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