Zendesk Suite
ZendeskExternal reviews
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A Great Solution for Helpdesk and Knowledge Base
What do you like best about the product?
By being able to customize views, ticket fields, tags, macros and more, you can quickly categorize and prioritize all the tickets that come in. And yet the default Zendesk behavior works great just as well, so you can really decide how complex you want your setup to be.
What do you dislike about the product?
There's really not much to say. I guess my only tiny complaint would be that there are so many features available, it can be slightly daunting at the beginning. But, as soon as you know what you're dealing with, it's incredibly powerful.
What problems is the product solving and how is that benefiting you?
We needed a helpdesk solution to handle any incoming complaints about our software / hardware in the company. Zendesk offered an easy way for our users to submit requests (by email!) and a powerful interface for agents to use to resolve those issues. It's easy to communicate back and forth, and the status categorization, as well as the customizable views means that my team is always well aware of everything that needs to be done. It has become such a great solution that we actually signed up for a second account to be used as a communication platform for working through a queue of requests with our graphic designers.
Recommendations to others considering the product:
Zendesk offers a lot of functionality, but it might not always be something that you need. Pay close attention to the features included in each type of license. You might be paying for more than you want.
Zendesk Support Review
What do you like best about the product?
Zendesk is easy to use and offers integrations with our website and other third party services we use (like Intercom). It has helpful filtering features, and lets us solve customer problems efficiently.
What do you dislike about the product?
The look is somewhat outdated. We only use it as an internal tool, so it's not super important that it looks modern, but a facelift would be great.
What problems is the product solving and how is that benefiting you?
We are able to use it to automate some customer problems from our platform. When they input things incorrectly, it gets flagged to us so we can fix it and let them know. We have used the help desk in the past and still use it for some things.
Easy to use
What do you like best about the product?
How easy to work with. But the best is the search engine.. you can find any ticket.
What do you dislike about the product?
The sla didn't are that clear.. IF was using colors will be more easy to know the ticket that close to reach the sla.
What problems is the product solving and how is that benefiting you?
I used to work in a Internet Service provider. Was really important tool that helps control the client tickets.
Recommendations to others considering the product:
If you need to have control on the tickets that is your tool
Outstanding workflow
What do you like best about the product?
Where to start when coming from SalesForce? Everything is easily contained within the system and the Zapier integrations are highly useful.
What do you dislike about the product?
How zendesk emails interact with Outlook. We are constantly having tickets linked to unassociated tickets because the user started typing "support" in their address bar but it pulls a random address from a random old ticket.
What problems is the product solving and how is that benefiting you?
Technical support and account management
Recommendations to others considering the product:
Just do it and never look back.
Great for a ticketing system
What do you like best about the product?
Zendesk is great for the customer-support relationship, as well as data collection.
What do you dislike about the product?
Community features leave much to be desired. A ticket to community post app would be awesome!
What problems is the product solving and how is that benefiting you?
We've been able to collect data on the types of issues that users are reaching out about.
I am thoroughly pleased with Zendesk
What do you like best about the product?
Easy layout and everything is very easy to find.
What do you dislike about the product?
Can lag when refreshing or updating, and sometimes it shows tasks already solved as needing to be solved.
What problems is the product solving and how is that benefiting you?
We have been solving the problem of mismatched dates, locations, and times on users' travel budgets compared to their actual itineraries.
Recommendations to others considering the product:
Would recommend using
Application Support Specialist
What do you like best about the product?
The ability to search for related tickets
What do you dislike about the product?
Email forwarding removes email addresses
What problems is the product solving and how is that benefiting you?
Customer support in 1 location. Easy to refer back to customers and build relationships.
Fast and Light
What do you like best about the product?
The design of the user interface is easy on the eyes; at first glance.
What do you dislike about the product?
Lack of search suggestions, CSS boxes stack on top of each other, leaving menus hidden by images.
What problems is the product solving and how is that benefiting you?
It's become much simpler to find information needed for operations at work with the streamlined management of reports and information.
ZenDesk
What do you like best about the product?
We use ZenDesk as a team. It's a convenient way to record support calls we receive and how we resolve issues.
What do you dislike about the product?
There's a lot of graphs and charts we try to use to keep track of team progress which is a little confusing.
What problems is the product solving and how is that benefiting you?
We keep track of support calls, the work that's been done with calls, email customers and use charts for progress.
A cool platform to answer helpdesk inquiries
What do you like best about the product?
The software is easy to use when opening customer tickets and entering their order and contact information. Anytime we have Inquiries this tool has no issue with quick turnaround for resolving our problems.
What do you dislike about the product?
The screens are pretty basic and I've only been able to use one screen at a time when logging into customer profiles.
What problems is the product solving and how is that benefiting you?
Eliminates all manual warehouse manager lookup as all data from Wow, CyberSource, etc is found in here.
Recommendations to others considering the product:
I believe this is a viable solution for all small to mid size businesses.
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