Zendesk Suite
ZendeskExternal reviews
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Solid ticketing software
What do you like best about the product?
Macros and triggers provide flexibility to a simple and intuitive ticketing interface.
What do you dislike about the product?
The cc is actually a bcc. It's not clear what messages have been sent to whom with respect to cc's and assignees potentially changing over ticket life.
What problems is the product solving and how is that benefiting you?
Zendesk helps us manage our high volume of tickets elegantly and tag them for later analysis.
Great customer communication product
What do you like best about the product?
I love how easy Zendesk makes it to communicate back and forth with the customer. All communication is saved within the ticket and you can see which user updated the ticket and when.
What do you dislike about the product?
Reporting is not as robust as I would like. It is hard to gather information about how much time was spent on a certain product.
What problems is the product solving and how is that benefiting you?
COMMUNICATION! Higher customer satisfaction has been achieved because of the increase in communication.
Recommendations to others considering the product:
Zendesk is a great product that increases your communication with the customer which leads to great customer satisfaction.
Zendesk Sensei
What do you like best about the product?
Love Zendesk. It allows me to quickly and efficiently support customers needs.
What do you dislike about the product?
Nothing, I am pretty satisfied at the moment.
What problems is the product solving and how is that benefiting you?
I use Zendesk to run customer support for a children's app.
Zendesk Review
What do you like best about the product?
Integration with other softwares and services
What do you dislike about the product?
Ability to organize and filter inbox to maximize automation
What problems is the product solving and how is that benefiting you?
improving customer experience
Great through email - unable to use online
What do you like best about the product?
My experience with this system is great through the email portion, everything sent in an email with the correct ticket linkage will be correctly populated into the ticket online.
What do you dislike about the product?
This might not be the fault of zendesk but I am unable to log in online to log a ticket. I should have a login but was never given one.
What problems is the product solving and how is that benefiting you?
This helps us communicate with our infrastructure team who are mostly working remotely.
Great tool out of the box
What do you like best about the product?
Ease of use, user management is easy, sharing with other helpdesks (with permission)
What do you dislike about the product?
Workflows for tasks can be a little clunky, customizations of the interface isn't intuitive at times. Notifications sometimes don't fire quickly enough. Has had several outages in the past year.
What problems is the product solving and how is that benefiting you?
Help desk software for specific business unit, sharing with IT Helpdesk for other technical problems.
Moment of Zen
What do you like best about the product?
Zendesk is extremely intuitive as ticketing software. For the average user you can easily navigate through the dashboard and classify a plethora of fields for each ticket. If you dive even deeper you have the ability to create different dashboards as well as analyze metrics in easily understandable format.
What do you dislike about the product?
I found that although Zendesk integrates with Shoretel I still ran into issues in which they did not play well together. This would occur if data was not up to date. It would be nice if that portion of the program was more intelligent.
What problems is the product solving and how is that benefiting you?
Zendesk solved a large amount of business problems including consolidation of support requests, well organized dashboard where all requests are housed and worked, advanced metrics capabilities, dashboard customization, increased productivity.
Recommendations to others considering the product:
If you are using Zendesk for the first time ensure that you have properly set up your ticket types and subtypes and that your staff is trained on what each means. This will allow for a more rich and accurate data set when analyzing metrics.
Zendesk is very easy to pick up and learn
What do you like best about the product?
I like the different options on a ticket. For instance, the pending feature comes in handy a lot since I don't need to remember to follow up, the system will do
What do you dislike about the product?
Not really much to dislike with this program.
What problems is the product solving and how is that benefiting you?
It is hard to stay organized when speaking to several different customers via incoming phone calls and emails. Zendesk allows you to stay organized by allowing internal notes, and tabs that let you move from ticket to ticket very easily.
Chat Transfer
What do you like best about the product?
I like that we can transfer chat from one dept. to another. which we dont have on our current tool. it needs to transferred to specific agent only within the dept.
What do you dislike about the product?
interface, its not user friendly and also the ring sound.
What problems is the product solving and how is that benefiting you?
teachers technical issue with the teaching applications
An overall good experience
What do you like best about the product?
Chats are easy to manage. Inbound customer's screen is helpful.
What do you dislike about the product?
Ideally we could create a ticket from a chat while keeping it open.
What problems is the product solving and how is that benefiting you?
We're providing advanced support for higher tier customers
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