Zendesk Suite
ZendeskExternal reviews
6,483 reviews
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Reliable
What do you like best about the product?
I enjoy the ease of use. Learning how to use Zendesk is a breeze for all of my new hires.
What do you dislike about the product?
I wish there were more tracking and statistics and I wish the Reports feature was as easy to use as the agent dashboard. It is incredibly difficult to create brand new reports even when using previously created ones for reference.
What problems is the product solving and how is that benefiting you?
We previously used Fusedesk, it was basic and had many trouble. Zendesk provided us with a platform that didn't have any of the Fusedesk struggles and offered voice! We switched from landlines to headsets and it was glorious.
Recommendations to others considering the product:
I'd say to make sure and weigh out all options, Zendesk has many features we don't utilize so I can't say 100% they're all great but it's the best we've had so far.
Check out articles, and there are tons of charts listing what the differences between different helpdesks are. If you're a tiny team that doesn't need much then Zendesk may be a little overwhelming.
Check out articles, and there are tons of charts listing what the differences between different helpdesks are. If you're a tiny team that doesn't need much then Zendesk may be a little overwhelming.
Does what its supposed to do
What do you like best about the product?
Relatively simple implementation, easy for agents to manage day-to-day, frequent updates to functionality, nice interface, good support/helpdesk documentation and services.
What do you dislike about the product?
Salesforce integration is limited and clunky, wish that I could integrate multiple talkdesk accounts.
What problems is the product solving and how is that benefiting you?
Knowledge Base, ticket management
Recommendations to others considering the product:
Beware the salesforce integration, if not done properly its almost impossible to really access Zendesk data in a convenient way for any teams that need insight into specific tickets.
Zendesk experience
What do you like best about the product?
I was a big fan of the seemlesss integration.
What do you dislike about the product?
Took some time to get used to the process of submitting support requests.
What problems is the product solving and how is that benefiting you?
Zendesk has been implemented as the front facing client help desk.
Easy to use, love the workflows
What do you like best about the product?
The workflows make it so easy for the work to happen behind the scenes.
What do you dislike about the product?
Mostly just that it's easy to be CCed on a ticket that has nothing to do with me.
What problems is the product solving and how is that benefiting you?
Communication with clients in a trackable, searchable way.
Support Help is Great!
What do you like best about the product?
I love the ability to check the status of my customer's tickets within our support team.
What do you dislike about the product?
I believe the CSAT page could have some more to it. Being on both sides of the fence with Zendesk CSAT I know there's typically some gray area when it comes to what people have to say and I don't believe it's fully receptive to that.
What problems is the product solving and how is that benefiting you?
Filing support tickets with my customers to make sure their platform pain is resolved in a quick manner.
Easy to use help desk system
What do you like best about the product?
The ability to create macro responses makes it super efficient for a support team to respond quickly to customers.
What do you dislike about the product?
Their mobile app at this particular moment is pretty awful.
What problems is the product solving and how is that benefiting you?
Zendesk allows a support team to answer client issues in an easy and effective manner.
Recommendations to others considering the product:
Zendesk is a great help desk solution for having your customers questions get answered in the form of ticket submissions. Agents can easily apply a macro, or answer with further details.
Best CRM I've worked with
What do you like best about the product?
Dynamic nature of the UI. Changes can be seen quickly, and multiple people can be working on a ticket at the same time (and you can see who else is viewing/editing)
What do you dislike about the product?
The tab feature for tickets/views is nice, but unwieldy at times.
What problems is the product solving and how is that benefiting you?
We switched from Parature to Zendesk at the beginning of the year. Vast improvements; workflows are faster and smoother, and it's overall much better.
Recommendations to others considering the product:
Apps are very powerful, and it's possible to create your own.
Great for Collecting user questions and feedback, could use more customization options
What do you like best about the product?
I like the ease of use of Zendesk. It is a great tool to be able to track incoming requests as tickets, field them to the correct agents, view metrics, and pass information. My team uses Zendesk internally, so I can only speak to that use case. I like the ease of handling tickets and assigning them to the correct members of my team. I also like the ease of linking tickets, so when we get duplicate questions they can be answered right away. I love the macros, which makes it easy to quickly answer tickets with existing text. The ability to create custom views is very helpful, particularly to have different views for answered, unanswered, and all sorts of tickets. I also like how we are able to track what teams in the company are asking questions based on the group they are assigned to.
What do you dislike about the product?
I would like to be able to add greater customization to Zendesk. For example, "Type" is a field that cannot be edited. However, the ticket types my team uses are different from other teams and it would be great if i can add custom type options for my views. Also, the settings page for a manager to customize what Zendesk looks like for a team is not very intuitive. It would be nicer to have an easier to use settings page and make it easier to make certain features or views available to multiple groups, instead of having to do that for one group at a time. There are definitely some kinks, but overall Zendesk has been really helpful.
What problems is the product solving and how is that benefiting you?
As a product team, we were looking for a way to have product questions, requests, and feedback come in through one ticketing system when we release new products each cycle. Zendesk has allowed us to do so by having one email that all employees in the company can write to and the whole product team can view. It also helps us make sure that our team answers and fulfills all requests and no request is left undone.
Recommendations to others considering the product:
Zendesk offers great training sessions and workshops to get started with the product. I definitely recommend attending one to learn the basics and make best use of the product for your team and company.
Powerful chat app but lackluster design
What do you like best about the product?
There are some really great analytics built into the Zendesk chat, including viewing where viewers are on your site with a live view. I found myself always sitting on that page to see where users were going and how many visitors we had on the site.
What do you dislike about the product?
I dislike the design options of zendesk chat, and I strongly dislike the fact that the chat box is so large on page load without the ability to shrink it down to a smaller icon. For this reason I switched over to olark.
What problems is the product solving and how is that benefiting you?
We just needed to chat with site visitors.
Recommendations to others considering the product:
Check out Olark. It's the same level of features but more modern UI. Much better looking IMO.
Help Articles
What do you like best about the product?
It is very easy to use and has all tools for an efficient help article
What do you dislike about the product?
Minor formatting issues that I had to figure out
What problems is the product solving and how is that benefiting you?
Helping clients understand our product better
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