Zendesk Suite
ZendeskExternal reviews
6,483 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Really great Ticketing tool
What do you like best about the product?
Allows transparency across teams and team members. From my Support team to my development team, we can see all facets of a user
What do you dislike about the product?
Not a huge fan of how they set ticket status. Really enjoy how HelpScout accomplished this with pending, open and on-hold. Think Zendesk can certainly improve this.
What problems is the product solving and how is that benefiting you?
Seamless customer communication and resolution of support tickets
Worse than Salesforce Desk at some things but better at more!
What do you like best about the product?
Lots of great apps and integrations! Good team management. Awesome automations and triggers options. Good reporting, though someone complex to set up.
What do you dislike about the product?
Missing some basic email functions like BCC and Forwarding. Attachements get sent as DL Links rather than actual attachments. No customization for search results view. No ability to split tickets easily.
What problems is the product solving and how is that benefiting you?
Organization and management of support cases. Compared to just using email, it's irreplaceable! The ability to provide live chat as well is crucial for our customer base.
Recommendations to others considering the product:
Make sure to set everything up carefully at the beginning as changes down the road can lead to lost data. Also, understand how important Tags are for Views and Reporting! Make sure all of your custom fields add a tag, but don't have people manually tag stuff.
Zendesk for tracking work and collaborating with various teams
What do you like best about the product?
* Track work in one clear thread
* Advanced search capabilities: I can easily search for a ticket using complex search parameters
* Collaborate with various teams in your company. Ticket can be logically passed across teams as each phase of work is completed. This is ideal for tracking work progress.
* Advanced search capabilities: I can easily search for a ticket using complex search parameters
* Collaborate with various teams in your company. Ticket can be logically passed across teams as each phase of work is completed. This is ideal for tracking work progress.
What do you dislike about the product?
*Integration with outlook could improve.
* More formatting options made available (e.g HTML mode in Outlook provides a richer set of tools for formatting emails)
* More formatting options made available (e.g HTML mode in Outlook provides a richer set of tools for formatting emails)
What problems is the product solving and how is that benefiting you?
*Keep track of work and customer requests in an organized fashion.
* Escalate / pass work to various teams as the project moves to a different phase of it's life cycle.
* Escalate / pass work to various teams as the project moves to a different phase of it's life cycle.
Intuitive, gets the job done
What do you like best about the product?
Zendesk is very intuitive, customizable to our specific needs, and makes answering support questions easy and effective. Zendesk makes me more productive and creates a fun experience. The Help Center makes adding, editing, and keeping help docs up to date so easy! Especially when products are always changing.
What do you dislike about the product?
No complaints really, I had a few issues with the old UI, but my concerns seem to be fixed with the new update. It is now cleaner and easier to view reports and tickets with comments.
What problems is the product solving and how is that benefiting you?
We use zendesk for customer and lead support questions and help documentation. Without zendesk we would have email support that is disorganized and time consuming and old help docs that are not helpful. The benefits of zendesk are plenty!
Very efficient.
What do you like best about the product?
Loved being able to communicate with clients and help them as much as possible. I loved being able to send relevant articles to clients. That truly made me feel like we were making their experience a more positive one.
What do you dislike about the product?
Nothing, really. I enjoyed most aspects, but maybe the app could be better.
What problems is the product solving and how is that benefiting you?
I was able to provide much better customer service to clients. I loved knowing that customers felt taken care of. It made interactions with clients/customers go much smoother.
Zendesk for growing team
What do you like best about the product?
Customization. As teams expand, you need more control over who gets what, who sees what, and who handles certain types of cases. Zendesk makes this possible.
What do you dislike about the product?
There are some features that have been requested for years on the ZD feedback site that are not implemented, namely the ability to easily wipe closed tickets from your ZD account.
What problems is the product solving and how is that benefiting you?
Handling support request.
Zendesk is a good knowledge base portal
What do you like best about the product?
I liked the interface a lot. It is easy to use and navigate.
What do you dislike about the product?
The custom analytics are awful. I still have never been able to understand how to adjust our custom analytics.
What problems is the product solving and how is that benefiting you?
We houses our tutorial articles. We are able to help our clients better understand our tool with zendesk
Zendesk -light, agile support
What do you like best about the product?
Ease of use, and change management. Its incredibly easy to deploy (fresh start or migration) The agent interface is easy to navigate for agents, all of the sidebar options are direct and fast, they are not weighted down with long menu options. The ease of use comment comes from it being fully integrated platform across Chat, Analytics, Voice and (robust) analytics.
What do you dislike about the product?
In the past, it was hard to get Zendesk PM's to release information about upcoming features that may break features/code you have rolled out within your own team -via API / end points, but those days are long gone, they are much more transparent about upcoming releases honestly most of the past pain points have gone away.
What problems is the product solving and how is that benefiting you?
Customer satisfaction with a reasonably priced platform - we solved it all with Zendesk.
Higher satisfaction: better ticket tracking/flow, deep insights, CSAT surveys, meaningful SLA's
Lower pricing: savings out of the gate, as well as post-implementation support which can mostly be down in -house (no $400/hr post implementation support reps taking advantage of you)
Higher satisfaction: better ticket tracking/flow, deep insights, CSAT surveys, meaningful SLA's
Lower pricing: savings out of the gate, as well as post-implementation support which can mostly be down in -house (no $400/hr post implementation support reps taking advantage of you)
Recommendations to others considering the product:
Consider service channels, like Chat and Voice. If you plan to use them, and need rich Analytics (GoodData comes bundled free) Zendesk is a hands down winner. If you only need email, and have an incredibly low volume of tickets, the others in this space do an 'ok' job within a similar price range. With that said, the support from Zendesk PM's and the ZD community are incredible. Unlike others in this space ZD has a huge (super responsive) community that has already done what you're trying to do.
great tool for a small support team
What do you like best about the product?
Very cheap but has all features you will ever need. Triggers and automation rules allow to set up advanced notifications, so no tickets will be lost. But at the same time interface is very simple, modern and easy to use.
What do you dislike about the product?
Low quality on site widget, after they discard the older version, the new version is not supporting pre-filling question details. Maybe it was not a popular feature, but losing features after an update not felt right.
What problems is the product solving and how is that benefiting you?
Managing questions, bugs, feature requests and other issues with our customers.
Recommendations to others considering the product:
If you have a small team and don't need live chat integration - Zendesk is very good solution for a customer support team.
Great Experience Thus Far With Zendesk!
What do you like best about the product?
The support ticket system is great which allows team members to internally comment on specific tickets for better organization and communication.
What do you dislike about the product?
It had a bit of a learning curve but I wouldn't call it a dislike as the system is complex and just takes a bit getting used to.
What problems is the product solving and how is that benefiting you?
Most of our tickets came in via email in which we could not track which team member was handling what. Now we can see which tickets have been addressed and which still need to be.
showing 2,711 - 2,720