Zendesk Suite
ZendeskExternal reviews
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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
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.
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