Zendesk Suite
ZendeskExternal reviews
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Email based ticketing system, amazing efficiency.
What do you like best about the product?
The efficient nature of the email based system.
What do you dislike about the product?
There are not enough mass editing options.
What problems is the product solving and how is that benefiting you?
Being able to handle many customers at once. We are more efficient than we have ever been.
Recommendations to others considering the product:
Give it a shot it will improve your efficiency.
Great Ticketing System with great features
What do you like best about the product?
I like how many integrations that ZenDesk Supports. I also like the level of customization and automations.
What do you dislike about the product?
The UI is a bit unintuitive and sometimes finding features and settings can be confusing
What problems is the product solving and how is that benefiting you?
ZenDesk has greatly improved workflow with integrations and automations
I support users every single day. Zendesk is a solid tool.
What do you like best about the product?
I love the robustness of ZD and it's ability to easily respond and track user responses.
What do you dislike about the product?
They've had some downtime lately. Unfortunately, this is becoming the norm to expect out of ZD. I'll looking forward to them getting their act together in dev-ops.
What problems is the product solving and how is that benefiting you?
social media responses.
Bug tracking.
HUGE improvement in response time.
Bug tracking.
HUGE improvement in response time.
Recommendations to others considering the product:
Zendesk is pretty much THE best support helpdesk out there. It's definitely the Standard and for good reason! Dive in, you won't be disappointed.
Review of Zendesk
What do you like best about the product?
I like the ability to quickly communicate between multiple departments, use both internal and external comments, and pull reports on tickets.
What do you dislike about the product?
I don't necessarily dislike anything about zendesk.
What problems is the product solving and how is that benefiting you?
The business problem that we are solving with Zendesk is the ability to track, report, and communicate between multiple departments as well as with the client.
Recommendations to others considering the product:
It has great user-ability for both internal and external use.
Good functionality for the price
What do you like best about the product?
Cross-functionality with other products. It can interact with many other systems.
What do you dislike about the product?
format and depth of integration. I like the format for tracking issues in some other systems that are part of a whole CRM system, and I dislike that I can't integrate with my CRM as much as I would like. So the interoperability is broad, but not as deep as I would like.
What problems is the product solving and how is that benefiting you?
Ticket management for problems. Knowledge base for customers.
Recommendations to others considering the product:
It's a fair product for the price. They've got tiers of service, and we found it works for what we want to do, for the most part. Certainly way less expensive than some other options.
Quick, compact, and intuitive!
What do you like best about the product?
It automatically opens tickets into internal tabs, so you can keep your browser compact - when trying to source a solution this cleanliness is invaluable!
What do you dislike about the product?
It can take a bit of getting used to because it has so many features.
What problems is the product solving and how is that benefiting you?
General customer support - it's a great tool for organizing and making sure we can follow up no matter what. Nothing through the cracks!
Customer Support Wizard
What do you like best about the product?
I love the widgets! So helpful to have everything I need on one page.
What do you dislike about the product?
Setting up macros and/or views is not super intuitive. It takes a little guess work if you are new to the system
What problems is the product solving and how is that benefiting you?
Using root issues we are able to identify and track trends in customer requests
The best customer service tool out there!
What do you like best about the product?
ZD is very easy to use, it has an excellent user interface and definitely simplifies workflows. It's cloud based so you can access it anywhere (even on the app!). I also like how it gives a holistic view of what's going on in the customer service landscape... how many tickets are new/ weekend tickets/ etc. You can also see who's working on what and the status of each ticket. Super user friendly :)
What do you dislike about the product?
You can't go back and edit a ticket, it gets a little confusing when there's multiple emails for a customer (and an email may be in use already), and it lags from time to time. The ticket search function also lags sometimes too!
What problems is the product solving and how is that benefiting you?
We time to the best level of customer service in a fast timely manner...
I've realized various benefits - we're able to answer tickets in a fast manner and all departments can see what's going on. ZD is also very user friendly and allows me to prioritize
I've realized various benefits - we're able to answer tickets in a fast manner and all departments can see what's going on. ZD is also very user friendly and allows me to prioritize
Recommendations to others considering the product:
Super easy to use and it's a startup's best friend!
Comprehensive but buggy
What do you like best about the product?
I love how robust Zendesk's reporting capabilities are. I can build reports on more or less anything I'd like to know about our support
What do you dislike about the product?
Zendesk can be buggy occasionally--sometimes pages won't load, or the phone capabilities will cut off randomly which requires a browser reboot
What problems is the product solving and how is that benefiting you?
I'm gaining amazing insight into the kinds of product changes that need to happen for my company
Easy to use, great software tool
What do you like best about the product?
Love how easy it is to use Zendesk. I didn't need any training or long user guide, i was just able to log in and try out the different features without issue. Was also really easy to set up our support resources section.
What do you dislike about the product?
Doesn't seem like you can give agents access to thinks like client information such as address etc. without giving them administrative access. Our agents need access to information like this for trouble shooting and for sending out replacement parts etc.
What problems is the product solving and how is that benefiting you?
Needed a great client support tool that would give every one of our clients quick, efficient levels of support regardless of their preferred channel of communication (phone, email, chat, etc.)
Recommendations to others considering the product:
Definitely try out the free trial. Once you see how easy it is to set up and use, you'll see the value first hand. While Zendesk doesn't allow for quite as much customization as I'd like when it comes to branding of emails etc. its great for focusing on client support through multiple channels.
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