Zendesk Suite
ZendeskExternal reviews
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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.
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.
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