Zendesk Suite
ZendeskExternal reviews
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Zendesk Review Feb 2017
What do you like best about the product?
Views and Reporting - there are lots of ways to slice and dice the data. Lot of ways to customize views for the team and personal use. We are always making improvements for the ways that the support team uses Zendesk and getting Zendesk to work for us.
What do you dislike about the product?
They do seem to have performance issues on the regular but are very transparent about it and they get resolved quickly.
What problems is the product solving and how is that benefiting you?
We use Zendesk for support tickets. Although we are going to move our support documentation over to Zendesk as well.
Great Customer Support Tool
What do you like best about the product?
Zendesk is a great, easy to use out of the box solution for customer service. I work mostly on the help content side of our business, and this tool has been great. Zendesk allows us to customize the CSS, which has helped us to match the customer experience with our help content to that of the software we sell. We can categorize articles and use tagging to make content more findable. The reporting capabilities are also providing us with some insight to help us behave more strategically as an organization.
What do you dislike about the product?
Some of the tools could be a bit more robust. For example, the ZCC me tool (BCC Me) allows agents to copy in a BCC email address when sending emails through the system. It would be really great if this tool would permanently hold that BCC me email address on all tickets so agents wouldn't have to manually post it each time. This would allow for more visibility across teams in our organization into what is happening with customers, especially since our sales and support team use two different systems.
What problems is the product solving and how is that benefiting you?
We have doubled the amount of article views in our help content over the last 6 months or so. We have done this by monitoring the reporting, incorporating Google Analytics to identify search terms and then tagging the appropriate articles based on key words our customers are using. This has made content more readily available to our customers, reducing the amount of support tickets created.
Recommendations to others considering the product:
When using Zendesk, make sure you have the resources internally to do the customizations you would like and that you can get Zendesk to talk to the other systems you use.
Great way to reach international customers
What do you like best about the product?
We like the ability to transfer chats between departments, tell what country people are contacting us from, and other important information like what operating system they are on (for tech support). It also gives back a lot of great analytics to track wait times etc.
What do you dislike about the product?
We wish the analytics were expanded a bit more, and were more customizable. We'd like to also be able to have better ways of integrating it into our website and/or in-product.
What problems is the product solving and how is that benefiting you?
We have really been able to reach to our international customers in a way where we weren't able to with our old chat system. Zendesk chat offers a great auto-translate feature we use quite often.
Recommendations to others considering the product:
There are some limitations, so definitely compare it to other options to be sure it meets your company goals/needs.
Great helpdesk queue, easy to prioritize, track Csat,
What do you like best about the product?
easy managability of ticket requests.
easy to build in and update macros.
easy to integrate apps from the marketplace that help track time etc, offer real time chat.
easy to build in and update macros.
easy to integrate apps from the marketplace that help track time etc, offer real time chat.
What do you dislike about the product?
bugginess. also server based so when the data center goes out, our helpdesk is down. we had several outages caused by this.
What problems is the product solving and how is that benefiting you?
Honoring and surpassing our SLAs
helping us to be more accessible to users via live chat.
helping us to be more accessible to users via live chat.
Easy and useful support management tool
What do you like best about the product?
Easy to manage tickets coming in, assign to coworker, make internal comments, resolve issues
What do you dislike about the product?
It is sometimes frustrating when Zendesk sends out too many alert emails to the customer. We sometimes forget to mark a ticket as solved and later on we have to solve it, then the customer gets an email which can be awkward. We usually change the requester field to ourselves to get around this.
What problems is the product solving and how is that benefiting you?
We can manage the workflow of questions coming in in a timely manner and ensure all issues get addressed.
Zendesk helps us achieve better customer service
What do you like best about the product?
We are in the industry of Technology it very important that we always stay in communication with our client especially when they are experiencing issues. Zendesk is a tool that assists in doing that and has been very effective in allowing us to stay organized while responding to client concerns.
What do you dislike about the product?
There really is not much about Zendesk that we do not appreciate in our organization. Although there has been a few incidents where our client's have complained that they never received a response, but this again is rare and we are not sure if those client actually ever reached out to us to begin with regarding their issues.
What problems is the product solving and how is that benefiting you?
We are in the internet marketing field specifically focused on the Storage Industry and we consistently receive request through Zendesk regarding client issues
Recommendations to others considering the product:
Try it out, it has helped our organization a lot in answering client's in timely matter.
Zendesk Review
What do you like best about the product?
There are no ticketing systems that are perfect, but Zendesk is great for small to medium sized teams. It's reporting is great, and it's intuitive and easy to use.
What do you dislike about the product?
I have to download some reports to excel and then work with the numbers there because I can't combine certain graphs which would be helpful.
What problems is the product solving and how is that benefiting you?
Our response time is down.
Recommendations to others considering the product:
Consider how many agents you need. We started using Desk when we had 3 agents, and moved to Zendesk at 8. From recommendations I get in the industry we do not want to move to ServiceCloud until we are at over 50 agents.
Zendesk review
What do you like best about the product?
It's very easy to use and setting up personal views is great.
What do you dislike about the product?
If you're not a developer, functionality is limited to general usage.
What problems is the product solving and how is that benefiting you?
Efficient support handling, easy to get information to the right teams.
Professional ticketing system
What do you like best about the product?
I like the filters you can set up, it makes it helpful to see all your tickets in one place.
It also has a alert option that lets you know when a ticket is assigned to you.
It also has a alert option that lets you know when a ticket is assigned to you.
What do you dislike about the product?
It's kind of pricey and also there is a limit of how many people can be using Zendesk.
What problems is the product solving and how is that benefiting you?
Keeping track of support requests for multiple newspaper websites.
It is nice to be able to assign tickets to other people and check the status of them.
It is nice to be able to assign tickets to other people and check the status of them.
Recommendations to others considering the product:
It is good for keeping track of support tickets if you're willing to pay for it.
Easy to navigate once you know how to work it.
What do you like best about the product?
Easy navigation throughout the site. Users can also modify what they see by changing their views and add groups. The views help differentiate the problems as well as the agents working on the issue. Internal notes help with adding messages to only internal users. We work as the middleman to help resolve the problems rather than emailing the user back and forth. It becomes easier with time to understand.
What do you dislike about the product?
The site usually has issues when it comes to loading and it can also be bit slow at times depending on the server connection. Besides the connection, the app is user friendly but you would need to play around with it to understand the different aspects which becomes time consuming. This can get confusing at first but you will get the hand of it. One difficulty would be when using the phone app to make calls, it would automatically get inputted into the wrong ticket which makes it harder for the agents.
What problems is the product solving and how is that benefiting you?
We solve user issues over zendesk to both students and faculty. We find it easier to communicate through this though recent changes has been confusing. Most of the times it will come to a freeze and the site will not connect. Other than that, the separate views helped agents handle each problem accordingly to meet the customers satisfaction requirements.
Recommendations to others considering the product:
You need to play around with it a bit to get the idea of it.
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