Zendesk Suite
ZendeskExternal reviews
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CRM that continues to innovate
What do you like best about the product?
I like that it is easily customizable with different companies' needs and support standards. I've used Zendesk across 3 different companies, and each has reporting and analytics set up differently (not incorrectly). It is very communicative with the customer as well, letting them know there is a ticket submitted for confirmation and that there will be an answer, as well as confirmation when the ticket is resolved.
What do you dislike about the product?
I actually dislike that the level of communication is not able to be modified. Many users request that the "solved" ticket not be sent, as do the internal teams, but somehow I have never seen an end to it.It's also not very straightforward on the reporting/data aspect.. Zendesk has its own language for analytics, and without their "key" or cipher, its almost impossible to do yourself. One of the companies I utilized Zendesk with was Enterprise and they were almost as unwilling to help/set things up as the basic user profile. That to me doesn't seem great.
What problems is the product solving and how is that benefiting you?
It provides insight into the support team and constant support to our customers. While I don't utilize the live chat at my current company, we used it in the past, and it was extremely useful. The FAQ/support center is also extremely beneficial (however, also frustrating).
Recommendations to others considering the product:
Be prepared to learn the tool inside and out to set it up...
Ability to resolve customer's issues quickly
What do you like best about the product?
I like the ability of creating views for my accounts to see when people are writing in a bunch of tickets. I also like the ability to be copied on a ticket that needs escalation. It's integration to gmail is slick because it allows me to click on the ticket and will redirect me to the ticket inside of Zendesk. The ability to see different views as to my liking is really nice.
What do you dislike about the product?
I don't like that sometimes it copies me on tickets where other times it doesn't. The threads can get confusing of where the message stopped and started.
What problems is the product solving and how is that benefiting you?
Responding quickly to customer's issues in a timely manner and being able to report off of the the time it takes to actually respond to customers.
Zendesk nailed our requests!
What do you like best about the product?
I like the fact that Zendesk is very professional. It was pretty easy to set up. We were able to handle requests from our customers in no time.
What do you dislike about the product?
The UI. I feel like it can be improve and made much more simple.
What problems is the product solving and how is that benefiting you?
We create software and we need to have technical/sales questions resolved.
Works Well, Pretty Straightforward
What do you like best about the product?
I like that it automatically updates tickets when a customer responds to something, and that it also re-opens a ticket if I close it and the customer responds.
What do you dislike about the product?
The settings are a bit oddly-placed and hard to find. I have to dig through multiple menus to see which agents are online and who's on break/lunch.
What problems is the product solving and how is that benefiting you?
A few other ticketing systems have been tested by our company, but Zendesk is the most sturdy and reliable. It gets slow and times, or sometimes goes down (like any server-based service), but they do a good job of reporting known issues on their website.
Recommendations to others considering the product:
I'm happy with the improvements made that put all the icons in one corner of the screen, instead of putting some on the top and others on the bottom.
Zendesk allows everyone in our organization to stay on top of tasks
What do you like best about the product?
The best part is that everyone can see what the status of a ticket is, no matter who opened it. I can also set reminders to follow up with that ticket.
What do you dislike about the product?
Needs more customization. We have very specific issues, need to be able to customize support more.
What problems is the product solving and how is that benefiting you?
Biggest issues we face are many issues coming all at one time. Keeping up with everything with Zendesk has been very helpful for things to not fall through the cracks
Zendesk Review
What do you like best about the product?
After using Zendesk for two different employers now, I can attest that it's easy and intuitive to get the hang of. It also seamlessly integrates with talkdesk and zopim (chat) which I use as part of my job as well.
What do you dislike about the product?
When I open a new tab or open a new ticket and the screen refreshes, my talkdesk status is always changed to "available" (no matter what the status was before) and I've gotten a few calls this way the moment this happened, even though I was not prepared for a call.
What problems is the product solving and how is that benefiting you?
We are solving the need to have a help desk, phone support, and live chat with an all-in-one solution.
Recommendations to others considering the product:
Highly recommended for help desk!
My Zendesk Review
What do you like best about the product?
Super easy to use, easy to setup. Integrates with a ton of apps
What do you dislike about the product?
they dont have on demand agent accounts.
What problems is the product solving and how is that benefiting you?
customer service interactions in one place
We use ZenDesk in a customer support environment for user and partners
What do you like best about the product?
Easy system to organize tickets. Setting up personal views is convenient as well as ticket sharing.
What do you dislike about the product?
ZenDesk can become sluggish at times and take a bit of tweaking to set up SLA the way we need it. I've had a problem with recipients not receiving a ticket I sent and it was not easy to see what the problem was.
What problems is the product solving and how is that benefiting you?
We are a payment processor for crowdfunding sites and merchants. We get a massive amount of tickets and ZenDesk is great at organizing it all and helping keep us with SLA. We are able to share tickets with certain partners.
Functionality is the key
What do you like best about the product?
The ability to access support tickets while on the road.
What do you dislike about the product?
While accessing support tickets on the road, the app does not allow me to see who else may be viewing the identical ticket and as a result there is sometimes responses made from different support folks for the same ticket because they cannot see one another in the ticket.
What problems is the product solving and how is that benefiting you?
Traditional customer service elements. The management system allows my colleagues and I to directly manage our own support requests but to comment on one anothers.
Recommendations to others considering the product:
It has an easy to use interface and allows for users to see tickets across the board.
Great software with an easy to use interface
What do you like best about the product?
Easy to use
Pretty straightforward
Good for communicating
Pretty straightforward
Good for communicating
What do you dislike about the product?
Sometimes tasks get lost
Not always quick to find the support cases
Not always quick to find the support cases
What problems is the product solving and how is that benefiting you?
Customer support
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