Zendesk Suite
ZendeskExternal reviews
6,483 reviews
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Nice well-thought out support tool
What do you like best about the product?
I'm a fan of how easy it is to keep track of support tickets-- the alerts and updates are timely and relevant, and I like how it's easy to give feedback for support interactions. I also like that a ticket can be started just be sending an email.
What do you dislike about the product?
Not sure if this is a realistic expectation, but when I receive a ticket it would be nice if there was some sort of time estimate included so it didn't seem like the ticket just gets thrown onto the vast pile. The confirmation email is helpful, but more information about volume and wait times would be nice.
I also wish that feedback was anonymous. I've had support agents email me, upset that I said I did not feel problems were resolved to my satisfaction.
I also wish that feedback was anonymous. I've had support agents email me, upset that I said I did not feel problems were resolved to my satisfaction.
What problems is the product solving and how is that benefiting you?
Technical support is received a lot more quickly now that we've started using zendesk. I used to call in when I had a problem, but now starting a ticket is enough.
Recommendations to others considering the product:
If you can get a trial of the product, I definitely recommend it because it's very intuitive and the flow of updates, confirmations, and reminders is very logical and keeps the process moving. Trying it yourself is the best way to see this. I find that problems get resolved so much faster since we started using Zendesk.
Zendesk: A lot better than I thought it would be
What do you like best about the product?
The ability to update tickets early through email, website or mobile app. i also like the updates displayed on the left side of the website.
What do you dislike about the product?
The user interface is a little confusing to navigate and I don't like how you can submit as open instead of just saving an update.
What problems is the product solving and how is that benefiting you?
The organization of all tickets that we have. The ability of a client to create tickets and just get help in general.
Zendesk brings peace and comfort
What do you like best about the product?
Zendesk is extremely easy to use. The dashboard is really user-friendly. It's nice to have the peace of mind that our customers have an easy way to reach out when they need support.
What do you dislike about the product?
My only complaint is about the chat widget. You can only have chat active or emails/knowledge base. You can't have all three.
What problems is the product solving and how is that benefiting you?
We have an open communication with our clients. We have the ability to meet their needs and answer any questions they have. It helps us become more available than ever before to our customers.
Recommendations to others considering the product:
Learn the tools first and then deploy. Zendesk has a great Knowledge Base. Although you can easily get through it on your own, utilize Zendesk's available resources.
Zones has been great
What do you like best about the product?
The interface is easy to use and the integrations are useful
What do you dislike about the product?
Having multiple accounts has been frustrating with difficulty in combining data.
What problems is the product solving and how is that benefiting you?
Tracking support requests
Recommendations to others considering the product:
Integrations
Zendesk Review as a User
What do you like best about the product?
I like how you can set reminders on tickets for follow up. This feature is so helpful because it allows us to be on top of reach out to new clients. It also helps with proactive reach out which is important for client retention.
What do you dislike about the product?
I don't like the page layout, I feel as if there is too much on the screen. The middle section for client response should be expanded more. It just seems very crowded and not that user friendly.
What problems is the product solving and how is that benefiting you?
We are using Zendesk as a way to track communication with clients. We are able to onboard new clients as well as keep a consistent communication with existing clients.
Recommendations to others considering the product:
It would be great if you could include more information on clients like contracts and all points of contact within Zendesk.
Great Ticketing System
What do you like best about the product?
Zendesk is a great way to track all of our tickets, and keep ensure they are being closed out in a timely manner.
What do you dislike about the product?
I honestly can't think of anything ZenDesk could be doing better. It is a fantastic tool.
What problems is the product solving and how is that benefiting you?
Zendesk allow our users to log issues easily via email or web portal, and track any updates.
We have just went Live with the new software
What do you like best about the product?
I like having the options to add more details to customers accounts.
What do you dislike about the product?
I am a new user so not much to say about disliking the product
What problems is the product solving and how is that benefiting you?
I work in customer service so we are always supporting customer ordering needs
ZenDesk Review
What do you like best about the product?
The tracking of action taken with each request for assistance, the ability to create canned responses for the repeat issues from users and the forward to another admin for issues. The ability to take screen shots to send to users regarding a variety of issues and problems.
What do you dislike about the product?
We were in a consortium and at first it was smooth, then our consortium decided to "group" all users together and it made it difficult to service our customers. Too many chefs in the kitchen. Other admins from other institutions did not pay special attention to incoming customer requests. They started answering all request no matter where they were located creating much confusion for our customers.
What problems is the product solving and how is that benefiting you?
Requests for college online lms issues, login, password resets, clarifying submission instructions of their course work in the lms being used at the time. etc.
Recommendations to others considering the product:
Zendesk was good to use and I would use it again if given the opportunity.
Easy to manage multiple email accounts.
What do you like best about the product?
I like using Zendesk because it puts all of our inquiries from customers in one place. I don't have to worry about checking 14+ different emails for our associations.
What do you dislike about the product?
The help team isn't always responsive in a timely manner.
What problems is the product solving and how is that benefiting you?
I realize that we could not properly manage all of our emails without Zendesk, and we are able to better support the members of our associations.
Zendesk All Day Every Day
What do you like best about the product?
It's easily learned and helps prioritize and manage tickets effectively.
What do you dislike about the product?
The inability to forward messages, that attachments appear as links below signatures (not very intuitive for our customers to find).
What problems is the product solving and how is that benefiting you?
Both Customer Success and Customer Support. Zendesk is a great organization tool that helps manage and prioritize each day's tickets.
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