Zendesk Suite
ZendeskExternal reviews
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Support Desk
What do you like best about the product?
Zendesk is very easy to use and track support logs.
What do you dislike about the product?
Views could be better. Allowing each support agent to customize the look of what they see could be cool.
What problems is the product solving and how is that benefiting you?
Have been able to quickly help customers.
Invaluable Tool
What do you like best about the product?
Love that I can login and use it anywhere and the interface is easy to use and pleasant to look at. Love the search features and the use of mark down code.
What do you dislike about the product?
Does not have a great solution for clients using the product for international customers working across multiple time zones.
What problems is the product solving and how is that benefiting you?
We use this to support our customers with technical issues and love the integration with MS CRM which allows us to pull customer information quickly.
Recommendations to others considering the product:
Great tool for both small and large scale support systems.
Easy to use HelpDesk communication tool.
What do you like best about the product?
Setting up ZenDesk for my company's environment was extremely simple. With little efforts, we had a number of agents helping our end users with a variety of needs. Customizing our ZenDesk allowed us to expand from just an IT/Computer HelpDesk to an overall "one stop shop" for a variety of different requests.
What do you dislike about the product?
It can be a little confusing for end users to know where to look for their already existing tickets. We encourage users to check the status of tickets through the web interface, which now defaults to the Knowledge Base. We have had to retrain our end users on how to find the tickets.
What problems is the product solving and how is that benefiting you?
Our end users are able to report problems with their IT/Computer issues. Agents are able to respond back with questions or guidance on how to fix things without have to spend a lot of time in back and forth phone tagging or dispatching technicians to the sites. In addition, when an office is in need of certain supplies (marketing, facility, etc.) they can use the HelpDesk to make those requests and the appropriate agent will take care of the need.
Recommendations to others considering the product:
At a networking event recently, I overheard someone saying their HelpDesk system did not have much flexibility. I instantly gave them information on ZenDesk.
Great for support ticket system
What do you like best about the product?
It's easy to see where each ticket is at based on the need of the customer. Questions that require more research can stay in pending mode with internal, as well as, external notes.
What do you dislike about the product?
The interface looks a little outdated but other than that nothing.
What problems is the product solving and how is that benefiting you?
It has made tracking support tickets so much easier. It also is helping with support emails going to individual people.
Recommendations to others considering the product:
If you need a software where all support related items can go to one place and any user can solve this is the software for you!
Overall a great help desk for our team
What do you like best about the product?
The program is pretty customizable -- that is by far my favorite feature. We've had to revamp our helpdesk process a couple times, and, overall, Zendesk is capable of fulfilling our needs every time we did over haul things. If you have SLAs, you can see color coded timers that let you know you are about to break those agreements. The dashboard fives you a lot of flexibility to analyze the data that is important to your team.
What do you dislike about the product?
There are only 1 thing that really bugs me about Zendesk - once you close a ticket, NOTHING can be edited. So if you decided to run an analysis that requires an additional piece of data, there is no way to add.or edit that data point for all closed tickets. For example, we decided to track tickets by individual organizations rather than the unbrella organizations, but all 3 yrs worth of closed tickets could not be changed. We had to export the data and change it outside of Zendesk, which is okay, but it was seriously inconvenient.
What problems is the product solving and how is that benefiting you?
A platform for our product/customer service to team to improve how we communicate with customers that need help with our product.
Recommendations to others considering the product:
This is the only helpdesk software I have ever used, and don't think I would consider other ones at the moment. It's easy to use, customizable, and has great data analysis tools.
Solid Help Desk Support System
What do you like best about the product?
-muliple methods of ticket submission (email, online)
-easy to manage tickets
-lots of integrations with different apps (JIRA On Demand, Slack, etc.)
-easy to use API
-large library of rules
-easy to manage tickets
-lots of integrations with different apps (JIRA On Demand, Slack, etc.)
-easy to use API
-large library of rules
What do you dislike about the product?
-mobile app is rather poor
-poor disconnect between new and old features
-poor disconnect between new and old features
What problems is the product solving and how is that benefiting you?
Zendesk provides our organization with an easy to use ticketing help desk system to better interact with our customers and keep track of requests, issues and more.
Recommendations to others considering the product:
Zendesk has so many great features which must be enabled. Stay on top of all the new features to maximize your experience. We have fallen behind and as a result, we are not utilizing the software to the full extent.
Zendesk Review
What do you like best about the product?
It's easy to use. You can customize it for your team.
What do you dislike about the product?
Sometimes it has synching issues with our phone system.
What problems is the product solving and how is that benefiting you?
Customer inquiries.
Costumer Service
What do you like best about the product?
Well organized and intuitive. Everything is in one place, e-mails and social media. Knowledge base. Live chat. Mobile app is very useful.
What do you dislike about the product?
On first it looks too robust and complicated, but it is not. Some features need improvement.
What problems is the product solving and how is that benefiting you?
Costumer Support. I was working same things over phone, but this is much more easier and allows you better help.
Recommendations to others considering the product:
It makes communication and help with costumers and users much easier.
Zendesk has been great
What do you like best about the product?
I love that Zendesk has continued to add new features and functionality at a quick pace. They've also done an excellent job building a collaborative relationship with us. We are in touch frequently, receive excellent guidance, and work together to meet our goals.
What do you dislike about the product?
There is nothing in particular to dislike about Zendesk. We have not had any issues significant enough worth mentioning.
What problems is the product solving and how is that benefiting you?
We have implemented a lot of business process automation and our agents are working more efficiently than they ever have previously. We're also offering a self-help portal using their Help Center which has been very easy to use for both administrators and user.s.
Zendesk achieves what it states it does
What do you like best about the product?
The interface is simple and intuitive. It's not cluttered by unnecessary items and highly easy to use for any platform. It allows us to answer any incoming customer requests through voice and email through a highly effective ticketing system. This meets our needs for this product.
What do you dislike about the product?
Although a highly customizable product, branding can be an issue. Reporting function also needs to be amped up a bit to make it more useful. The customization is simple and limited in scope however. This could be improved.
What problems is the product solving and how is that benefiting you?
Trying to ease support of incoming customer requests via phone or email. Using Zendesk has achieved our needs and is customizable to our needs. This a quality product at a great price point.
Recommendations to others considering the product:
My recommendation would be to have a good understanding of the product's features and services.
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