Zendesk Suite
ZendeskExternal reviews
6,490 reviews
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Powersul and Easy to Use ITSM Solution
What do you like best about the product?
We transitioned from ServiceNow to Zendesk over 4 years ago. I love it for how easy it is to learn, configure, create new workflows and integrations and how they are responsive to feature requests.
What do you dislike about the product?
There are still a few things that are not available in Zendesk Support Suite that I need, such as a CMDB, or any kind of relational database, though we now have a way to create custom objects and one could build this out on their own. It's definitely on my request list for a future feature!
What problems is the product solving and how is that benefiting you?
We use Zendesk outside of only "normal" service desk and ticketing use cases adding to this the ability for incoming emails for our accounts payable team to get a ticket for every invoice that has to be paid, and for our audit team to have tickets for submissions from store for payment records. Zendesk has been a versatile tool.
Zendesk is scalable for small nonprofits
What do you like best about the product?
Zendesk was straightforward to set up, thanks to its comprehensive library of online resources and outstanding customer support. As a small nonprofit, we required a system that was robust, affordable, and simple to implement. Zendesk surpassed our expectations on all fronts. The addition of AI tools is an extra benefit. Overall, Zendesk has truly changed the way we engage with the public and our partners.
What do you dislike about the product?
I haven't found any negatives so far. My advice is to think about your workflow before diving into configuration, but even if you figure things out as you go, Zendesk remains flexible and easy to adjust.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us distribute information quickly and with greater efficiency than we could have imagined. Zendesk has also helped our team become a learning organization as team members learn from each other through ticket solving.
Great platform packed with features
What do you like best about the product?
We have been using Zendesk Support Suite for more than four years, and it has significantly helped us streamline our workflows and automate processes beyond what we initially expected. The AI tools and features that Zendesk has introduced over time have been especially impressive, and we look forward to seeing how the platform continues to evolve. We're eager to discover the new features they will add in the future.
What do you dislike about the product?
For the most part, Zendesk is easy to set up and doesn't require coding knowledge. However, I do wish there were simpler ways to configure certain features, such as API calls, without needing developer involvement.
One significant area where Zendesk could improve is its voice offering. It would be much more convenient to have all our interactions managed within Zendesk itself, instead of relying on a third-party integration for voice calls.
Another point of frustration is the frequent renaming of products and features. Just as we get used to a new name, it often changes again, which can be confusing.
One significant area where Zendesk could improve is its voice offering. It would be much more convenient to have all our interactions managed within Zendesk itself, instead of relying on a third-party integration for voice calls.
Another point of frustration is the frequent renaming of products and features. Just as we get used to a new name, it often changes again, which can be confusing.
What problems is the product solving and how is that benefiting you?
This tool helps streamline workflows and provides customers with improved self-service options.
Best Tickiting tool for Customer support team
What do you like best about the product?
Best tool to moniter all the tickets raised from the client and generate the reports based on the clients or agents
What do you dislike about the product?
We need to have auto routing of tickets whic is currently too complex
What problems is the product solving and how is that benefiting you?
Moniter all the issues raised by client and manage the tickets at one place also it helps generating reports based on clients or assignee
i personally picked zendesk and build it up as our internal helpdesk
What do you like best about the product?
HR's best virtual friends in the WFH mode
What do you dislike about the product?
There is nothing negative to mention; discovering this was truly a great experience for us.
What problems is the product solving and how is that benefiting you?
We implemented ZenDesk to build a knowledge library, allowing employees to easily find answers and procedures for their most frequently asked questions outside of regular business hours. Additionally, they can submit tickets for further follow-up whenever needed.
Solid Platform That Will Keep You Steady Through Both Transition Periods And Seasons of Stability
What do you like best about the product?
One of the most intuitive interfaces I've dealt with. The automation features and macro integrations have made customer support a breeze
What do you dislike about the product?
The AI capabilities were helpful at first when it seemed that other tools were more primitive, but recently we've been more impressed by the offerings from other providers.
What problems is the product solving and how is that benefiting you?
Having a platform that streamlines communications with customers (phone call recordings, email exchanges, notes from personal interactions, etc...) has made keeping track of key moments in a customer's journey incredibly useful compared to other ticketing systems and CRMs I've worked with.
Seamless experience
What do you like best about the product?
Zendesk was hands down the best ticket management software I've used. It's simple and streamlined with customization options depending on the need.
What do you dislike about the product?
Tickets were sometimes slow to come in after being sent. The system did experience lag on occasion where the send time would be nearly an hour off from when we received it
What problems is the product solving and how is that benefiting you?
It opens another line of communion customers to reach out.
Great customer service
What do you like best about the product?
it makes it easy for us to track all of our customer inquiries.
What do you dislike about the product?
there isn't a direct integration built with UKG but an API is available.
What problems is the product solving and how is that benefiting you?
HR inquiries.
Best email support
What do you like best about the product?
The interface is user-friendly and allows for easy navigation between different features. I find the customization options quite helpful in tailoring responses to various customer inquiries.
What do you dislike about the product?
However, there is room for improvement in the speed of email loading and processing. Overall, it provides a decent platform for managing customer communications efficiently.
What problems is the product solving and how is that benefiting you?
Decreases a ton of workload and cery easy to use
It is best and easy to use ticketing platform I have ever used.
What do you like best about the product?
It is best and easy to use ticketing platform I have ever used.
User friendly interface.
Easy to use and having more features to track each and every data in single report.
Custom made reports, you can automate the reports easily to your email.
User friendly interface.
Easy to use and having more features to track each and every data in single report.
Custom made reports, you can automate the reports easily to your email.
What do you dislike about the product?
There is nothing, which I can dislike. It is very convinient and easy for new user's as well.
What problems is the product solving and how is that benefiting you?
It is best platform for managing all the tickets or each and every task in a single place.
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