Zendesk Suite
ZendeskExternal reviews
6,484 reviews
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Great way to organize help desk tickets
What do you like best about the product?
We used to track all help desk tickets through email before Zendesk. We now use their ticketing system so we don't have to work on email and we can make sure a ticket is assigned to a user so more than one person isn't working on the same thing.
What do you dislike about the product?
Learning to navigate the system was a little difficult, but once you use it for a while it becomes easy to navigate.
What problems is the product solving and how is that benefiting you?
Creating a ticketing system.
Suport call center
What do you like best about the product?
One solution for a call center such as phone, email and social media
What do you dislike about the product?
Salesforce integration was not tocuhed on much
What problems is the product solving and how is that benefiting you?
Combine platforms
Best Software for Ticketing
What do you like best about the product?
Ease of use
Tickets creation and customization
Report creation for presenta s well as historical data
Tickets creation and customization
Report creation for presenta s well as historical data
What do you dislike about the product?
Slow while downloading reports.
FAils in processing large data, unable to download the data when size is more than 25K
FAils in processing large data, unable to download the data when size is more than 25K
What problems is the product solving and how is that benefiting you?
In managing the Tickets & complaints raised by customers.
Tracking performance of each Customer support executive
Tracking performance of each Customer support executive
It accomplishes most of what we need as an organization, with little fuss and good customization.
What do you like best about the product?
The display of information, compartmentalization of support tasks, and configurabitily of the tool are extremely good and relatively easy to work with after an initial introductory period.
What do you dislike about the product?
It's less-structured around more "free-wheeling" remote workforces like our own, where we don't utilize shift work but have ways we'd like to organize tickets. I've spoken with Zendesk folks about this so far, and we're aware that this is a unique thing to how we work, but I'd still love to see it be addressed at some point in the future. It generally doesn't affect how I feel about the product.
I would LOVE to have the ability to customize the CSAT scoring or email.
I would LOVE to have the ability to customize the CSAT scoring or email.
What problems is the product solving and how is that benefiting you?
It provides easy-to-use tooling for our global support team to be able to effectively support our customer base without losing track of issues.
Zendesk has helped us take our user support to another level.
What do you like best about the product?
Zendesk offers us a feature rich platform to help us support our users. From simple trouble tickets to full blown workflows, we have what we need to increase our efficencies, track our progress and offer knowledge to our users. We are also big fans of Zendesk's integrations with many of the other products we use.
What do you dislike about the product?
Zendesk is expensive although we do find value in it.
What problems is the product solving and how is that benefiting you?
Zendesk has enables us to create workflows that create a better onboarding experience for our employees and helps us keep better track of our device fleet.
My Zendesk Support Suite review
What do you like best about the product?
Coming from ServiceNow I do like how Zendesk is more intuitive and has a better user interface/user experience. We've really utilized the guide section to curate "how to "guides for our end users, which has been quite helpful. The overall experience has really made it easier to provide support.
What do you dislike about the product?
I think the issues we've come across are really a niche thing and more of an "us" issue. It has actually been a while since it cropped up, so I unfortunately don't even remember what it was.
What problems is the product solving and how is that benefiting you?
It has so far been a true "all in one" solution for our needs. We recently went "live" with our FAQ section and that has been a huge benefit.
Easy and Organizex
What do you like best about the product?
The interface is easy to use and the option to create child tickets help to keep multiple teams on tje same page to accomplish a common goal.
What do you dislike about the product?
I would like a better layout of when child tickets are completed so I don't have to go into them and check what the status is.
What problems is the product solving and how is that benefiting you?
Keep track of who is working on what incident or request
Zendesk Presentation was very well planned and coordinated. Great speakers
What do you like best about the product?
Ticketing system, knowledge base and it's easy to run most reports
What do you dislike about the product?
You cannot run live reports or history reports on agents use of time in the call queue
What problems is the product solving and how is that benefiting you?
It provides a history of customer calls and it is easy to send them KB articles and macros to quickly resolve tickets.
Intriguing
What do you like best about the product?
The functionality, what can be integrated with zendesk as well as the utilization of automation through zendesk
What do you dislike about the product?
There isn't anything that comes to mind.
What problems is the product solving and how is that benefiting you?
Ease of access. It is nice that we are able to upload KBs for users to access before they submit a ticket
Zendesk - Helped Streamline Customer Service
What do you like best about the product?
Ability to assist users with customer service
What do you dislike about the product?
Emails do not look user friendly to outside Zendesk users
What problems is the product solving and how is that benefiting you?
Assisting users with written communication to clients
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