Zendesk Suite
ZendeskExternal reviews
6,515 reviews
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Great Helpdesk Solution
What do you like best about the product?
Setup is intuitive. With assistance from Zendesk team we were able to stand up our instance fast and efficiently. Zendesk documentation is outstanding as well. You can always find a good reference for anything that you are trying to do. System is also very easy to navigate for teh Agent as well as the customer!
What do you dislike about the product?
For teh most part, Zendesk has been great. We have run into a few quirks during setup but were able to engage teh Zendesk support team to come up with some work-arounds.
What problems is the product solving and how is that benefiting you?
Without question, Zendesk has solved our issues with transparency around ticket status, and communication with our end users. The ticket flow is also much improved amoung the Agents. We had been using Request Tracker for years and got mostly complaints from our end users, not to mention it was horrible on the agent side.
Good tool for complete CS workspace
What do you like best about the product?
The ease of use. It's always been very intuative so with some poking around you can figure things out on your own. Or easily learn from their Zendesk U.
What do you dislike about the product?
That the support isn't live anymore. It's always via email. Many times issues are best resolved with a conversation with someone live.
What problems is the product solving and how is that benefiting you?
With the inclusion of AI and automations it is helping us keep a small team while not affecting our customer experience.
Easy to set up, great for scaling
What do you like best about the product?
Zendesk's support suite is incredibly easy to set up with zero previous experience. There is the right amount of "rail road tracks" to make sure you are aware and responding to customer tickets, but not too many that you get locked in to a flow that makes no sense. The knowledgebase/Guide plugin is well thought out and integrates seamlessly with the onbsite support widget.
What do you dislike about the product?
The user interface can be a bit confusign to navigate at first. Some icons have no help text so there is a bit of trial and error when you first get up and running.
What problems is the product solving and how is that benefiting you?
With the launch of our new cloud platform we wanted a self service style support widget. Zendesk's widget integrates seamlessly with the rest of it's infrastructure. Changes you make to the knowledgebase and other products in Zendesk cascade to the widget - making deployments easy.
Its extremely helpful
What do you like best about the product?
I like being able to multitask, and stay in control of what needs to be completed.
What do you dislike about the product?
Nothing, I have no issues with Zendesk. It is
What problems is the product solving and how is that benefiting you?
Its helpful in keeping in with customer information, inquiries and responses.
A really valuable tool
What do you like best about the product?
So easy to use and really helps us engage with our clients.
It is extremely user friendly and I also like being able to create shortcuts that contain technical info very fast to share with customers.
It is extremely user friendly and I also like being able to create shortcuts that contain technical info very fast to share with customers.
What do you dislike about the product?
Nothing really. I heard that you are changing some of the features that we use like being able to see who is on what page at any stage on our cam site. Would like this feature to stay
What problems is the product solving and how is that benefiting you?
Being able to retain customers as well as get new ones. This in turn improves the conversion ratios on our e-commerce website which is great. It also helps us to remain professional with our customers.
Zendesk allows for the flexibility to solve your ticketing the way you want.
What do you like best about the product?
Versatility! If i can think of it then Zendesk can do it.
What do you dislike about the product?
Sometimes what I want to do is not a straight forward process but I can make zendesk do it.
What problems is the product solving and how is that benefiting you?
Zendesk is our Ticketing system. It is the one stop shop for our troubleshooting.
Support & Clarity
What do you like best about the product?
Love the user-friendly format with a nice aesthetic setup, navigation is clear! It's easy to follow and find exactly what we are looking for. User abilities are beyond other platforms in use.
What do you dislike about the product?
Dislike waiting for data or awaiting a response, difficult when the main contact will redirect to support team, lack of immediate options to filter to a specific queue/contact.
What problems is the product solving and how is that benefiting you?
Support is provided on how to locate the exact workflow we're looking for, ability to navigate through our buildouts with guidance from the pros, tried and true support based on community questions and outcomes.
Zendesk, the ticket system to save your sanity.
What do you like best about the product?
Zendesk Support Suite is super simplel to use and deploy. I was able to pass adminrights down to department mnagers instead of keeping in IT only.
What do you dislike about the product?
A little confusing to navigate at first. Takes a little time to find various menus.
What problems is the product solving and how is that benefiting you?
Zendesk has allowed me to move my helpdesk ticket systems to the coud and imported al the tickets from the old system. Zendesk is super user friendly.
Love it!
What do you like best about the product?
Our account rep is super helpful and is always going above and beyond!
What do you dislike about the product?
It sometimes can be hard to navigate when trying to find an answer on my own
What problems is the product solving and how is that benefiting you?
We are able to answer customer question and concerns very efficiently and effectively. We a small team we can get back to all our customers in a timely manner.
Absolutely love ZenDesk
What do you like best about the product?
Ticket tracking, and notification reminders.
What do you dislike about the product?
Menu's changing when enhancements go out
What problems is the product solving and how is that benefiting you?
Issue tracking and time to complete resolution times.
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