Zendesk Suite
ZendeskExternal reviews
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Intuitive and feature rich.
What do you like best about the product?
Merging related tickets, business rules, supporting markdown, custom views. I also have several macros that populate a standard response automatically. That saves me loads of time.
What do you dislike about the product?
It has an opinionated UI. I wish I could make certain windows larger and minimize others. Specifically, the left view pane cannot be resized or even minimized when viewing a ticket. This is a problem when I zoom in so I can see more clearly. As I zoom in the main ticket view on the right view pane takes up less and less space making it untenable to work on. I wish the UI handled zoom more gracefully.
What problems is the product solving and how is that benefiting you?
Helping business owners and developers integrate Braintree with their products.
Recommendations to others considering the product:
I think it's one of the better ticketing systems out there.
Great for helpdesk ticketing
What do you like best about the product?
LOVED the ease of use for the users (and admin) and the customization. Great solution for a solo admin with a few users up to much larger environments.
It is also ridiculously easy to use mobile which is a HUGE help for desktop support folks not having to run back to their desks after each ticket. Pull out your phone, do your notes and mark completed. Very nice.
As we were using it to also
It is also ridiculously easy to use mobile which is a HUGE help for desktop support folks not having to run back to their desks after each ticket. Pull out your phone, do your notes and mark completed. Very nice.
As we were using it to also
What do you dislike about the product?
Integration with other saas offerings could be easier. Keep in mind you can make it do anything you want with the API but out of the box it takes a little doing.
What problems is the product solving and how is that benefiting you?
tracking issues, accounting for sysadmin and tech time and reporting for clients to show value for dollar spent.
Recommendations to others considering the product:
It is a really good choice for a straight ticketing system. If that is your main goal I cannot suggest it highly enough.
best ticketing tool for authentic results
What do you like best about the product?
well defined priorities ... self service portal.
assigned groups which make it's use simple
assigned groups which make it's use simple
What do you dislike about the product?
a little pricey for small business should have some more economical package
What problems is the product solving and how is that benefiting you?
self service portal .. assigned tickets
Recommendations to others considering the product:
na
A little too clunky for my tastest
What do you like best about the product?
Accept tickets via email, social, chat. Automation, Macros. Real time monitoring and analytics.
What do you dislike about the product?
Integration into Facebook didn’t work so easily for me. Didn’t recognize my FB pages to link to. Also I received 4 different email messages just from typing a single chat message. Pretty annoying, though im sure these email alerts can be dialed down.
What problems is the product solving and how is that benefiting you?
Various IT needs in a campus environment.
Recommendations to others considering the product:
Need to purchase a lot of add-ons to get to the level needed for our needs. May end up becoming quite expensive in the end comparatively.
Helpful tool for tracking support requests
What do you like best about the product?
I like the customization of fields of available for tagging, that it can connect to SalesForce and Jira, and that you can add branding options if you have the same team supporting different products. I also like the different notification rules, and how it recognizes when someone responds to a specific ticket, even if you have closed that ticket already. You can also merge tickets as well and the product maintains that history.
What do you dislike about the product?
The reports don't offer a ton of customization- Also, they do not take into account your business hours so resolution times can be off which can make it difficult if that is one of your key . metrics.
What problems is the product solving and how is that benefiting you?
Giving clients good support to ensure that they have answers to questions, and making sure we know which client they are, what package type they have, and SLA metrics and reminders so we are meeting our end of the contract.
Really good value for what you get.
What do you like best about the product?
I find the interface to be simple and easy to use. Its straight forward and easy to get working quickly. Also it has a load of integrations with different apps.
What do you dislike about the product?
Permissions can only be achieved by purchasing enterprise which is a bit of a pain. For eg you have to buy enterprise to restrict IPs or have auditing, which could be a jump from $20/year to $99/mth which is a bit daft. Security should come free of charge and other non-security features should be part of the different plans.
What problems is the product solving and how is that benefiting you?
It allows customer issues that need to be resolved to be coordinated.
Recommendations to others considering the product:
The email integration and web access make it a very simple to use platform, with a user friendly UI.
Effective ticketing system
What do you like best about the product?
I love the ability to track and gather data from tickets submitted
What do you dislike about the product?
Not aesthetically pleasing, and text isn't always clean and easy to read
What problems is the product solving and how is that benefiting you?
Issue awareness, ticketing, solutions, tracking
Zendesk for support tickets and help center
What do you like best about the product?
Zendesk is easy to use and easy to set up. The learning curve is basically nothing so new team members can easily jump right in. I can also provide access at a team level for our partners to manage their own company / team tickets.
What do you dislike about the product?
The worst thing about Zendesk is really the mobile app. It's not intuitive to search or easy to use comparable to their desktop site.
What problems is the product solving and how is that benefiting you?
It is our ticketing solution for technical customer support. It allows us, as a team, to easily track and manage communication with out partners.
Recommended
What do you like best about the product?
Allows for multi-channel submitting of requests by email, web, etc. Makes it easier for those needing support.The install for the company liked the fact that the customer can select any number of ways to submit a request in order to be able to get the request to our team or their own team.
What do you dislike about the product?
I'd like to be able to do reporting and be able to assign tickets to specific agents in a group, or have it take someone's work and reassign it all in a random or sporadic fashion.
What problems is the product solving and how is that benefiting you?
Tracking of support requests, helps our team to remain organized. Dialing and other customer service roles.
Recommendations to others considering the product:
Ensure that you look at the other companies so that you can see how much zendesk provides over the others in the area. It's very important to know what they can and can't do because of this.
Easy to use
What do you like best about the product?
It has a simple easy-to-use interface that one you get fully trained on it can help you do anything
What do you dislike about the product?
It needs a lot of training to fully understand its potential.
What problems is the product solving and how is that benefiting you?
Call forwarding and handling
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