Zendesk Suite
ZendeskExternal reviews
6,513 reviews
from
and
External reviews are not included in the AWS star rating for the product.
What a mess!
What do you like best about the product?
Nothing about this program is good. I would not recommend.
What do you dislike about the product?
This thing is clunky and hard to use. It is very difficult to keep track of who you are even helping.
What problems is the product solving and how is that benefiting you?
None...just a headache.
Recommendations to others considering the product:
Don't or get very extensive training.
Good for basic ticketing, but limited
What do you like best about the product?
I like the ease of use for setting up this product. The admin is fairly simple and self-explanatory. The UI is streamlined.
What do you dislike about the product?
This product is fairly Limited in its ability to do much more than ticketing. It doesn't handle workflow processes or passing information from one person to another well. The inability to separate internal and external comments in different screens makes email history several pages long and a lot of scrolling is required.
What problems is the product solving and how is that benefiting you?
Email ticketing for new orders and support questions.
Recommendations to others considering the product:
Make sure that you only need basic ticketing functions.
Simple but deceiving
What do you like best about the product?
Looks nice at first sight and clients are used to it, and it's plenty of functionalities (depending on the pricing tier you pick) for managing complex ticketing systems. It claims to integrate with social media tools but we didn't develop this. Also offers a chat interface but we could not manage to integrate with our main webpage.
What do you dislike about the product?
I found it a complete pain to manage. It was our first choice to manage helpdesk support but received lots of user complains for double and triple mails, replies that generated new tickets and unappropiated tagging of cases. The triggering also did not work as expected and generated some high severity tickets that were not.
What problems is the product solving and how is that benefiting you?
We tried to use it as our help desk engine but due to the confusion generated we quckly discarded it and looked for another simpler solution (GrooveHQ).
Recommendations to others considering the product:
Zendesk is a "big monster" and can manage loads of information but if your company is small you will find yourself overwhelmed with all the configuration possibilities. Sure you will mismatch some triggers or config in first place and this could lead to client misunderstanding.
Not good for growing companies
What do you like best about the product?
Very easy system to set up, and the user interface is incredible. Simple, easy to find everything. The took itself works as advertised and is a critical addition for our business.
What do you dislike about the product?
We have been unable to increase our account from 3-6 agents, and even though we've filed a support ticket, it doesn't seem like anyone is taking the matter seriously trying to help. Our 3 new employees can't be trained or access the system at this point.
It was also very difficult to change the owner of our account... takes several steps and chats with the Zendesk team.
It was also very difficult to change the owner of our account... takes several steps and chats with the Zendesk team.
What problems is the product solving and how is that benefiting you?
We primarily use online chat for sales situation, and it really does help when folks have immediate questions but don't want a call from a sales person.
Goes down often
What do you like best about the product?
being able to see if a teammate is working on a ticket
What do you dislike about the product?
there are often outages and we have no way to communicate with our clients outside of regular email and twitter
What problems is the product solving and how is that benefiting you?
we use the tool to find feature requests, bugs, and solve issues customers are having with our tool
Recommendations to others considering the product:
Be aware of outages. If your company uses a crm like salesforce zendesk is not great with integration.
Not very user-friendly
What do you like best about the product?
I liked the fact that you can have a central location to store all you support materials. Agents could see all open tickets in one area and be able to respond to clients in a timely manner.
What do you dislike about the product?
It was not very user-friendly. Any new agents that were introduced to it thought it was very hard to customize settings and in addition, the response time from the support team was not that great. I wish there was an implementation team that could walk you through the process.
What problems is the product solving and how is that benefiting you?
We were using the application to help support our clients, we do not use it anymore.
Not sure what Zendesk actually does well...
What do you like best about the product?
No feature strongly stood out. It at least created a central hub for all internal users to view and respond to tickets, but all such products do this, so it is hard to say this is a benefit...especially considering that I think other vendors do even this much better.
What do you dislike about the product?
The reporting is unbelievably terrible; inability to ever edit a closed ticket is also terrible
What problems is the product solving and how is that benefiting you?
We used Zendesk for internal and external helpdesk/support. Benefits...very basic reporting was achieved, but Zendesk makes even basic reporting very difficult!
Recommendations to others considering the product:
If you want robust reporting and a flexible support/helpdesk solution, stay far away from Zendesk. After using Zendesk for nearly one year, I believe it is likely most suited to a call center environment, not a complex software technical support environment with multiple levels of support. We abandoned Zendesk after a year.
Oh zendesk
What do you like best about the product?
One stop shopping for all your support needs.
What do you dislike about the product?
There's no rhyme or reason to how it distributes tickets. It needs to send them equally
What problems is the product solving and how is that benefiting you?
N/A
Zendesk is fine but not as intuitive as you'd think
What do you like best about the product?
Not much. It doesn't look terrible and I can understand how to use it.
What do you dislike about the product?
It is clunky and the email alerts for new tickets don't link back to the tickets. At least in the setup I'm using. It still feels like the old ZenDesk but with cleaner graphics.
What problems is the product solving and how is that benefiting you?
I'm trying to help users with their challenges and problems. I'm functional on ZenDesk at this point, so that's a benefit.
Poor Customer Experience
What do you like best about the product?
This program tracks all incoming customer communications and has multiple options for the user to organize them. Its easy to see what your are working on, what others are working on, response time, etc.
What do you dislike about the product?
When you use this software to communicate with customers it sends them an email that says "reply above line" with a line and the number of the complaint. The consumer obviously cant reply above the line, as they simply just need to reply from their email, and having the number of the complaint in the email, not presented as a reference number for them, just as part of the above the line nonsense, looks terrible. It makes no sense, and looks bad.
What problems is the product solving and how is that benefiting you?
Again, the benefits are that this program tracks response time and lets you see your own outstanding tickets, and that of co-workers/subordinates. The matrix and user experience are decent, its the consumer experience that I take issue with.
Recommendations to others considering the product:
I would consider a CRM that gives a better experience for the customer.
showing 51 - 60