Zendesk Suite
ZendeskExternal reviews
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Ticketing Tool for startup IT Departments
What do you like best about the product?
The best thing about Zendesk would be its easy ticket views. Finding a ticket can be simple. Editing, creating, and closing are also simple.
What do you dislike about the product?
The main dislike about Zendesk is its lack of customization. Not being able to customize the software to your team's needs makes it difficult to adapt and requires more software. Pricing is a little high, however, it is still recommended for a startup IT Department.
What problems is the product solving and how is that benefiting you?
Everyday issues from local PC to server. At least these are the tickets that pass through Zendesk. We use third party applications to actually complete the tasks. Zendesk is simple to use.
Reliable ticketing system
What do you like best about the product?
It's easy to categorise, tag, and assign tickets.
What do you dislike about the product?
No notification sound for new tickets. Sometimes if another agent is working on a ticket, it's not visible (generally it shows a picture of the agent working on it).
What problems is the product solving and how is that benefiting you?
Easy to use, a great system for remote working.
Has a lot to offer, not very visually appealing and their own support team stinks
What do you like best about the product?
Offers a lot when it comes to auto filling in text, reports, adding your own customized triggers
What do you dislike about the product?
So much irony of a customer service software having bad customer service themselves. When I first signed up, I was so frustrated I asked them to contact me, they took days to respond and then 3 weeks later after that. Not kidding. Also is not user friendly with flow of incoming mail
What problems is the product solving and how is that benefiting you?
Customer service is tracked better.
Zendesk is Desperately in Need of an Overhaul
What do you like best about the product?
I like that Zendesk has integrations with almost every software tool available.
What do you dislike about the product?
Almost everything. Terrible interface - the customer-facing emails look terrible. There are better solutions out there.
What problems is the product solving and how is that benefiting you?
Customer support tickets
Live for ZenDesk
What do you like best about the product?
I love that I get a copied on each email for a ticket I am a part of! It is an accurate way to keep track of information.
What do you dislike about the product?
I do wish the search engine on the program was a little "smarter". Sometimes I struggle to find a ticket.
What problems is the product solving and how is that benefiting you?
Filling the gap of communication between our stores and our support system. It is beneficial to house all important information in one system.
Easy to implement Customer Support
What do you like best about the product?
I like that it is possible to have a knowledge center and a queue for tickets.
What do you dislike about the product?
Setting up the knowledge center is a bit tricky. Also, I wish it was easier to make it look how you want it to look. It is customizable and some companies have done some great stuff. I just don't have the patience to figure it out.
What problems is the product solving and how is that benefiting you?
I have a SAAS product that is a startup. We use ZenDesk for our customer support and Help sections. It does exactly what we need it to. The customer support folks at ZenDesk are always very helpful.
Recommendations to others considering the product:
It is easy to set up and get going quickly. The customization of what the help center looks like is tricky to get it to look how you want. That part will take some monkeying around with.
Efficient and integration ease
What do you like best about the product?
Very easy to use and the ability to roll out company-wide makes it very desirable
What do you dislike about the product?
UI has not been updated in awhile. Needs a face lift
What problems is the product solving and how is that benefiting you?
Case, ticket and service request across all channels
Zendesk - solid client services platform
What do you like best about the product?
We were on Zendesk for several years. Its very easy to use and administer and has a lot of great features.
What do you dislike about the product?
The only real problem we had with Zendesk was that it was difficult to keep our Account and contact information from Salesforce synced easily. There is an integration but its poor. Also we found customer portal wasn't very dynamic or easy to customize.
What problems is the product solving and how is that benefiting you?
We needed a way to track support tickets, share information with clients and report on ticket trends. It served those purposes but was limited in its integration with Salesforce which finally killed it for us.
Recommendations to others considering the product:
Decide how much you care about an integration with Salesforce or any other CRM you are using.
Useful
What do you like best about the product?
It is a useful tool as a ticket system to support customers, mainly at a technical level where order and prioritization are extremely necessary
What do you dislike about the product?
sometimes it is messy, it has many views but it is not clear how the tickets are ordered and / or the information for the appropriate configuration of the required view is not very clear
What problems is the product solving and how is that benefiting you?
create support ticket to meet the technical requirements of customers
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.
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