Zendesk Suite
ZendeskExternal reviews
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Zendesk - easy, concise, quick way to get back to your customers
What do you like best about the product?
Zendesk is really easy to use and set up. I would encourage this for any relatively new business owner to get back to their customers. Things won't fall through the cracks if you set it up correctly
What do you dislike about the product?
It's not very complex. While this is one of the reasons it's great, if you need detailed analytics and tracking, Zendesk might not be the answer for you
What problems is the product solving and how is that benefiting you?
We're able to get back to our customers, and provide them quality customer service without missing an email
Clean, intuitive, and simple.
What do you like best about the product?
I love the sense of ease I get when navigating menus, macros, and completing tickets. It feels responsive and streamlined.
What do you dislike about the product?
It often seems like Zendesk is fragile, requiring plugins to be disabled or cache to be cleared to present information correctly or save ticket status accurately.
What problems is the product solving and how is that benefiting you?
We have simplified our support process tremendously with this platform. We’ve created macros to use in specific scenarios, and speed up our workflow with play mode.
Excellent support system
What do you like best about the product?
Zendesk is fast, flexible, configurable. It helps us stay on top of support issues.
With their mobile app, we can handle support on the go.
With their mobile app, we can handle support on the go.
What do you dislike about the product?
It seems that all new features are tailored at the high-end solution.
What problems is the product solving and how is that benefiting you?
Technical Support Management
provide support for our customers
What do you like best about the product?
very simple and intuitive. easy to contact. integrate with the email
What do you dislike about the product?
the pricing a bit high cause we have many support agents
What problems is the product solving and how is that benefiting you?
global customer support
Easy to Use
What do you like best about the product?
Zendesk is easy to use and provides good e-mail integration to submit tickets.
What do you dislike about the product?
Reporting is not as on par as I would like to see.
What problems is the product solving and how is that benefiting you?
Quick incident response and resolution.
Good experience for customer service
What do you like best about the product?
Good ticketing system, organization, passing of tickets, reminders of late tickets
What do you dislike about the product?
Replying in email, short cuts, could be more user friendly
What problems is the product solving and how is that benefiting you?
customer service requests
organized, efficient, effective customer service
organized, efficient, effective customer service
Recommendations to others considering the product:
Great ticketing system but takes some training to be adept at it. Needs good organization and administrators of the system.
Great way to support
What do you like best about the product?
The fact that this is written in ruby on rails allows it to ingrate well with many programs and be utilized better in our system
What do you dislike about the product?
it can be complex for some users, people definitely cant do this without any experience ever
What problems is the product solving and how is that benefiting you?
We used to use this to manage support tickets for customers and help solve advanced issues for them
Recommendations to others considering the product:
This product is great for managing support tickets and tracking information for your customers
Zendesk great for a small company
What do you like best about the product?
Zendesk is a good application for software companies who want a ticketing software to track their issues. It is good for a small company and I like the scheduling feature in it. I also like the organization if the tickets and being able to track parent and child tickets if needed for future reference.
What do you dislike about the product?
Zendesk has a chat feature that is still missing some key features. I also don’t like when a customer responds to a ticket, and does not change the status of it.
What problems is the product solving and how is that benefiting you?
We are providing support for our software through Zendesk
Recommendations to others considering the product:
Great product for small companies who are looking for an affordable ticketing system
Support desk software
What do you like best about the product?
It keeps track of each users tickets nicely. Easy to find information and it's easy to insert KB articles directly into tickets. Integrates with a lot of other SaaS products almost seemlessly.
What do you dislike about the product?
Stats reporting has odd quirks that don't make logical sense. The support team has difficulty explaining it and workarounds are complex.
What problems is the product solving and how is that benefiting you?
Support request management and some sales tasks. The benefits are a centralized support system that the customer can use to see their past tickets and that we can use to see customer support history.
Great even if you aren't in a customer service role
What do you like best about the product?
We use Zendesk to manage inbound accounting requests for AP and AR. This has been an extremely effective tool to manage the high volume of emails coming in, specifically for AP. There is a bulk edit function that allows you to assign out multiple tickets to one person, macros that can automate responses for common requests, and custom views if you want to see tickets assigned to your team members. This is my first time using Zendesk in an accounting department and I enjoy it so much I actually am working on moving all of our email requests into the ticketing system.
What do you dislike about the product?
The big downside with our current setup with Zendesk is that we have not been able to merge Zendesks between departments. For example, if customer service receives a ticket, instead of my being able to view it in their Zendesk, they "share" the ticket with my group's Zendesk email address. This means we have two completely unique ticket numbers for the same request. I also think our package level has poor reporting.
What problems is the product solving and how is that benefiting you?
It has really helped with email management and assigning tasks to employees. We no longer have endless email chains with everyone CCed. People email one email address and we can assign it out to the employee responsible.
Recommendations to others considering the product:
Great product even if you are not in a customer service or support role. I think any department that receives a high volume of requests would see improved workflow with Zendesk.
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