Zendesk Suite
ZendeskExternal reviews
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It does everything we need it to
What do you like best about the product?
It integrates nicely into Slack, along with JIRA, which is beneficial to our support processes.
What do you dislike about the product?
Some of the setup for triggers and automations is time consuming and never gives you full confidence that it is working as intended.
What problems is the product solving and how is that benefiting you?
Technical support for our software solutions. Benefits include a central location for all support requests from clients.
Recommendations to others considering the product:
Make sure it integrates with your other tools, and if so, give it a shot. We have been generally happy with it's feature-set.
Usage of Zendesk in a Virtual Customer Support Environment
What do you like best about the product?
I like it's functionality, the fields are clear and concise.
What do you dislike about the product?
I strongly dislike that I cannot download an excel spreadsheet of tickets to search for something. It is extremely hard and inefficient to look through tickets individually if you need to go back and grab something.
What problems is the product solving and how is that benefiting you?
It is used as our customer service ticketing system. The benefit is accurate documentation of all customer contacts.
Easy to use for customer support
What do you like best about the product?
It is easy to use for customer support service.
What do you dislike about the product?
There is nothing that I dislike about it.
What problems is the product solving and how is that benefiting you?
We are able to communicate with customers easily regarding customer issues.
Good product, good value
What do you like best about the product?
It's relatively easy to navigate Zendesk and it really has much of what you need to run a fairly large support organization.
What do you dislike about the product?
Some of the reporting functionality could be a little easier to work with.
What problems is the product solving and how is that benefiting you?
It allows us to manage all of our customer support needs, including ticket management, a knowledge base and a user community.
Great tool for support
What do you like best about the product?
Easy to keep track of tickets and support our customers. Nice from both a user side and a support provider side
What do you dislike about the product?
Not the prettiest interface and can look cluttered if you need to have a lot open
What problems is the product solving and how is that benefiting you?
Makes it easy to support our customers and get our whole team involved to give them the right answer fast
Recommendations to others considering the product:
Make use of custom filters - you can get great visibility with not too much work
Great tool for support issues
What do you like best about the product?
I can easily see what tickets are out there and can search for others based on a variety of keywords.
What do you dislike about the product?
I don't really think there is anything that I dislike about Zendesk
What problems is the product solving and how is that benefiting you?
We've been able to track support tickets and resolve issues easily. We can also easily reassign them to others as needed.
Recommendations to others considering the product:
It has great reporting tools, excellent tracking of tickets, and it's easy to use.
Decent for the price but lacking features and customization
What do you like best about the product?
A very inexpensive option that allows you to track tickets and has some general integrations.
What do you dislike about the product?
There is not a lot of integration options or options for customization without drastically increasing he price.
What problems is the product solving and how is that benefiting you?
We used it as a help desk
Help when you need it!
What do you like best about the product?
Zendesk is awesome when it comes to dealing with a large number of emails.
Different teams can use just one interface and have seamless communication.
It offers a multi-user functionality which I find to be awesome.
Users are able to be added to the knowledge base which is exceptional, and it makes tracking email communication super easy.
Different teams can use just one interface and have seamless communication.
It offers a multi-user functionality which I find to be awesome.
Users are able to be added to the knowledge base which is exceptional, and it makes tracking email communication super easy.
What do you dislike about the product?
Some duplication and not a transparent way to see how they're logging the ticket times.
What problems is the product solving and how is that benefiting you?
Being able to centralize communication and go green have made a big difference.
Better than the last, but room for improvement
What do you like best about the product?
Very fast and user friendly. We are able to log so much detail with every ticket and the link important people that need to be related to the ticket.The dashboard is super useful in organizing our team.
What do you dislike about the product?
Searching through tickets is often tricky. Zendesk can crash time to time.
What problems is the product solving and how is that benefiting you?
Support problems in technology. Zendwsk is making us much faster and efficient.
Zendesk for a start up
What do you like best about the product?
We used to only have email available to track tickets- we switch over to zendesk a year ago and have finally got the hang of it.
What do you dislike about the product?
You can't set macros when answering a ticket if the field is custom.
What problems is the product solving and how is that benefiting you?
Tracking tickets and understanding out clientele more.
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