Zendesk Suite
ZendeskExternal reviews
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Organized Life Saver
What do you like best about the product?
Functionality tied into the app. Access to the Support ticket booth is always at your finger tips. The internal notes/replies makes working with department coworkers a dream. Company access to the Guide homepage makes distributing 'how-to' information too easy!
What do you dislike about the product?
Searching for tickets and merging could be made easier. You have to memorize the ID # to merge instead of a search function. This would make that feature much faster instead of only showing recent tickets.
What problems is the product solving and how is that benefiting you?
The ticket booth under Support for collecting IT requests makes it easier to track and organize user requests. Searching for older tickets can also make it simple to solve recurring issues. Internal notes also allow department team members to share information on tickets without having to constantly notify the requestor. Macros and templates make responding to repetitive requests much faster
Recommendations to others considering the product:
If you currently don't have a system for tracking user requests, responding, and internal communication for department users, I would recommend looking at Zendesk Support
Friendly and knowledgeable staff, but default support is chat so back-and-forth is somewhat delayed
What do you like best about the product?
Provides excellent customer records of exchanges and needs, makes responses more efficient from staff, and staff performance is easy to identify.
What do you dislike about the product?
No sorting tickets by Subject, no cold transfers for live phone calls (person must answer to leave a voicemail)
What problems is the product solving and how is that benefiting you?
helping us identify the bigger picture, regarding the trends and needs of our customers and where best to put our resources and efforts.
All-in-one hub for any size customer service team
What do you like best about the product?
Transparency of issues reported to customer service help desk. Ability to send tickets from a client to the integrated Sell app for a sales team member to review. Integrated functionality of voice calls, emailing, and live chat support.
What do you dislike about the product?
Inflexible reporting metrics (unless you upgrade this service). # of emails that are sent to the end-user before adding rules and automation. Inability to view logged-in user activity (as you would on Sell activity feed)
What problems is the product solving and how is that benefiting you?
Not too sure yet. We have regular chats with our support team but I am not aware of any developments coming up the pipeline which would directly benefit my team.
Simple and Complex workflows can be managed well
What do you like best about the product?
partnering with Zendesk and general admin support has been excellent - their customer support would be my first recommendation. zendesk has been a helpful tool for structuring our workflows. ticketing has been a very effective way of tracking our different processes and ensuring that none get left behind and identifying gaps and redundancies. the explore tool for reporting and analytics has limitations and a learning curve, but has a nice look and has seen good improvements in the past few months.
What do you dislike about the product?
for as heavy as our email channel is, it is difficult to really extract data from tickets created that way. over time and with concerted effort with other teams, we have been able to rework emails to better fit zendesk. it seems like there is a lot of work that is needed to help zendesk handle and manage tickets. many permissions and other config feel like they're 80-90% done. there have been improvements to the granularity of different settings, but more needs to be done.
What problems is the product solving and how is that benefiting you?
zendesk has been massive helping us turn around many disparate email practices across different teams and creating transparency and improved record retention. privacy between tickets has been an issue - while group permissions on ticket access can manage some use cases, there is more work to be done in that regard.
Recommendations to others considering the product:
how significant are your reporting needs, and do the out-of-the-box dashboards meet them? how diversified are your end users, and will you be supporting outside the support center?
Zendesk Review
What do you like best about the product?
I love that they are super responsive. Unless it is not an emergency. They really try to understand exactly what my problem is and then do their own research to help me figure it out quickly.
What do you dislike about the product?
Sometimes they don't understand it all. Which is ok and understandable. I also don't like the fact that I can't chat with support right away in their chat box. If I have an issue and want to talk to someone about it, I shouldn't have to wait for them to get back to me in 1-2 business days.
What problems is the product solving and how is that benefiting you?
They are solving my trigger and automation problems. These were created before I was hired on at this company and we are trying our best to get a good feel for how they operate and Zendesk makes it easy.
Quick response, clear answer, option to continue conversation when i got online.
What do you like best about the product?
Friendly person helping me, clear answer.
What do you dislike about the product?
In previous interactions I did not always see the response.
What problems is the product solving and how is that benefiting you?
I have many questions about the operation of the platform.
Mostly reliable with some technical knowledge needed to fully utilise features.
What do you like best about the product?
All channels are native without the need for third-party providers. The help centre is simple to use for creating articles and topics.
What do you dislike about the product?
I would prefer to use a native feature for managing consultants as opposed to purchasing a subscription to an external provider like Tymeshift.
What problems is the product solving and how is that benefiting you?
The site speed is generally good so consultants can move through enquiry faster than before (we used Salesforce Service Cloud prior to moving into Zendesk). We hare getting to customers faster and haven't had situations where we were dangerously behind in SLA like when we were with Saleforce.
Top ticketing system so far
What do you like best about the product?
Has good features for running the ticket system
Pretty quick reply from support team
Pretty quick reply from support team
What do you dislike about the product?
Missing some detailed function
Agent page - Too heavy that it slow downs my computer
Agent page - Too heavy that it slow downs my computer
What problems is the product solving and how is that benefiting you?
Zendesk support helps my team collaborate in solving my customers' requests. - We miss less of requests and meet more of expectations.
Powerful ITSM tool with a clean interface
What do you like best about the product?
Zendesk allows ITSM professionals to easily set up screens for agents, as well as to extract reports about support tickets. It also allows for integration with other CRMs or APIs via their automation tools like triggers and webhooks.
What do you dislike about the product?
It was difficult to integrate attachments with other CRMs since we can only access the file URL and not the attachment itself to send it through a HTTP call. I had to do it via n8n and a lot of headache.
What problems is the product solving and how is that benefiting you?
I asked them, via a feature request, to create a way for admins to review what has come through webhooks/Zendesk API. Currently, it is not possible to know what payload was received via Zendesk API.
Recommendations to others considering the product:
Zendesk is a straightforward tool when compared to Salesforce, Service Now and Jira.
Great for Small to Medium businesses.
What do you like best about the product?
It's simple, easy to navigate and has decent automation. I love the reporting tool and the automating / triggers options. The chat is decent as well, again with automation.
What do you dislike about the product?
I think there is not a lot of room for growth. Once a company gets to a specific size Zendesk starts to become obsolete. I wish the auto-assign feature was part of the original product. I also wish we could color coordinate tickets.
What problems is the product solving and how is that benefiting you?
The ability for end users to put tickets in without signing into anything is a huge +. We have also used the global search for going back to old documentation. The search is really good at finding whatever I am looking for which is impressive.
Recommendations to others considering the product:
Again, for small to medium-sized companies. Once you start expanding it might not fill all the needs of some other ticketing systems.
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