Zendesk Suite
ZendeskExternal reviews
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I have been a Zendesk Admin for 3 years (certified for 2)
What do you like best about the product?
easy to complete day-to-day tasks within Zendesk
What do you dislike about the product?
some steps back with new features with lacking communication from Zendesk product team
What problems is the product solving and how is that benefiting you?
It provides valuable channels through which we can receive customer support tickets, so it allows us to hear from our customers and quickly respond
Top 5 ticketing systems
What do you like best about the product?
The user-friendly UI and the easy integration with Atlassian, JIRA, Confluence, etc. Learning how to use the software was a breeze. Had a few training classes with employees who never used the product and only took roughly an hour to train on.
What do you dislike about the product?
Configuring and optimizing can be very time consuming
What problems is the product solving and how is that benefiting you?
The excellent ticketing system allows the team to view and complete tickets as they come in. With multiple support reps needing to be able to solve and complete tickets, each one can see when the other has selected a ticket to work, and the ticket queue updates almost real-time.
One of the best customer support options out there, especially for email
What do you like best about the product?
Zendesk is one of the top incumbents, and so they have a complete suite of features. Newer or smaller companies may not have the same number or level of features built out.
Support is great - there are many different ways to reach out to someone, and their online content is excellent.
The reporting platform - Zendesk Explore - is very robust. Once you understand the metrics and how to use the platform, reporting becomes pretty easy.
It's easy to manage FAQs with Zendesk Guide, and you can run reports to gain insight about how people are interacting with the FAQs.
Support is great - there are many different ways to reach out to someone, and their online content is excellent.
The reporting platform - Zendesk Explore - is very robust. Once you understand the metrics and how to use the platform, reporting becomes pretty easy.
It's easy to manage FAQs with Zendesk Guide, and you can run reports to gain insight about how people are interacting with the FAQs.
What do you dislike about the product?
The people management features are sub-par. When you're managing a large team (100+) in Zendesk, it's difficult to download data and make bulk changes.
In Zendesk Support, you can't see the outgoing emails the way the customer would see them.
Zendesk is an expensive tool - so you have to make trade-offs about whether you think the features are worth the price.
In Zendesk Support, you can't see the outgoing emails the way the customer would see them.
Zendesk is an expensive tool - so you have to make trade-offs about whether you think the features are worth the price.
What problems is the product solving and how is that benefiting you?
We have 1,500-2,000 emails coming in from customers each day. Zendesk helps us stay on top of this ticket volume via smart routing, triggers, and macros.
Zendesk also helps us to manage internal processes that were previously managed in spreadsheets.
Zendesk also helps us to manage internal processes that were previously managed in spreadsheets.
Great Ticket System with Lots of Features
What do you like best about the product?
Ease of use, ability to generate and respond to tickets using emails. Great integration with third party tools. Love the customizability. Better than other ticket systems I've used in the past.
What do you dislike about the product?
Not many downsides, would love the ability for users to embed images into the initial ticket request, similar to how you can embed images in the ticket responses.
What problems is the product solving and how is that benefiting you?
Zendesk helps us deal with organizing large amounts of requests and priorotizing them based on location, status, and subject. We would definitely not be able to respond to requests as quickly and efficiently as we do without Zendesk.
Recommendations to others considering the product:
Check out the different customizable features. Look into third party integrations.
Zendesk Has Everything You Need!
What do you like best about the product?
There are so many customization options and apps you can add to truly make the platform work for your team. Personally love the Round Robin app for ticket assignment.
What do you dislike about the product?
Their customer support can take a day to reply to inquiries, but Zendesk has a fantastic library of how-to articles with lots of details on how to complete troubleshooting yourself.
What problems is the product solving and how is that benefiting you?
Zendesk makes it easy and fast to provide my customers with a fast reply with ease. My team is more productive and customer satisfaction stays high!
My support rep was responsive and helpful.
What do you like best about the product?
I like the user interface of the support portal as well as the admin portal. I also like the ability to automate some of the processes within Zendesk, such as using macros, triggers and automations.
What do you dislike about the product?
The Zbot can be annoying at times. If I click the chat bot for support and then close it, it will reappear every few seconds with an automated reply, and there is no way to close it permanently without closing the page/web browser.
What problems is the product solving and how is that benefiting you?
One of my agents is having trouble changing the requester of a ticket. The support rep explained why this is happening. It is not benefiting me because the solution does not work for my organization.
Recommendations to others considering the product:
Consider your needs to determine which package works best for your organization.
A great product for us
What do you like best about the product?
We use several integrations which allow us to connect Zendesk with our other platforms. It's easy to link users and tickets to other data, and with Light Agents, we can get everyone who needs it the ability to review the linked information. Where there are no integrations available, the API is well done and well documented.
The knowledge base and helpdesk have nice customization options to personalize it to our brand.
The knowledge base and helpdesk have nice customization options to personalize it to our brand.
What do you dislike about the product?
It can be difficult to get a high level, at-a-glance overview of all active tickets. We used the API (which is something I do like) to create our own dashboard to display active tickets and SLA's. The views section does not refresh automatically unless you are actively doing other things; We would have to actively refresh Zendesk and navigate through several pages to see the same data directly in Zendesk. Our custom dashboard refreshes regularly and displays everything compact enough to get that at-a-glance view we can monitor in real-time and share with others.
The helpdesk requires third-party cookers enabled in customers' browsers. We have had security-minded customers complain to us that they cannot log in to our help desk.
The helpdesk requires third-party cookers enabled in customers' browsers. We have had security-minded customers complain to us that they cannot log in to our help desk.
What problems is the product solving and how is that benefiting you?
Zendesk helps us engage with our customers when they have issues as well as reach out to them proactively for a variety of reasons. The helpdesk and knowledge base provides customers self-service and reduces the workload on our team members. The integrations and analytics/reporting allow us to find trends and engage other departments to improve the product and ultimately the customer experience.
Zendesk is a great platform for support
What do you like best about the product?
Configuration/admin abilities, agent interface, automations, integratability with other platforms/systems
What do you dislike about the product?
Some admin areas have extraordinary front-end abilities, whereas others don't. For example, I can import users in the interface but can't export (download a list of all our agents).
What problems is the product solving and how is that benefiting you?
Ability to efficiently manage support & services for our customers with added ease through automations and business rules, store the data for audit and referencing purposes, report on all data for SLA management and general analysis & reporting, and accurately forecast capacities.
Recommendations to others considering the product:
Zendesk is best in class when it comes to support ticket management, plus it hosts a wide array of native and integrated products that can meet multiple business needs.
Easy UI/UX
What do you like best about the product?
Zendesk is a very user-friendly tool. It has a lot of options under workspace like triggered, automation and tags which makes it easier to filter out tickets.
What do you dislike about the product?
Changing the account owner is a task and requires a lot of details
What problems is the product solving and how is that benefiting you?
Helping me and my team solve tickets and respond to the users within a certain period of time.
Extensive amount of features for comprehensive customer service
What do you like best about the product?
The flexibility of Zendesk has been a game-changer for us. We have been able to create flows that work for us, it's easy to manage triggers and macros, and the reporting allows us to drill in on problem areas so that we can target those with business improvements.
What do you dislike about the product?
It's costly and there's add-ons for the most sought after features. There have been some recent releases where the features released have caused a slight hindrance on process.
What problems is the product solving and how is that benefiting you?
We handle a large volume of incoming calls and tickets. Our agents are able to efficiently address incoming tickets, associate incidents with problems for mass resolutions, and create their own work queues.
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