Zendesk Suite
ZendeskExternal reviews
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Zendesk is a great platform for our needs
What do you like best about the product?
Its rare that we have issues, but on the few occasions we have the support has been exceptional.
What do you dislike about the product?
For us there are very few, I am looking forward to improvements down the line and the new team members' preview looks great
What problems is the product solving and how is that benefiting you?
It makes managing a great number of emails into our business easy, traceable and we are more productive as a result
Straightforward, detailed support.
What do you like best about the product?
Direct to the point and offered to look into it further if the original response didn't resolve my query.
What do you dislike about the product?
Nothing really, service was to my expectations.
What problems is the product solving and how is that benefiting you?
Had an issue with retrieving detailed call information via API / Talk. They provided a summary and offered to look into individual calls if required.
Recommendations to others considering the product:
Ensure the help desk meets all your needs prior as features and updates are few and far between.
Zendesk has been great for the most part!
What do you like best about the product?
The built-in reminders are very useful!
The fact that there is an app to go along with the website is very nice as well
being able to chat to support via the app is awesome as well
The fact that there is an app to go along with the website is very nice as well
being able to chat to support via the app is awesome as well
What do you dislike about the product?
Don't like how there isn't a dark mode for the app or theme. As someone that's on zendesk ALL the time, the white screen can really annoy the eyes after only a couple hours.
What problems is the product solving and how is that benefiting you?
It helps with our IT tickets quite a bit, especially with efficiency. Helps us be more organized and productive as well. Which in return has helped with our performance since we're able to help more people at once.
Recommendations to others considering the product:
It's been great! Awesome way to track many tasks and trickets.
They have everything you need in a Support System
What do you like best about the product?
I like the all-in-one capabilities. Phone, Chat, Tickets and analytics all in one place. We recently also added social channels which has been a game-changer for us.
What do you dislike about the product?
Using Zendesk analytics is very difficult. Creating new reports is challenging and I always find myself having to read several helpdesk articles just to get a simple statistic. There are way too many helpdesk articles and the Zendesk chat support is very hit or miss. Every now and then I get someone who's very knowledgeable and can help me quickly but more often than not I get someone who really doesn't know what's going on and just recommends I read more helpdesk articles. Things could be way simpler like setting up post-ticket surveys and other automation triggers could also be a lot easier. There's no ability to export a list of all your knowledge docs which seems like a simple ask. Recently they removed the ability to sort tickets by subject line.
But with all that being said, I've used almost all the support software out there and Zendesk is the most robust. I think that it grew too much overtime and maybe the codebase got away from the Dev team and they're not able to clean it up because I would imagine at this point they would need to start over. It's way better than other programs I've used in the past but the UI could be vastly improved.
But with all that being said, I've used almost all the support software out there and Zendesk is the most robust. I think that it grew too much overtime and maybe the codebase got away from the Dev team and they're not able to clean it up because I would imagine at this point they would need to start over. It's way better than other programs I've used in the past but the UI could be vastly improved.
What problems is the product solving and how is that benefiting you?
It's giving our customers a place to contact our support team so that we can help them. They can chat, call, email or send direct messages on social and we can respond to them. The ability to see customer satisfaction in real time is it big benefit to us.
It is very user friendly ticketing portal, with good functionalities.
What do you like best about the product?
Less server glitch during calls.
100% Server uptime.
Good graphics with the best functionalities.
Best ticketing platform with less latency.
Zendesk is simple & user-friendly.
100% Server uptime.
Good graphics with the best functionalities.
Best ticketing platform with less latency.
Zendesk is simple & user-friendly.
What do you dislike about the product?
The search index should be improved.
Associates hear low voices from another end.
Associates hear low voices from another end.
What problems is the product solving and how is that benefiting you?
It is centralized access for our team members.
Available for detailed reports for associates.
Can manage over 100 calls a day without any latency.
Auditing calls is made easy now.
Available for detailed reports for associates.
Can manage over 100 calls a day without any latency.
Auditing calls is made easy now.
Recommendations to others considering the product:
It is a nice ticketing portal for your contact centre with some great features like call recording and call auditing.
Quick support
What do you like best about the product?
I enjoy using zendesk support because it has all the features I need for my team to perform efficiently. The ability to easily make changes and customize the experience is very helpful.
What do you dislike about the product?
I do not like that I have to pay more to have access to all the customized reporting. If these reports are not available it should be easy to export all ticket history to create reports myself but it is not.
What problems is the product solving and how is that benefiting you?
It is solving the problem of making it easy to capture customer information, feedback and support steps in one easy to use location. We are also using zendesk guide to capture help article information and store it in one easy to use location for both customers and coworkers alike.
If there are ever any problems Zendesk is very responsive and collaborative to get the problem fixed
What do you like best about the product?
It's very user intuitive. You can help your customers quickly and easily without having to take too much time to learn the software before you jump right in.
What do you dislike about the product?
I don't know if there is anything I specifically dislike, I sometimes wish there is an easier way to sort through Macros and I also wish the "suggested macro" tool worked a bit better it's often not accurate.
What problems is the product solving and how is that benefiting you?
It's helping us to both answer our user's questions and also help educate them, which helps build our user trust and make our platform a more trusting place.
Zendesk is good, but there is a lot of missing/incomplete features
What do you like best about the product?
Zendesk Support, handling tickets, designing workflows using triggers and automations. Simple interface for both the end-user and the agents.
What do you dislike about the product?
Many features are missing from child tickets alerts, the main ticket can be closed without notifying the child tickets, not able to edit closed tickets metadata, Federated search is not supported in search bar, ticket forms subject, nor chat. No shift scheduling solution. There is no problem solution framework that can be enforced. Guide is not fully following the KCS guidelines.
What problems is the product solving and how is that benefiting you?
Ticket submission and resolution. Knowledge-base is good.
Recommendations to others considering the product:
Zendesk is suitable to small and mid-sized support teams, simple to setup and use, yet powerful.
Zendesk tool review
What do you like best about the product?
I can see most of the options as very relevant to the work
Its user friendly
navigation is very easy
non tech person can also easily understand the Zendesk tool and he/she can perform their tasks
very handy tool
Its user friendly
navigation is very easy
non tech person can also easily understand the Zendesk tool and he/she can perform their tasks
very handy tool
What do you dislike about the product?
graphics view
need some more automation or AI integration to this
rest all is fine as per my understanding
need some more automation or AI integration to this
rest all is fine as per my understanding
What problems is the product solving and how is that benefiting you?
Users/ customer issues supports
Recommendations to others considering the product:
Its Good ticketing tool to support users/customers
It was fast and succinct
What do you like best about the product?
Ease of tracking prior mail communications
What do you dislike about the product?
Lack of ticket sub-groups to enable faster tracing
What problems is the product solving and how is that benefiting you?
Tracking and accessing external communications
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