Zendesk Suite
ZendeskExternal reviews
6,522 reviews
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Very good tool love it
What do you like best about the product?
Very easy to use I have used few other ticket tool but overall Zendesk is something that have most for feature.
What do you dislike about the product?
I think UI could be more better to enhance the experience.
What problems is the product solving and how is that benefiting you?
It's avoiding manual work and keep good track.
Excellent and consistant service!
What do you like best about the product?
I like how Zendesk allows me to customize the layout and workflow of my support environment. They also provide highly adjustable triggers, automation rules, integrations, and applications to fine-tune the environment to my organization's needs.
What do you dislike about the product?
I feel that the time tracking ability is majorly lacking. Entries do not appear to be editable once submitted, making it difficult to work with if my agents make a mistake. Also, the reporting regarding tracking can be limited and difficult to determine time statistics for individual agents.
What problems is the product solving and how is that benefiting you?
One of the big problems being solved by Zendesk support is its ability to build custom reports using a powerful analytics engine. I can create highly customizable internal and external reports to get a better insight into how my team is doing and what clients are the most active during a particular time period.
Recommendations to others considering the product:
If you are on the fence about Zendek Support due to uncertainty in setting it up and configuring it, Zendesk offers an onboarding package to help you get the environment up and running. We used this service and it was extremely helpful in making sure we had everything up and running in time for our go-live date.
Tons of capabilities
What do you like best about the product?
Macros are great. Abilities to automate workflow and trigger sending emails is very useful in the support space. Keeps everything in one place as well.
What do you dislike about the product?
The product is a little bit complex, complicated due to the wide array of features it offers. It is a lot to learn
What problems is the product solving and how is that benefiting you?
Zendesk helps us keep track of all our support tickets in one place and provides useful reporting and statistics.
Easy to use ticketing system
What do you like best about the product?
Search functionality is great, it's easy to find what you're looking for quickly.
What do you dislike about the product?
Layout of tickets could be improved, option to read oldest to newest updates on a ticket would be nice to have.
What problems is the product solving and how is that benefiting you?
Zendesk helps us manage our customer experience efficiently.
Getting better, but not amazing
What do you like best about the product?
Customer service dept. is doing well using Zendesk. Very helpful to keep all tickets together. Once you get to learn it, it is pretty easy to use no matter how much technology you use.
What do you dislike about the product?
How you have to set it up yourself and is not set up for you unless you pay few thousand dollars. Materials are old and outdated and sometimes confusing. I don't like how you can't make a view with people you add as a follower or you can't make a view with different tags.
What problems is the product solving and how is that benefiting you?
It's solved the flow and easily is keeping all tickets together and easy to manage. It is making communication better between all departments which has been nice.
Helped us offer remote options to employees and ultimately double our market share
What do you like best about the product?
I really like how all emails come in to one inbox. it is very user friendly and makes it much easier to offer better consistent customer support
What do you dislike about the product?
The Reporting side of things is a bit tough at times. Sometimes you think things are being pulled in but they arent. Maybe you should offer more explore training and events.
What problems is the product solving and how is that benefiting you?
It allowed all of our request to flow into one place and allowed us to track that. Before zendesk we were just having agents use their business email for support. This made it almost impossible to track productivity.
Zendesk Review
What do you like best about the product?
The best part of using Zendesk is its triggers, automation and other top-notch features.
What do you dislike about the product?
You cannot add more than one question to your CSAT survey.
What problems is the product solving and how is that benefiting you?
Solving user issues via email and chat, also helps us track and build help center
Very good support ticket management
What do you like best about the product?
Integrates tickets from different channels
What do you dislike about the product?
Many options, sometimes complex to configure
What problems is the product solving and how is that benefiting you?
We can now manage all our support tickets, coming through different channels, in one platform
UI could be better
What do you like best about the product?
workflows, simplicity of the tool are good
What do you dislike about the product?
confusing UI, search feature with ticket no and consolidated list of all my tickets is hard to use or could not find
What problems is the product solving and how is that benefiting you?
ticketing for IT Ops
Recommendations to others considering the product:
can't think of any
Zendesk is an easy to use but powerful help desk tool
What do you like best about the product?
Zendesk's interface is easy to use and navigate. The interface is intuitive and the feature set is flexible enough to accomplish most tasks.
What do you dislike about the product?
While you can do many things through the UI, there are still some limitations that have to be overcome using custom-developed solutions.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to easily track our customer requests and ensure that they are getting timely and quality responses.
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