Zendesk Suite
ZendeskExternal reviews
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It does the same job as Freshdesk but with average support at 3 times the price
What do you like best about the product?
It stores most of the information you need centrally and this makes it easy for our support team to respond and manage to users.
What do you dislike about the product?
1) Mobile version is horrible. 2)The tickets are just stored and there is no real value add apart from storage. Does not even integrate well with Gmail. It is difficult to configure. 3) Bulk changes to tickets is not possible. It is so tedious you'd rather give up. 4) it is EXPENSIVE, with no ADD-Ons. Freshdesk offers everything at a lesser price.
What problems is the product solving and how is that benefiting you?
Support issues were getting clogged in email. We needed a ticket tracking system whcih can help us stay organized.
Recommendations to others considering the product:
Do not consider this product, if you are starting out, start with a simpler product like a Freshdesk or Zoho. Zendesk should be the last option.
Didn't meet our need
What do you like best about the product?
Zendesk is pretty simple to use, and is a good solution if you aren't looking to offer rapid chat support.
What do you dislike about the product?
We ended up going with another product because Zendesk did not allow for us to quickly interact with our customers in-product.
What problems is the product solving and how is that benefiting you?
The initial reason we chose Zendesk was to offer support to our customers. However the ticketing system did not allow us to support customers quickly and in-product.
Recommendations to others considering the product:
Consider Zendesk for non urgent requests-- it's not great for in-product support.
Zendesk - Beginner User
What do you like best about the product?
The initial set-up is very quick and easy. You can go "live" in a matter of minutes.
What do you dislike about the product?
At the moment, we do not have the people support to fully engage in Zendesk Support. It will be a transition period that leads little value ad in the meantime. Also, considering the function of Zendesk Support, I have found that self-help through their own site is not as easy as it probably should be. I've had to search longer than expected to find answers.
What problems is the product solving and how is that benefiting you?
Using Support alongside Zendesk guide we have been able to track our users, and have our clients help themselves work through common issues.
Recommendations to others considering the product:
Zendesk Support is perfect for an e-commerce business. In the manufacturing world, we have found some of Zendesk's other services to be more beneficial Still being in the implementation phase, we hope this will be a value-add to the business.
I don't like Zendesk
What do you like best about the product?
I suppose the interaction with other websites and apps is a good feature.
What do you dislike about the product?
I dislike the call features and the way we have to save a ticket as open then save again as pending.
What problems is the product solving and how is that benefiting you?
We just use it to manage emails to customers.
Recommendations to others considering the product:
I recommend other options, Zendesk is not the best software. The mobile app is very limited too.
Best for big business
What do you like best about the product?
The ability to integrate with other features I need (talk, guide, chat) with support all from the same company.
What do you dislike about the product?
The learning curve for how to use and implement Zendesk is too great.
What problems is the product solving and how is that benefiting you?
Customer contact/support
Zendesk
What do you like best about the product?
Frontend and the reporting feature is good
What do you dislike about the product?
I have nothing to dislike in this product
What problems is the product solving and how is that benefiting you?
Tier 1 helpdesk reporting
Zendesk
What do you like best about the product?
It's an good way to track and clear work tasks.
What do you dislike about the product?
- Each new ticket that comes in sends two separate notification emails. It clutters up my inbox and makes it difficult to see what the request is.
- On the site itself the tickets are decentralized by default. I have to click around to see what requests haven't bee addressed yet.
- On the site itself the tickets are decentralized by default. I have to click around to see what requests haven't bee addressed yet.
What problems is the product solving and how is that benefiting you?
Every request that's made of us can be entered there, and then prioritized so the most urgent issues are handled right away.
Zendesk
What do you like best about the product?
This software is currently in review before the purchase. Versalility and ease of use
What do you dislike about the product?
We just got this software this week, it is still too early to list the cons associated with the use of it.
What problems is the product solving and how is that benefiting you?
To streamline the customer support service
Good for large organizations
What do you like best about the product?
This product is really great Ilif you have a large organization and communication and tracking is poor.
What do you dislike about the product?
Not good for smaller organizations, too long and too much process.
What problems is the product solving and how is that benefiting you?
Tech tickets and issues/questions for other departments.
Not a very great UI. Not easy to use
What do you like best about the product?
Solves the basic purpose of ticket support
What do you dislike about the product?
THe User experience is pretty old-styled. It can be made much better for ease of use
What problems is the product solving and how is that benefiting you?
Ticket support
Recommendations to others considering the product:
Solves the purpose. Not great UI
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