Zendesk Suite
ZendeskExternal reviews
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Great Service
What do you like best about the product?
The chat gives you instant access to support people
What do you dislike about the product?
The wait for an agent can be up to 15 minutes in my experience
What problems is the product solving and how is that benefiting you?
Emails were not going out to users
Recommendations to others considering the product:
Yes
Zendesk could be easier
What do you like best about the product?
The agent workspace is my favorite thing of Zendesk. They used their years of experience on this new tool and it showed.
What do you dislike about the product?
If only they used their years of experience in making all the other areas as good. Triggers, Rules, and Automations are using outdated processes.
They take too long to release enhancements.
They take too long to release enhancements.
What problems is the product solving and how is that benefiting you?
I lead a pre-sales team. I am using Zendesk to solve issues during pre-sale.
Flexible and functional ticketing system
What do you like best about the product?
I like the ability to categorize tickets by the requester, type of task, assignee, or due date. You can group requesters (or end users) and agents (or staff) into "organizations". Overall, it's easy to arrange tasks into "views", which helps when prioritizing and delagating.
What do you dislike about the product?
The user interface looks a bit outdated. The settings are difficult to navigate as there are multiple pages to change settings for the same thing, for example the user settings.
What problems is the product solving and how is that benefiting you?
We use Zendesk to manage help requests within our organization. This allows us to track, delegate, and consult interally within our team, so that we can efficiently solve problems and respond to our colleagues with their requests for support on a wide variety of tasks.
A helpful tool to your daily basis
What do you like best about the product?
Easy to use. Allows adding emoticons to your messages. Easy to share a ticket around your team.
What do you dislike about the product?
Nowadays insights are a nightmare. Too many clicks to get basic information.
What problems is the product solving and how is that benefiting you?
Technical Support
Recommendations to others considering the product:
This is a great tool to reach out to your clients. Simple and professional!
Great tool for Customer Experience Management
What do you like best about the product?
Ease of communication, simple to use the basic interfaces, sleek design, macros
What do you dislike about the product?
Pricing is a little bit high, complicated to use automations / triggers without assistance, not enough colour choice for text.
What problems is the product solving and how is that benefiting you?
- Product issues, presale questions
- Keep customer contact
- Easy to navigate
- Keep customer contact
- Easy to navigate
Has consolidated our multiple channels of communication into one place
What do you like best about the product?
Different channels are seamlessly integrated
What do you dislike about the product?
It has taken some time to get setup exactly how we want
What problems is the product solving and how is that benefiting you?
Less communications are being missed, because our team only have to check one place
Zendesk Support review
What do you like best about the product?
Very user friendly / easy to learn/ it has this amazing feature that allows you to see if somebody is currectly viewing a ticket, so you don't duplicate the ticket
What do you dislike about the product?
The time that I used it, it did give me any issues
What problems is the product solving and how is that benefiting you?
I I don't have any problems with Zendesk at the moment
Recommendations to others considering the product:
none
Zendesk - the original communications platform
What do you like best about the product?
Zendesk is a beacon for all communication platforms. The multitude of applications it accepts is astounding, and it's extremely popular within the customer experience space.
What do you dislike about the product?
It's not very user-friendly for an entry-level understanding individual. You'll most likely require assistance from a Zendesk agent to accomplish whatever you set out to do. You nearly feel like you need a tech degree to do a lot of things! But, their staff is extremely helpful and responsive.
What problems is the product solving and how is that benefiting you?
The ability to add a sizeable macro library, as well as institute "Guided Mode" among agents, has been a game-changer. I would just like to see it be more user-friendly.
The best HelpDesk solution we have ever used
What do you like best about the product?
Best in class solution, quick and easy to use but with plenty of options to customize and modify it to your needs
The best android and iOS app for remote connection and updates
The macros and automatic information that can be added to tickets is a real time saver
The best android and iOS app for remote connection and updates
The macros and automatic information that can be added to tickets is a real time saver
What do you dislike about the product?
The jump from one pay level to the next is really steep and there are no real incentives to move up to the next pay level
The android app sometimes doesn´t update the ticket
There should be another level of responsibility between an Admin and an Agent, maybe someone that can modify tickets and change the information requested but that cannot change the payment information or something like that
The android app sometimes doesn´t update the ticket
There should be another level of responsibility between an Admin and an Agent, maybe someone that can modify tickets and change the information requested but that cannot change the payment information or something like that
What problems is the product solving and how is that benefiting you?
We manage all of our tech support using ZenDesk, even for our demos and new products
Generate all of our usability and time management reports from ZenDesk
Generate all of our usability and time management reports from ZenDesk
Recommendations to others considering the product:
This is simply the best helpdesk solution, does not matter if you compare it to in site or SaaS solutions
The reports and reporting options are great for basic needs, but since we export everything to Excel it is not a problem for us
The reports and reporting options are great for basic needs, but since we export everything to Excel it is not a problem for us
Organization at its best, if you can learn it
What do you like best about the product?
Automation is key with zendesk, you can automate macros replies, triggers for tickets, a chat bot, the list goes on. Also, organizing teams, queues, ticket types is a breeze.
What do you dislike about the product?
The learning curve can be a bit much if you are not tech savvy.
What problems is the product solving and how is that benefiting you?
We have a company help center and have been able to encourage support tickets for full tracking and lifecycle of every company mail piece, onboarding/offboarding request, verifications and all things for our internal HR team.
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