Zendesk Suite
ZendeskExternal reviews
6,650 reviews
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Robust Customizable Support/Ticket System
What do you like best about the product?
My favorite features of the system are all the customizable options you can do with tickets and supporting customers. What is especially handy is all of the automation and trigger features to handle tickets without the need of manually doing all processes. In addition, being able to drive automation by tags simplify the actions for each support agent.
What do you dislike about the product?
It can become a little costly if you only need certain features which may require a full license.
What problems is the product solving and how is that benefiting you?
We've been utilizing custom automation to help reduce the time an agent needs to spend on managing tickets.
Recommendations to others considering the product:
Look into the various licenses available to see what works best for your needs.
Really great so far
What do you like best about the product?
I love that you get a really nice template to use straight out the box for your help desk, competitors don't offer this.
What do you dislike about the product?
I found it hard to find my help centre (its called guide) this was a little confusing to me
What problems is the product solving and how is that benefiting you?
So far we are looking to have a single source of truth that saves us time and resource when supporting our customers
Effective, straight-forward system.
What do you like best about the product?
Zendesk apps make setting up specific functions a breeze. Very easy to modify, and get your exact experience set up.
What do you dislike about the product?
There can be issues on the technical side that aren't always the easiest to understand what's happening. And support almost always starts through LiveChat, which can be inconvenient.
What problems is the product solving and how is that benefiting you?
It is a good all-in-one solution for chat, phone, and email, and integrating them well.
The most complete CRM package.
What do you like best about the product?
Managing roles and groups for different agents
What do you dislike about the product?
Help Center Organization Ticket Views needs a separate paid subscription per seat of Support.
What problems is the product solving and how is that benefiting you?
eCommerce issues. Enabling collaboration through Internal Notes
Recommendations to others considering the product:
Check your budget first and how many will use the system as it's paid per user and have to contact your Account Manager for reduction.
Zendesk Support
What do you like best about the product?
The agents who assist with Zendesk issues are very knowledgeable.
What do you dislike about the product?
There are some limits to the program that I do not like. I would like the ability to pend a ticket(one single ticket) for x number of days. Or to set reminders.
Using Zendesk explore is not intuitive and hard to figure out if all the data isn't pulled correctly.
Triggers need more steps and advice on how to configure.
Using Zendesk explore is not intuitive and hard to figure out if all the data isn't pulled correctly.
Triggers need more steps and advice on how to configure.
What problems is the product solving and how is that benefiting you?
How tickets are organized for urgency has helped
Recommendations to others considering the product:
Take time when setting things up. Watch training videos
Zendesk as a convenient tool
What do you like best about the product?
The admin experience is easy and efficient. Viewing, responding, and categorizing tickets is quick and easy. I also enjoy the ease of switching through Zendesk support, Knowledge base, and explore. The ability to create labels, sub-labels, tags, and macros are crucial for our business to sort and filter to create a report. I also like the ability to integrate Zendesk support with our FAQ page, through Kowledge base. The user support is also very nice. The live chat for admins was quick and responsive and the agent can point you in the right direction. The account managers are also very personable.
What do you dislike about the product?
Not flexible enough concerning the interface adjustment - not possible to add an extra tab for leads/contacts page, no integrated tools for duplicates search, not available to subscribe the Reach feature only for one account in the company - you kind of HAVE TO pay it for every colleague, even if s/he doesn´t use it. Also not possible to freeze a note on a lead/contact page to hold it always on top. No possible to add a 2nd category like "Unqualified" with a menu - so you have to build a huge list of all the disqualification reasons which get a mess.
What problems is the product solving and how is that benefiting you?
We are doing our best to manage ticket response times and get analytics around support requests. We would also like to make support feel more reliable but not impersonal. We are also using Zendesk to build a knowledge base integrated with the platform where responses are submitted. We are early in the process and it is yet to be seen what benefit we will realize. I primarily use Zendesk's helpdesk features to assist customers with technical issues. I report issues to the Atlassian suite using a Atlassian suite extensions. We replaced a pathetic ticketing system that had no features, and an Outlook Inbox - so anything modern would be an improvement.
Recommendations to others considering the product:
I recommend this
Simple and Organized
What do you like best about the product?
Correspondance with customers is organized into threads so that multiple agents and lite agents can remain informed and involved with each ticket as necessary.
What do you dislike about the product?
Multiple threads on the same topic have to be merged manually
What problems is the product solving and how is that benefiting you?
Customers receive prompt and complete resolution of each request which is not lost in an inbox.
Recommendations to others considering the product:
Add functionality incrementally
Support ticket review
What do you like best about the product?
Zendesk has provided us with all of the tools necessary to use the product for departmental support. It has the workflows and ticket management that we need to work for our business processes.
What do you dislike about the product?
The pricing is a bit expensive for a non-profit, however we are making it work.
What problems is the product solving and how is that benefiting you?
Our HQ back-office departments (hr, it, marketing, finance, etc.) support our regular staff. It has given us the tracking tool that we need to help ensure that tickets are well managed.
Almost great, but lacking some important stuff
What do you like best about the product?
Easy to set up, user-friendly and intuitive UI
What do you dislike about the product?
Hard to find a way to file a support ticket, little debug information when error occurrs
What problems is the product solving and how is that benefiting you?
We are integrating our support channels into one system. This will help us ensure that every support request is handled.
Very stable solution, an industry leader
What do you like best about the product?
Integrates well with external solutions.
Great support.
Customizable for your needs.
Great support.
Customizable for your needs.
What do you dislike about the product?
As with any software, we had some minor issues like Zendesk help center was unavailable to our users for quite a while last week due to misconfiguration.
However, Zendesk support has helped us to resolve the problem timely.
However, Zendesk support has helped us to resolve the problem timely.
What problems is the product solving and how is that benefiting you?
We are providing support to Swiftify users and using web widgets, email support channel and help center.
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