Zendesk Suite
ZendeskExternal reviews
6,481 reviews
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Solid product, but some usability items to work on to reach superb!
What do you like best about the product?
Ticket and knowledge base built into the same product. Ability for the ticket support agent responses to add to the knowledge base.
Much better than other products I've used in the past.
SSO functionality is awesome - users are in by just clicking on a URL.
Much better than other products I've used in the past.
SSO functionality is awesome - users are in by just clicking on a URL.
What do you dislike about the product?
Ticket functionality needs work (cannot remove subject or description fields).
Not as intuitive to use when getting started.
Reports/dashboards needs some usability tweaking for the fields that can be reported on and for the fields to be used with conditional logic expressions.
Not as intuitive to use when getting started.
Reports/dashboards needs some usability tweaking for the fields that can be reported on and for the fields to be used with conditional logic expressions.
What problems is the product solving and how is that benefiting you?
One-stop for tickets and self help.
Zendesk User feedback
What do you like best about the product?
What's great about the Zendesk is that it is really beginner friendly, user friendly,easy to work with too and a very efficient support provider. I've been using this platform for 4 years not until our company changes our tool recently this year.
What do you dislike about the product?
The only thing that I dislike about Zendesk is that sometimes (not all the time) when Zendesk support system updates, we would encounter error or glitch on our end while using the tool.
What problems is the product solving and how is that benefiting you?
Well since Zendesk support tool is so easy to use and to manage, sending emails or chatting to our customer has been easier than ever and due to this our customer gives us amazing feedback about how efficient our service are.
A robust tool but not super user friendly
What do you like best about the product?
I like having light agents creating groups and organizations as well as the knowledge base/help center
What do you dislike about the product?
I don't like moving from admin center to guide to tickets, I wish I could assign tickets to light agents, I wish your default views were more intuitive and easy to see/change, There should be more templates to choose from for articles, getting specific help is a bit hard/time consuming and I want to integrate others apps and it's all overwhelming for a new customer. The training guides don't start or include the specific things I need as customer service my focus is my own customers, not my organization as a customer to zendesk, but most articles are written for developers at such a high level and there is SO much text it's too much to read and digest easily
What problems is the product solving and how is that benefiting you?
It is better than HelpDesk which were using before and has an actual app that works and the whole end to end customer support we can provide now is SO much better! And your sales persom was very responsive and helpful, unlike Freshdesk who we also got quoted. That is ultimately why we went with Zendesk, is the customer support for us.
I've enjoyed using zendesk over the last 3+ years
What do you like best about the product?
The usability day-to-day is pretty good. Easy tool to work out of. It's not very hard to train people in this tool to get them up and running and being able to take tickets.
What do you dislike about the product?
Some of the usability in the admin center could be better. When making changes to customization, it is commonly tedious and requires loads of clicks to make the changes (adjusting fields and forms, updating triggers/macros, etc). Additionally, creating help center articles should be easier. An import tool would be a big help here. Our team will create articles in a tool like google docs so that we can quickly collaborate and get the articles created. Then, the builder that is used in the Zendesk help center is tedious to recreate these articles in the help center. An import mechanism would be great. Also, there's a feature request with a lot of people in agreement that in the new agent workspace, Zendesk NEEDS to go back to having the ticket title on the tab for that ticket instead of the title of the requester.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to have multiple, configurable channels for receiving questions/feedback/messages/bug reports from our customers. As our business evolves, we can update the channels that are being used to better serve our customers and be more available to them. It's also allowing us to track trends based on custom fields we have on our tickets. This then allows us to report on those fields and have actionable takeaways from our Support tickets.
Its very user friendly
What do you like best about the product?
Everything is organized., Interfaraince has to more eiiective.
What do you dislike about the product?
Interference has to be more handy, We are not able to send the attachment on live chat/WhatsApp.
What problems is the product solving and how is that benefiting you?
I am not able to see my unsolved tickets option on lift hand side.
Very good thus far
What do you like best about the product?
The general system is clear and easy to understand
What do you dislike about the product?
There could be more customisability for support
What problems is the product solving and how is that benefiting you?
It is enabling our company to provide smooth and easy customer support
Working with Ultimate (solution & team) is a pleasure
What do you like best about the product?
They understand our needs and help us achieve our goals in a quick and efficient manner. They are an extension and an enhancement to our team.
What do you dislike about the product?
There is nothing to share at the moment. :)
What problems is the product solving and how is that benefiting you?
We are taking customer service to the next level by helping design chatbot conversations in a way that would increase self-service and thereby hopefully also increase customer experience.
An Amazing CRM Tool compacting dozens of features all in one place
What do you like best about the product?
How easy it is to organize and manage incoming tickets from all channels and the ability to set intelligent triggers that will quickly identify the type of ticket, whether its an issue , quire ...etc
What do you dislike about the product?
The fact is that when an update hits, they sometimes change the way how a particular function gets executed, so we need to get used to the new method.
What problems is the product solving and how is that benefiting you?
Organization, before zendesk, we used to rely on multiple apps to meet our demands like a dedicated ticketing system and a dedicated live chat system, but with zendesk you get all of that and more in one place
Zendesk is OK, not very flexible
What do you like best about the product?
Zendesk has a Clean UI and good documentation website
What do you dislike about the product?
Zendesk is not that flexible, its support team does not always give you the correct answer.
What problems is the product solving and how is that benefiting you?
We use the Zendesk ticketing system
MARY STEW ZENDESK REVIEW
What do you like best about the product?
Easy viewing system to assign tickets and alter system when tickets need to be completed. I also love that you can customize the view to make it more specific to your viewing needs in order to solve tickets faster.
What do you dislike about the product?
I wish it was a bit easier to catagorize the types of tickets and have them auto-populate to certain assignees based off of who is requesting them and /or the content!
What problems is the product solving and how is that benefiting you?
It is solving the problem we had previously where all of our consultants (we are a staffing firm) wereusing our personal inboxes for correspondance. This has allieviated that lift.
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