Zendesk Suite
ZendeskExternal reviews
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Not sure if I would use Zendesk again
What do you like best about the product?
Zendesk seemed to work well for customer support emails. It suited its purpose as a start up program when starting my business. There is not much that I like best about it. It was just OK to use. A great starter program for someone just starting out. I was just looking for other things like apps to make the work flow better. It did work pretty well for just basic email handling for my company. It is a good starter program for a new business until they grow out of it.
What do you dislike about the product?
I have had better with another platform instead of Zendesk. I found it to be somewhat slow and glitchy and I even had trouble using the search function. We could never get Zendesk to properly load the shopify apps while we used it. I doubt I will ever use it again. I really needed this function to work and we could never get it to sync properly so we were forced to search for a different program to use. I would have kept using it if the apps would have worked.
What problems is the product solving and how is that benefiting you?
After switching to a different program and no longer using Zendesk, I have found that there is not much that I miss from my work and experience with Zendesk. I feel I had more trouble using it than I did being able to work and assisting customers. It slowed my company down instead of helping it.
Recommendations to others considering the product:
Check out other programs before commiting
Not easy to use
What do you like best about the product?
It's ability to handle support cases and sending an alert email each time a case is opened or updated
What do you dislike about the product?
its inability to search for historical cases or drill down through past emails
What problems is the product solving and how is that benefiting you?
handling support cases
Gets the Job Done
What do you like best about the product?
I like that it is easy to submit a ticket
What do you dislike about the product?
I dislike that it is very difficult to follow-up on a ticket. There is also no process for contesting -- I recently had a ticket closed before the issue was resolved and I had to submit an entirely new incident.
What problems is the product solving and how is that benefiting you?
Helps to communicate with remote tech support
Recommendations to others considering the product:
Allow easier communication
It's ok
What do you like best about the product?
It was easy to use and integrated with zoho crm
What do you dislike about the product?
Not much you are able to change. Couldn't customize.
What problems is the product solving and how is that benefiting you?
We used as our ticketing system
Zendesk works for internal ticketing system
What do you like best about the product?
I like that you can change the status of the tickets and collaborate with others on your team with the internal note
What do you dislike about the product?
The format for the response email when a ticket received is not pretty. It can be confusing for the receiver as the content of the email is a bit messy (too much going on) and the actual written message can be lost
What problems is the product solving and how is that benefiting you?
We are using zendesk as a one-stop shop for requests from our agents ( we are a real estate brokerage) and then we can disburse and manage among our team. Also use it to track the status of tasks, i.e. when a task is complete, awaiting response, or hasn't been addressed yet
Recommendations to others considering the product:
Responses from zendesk can be confusing to the customer/person sending the request
Unimpressed with such a "Reputable" Service
What do you like best about the product?
I am not sure if i can highlight any feature that I liked best, this was my first foray into exploring evaluating support systems and if you are not an experienced user I do not recommend Zendesk. The nice thing is it is quite cheap for the entry level but similar products like Freshdesk come in free at a similar feature set level
What do you dislike about the product?
The navigation of the admin console is not intuitive at all. The way the menus and terms have been assigned/setup makes it very irritating to find where you need to be to complete very basic steps such as autoresponders, blacklists, automation rules etc.
What problems is the product solving and how is that benefiting you?
Our business needed to be on top of customer support for our clients, they heavily depend on all services being available 24 hours a day and if they are not, they want quick resolution. Zendesk was trialed as a solution for our support process automation but fell far short of what we wanted.
Recommendations to others considering the product:
If you are not experienced in setting up a support portal opt for another service such as Freshdesk or one of the offering from Atlassian
Usable, but poor search, reporting and community features
What do you like best about the product?
* It just works.
* Submitting a ticket via email is fairly straightforward
* Semi-modern web UI
* Good performance
* Submitting a ticket via email is fairly straightforward
* Semi-modern web UI
* Good performance
What do you dislike about the product?
* While UX is not terrible, it's also not great. The navigation in the app could be much more efficient
* Search really sucks. Searching for tickets (as an agent) is hard
* Community features are really weak. A user can't do tasks as simple as "Find all posts by me". You have to dig through your emails to find the notification messages from Zendesk if you want to look up a topic you previously participated in
* Very poor reporting capabilities. A customer support portal is a gold mine of insights. You should be able to easily do things like track the number of zupport tickets tagged with a tag or tickets containing a certain keyword in the title, but there isn't a straightforward path to do that. Even if you find a way to get something _close_ to what you need, you move on to the next problem: how do I build a dashboard from it and share with my coworkers? Or how do I set up an automatic email report? This is impossible with zendesk, especially if you only have a limited number of people with full Agent licenses. Zendesk does have a standalone product, Zendesk Explore, that you can purchase for an additional fee, but that's ridiculous. I really don't appreciate how Zendesk bullies you into paying them more money for things that should be included into the standard package.
* Search really sucks. Searching for tickets (as an agent) is hard
* Community features are really weak. A user can't do tasks as simple as "Find all posts by me". You have to dig through your emails to find the notification messages from Zendesk if you want to look up a topic you previously participated in
* Very poor reporting capabilities. A customer support portal is a gold mine of insights. You should be able to easily do things like track the number of zupport tickets tagged with a tag or tickets containing a certain keyword in the title, but there isn't a straightforward path to do that. Even if you find a way to get something _close_ to what you need, you move on to the next problem: how do I build a dashboard from it and share with my coworkers? Or how do I set up an automatic email report? This is impossible with zendesk, especially if you only have a limited number of people with full Agent licenses. Zendesk does have a standalone product, Zendesk Explore, that you can purchase for an additional fee, but that's ridiculous. I really don't appreciate how Zendesk bullies you into paying them more money for things that should be included into the standard package.
What problems is the product solving and how is that benefiting you?
We have a large web app and we use Zendesk to track customer support tickets and inquiries, as well as build a customer help portal and a community forum. Zendesk works, but leaves a lot to be desired. The limitations of the base product make it very hard to adopt Zendesk company-wide, outside of the Customer Support team.
Recommendations to others considering the product:
Think hard about what you're really trying to build and what functionality what you might need in near future, and what teams in your company would be using the product. Zendesk may be fine for the support team, but it makes it really hard to share reports with other departments, and the reporting capabilities themselves are fairly limited. If I made the decision, I would go with JIRA Service Desk in a heart beat.
Good for developers, less good for project managers
What do you like best about the product?
It is amazingly easy to assign tasks to different team-members
Once you figure out how to use it, it's easy to see what is past-due, and easy to update tasks as new information is added or reply to the task as it is worked on.
Overall it is very functional.
Once you figure out how to use it, it's easy to see what is past-due, and easy to update tasks as new information is added or reply to the task as it is worked on.
Overall it is very functional.
What do you dislike about the product?
It isn't very pretty to look at, it is a little confusing to get around (especially if you're new to it), there is no easy way to look at outstanding tasks 1 person needs to work on.
What problems is the product solving and how is that benefiting you?
We are using it to have client submit problems, bugs, changes that they would like to see on their sites instead of clogging up our emails.
It is very successful at un-clogging up email and replying to the client with updates as needed.
It is very successful at un-clogging up email and replying to the client with updates as needed.
Easy to use, with a few glitches
What do you like best about the product?
Intuitive screens, easy to create custom views, search capability is fairly good.
Macro creation helps with answering tickets.
Macro creation helps with answering tickets.
What do you dislike about the product?
There are times when the system is very slow, which is frustrating. It also drives me crazy that you cannot hit enter in the middle of a sentence- the system throws an error and you have to reload the page, sometimes losing data in the process.
Would also like additional formatting capabilities.
Would also like additional formatting capabilities.
What problems is the product solving and how is that benefiting you?
We are using Zendesk for Support ticket management. It is allowing us to track time, successfully track and triage tickets from both internal and external customers.
Zendesk. Ever changing.
What do you like best about the product?
Zendesk is relatively easy to use. Tickets are able to be sorted, and your reopens go to you instead of back into a pool to be responded by an entirely different person. Chat and phone support are easily accessible.
What do you dislike about the product?
Zendesk feels the need to constantly change things, even minor things like font. If it aint broke, don't fix it.
What problems is the product solving and how is that benefiting you?
I solve technical problems for our clients as well as our freelancers, while also providing general information on our company to those who need it.
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