Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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best helpdesk tool
What do you like best about the product?
ease of use, automation and fully configurable to the organisations needs.
What do you dislike about the product?
sometimes (like adding a phone number) help is not a 123 step.
What problems is the product solving and how is that benefiting you?
easy sharing between agents for full problem history. all tickets easy searchable. reports etc
Precise, On point, All the need in fingertips
What do you like best about the product?
The customer support is really helpful. They educates about the platform precisely and also clears all the doubt's on a Zoom call.
The CRM itself is a charm
The CRM itself is a charm
What do you dislike about the product?
A feature for spam ticket management is something which needs to be improved
What problems is the product solving and how is that benefiting you?
An easy way to interact with the customers and address their issues. Making our life easy
Thank you For quick Fix
What do you like best about the product?
The system gave me option to priorotize my task
What do you dislike about the product?
nothing...everything is perfect. I am happy with the service and tool
What problems is the product solving and how is that benefiting you?
You have detailed articles on each which helps to get to a quick resolution.
Zendesk better than the rest
What do you like best about the product?
I love the seamless real-time support I receive from their staff. The ticketing agent and call quality are superb
What do you dislike about the product?
Zendesk can be a bit pricey but they quality of their product makes it worth it.
What problems is the product solving and how is that benefiting you?
we use zendesk to support our customers using our software.
2 year+ Suite user review
What do you like best about the product?
The efficiency and organization of the dashboards provided (Marcos, Guide, Explore) for agents and me.
What do you dislike about the product?
Lack of support and setup help. Very generic answers usually end with an article link thrown at you. Had to hire an outside consultant just to understand all the setup intricacies.
What problems is the product solving and how is that benefiting you?
Agent staffing and ticket transparency
Answer to Question
What do you like best about the product?
A lot of available information is available to researchers.
What do you dislike about the product?
There is so much information that it is very difficult to find what is current information and to find answers to questions.
What problems is the product solving and how is that benefiting you?
I'm closing older tickets and wanted to stop emails going to cc'd users. There is no way to do this in bulk.
Zendesk was great but it has a lot to work on.
What do you like best about the product?
I like that Zendesk offers different communication channels for customer service agents and customers. I used it for email communication for more than a year, and I'd say it's excellent - with the macro feature and the organization of tickets. And for chats, it auto-generates a transcript that will later be sent to the customer.
What do you dislike about the product?
The thing I dislike about Zendesk is that it doesn't auto-sync conversations. When a customer sends an email and then chats at a later time, there will be multiple tickets generated.
What problems is the product solving and how is that benefiting you?
It solves the problem of having an organized space for tickets with different statuses. It's beneficial in the sense that we're able to monitor tickets that are nearing their due date or need follow-up.
Director of Support
What do you like best about the product?
I love how it creates a one stop shop for all QA and Csat
What do you dislike about the product?
Phone routing could be much improved. I wish we could route intelligently.
What problems is the product solving and how is that benefiting you?
Integrating phone chat and email in one place
Great for ticketing, not so for project management
What do you like best about the product?
The ease of configuration, many of the Zendesk Labs add-ons.
What do you dislike about the product?
It doesn't connect to many of the tools we, as an MSP, use.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system and this works! All of our agents use it and we have the ability to create groups.
Added efficiency and consistency
What do you like best about the product?
Having the ability to create tickets for all communications is a great way to track employee statistics, SLAs and user satisfaction
What do you dislike about the product?
There is a little bit of a learning curve in getting used to the system and learning how to administer the system. The lack of ready customer service can be very frustrating.
What problems is the product solving and how is that benefiting you?
It satisfies our need to have full documentation and tracking of requests. When used correctly it saves our agents time and provides our end users with consistency.
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