Zendesk Suite
ZendeskExternal reviews
6,476 reviews
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Query answered
What do you like best about the product?
Tickets can be raised in various ways to be dealt with by different agents
What do you dislike about the product?
Not found any downsides during my support of Zendesk
What problems is the product solving and how is that benefiting you?
Used for customers to contact us - raising issues and queries.
No queries / complaints are missed.
No queries / complaints are missed.
Recommendations to others considering the product:
Get the setup right
Many resources available online. However, it takes a while to receive a reply from an agent.
What do you like best about the product?
Many resources are available - articles. I also like the customer self-service which allows customers to resolve the issue on their own.
What do you dislike about the product?
Slow to respond to inquiries. It is hard to get hold of consultants. It takes more than 48 hours to receive an answer is less than ideal. It would be good to have an agent available to chat in 15 minutes or receive the reply in 24 hour.
What problems is the product solving and how is that benefiting you?
Everything is integrated which helps us respond to customers from one platform. It also helps us analyse the data easily.
It's kind of a mess to be honest
What do you like best about the product?
I like the ability to message other users internally and the connectivity to Outlook
What do you dislike about the product?
A lot of technical jargon and triggers etc. make this software a little less user friendly
What problems is the product solving and how is that benefiting you?
It's just a way to organize and view work tickets from clients. It works for that purpose
Amazing Tool, Room for Improvement
What do you like best about the product?
I love having a ticketing system with such an amazing search tool and tracking for tags and customers. We use this for our internal IT helpdesk. The knowledge center is exciting for our customers who would like to troubleshoot things themselves
What do you dislike about the product?
One downside is the dashboard - we don't use it and it is causing confusion for new agents. Would be great if I could disable it site wide!
What problems is the product solving and how is that benefiting you?
ZenDesk has solved emails being lost and problems being forgotten about. With the SLA's and the ticket numbers, we are able to keep track of tickets much more efficiently. Agents are also able to collaborate by simply stating the ticket number
It is good but not very intuitive.
What do you like best about the product?
The organisation of the work. The tickets can be divided into Organizations and Groups and there are various metrics available to track them. Once set up correctly, it is a good tool to use.
What do you dislike about the product?
It is very rigid. Some attributes cannot be configured or changed. Like the Support dashboard - I cannot edit it to remove the things I don't like and keep only the metrics that I would like to use.
What problems is the product solving and how is that benefiting you?
Helps provide a good view of all tickets. Can set up different views in which the tickets can be ordered/ prioritised. The organization's page keeps track of all the clients in one place. Can view all the ticket's status and SLAs applied to them on the tickets as well.
all you need but from time to time some points not logical
What do you like best about the product?
i like the Makrofunction and dashboards which provides a good overview
What do you dislike about the product?
unfortunatly there is no changinghistory in the lower plans.
What problems is the product solving and how is that benefiting you?
Fast contact with custommers and automatizations
Recommendations to others considering the product:
Makro and autmatization allow you a fast classification and answerrate
It's easy to use, but does have some room for improvement
What do you like best about the product?
I liked the fact you could easily locate conversations through ticket numbers, escalate to another agent, and integrate it to social media, such as Instagram and Facebook.
What do you dislike about the product?
I disliked the occasional bugs we encountered. For instance, there were times where I had to use Instagram directly on their website instead of through Zendesk, due to bugs in the integration, which did take some time to be solved.
What problems is the product solving and how is that benefiting you?
When I was using it, it helped me answer all my clients in an organized fashion and we were able to create an interactive dashboard which was great for data analysis.
Recommendations to others considering the product:
It is an overall complete software for customer support management and they offer good training material for agents, as well as interactive events for knowledge and networking in the industry. It did have occasional inconveniences and bugs, though, but once they were solved the experience was pretty smooth.
Not the best user experience, can be chaotic, but gets the job done.
What do you like best about the product?
It's nice that you can set up your own automations and business rules.
What do you dislike about the product?
The account manager that is our point of contact is nonresponsive. The moment we paid for the account until he only responded to one email because I asked the sales person to make a second and third introduction. Crickets after that.
What problems is the product solving and how is that benefiting you?
Gets tickets from our clients to us.
Quick and accurate assistance
What do you like best about the product?
I am able to quickly get my questions answered, and when it is something too specific or unique they are able to have an agent reply super fast.
What do you dislike about the product?
The prompted assistance takes too long to get through in order to ask your question to an agent.
What problems is the product solving and how is that benefiting you?
It is helping me to design my internal ticketing system to give team members the best user experience
Lots of functionality, reliable, but slow improvements
What do you like best about the product?
Zendesk is a solid foundation for our contacts. You can have a simple base or add many levels of customization to it using custom apps, or marketplace apps.
What do you dislike about the product?
Zendesk takes a LOOONG time to make some changes. They offer so many features that change to one can take forever and sometimes basic functionality is missing but "on the road map"
What problems is the product solving and how is that benefiting you?
Zendesk is bringing all our conversations into one place, saving our teams time and effort running around different systems
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