Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Service is good but need to provide more add ons
What do you like best about the product?
Service is good but need to provide more add ons
What do you dislike about the product?
Need for inbuilt fetures and free add ons
What problems is the product solving and how is that benefiting you?
It is solving the ticket creation problems.
Recommendations to others considering the product:
This support tool is good and can be used
Live chat would be great.
What do you like best about the product?
There is plenty of information to pullfrom. I think the tutorials make it very helpful especially when there is a video involved.
What do you dislike about the product?
I would just like to have some live suppot. It might be there but I've only recieved follow ups even at my old company.
What problems is the product solving and how is that benefiting you?
It allows for us to really define a platform for customers to contact us. Giving us multiple channels.
Recommendations to others considering the product:
READ!!! Educate yourself on all the functionality that the platform has to offer. It's a lot.
support automations
What do you like best about the product?
The bot that routes you to relevant articles, helped me handle my cases on my own.
What do you dislike about the product?
A few times I contact support I had to wait a long time for a resolution.
What problems is the product solving and how is that benefiting you?
Bugs in the system, routing issues
Good overall, with a couple of annoying
What do you like best about the product?
Zendesk offers a flexible ticket response form and powerful integration capabilities, supported by good dashboard reporting. If you are in the market for a ticketing system you should certainly consider it.
What do you dislike about the product?
Excessive email notifications - every individual field update to a ticket triggers a separate notification email to those following or ccd - there really should be a function to consolidate updates within a chosen timeframe into a single email. Admin navigation is unintuitive (in my view, and possibly subjectively) and lacks sufficient bulk action capability without resorting to the API. Our end users also advise that the customer's ticket list view (not the individual ticket view) lacks detail and appears to lack any simple export/report capability available to the end customer (so far as we have found).
What problems is the product solving and how is that benefiting you?
We use Zendesk as our global support ticketing process for multiple products. It provides a platform for managing individual customer issues and gives an easy overview of global or regional activity via highly configurable dashboard-style reports that can be displayed on screens in the office and are available to the management team. It also integrates to our development management platform
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
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