Zendesk Suite
ZendeskExternal reviews
6,644 reviews
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Does what you need, but not always intuitive
What do you like best about the product?
This platform allows me to easily manage communication with clients and sort out tickets between me and my colleagues. I'm able to leave internal notes to ask colleagues for advice before sending the public response, which is very helpful.
What do you dislike about the product?
I hate that I cant create a macro-template from an email. Sometimes after writing an email, I think 'I type this out a lot, I should make it a macro.' but then I have to copy all the text, click around about 6 times, paste, and do a few more clicks in order to actually create the macro. Not very user friendly, especially for a product that I imagine macros are so heavily used on.
What problems is the product solving and how is that benefiting you?
A combination of client success and customer support. I like that I can manage these out of separate buckets and they don't all get mixed together. I can also step in and help my co-workers with their tickets, without have them be private or scrambled in with my own inbox.
Good System
What do you like best about the product?
The system is easy to use and allows for many custom like features.
What do you dislike about the product?
Some features can only be used by admins.
What problems is the product solving and how is that benefiting you?
Ability to share problems and incidents across a large group.
Solid help desk and support system
What do you like best about the product?
Tickets being assigned to SMEs, knowledge base articles
What do you dislike about the product?
Busy UI can be slightly cleaned up, but the overall product is excellent to use
What problems is the product solving and how is that benefiting you?
Help desk automation system
Love it
What do you like best about the product?
Makes noises when we get a new chat, can add names and emails easily from chat window
What do you dislike about the product?
Haven't been using it too long, so haven't found much to complain about
What problems is the product solving and how is that benefiting you?
Easy, effective customer support
Great all around help desk system
What do you like best about the product?
Zen Desk has a very organized dashboard, it allows for seamless communication with our customers and functionality that makes my day that much easier.
What do you dislike about the product?
I do not like when Zendesk goes down. It does not go down frequently but it is very inconvenient when it does.
What problems is the product solving and how is that benefiting you?
Makes it much easier for us to have a functional, organized and automated way to communicate with our customers
Zendesk is Great
What do you like best about the product?
I enjoy the ease of use and also how you can customize Zendesk. I like how you can create a repository of help articles for users to access.
What do you dislike about the product?
Although I like that you can customize Zendesk, if you do not have some basic knowledge of CSS and HTML, it can be quite difficult.
What problems is the product solving and how is that benefiting you?
We use Zendesk as our help desk solution to solve problems for instructors and eLearning administrators.
Quite good, but could be better
What do you like best about the product?
It's fairly easy to create views, macros, and triggered events through their settings. As a general rule, everything is where you think it "should be" and you won't often be digging around the settings for hours to find what you're trying to change.
What do you dislike about the product?
Their dev team is really bad/slow about building out new features. It won't take you long to find something you wish they had and, when you look into it, you'll find that other users have been asking for the same features for YEARS. It's frustrating to see such little effort being put into this type of support.
What problems is the product solving and how is that benefiting you?
We're looking for an easy, yet robust tool that can scale with our business. As we develop more sophisticated support tools, it's nice to know that Zendesk is ready and able to scale with us.
Recommendations to others considering the product:
If you don't require TOO much customization, zendesk is a very powerful platform that will make your employees faster and smarter about how they handle customer support.
I Love Zendesk!
What do you like best about the product?
I love that Zendesk allows all of the customer service representatives to see all of the messages from customers. We can also assign them to each other if they pertain to a particular person.
What do you dislike about the product?
I wish it was easier to see and sort pending tickets in Zendesk. I feel like often times I lose messages to that.
What problems is the product solving and how is that benefiting you?
We help our customers create returns, exchanges, and answer any questions they may have about our products!
Great ticketing product
What do you like best about the product?
It is very easy to use and it allows me to respond to a client in a reasonable amount of time due to the color coding tickets. It is also fool-proof in not allowing me to solve a ticket without properly bucketing it.
What do you dislike about the product?
The views are not working properly - it is showing me tickets that are not in my region or tagged to me.
What problems is the product solving and how is that benefiting you?
We are able to provide support to our clients in a timely fashion, and we can include screenshots or documents as added support.
Zendesk Support is amazing product and I really love to use it to create Helpdesk tickets
What do you like best about the product?
The Best thing is that I can just email to an email address and write down my problem and a ticket gets created. I don't have to login into a another system and then again set buttons and create a ticket and fill out additional forms. This saves a lot of time and certainly helps the organization to keep a knowledge base for future employees to understand why certain changes were made.
What do you dislike about the product?
I think Zendesk support lacks social integration and I would love it to be integrated with Slack, Skpe and other communication platform so that I can create tickets and monitor them on the fly. The level of customization available for the organization on the help desk level is also minimum. If there are enhanced level of customization available so that the organization can completely remove white labeling then it would let organization serve end customers
What problems is the product solving and how is that benefiting you?
It saves a lot of time to create and maintain the ticket log. The creation of tickets and storing all this information creates a knowledge base so that users can refer back and see how the problems were tackled. I think Zendesk have apporached the problem as a software development problem and creating tickets is similar to JIRA where we write user stories and try to understand the time required and also monitor the sprint.
Recommendations to others considering the product:
I would recommend this product as I really like where Zendesk is heading and I feel that Zendesk will become the norm as Google has become for search.
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