Zendesk Suite
ZendeskExternal reviews
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Great tool for managing medium level help desks
What do you like best about the product?
How easy it is to use. To use the basics you dont need to have any real training.
What do you dislike about the product?
If your organization deals with a LOT of tickets & you oversee the tickets it can be somewhat of a slog to click through the screens of tickets. Also, the search feature when you aren't quite sure of the contact can be a pain.
What problems is the product solving and how is that benefiting you?
Customers send help desk tickets or requests to change accounts to our Zendesk and Zendesk allows us to manage the tickets smoothly
Recommendations to others considering the product:
Give it a try we have found it to be a great tool
Zendesk Support has always worked for me!
What do you like best about the product?
It is very simple to write and respond to tickets in the system. Nice layout that is easy to navigate within. I was recently married and it was super easy for me to change my name in the profile.
What do you dislike about the product?
It has always worked well for me, I really don't have any complaints.
What problems is the product solving and how is that benefiting you?
I am working on report writing tickets. We use the tickets to help trouble shoot why the system isn't working or request updated work. It is a very clean and effective way to communicate. It tracks all pieces of the ticket and with the ticket number you can reference back what work was done in a particular area. Often emails get bogged down and information is lost, not with this system.
Recommendations to others considering the product:
If you are looking for a ticketing system, this is a great option. This is a way to manage workflow, completion of tasks, and communication. My favorite part is having the ticket number trail to always know what was accomplished or what needs more work without the email trail. The only emails are the emails to alert you that a ticket has some update, which is also helpful as I don't have to wonder when work was done.
Zendesk
What do you like best about the product?
I haven't experienced any glitches with the system so it runs very well.
What do you dislike about the product?
I have not encountered anything that presents a problem
What problems is the product solving and how is that benefiting you?
Organizing reports for customers
Recommendations to others considering the product:
Follow directions given, very self-explanatory
Zendesk is user friendly
What do you like best about the product?
I like that they have updated it and it is easier to use to communicate with customers.
What do you dislike about the product?
I don't like that it freezes from time to time.
What problems is the product solving and how is that benefiting you?
We are answering emails from customer with zendesk.
Recommendations to others considering the product:
There are times when customers do not get my reply. It would be nice if they always got the email.
Best suited for developers as just an e-mail is needed and L1 team take care of rest
What do you like best about the product?
The best part is that minimal time is spent for logging the issue or enhancements
What do you dislike about the product?
Nothing specific, however I am not sure if it has the option to define the SLA and ticket will be highlighted if the SLA is about to be breached
What problems is the product solving and how is that benefiting you?
Logging issues or enhancements
Effective ticketing system
What do you like best about the product?
I love the ability to track and gather data from tickets submitted
What do you dislike about the product?
Not aesthetically pleasing, and text isn't always clean and easy to read
What problems is the product solving and how is that benefiting you?
Issue awareness, ticketing, solutions, tracking
An uncomplicated chat product
What do you like best about the product?
Very easy to use. Do not need to do too much training with employees. Also canned responses are helpful.
What do you dislike about the product?
It's not an all inclusive solution. They charge for additional features.
What problems is the product solving and how is that benefiting you?
Cuts down on phone calls and emails. Easier to help them right away via chat.
Simpliest yet best ticketing system for helpdesk and customer service purpose
What do you like best about the product?
Zendesk is very easy to use, it also has the function for you to create a parent ticket and attach a child ticket to it so that whenever you need to send mass email (example due to outages), you just need to update only 1 single ticket and multiple users will receive the update. Also Zendesk allows me to customize macro which makes my work easier whenever I need to send a custom template/message to a ticket
What do you dislike about the product?
It is only available for browser, mobile app is not that good. Hoping that it would have a desktop app soon as browsers eats so much ram especially when you are viewing multiple tickets
What problems is the product solving and how is that benefiting you?
Helpdesk and internal ticketing
Recommendations to others considering the product:
Zendesk is the best ticketing system for me although it is somehow pricey but it is worth it!
Zendesk Chat Nice Feature!
What do you like best about the product?
Zendesk chat feature is great for customer service. My experience has been all good. It’s so easy to customize to your brand, settings is easy to understand (for example when to turn on/off, or set for holiday/business closure hours).
What do you dislike about the product?
I haven’t had any bad experience using this to date.
What problems is the product solving and how is that benefiting you?
This was used to answer any customer questions or issues when customers didn’t want to call into our call center. It provides another option for customers to use at their convenience. It also provides business to have a way to save chat transcriptions for every inquiry/issue, and be able to reference at another time (if needed).
Recommendations to others considering the product:
Great tool for customer support.
Best ticketing system ever!
What do you like best about the product?
Zendesk is simple and very easy to navigate. What I like the most is the way that I can add tags on tickets then have a view of filtered tickets that has certain tags on it.
What do you dislike about the product?
Zendesk is somehow pricey compared to others but its worth it!
What problems is the product solving and how is that benefiting you?
Technical ticketing system
Recommendations to others considering the product:
it's easy to navigate at Zendesk
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