Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Love the software
What do you like best about the product?
I love this software. The software is easy to learn even for new users. Screens and process are pretty self explanatory for the most part.
What do you dislike about the product?
Lack of ability to customize some of the areas for term we use in our business.
What problems is the product solving and how is that benefiting you?
We are now able to track problems and effected users much more smoothly. Our previous process lacked the ability to link issues together for tracking and reporting purposes This helps us quickly realize the items that effect more people the we expected..
Recommendations to others considering the product:
We were able to view a lot of online content for the features and in and outs of the program before the purchase. This helped us decide that this was indeed the correct software for us.
My all time favourt customer/client support software
What do you like best about the product?
Where can I begin? It's super easy to set up, to operate, and to monitor. Say goodbye to notepads and notebooks, our team no longer need to write down client's inquires on paper and passed them around. Functions like "Views" and "Reporting" are excellent tools to monitor the current tickets. The build-in spell check is a life saver indeed.
What do you dislike about the product?
No. 1: There are some part of the functions that we currently do not use.
No.2: I was told my some of my coworkers that they find the software can be a little bit too complicated:"I miss those good old days that I can just take notes on a notepad...."
No.2: I was told my some of my coworkers that they find the software can be a little bit too complicated:"I miss those good old days that I can just take notes on a notepad...."
What problems is the product solving and how is that benefiting you?
When it comes to recruiting we need to keep our clients and customer on track. When things are getting overwhelming, Zendesk Support is the best way we can get back to them as quickly as possible, especially to the clients/customers overseas.
Recommendations to others considering the product:
I love Zendesk offers all kinds of channels, self service, app, and ticketing. But I do wonder if there will be actually a simple version that only involve ticketing. All we need currently is communicating with our clients/customer so ticketing is all we need. But overall it is a fanscinating software.
Excellent fully featured product
What do you like best about the product?
Covers all needs, including advanced time tracking / timesheet, payroll, HR actions, staff reviews (appraisals), salary management, self service portal, job applicants, scheduling management etc etc.
Really like the easy method for making batch edits on records through the reporting tool. Very powerful backend tool for administrators.
Can create custom landing screens for different types of users.
Really like the easy method for making batch edits on records through the reporting tool. Very powerful backend tool for administrators.
Can create custom landing screens for different types of users.
What do you dislike about the product?
When I implemented, setttings & configuration area was complex and often confusing to find
What problems is the product solving and how is that benefiting you?
Full employee lifecycle management from recruitment, onboarding, payroll, time & attendance, policy compliance, PTO/Accruals, taxes, data management / import/export / ETL tasks, self service, performance, approvals, salaries, job descriptions, through termination and portal access for staff after leaving.
Recommendations to others considering the product:
Highly recommend. Heavy to implement as we did - full roll-out of full product across multiple departments. But Kronos provides implementation team, with experts in each area of the software to work with stakeholders in each department. It took an in-house team + a vendor services team for a full and successful build and data migration from 3 systems to 200 staff at 10 locations.
Zendesk makes it so keeping track of support is easy and hassle free
What do you like best about the product?
I don't have to find all the times I've contacted customers,...each ticket chronologically manages itself so all i have to do is reply to the notifications I get.
What do you dislike about the product?
The way we have it up is confusing, as we don't have a dedicated support email, so I have to manually sift through what's actually a customer vs. some Joe Schmo trying to sell us some software.
What problems is the product solving and how is that benefiting you?
I get back to customers quickly with the mobile app, which they appreciate.
Recommendations to others considering the product:
It's easy. We haven't tried others, but had heard Zendesk kills it, and so far so good!
Great Program
What do you like best about the product?
I like that Zendesk Chat offers an easy to use platform with helpful tools for our customers.
What do you dislike about the product?
What I dislike about Zendesk Chat is the integration into other systems that we use is sometimes flawed, but this is not an error on Zendesk alone.
What problems is the product solving and how is that benefiting you?
Business problems that we are solving with Zendesk Chat are being able to quickly resolve customer's pressing questions and providing clear directions for the customer. This has granted us the opportunity to assist more customers as business ramps up.
Recommendations to others considering the product:
I would recommend that others use a trial of Zendesk Chat and allow for a decent time frame to ensure that the platform meets your needs and the needs of your customers.
Just what I need
What do you like best about the product?
It's my go to place to easily view, communicate, and resolve important problems.
What do you dislike about the product?
The chat product is separate and sometimes there's a lag between the two. The emails generated have a lot of noise.
What problems is the product solving and how is that benefiting you?
Support! Our customers with questions and concerns about our product use the chat widget to chat it in. Also, they can email us to ask questions.
Easy to use for customer support
What do you like best about the product?
It is easy to use for customer support service.
What do you dislike about the product?
There is nothing that I dislike about it.
What problems is the product solving and how is that benefiting you?
We are able to communicate with customers easily regarding customer issues.
Great tool for support
What do you like best about the product?
Easy to keep track of tickets and support our customers. Nice from both a user side and a support provider side
What do you dislike about the product?
Not the prettiest interface and can look cluttered if you need to have a lot open
What problems is the product solving and how is that benefiting you?
Makes it easy to support our customers and get our whole team involved to give them the right answer fast
Recommendations to others considering the product:
Make use of custom filters - you can get great visibility with not too much work
Great tool for support issues
What do you like best about the product?
I can easily see what tickets are out there and can search for others based on a variety of keywords.
What do you dislike about the product?
I don't really think there is anything that I dislike about Zendesk
What problems is the product solving and how is that benefiting you?
We've been able to track support tickets and resolve issues easily. We can also easily reassign them to others as needed.
Recommendations to others considering the product:
It has great reporting tools, excellent tracking of tickets, and it's easy to use.
Great tool for communicating with customers via tickets
What do you like best about the product?
Zendesk has come a long way since my company started using them about 5 years ago. It really is an easy to use tool for communicating with customers. They also have API support that allows you to interact with zendesk using other tools your organization might use.
What do you dislike about the product?
They need to come up with a better way to organize bug and outage tickets. Currently, they are just created as a normal ticket with special tags.
What problems is the product solving and how is that benefiting you?
We are able to quickly and easily communicate with customers. Zendesk also allows us to quickly adapt to business changes because we have total control of our zendesk instance.
Recommendations to others considering the product:
This is a great tool for anyone looking for a ticket system to handle customer issues.
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