Zendesk Suite
ZendeskExternal reviews
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Great Way to Effectively Manager Customer Support
What do you like best about the product?
Zendesk integrates great with our product and customers are able to easily submit a support ticket. The summary email the send out about your stats each month is also great - my CEO always likes to look at that. Many other software platforms integrate with Zendesk as well
What do you dislike about the product?
Hard to assign a task to a specific person within your organization and then pass the ownership back to another colleague. Also, I wish that it integrated with email responses to support tickets and not only responses done thru Zendesk as we often have to walk our customers thru the product to solve their issue.
What problems is the product solving and how is that benefiting you?
Customers support management.
Recommendations to others considering the product:
Find out if the other software platforms you already use integrate with Zendesk - you will probably be pleasantly surprised!
Great ITSM tool and help desk incident management
What do you like best about the product?
This is a great interface and GUI for IT professionals to keep track and follow up with incidents reported. Amazing ITSM interface and makes following ITIL practices easy.
What do you dislike about the product?
There is not too much to dislike about this platform. It is very user friendly and intuitive.
What problems is the product solving and how is that benefiting you?
We are solving day to day operations in a customer service ITSM environment. With growing demands it is a great tool to help automate follow ups and for customers to see how their issues are being solved as well.
Great tool to interact with customers online
What do you like best about the product?
Easy, intuitive to use. Short keys for common sentences are great
What do you dislike about the product?
Nothing so far. Great tool to use for online chat
What problems is the product solving and how is that benefiting you?
Easier to interact with more customers at the same time. Phone 1:1, chat 1:X (X from 1 to 5?)
Top of the line customer support system
What do you like best about the product?
I've worked with Zendesk for several years, and it keeps getting better. It has more features that are useful, improvements on things that need it, and an easy-to-use and easy-to-customize interface. I recommend it to IT groups when I can.
What do you dislike about the product?
Sometimes things are challenging to implement, like multiple groups for differing client bases.
What problems is the product solving and how is that benefiting you?
Zendesk allows my company to manage the increasing number of support requests by providing our small team (less than 5) the tools to respond quickly and efficiently.
Recommendations to others considering the product:
I recommend looking at all ticketing systems, with Zendesk being the gold standard by which you compare others. If Zendesk doesn't do it, it's probably not worth tracking.
ZenDesk is easy to use
What do you like best about the product?
Ease of use, integrations of articles and automated update emails. Zendesk makes logging tickets and other bugs simple. Additionally the use of Zendesk to house forms for IT and other departments (internally) is an efficient manner to care for team members needs. The UI is also customizable for external branding.
What do you dislike about the product?
Searching for a submitted request, as a user, not admin, can be tedious.
What problems is the product solving and how is that benefiting you?
Submitting request forms, tickets, and other needs from internal users. Clients can submit help tickets. Additionally the system can suggest help articles for internal and external users as they begin submitting a request. This often solves the issue and creates one less submitted ticket.
Helpful Management of Inbox
What do you like best about the product?
I like that I can work with my team to communicate clearly and effectively to our clients, all while staying on the same page!
What do you dislike about the product?
The language that Zendesk uses had a big growth curve for me. My team uses this service primarily for managing email, so I get confused about what all of the terms mean.
What problems is the product solving and how is that benefiting you?
We have at least two team members who need to be able to view and respond to comments and questions from clients. This is difficult to do in a typical inbox, but with Zendesk, it's not an issue!
Recommendations to others considering the product:
I don't know about other products out there, but once I got used to it, Zendesk has been easy to use and so helpful for my team. Not everyone on my team uses it at full capacity, but recently, have been using it more. I am hopeful that as my team fully commits to its use, then my satisfaction with Zendesk will be even higher. I especially like the Zendesk app. It's streamlined and even easier to use than the online version. My suggestion would be to read through all of the start up guides and really familiarize yourself. It takes a while to understand what all of the terminology means and how it applies to your situation. Also, start with just the basics. There is so much that can be utilized with this software, but if you start with all of it, it could be overwhelming. Although, I don't think my team is utilizing all the features that we could!
A good tool for your company's support tickets, but lacking deeper analytics
What do you like best about the product?
For a support tool, it provides everything you need to assist your customer. You can provide screenshots, attach files, add canned responses, include the answer suggestion widget which allows you to directly link articles from your help center, customer information is visible and you can connect it to your company's slack. It's easy to search through old tickets and there are plenty of views to sort through your tickets. The reporting allows you to compare your company's response time, satisfaction rate and new tickets based off of your industry and company size and there are other high level analytics that are nice to look at.
What do you dislike about the product?
Although there are high level analytics under their Reporting tab, I wish the data dug deeper into the tickets that are coming in from customers. It's not easy to pull reporting if you wanted to for instance,
What problems is the product solving and how is that benefiting you?
Providing customer support through a ticketing system - creates a good way to keep track of previous tickets and responses used to answer similar questions.
Recommendations to others considering the product:
It's a great and very straight forward tool for your customer support needs
Zendesk Support
What do you like best about the product?
Helps manage support tickets for multiple locations.
What do you dislike about the product?
Setup is a little difficult. Takes time to set up the process.
What problems is the product solving and how is that benefiting you?
Support
Best Ticketing system in the market!
What do you like best about the product?
Enhanced customer experience
Efficient data capturing
Transparency and accountability
Better reporting and root cause analysis
Efficient data capturing
Transparency and accountability
Better reporting and root cause analysis
What do you dislike about the product?
More expensive than its closest competitors
The product is too advanced for smaller companies, they could tailor their product to suit the needs of a smaller company, hence lowering the price.
Subscription model per user needs to include all feature, like chat is not "included" in the ticketing system.
The product is too advanced for smaller companies, they could tailor their product to suit the needs of a smaller company, hence lowering the price.
Subscription model per user needs to include all feature, like chat is not "included" in the ticketing system.
What problems is the product solving and how is that benefiting you?
Manual & optional data entry
Under-utilized system currently in use with a premium price
Lack of repository for incidents
Data consistency issues
Reporting difficulties
Lack of accountability and transparency
Under-utilized system currently in use with a premium price
Lack of repository for incidents
Data consistency issues
Reporting difficulties
Lack of accountability and transparency
Zendesk has been great so far.
What do you like best about the product?
Zendesk allows for optimal phone and email support. We're able to easily come up with ways to format the software around our company needs.
What do you dislike about the product?
Sometimes there are outages at crucial times, or the ability to add more than so many views can be somewhat tedious. Sharing views among a wide variety of our users gets tricky.
What problems is the product solving and how is that benefiting you?
Allowing our best teams to have 24/7 customer support and email support. It also gives us a great case filing system that allows for easy case retrieval when need be.
Recommendations to others considering the product:
Try to come up with custom views to help see what is useful to your company.
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