Zendesk Suite
ZendeskExternal reviews
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Great even if you aren't in a customer service role
What do you like best about the product?
We use Zendesk to manage inbound accounting requests for AP and AR. This has been an extremely effective tool to manage the high volume of emails coming in, specifically for AP. There is a bulk edit function that allows you to assign out multiple tickets to one person, macros that can automate responses for common requests, and custom views if you want to see tickets assigned to your team members. This is my first time using Zendesk in an accounting department and I enjoy it so much I actually am working on moving all of our email requests into the ticketing system.
What do you dislike about the product?
The big downside with our current setup with Zendesk is that we have not been able to merge Zendesks between departments. For example, if customer service receives a ticket, instead of my being able to view it in their Zendesk, they "share" the ticket with my group's Zendesk email address. This means we have two completely unique ticket numbers for the same request. I also think our package level has poor reporting.
What problems is the product solving and how is that benefiting you?
It has really helped with email management and assigning tasks to employees. We no longer have endless email chains with everyone CCed. People email one email address and we can assign it out to the employee responsible.
Recommendations to others considering the product:
Great product even if you are not in a customer service or support role. I think any department that receives a high volume of requests would see improved workflow with Zendesk.
Great tool, hard to get reports the way you want them.
What do you like best about the product?
We use this tool as our ticketing system. It works great and is pretty easily customize-able. Its very easy to get started too.
What do you dislike about the product?
The reporting is VERY tough to figure out. Very hard to get what you want from it if you want to customize. But their generalized reports are easy to run.
What problems is the product solving and how is that benefiting you?
Keeps us on track and makes it easy to sort out what needs prioritized.
Good for Tickets
What do you like best about the product?
We never miss invalid tickets that come through to us using this (we receive autoforwarded emails as tickets in Zendesk).
What do you dislike about the product?
We aren't sure if we will be able to manage everything in Zendesk as we scale. The view isn't "pretty", and the advanced features take some training to figure out.
What problems is the product solving and how is that benefiting you?
We use Zendesk to manage customer receipts that we receive. We don't miss things this way, and can have multiple people in different locations using the software simultaneously.
Great for a one-person help center
What do you like best about the product?
I like that I can customize my views, and that I can export analytics about time to response/organizations submitting tickets/etc.
What do you dislike about the product?
I dislike that I can't set my view to automatically switch to the next ticket (I have to reset it each time), and that I had to submit a support ticket to export data to a .csv.
What problems is the product solving and how is that benefiting you?
We're able to triage issues from customers trying to use our product; we use the analytics tab to refine our articles and ticket tags for best search results.
Great issue tracking platform!
What do you like best about the product?
Zendesk has an incredible array of tools for tracking issues, it's easy to respond in-line to people who have responded to my issues, and the response time is incredible.
What do you dislike about the product?
It would be great if there was some kind of instant messaging platform to get real-time updates for when an agent is typing/responding to the issue.
What problems is the product solving and how is that benefiting you?
It has never be easier to review and track issues. I like that I can see every issue in my queue in one view, and I like being able to see visual cues for various statuses.
Recommendations to others considering the product:
Do it! It's a great platform with a lot of support.
Simple to use with great reporting
What do you like best about the product?
Without question the ability to reopen a solved ticket with in a small time frame. Next would be the ability to copy and pasted images and screen shots into general ticket notes without having to attach a file.
What do you dislike about the product?
No timers on tickets for reminders with the package I use. Would be nice to set next touch timers depending on criticality in many cases.
What problems is the product solving and how is that benefiting you?
The reporting functions are very handy but I really appreciate the search engine capabilities to find past cases.
Recommendations to others considering the product:
Give it a shot, might be just what you are looking for with easy setup.
Nice Tool for Help Desk Support
What do you like best about the product?
I use ZenDesk to submit help desk tickets within my company. It's easy to use. I like the interface -- forms are easy to complete. Follow-up is good.
What do you dislike about the product?
What you see is what you get. Nothing about which to complain. I don't know how easy or hard it was to implement or to maintain.
What problems is the product solving and how is that benefiting you?
Help Desk support tickets. I am able to submit my issues to IT easily.
An easy to use Chat tool for Business
What do you like best about the product?
Automatic page triggers and the ability to see the visitor's viewing page is a big advantage as we can understand what the customer is looking for. Also, the shortcuts are very easy to use and save a considerable time in replying to the FAQ's
What do you dislike about the product?
Sometimes the website analytics in the dashboard crashes and will hang with monthly data. The chat widget is quite big and has a kind of old school logo which can be enhanced better.
What problems is the product solving and how is that benefiting you?
We are using it to handle real-time chat with our customers and we are able to achieve high conversion rate with the Triggered messages as we get a reply and understand what our customers want.
It's easy to create a support for your website
What do you like best about the product?
It like how easy it is to create a support section for your website on that platform, and their responsiveness in terms of customers.
What do you dislike about the product?
Sometimes it take sometime to deliver you the support ticket that someone submited. Also most of the times it should get you a notification telling you that you got a ticket waiting for you, but most of the times it doesn't! You can check for yourself if you have any tickets to answer! it is awful to let your customers wait when they need your help and you don't know that they are waiting for you!
What problems is the product solving and how is that benefiting you?
We use it on my job as a support section for our website. Anyone needing help, goes there .
They use high security data encryption so there is no data loss, and they offer Professional services.
They use high security data encryption so there is no data loss, and they offer Professional services.
Recommendations to others considering the product:
It's the best to use Zendesk Support. It has everything a company needs for their customers!
Ease of use and excellent Support! Recommended! The price is at a good point and it offers many things that other supports don't. My company switched to Zendesk because of the more things they offer instead of other.
Ease of use and excellent Support! Recommended! The price is at a good point and it offers many things that other supports don't. My company switched to Zendesk because of the more things they offer instead of other.
the best support software
What do you like best about the product?
I love how easy it is to to navigate throughout the software.
I love the interface
The user UX is top notch
It has a intuitive User interface
I like how clean the font is on the application
I love how I can just log in and start my work on tickets
Zendesk offers great support on their software
The software is very quick at updating and getting around in the application
The knowledge base is very extensive for a support application
I love how all users can see each other update their tickets
I love how we can use macros on our tickets
Zendesk also offers a huge app directory that will definitely come in handy
I love that the apps are free
I love the interface
The user UX is top notch
It has a intuitive User interface
I like how clean the font is on the application
I love how I can just log in and start my work on tickets
Zendesk offers great support on their software
The software is very quick at updating and getting around in the application
The knowledge base is very extensive for a support application
I love how all users can see each other update their tickets
I love how we can use macros on our tickets
Zendesk also offers a huge app directory that will definitely come in handy
I love that the apps are free
What do you dislike about the product?
It 's not easy to implement a HTML signature
Not enough customization in the software provided
It doesn't have the ability to see other users active on a particular ticket
Not enough customization in the software provided
It doesn't have the ability to see other users active on a particular ticket
What problems is the product solving and how is that benefiting you?
We solve issues with media across different Vendors.
We use Zendesk to manage all our tickets and correspondents
The biggest benefit of this software is how easy and fast we can solve tickets.
We use Zendesk to manage all our tickets and correspondents
The biggest benefit of this software is how easy and fast we can solve tickets.
Recommendations to others considering the product:
I would highly recommend this to all helpdesk users that want fast and simple interface
Zendesk offers a nice interface to managing tickets.
Zendesk offers a nice interface to managing tickets.
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