Zendesk Suite
ZendeskExternal reviews
6,486 reviews
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Zendesk is amazing!
What do you like best about the product?
Helps prioritize our support requests. Also helps us remember our support requests.
What do you dislike about the product?
The reports are not as user friendly as I would like.
What problems is the product solving and how is that benefiting you?
Remembering what we need to do to help our staff/faculty/students and prioritize those needs.
It does everything we need it to
What do you like best about the product?
It integrates nicely into Slack, along with JIRA, which is beneficial to our support processes.
What do you dislike about the product?
Some of the setup for triggers and automations is time consuming and never gives you full confidence that it is working as intended.
What problems is the product solving and how is that benefiting you?
Technical support for our software solutions. Benefits include a central location for all support requests from clients.
Recommendations to others considering the product:
Make sure it integrates with your other tools, and if so, give it a shot. We have been generally happy with it's feature-set.
Good product, good value
What do you like best about the product?
It's relatively easy to navigate Zendesk and it really has much of what you need to run a fairly large support organization.
What do you dislike about the product?
Some of the reporting functionality could be a little easier to work with.
What problems is the product solving and how is that benefiting you?
It allows us to manage all of our customer support needs, including ticket management, a knowledge base and a user community.
Help when you need it!
What do you like best about the product?
Zendesk is awesome when it comes to dealing with a large number of emails.
Different teams can use just one interface and have seamless communication.
It offers a multi-user functionality which I find to be awesome.
Users are able to be added to the knowledge base which is exceptional, and it makes tracking email communication super easy.
Different teams can use just one interface and have seamless communication.
It offers a multi-user functionality which I find to be awesome.
Users are able to be added to the knowledge base which is exceptional, and it makes tracking email communication super easy.
What do you dislike about the product?
Some duplication and not a transparent way to see how they're logging the ticket times.
What problems is the product solving and how is that benefiting you?
Being able to centralize communication and go green have made a big difference.
Better than the last, but room for improvement
What do you like best about the product?
Very fast and user friendly. We are able to log so much detail with every ticket and the link important people that need to be related to the ticket.The dashboard is super useful in organizing our team.
What do you dislike about the product?
Searching through tickets is often tricky. Zendesk can crash time to time.
What problems is the product solving and how is that benefiting you?
Support problems in technology. Zendwsk is making us much faster and efficient.
Lots of useful features, if you use them
What do you like best about the product?
Chat, FAQ, email support, trackability within web pages when your users are on set URLs
What do you dislike about the product?
Since there are so many features, it can get a little cumbersome with trying to remember where everything is located. e.g. I don't use some features as often, and it takes forever to remember where they were.
What problems is the product solving and how is that benefiting you?
Keeping on track with various elements of support within my company.
After the learning curve, easy to use
What do you like best about the product?
The mobile app is nice to have to get notifications for support tickets and the website interface is easy to use to respond to tickets and flag tickets accordingly. Integrations with our tech stack is also nice as supplemental info. Help Center is easy to maneuver as well.
What do you dislike about the product?
Gifs are for some reason hard to place in Help Center articles (they come out as still images if you edit the gif so you have to record it exactly/precisely on queue).
What problems is the product solving and how is that benefiting you?
Support mainly (via tickets as well as building out our Help Center). The analytics on what has been searched for in our Help Center as well as reports on satisfaction ratings of tickets and time to response is helpful internally.
Recommendations to others considering the product:
Easy go-to for your support function in your tech stack. Easy to grasp, learn, and build reports.
Great product
What do you like best about the product?
This product helps the business in receiving client concern and questions that other sytems do not.
What do you dislike about the product?
I dont think there’s anything I dislike about this product.
What problems is the product solving and how is that benefiting you?
Organization
Great mix of structure and options
What do you like best about the product?
Zendesk provides a thoughtful and highly useful preset workflow for doing support via email and phone. The system can be learned quickly, is pretty reasonably priced, and is highly extensible without breaking the core paradigm of tickets & statuses.
What do you dislike about the product?
Zendesk has a surprising amount of outages compared to top-tier enterprise services like Salesforce, AWS, or Atlassian. Support can't be something that goes out - we lose all contact with customers.
What problems is the product solving and how is that benefiting you?
We are able to handle incoming technical support traffic and, to a smaller extent, inbound sales inquiries, all through one organized interface. The pace of responding and following up is adjustable but structured, so we never lose tickets or leave customers feeling ignored.
Our customer satisfaction has remained high, in part due to our commitment to following along with Zendesk's suggested system.
Our customer satisfaction has remained high, in part due to our commitment to following along with Zendesk's suggested system.
Recommendations to others considering the product:
Don't skimp - the Enterprise-level subscription gives you more tools and flexibility. Support could not be more for a consumer or b2b brand, so use the tools Zendesk has built to your advantage.
Zendesk Help Desk Review
What do you like best about the product?
Very simple to use. Lots of opportunities automate routing of tickets, responses, etc.
Easy to work on multiple tickets at once without having a million tabs open on your browser. The tabs actually open on the Zendesk dashboard.
Very easy to organize internal notes and share tickets with other teams. You can set up macros for a lot of things.
There are a lot of useful analytics that we didn't have visibility into before. Also we can receive feedback from our customers, which is very helpful
Easy to work on multiple tickets at once without having a million tabs open on your browser. The tabs actually open on the Zendesk dashboard.
Very easy to organize internal notes and share tickets with other teams. You can set up macros for a lot of things.
There are a lot of useful analytics that we didn't have visibility into before. Also we can receive feedback from our customers, which is very helpful
What do you dislike about the product?
I don't like how if you want to put an internal note on a ticket, you switch from public reply to internal reply. This is something I had to get used to as the system we used before had a separate location for internal notes. I did accidentally send an internal reply to a customer (thankfully it was nothing bad, just a simple questions), so watch out for that.
What problems is the product solving and how is that benefiting you?
Helping our customers implement our product faster by being able to respond to their questions faster. We have noticed faster response times and more tickets being solved.
Recommendations to others considering the product:
Use the trial. Make sure you like the key features. I think Zendesk is a product that will be one that will grow with you as your company grows. Many cool features that you can utilize either right away or down the road depending on where you are at as a company.
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