Zendesk Suite
ZendeskExternal reviews
6,783 reviews
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Helps me perform my day to day work
What do you like best about the product?
I like how the software helps to streamline the Customer Support process.
What do you dislike about the product?
The software integrates well with other programs that we use, but is sometimes glitchy with some of them.
Some of the customer data is not captured immediately and needs to be added manually.
Some of the customer data is not captured immediately and needs to be added manually.
What problems is the product solving and how is that benefiting you?
Zendesk helps to streamline our processes and provides an easy to use platform. The customizations help us to use the software in a specific way.
User friendly
What do you like best about the product?
It’s easy and efficient to communicate with clientele. It helps us to be much more proactive as a team.
What do you dislike about the product?
There is really nothing I dislike. I think the software does what it should.
What problems is the product solving and how is that benefiting you?
We created websites for various clientele in different areas of education. Any time users had issues with the websites they would file a ticket and we were quick in responding.
Great for Small internal IT team
What do you like best about the product?
Quick, easy and Intuitive user interface, Provides a great customer experience out of the box with minimal setup and the low end user count is really cheap.
What do you dislike about the product?
Not very customisable, although with a bit of effort and reading the Support documentation there are some limited customisations you can make
What problems is the product solving and how is that benefiting you?
Internal IT Service Desk moved to this tool. It provides a better end user and customer experience with minimal setup. It allows quick, clean interaction between our small support team and our internal Customers. Also it is really cheap for the low user base option.
I have also integrated an external Customer Zendesk system with Salesforce Service Cloud via Zapier - it took just a days work to complete and test the Integration with the 2 systems communicating information back and forth opening Cases in Salesforce from Zendesk Tickets, providing 2-way updates and Closing the Tickets in Zendesk from Salesforce Cases.
Using Zendesk internally has helped in our IT Service Desk culture change, helping provide a modern and positive outlook when communicating with IT throughout the business simply by providing an easy to use email ticketing system that provides auto replies, closure emails and easy reporting.
I have also integrated an external Customer Zendesk system with Salesforce Service Cloud via Zapier - it took just a days work to complete and test the Integration with the 2 systems communicating information back and forth opening Cases in Salesforce from Zendesk Tickets, providing 2-way updates and Closing the Tickets in Zendesk from Salesforce Cases.
Using Zendesk internally has helped in our IT Service Desk culture change, helping provide a modern and positive outlook when communicating with IT throughout the business simply by providing an easy to use email ticketing system that provides auto replies, closure emails and easy reporting.
Recommendations to others considering the product:
For a Small Internal IT Team that uses email - this is an ideal solution. It also has some Good Integrations with the likes of Zapier which can come in very handy
Great customer support solution
What do you like best about the product?
Zendesk gives us the chance to offer a support solution tht is economical, scalable, and well suited to our available staffing.
What do you dislike about the product?
Its a bit of a pain that other external users cant track or access cases. Its not exactly the most user friendly interface.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to track user issues and to quickly respond to customer support.
Great Product and easy to use.
What do you like best about the product?
Google Translate Option
Window Notifications
Window Notifications
What do you dislike about the product?
Some of the sounds notifications are quite annoying.
Should be an option to block/monitor certain users, but not the IP address.
Should be an option to block/monitor certain users, but not the IP address.
What problems is the product solving and how is that benefiting you?
This features offers a quick way to communicate with clients that don't have the time to call in. It allows reps to multitask as well.
The only support and ticketing system you should consider.
What do you like best about the product?
There are so many things about Zendesk that make it a wonderful tool for handling customer questions, self-service knowledge base, and issue tracking. Emailing our support email auto creates tickets. When folks look up support contact info they are greeted with a search where the user types a question and many times can answer their own questions - great time saver.
What do you dislike about the product?
The price is a little much if you want multiple agents for one account. Customizing to fit our website theme could be much easier as there is some coding the seems to be required for styling. Not too much more to dislike.
What problems is the product solving and how is that benefiting you?
Like I mentioned... The customer self-service is a great time saver. That alone is a great feature and benefits out business as it saves our reps time and energy to move on to other issues or questions.
A time with Zendesk
What do you like best about the product?
A simple and easy to use application , with keyboard shortcuts for faster response
What do you dislike about the product?
Web Based - relies on browser and internet for performance
What problems is the product solving and how is that benefiting you?
All IT related issues. Keeps a good track of things done
Zendesk - Streamline your CS
What do you like best about the product?
Gives the impression of a larger customer service team that we actually have.
What do you dislike about the product?
Don't like that the email notifications of tickets do not give me the contact info of the customer directly
What problems is the product solving and how is that benefiting you?
Integrated help desk support for our applications that fall under our parent company QuietStream Financial (including Investor Management Services)
Great for Organization
What do you like best about the product?
Great way to keep customer support requests organized and in order. Private notes feature so that multiple people can communicate on a ticket without the customer actually seeing it which is great for communicating while preventing customer confusion.
What do you dislike about the product?
When being forwarded a ticket via email you cannot actually see any information about the user or click a link so you have to manually log in to Zendesk to view it.
What problems is the product solving and how is that benefiting you?
Helps keep ticketing and support requests organized. Easy to use way of documenting support requests, as customers only need to send an email and the ticket will automatically be logged so it is also partially self servicing.
Zendesk Review
What do you like best about the product?
Quickly able to find support tickets logged by customers
What do you dislike about the product?
It can be hard to find a certain ticket when searching with a broad keyword
What problems is the product solving and how is that benefiting you?
Tracking customer problems internally, communicating with customers in one location, and answering their issues.
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