Zendesk Suite
ZendeskExternal reviews
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Great tool out of the box
What do you like best about the product?
Ease of use, user management is easy, sharing with other helpdesks (with permission)
What do you dislike about the product?
Workflows for tasks can be a little clunky, customizations of the interface isn't intuitive at times. Notifications sometimes don't fire quickly enough. Has had several outages in the past year.
What problems is the product solving and how is that benefiting you?
Help desk software for specific business unit, sharing with IT Helpdesk for other technical problems.
Moment of Zen
What do you like best about the product?
Zendesk is extremely intuitive as ticketing software. For the average user you can easily navigate through the dashboard and classify a plethora of fields for each ticket. If you dive even deeper you have the ability to create different dashboards as well as analyze metrics in easily understandable format.
What do you dislike about the product?
I found that although Zendesk integrates with Shoretel I still ran into issues in which they did not play well together. This would occur if data was not up to date. It would be nice if that portion of the program was more intelligent.
What problems is the product solving and how is that benefiting you?
Zendesk solved a large amount of business problems including consolidation of support requests, well organized dashboard where all requests are housed and worked, advanced metrics capabilities, dashboard customization, increased productivity.
Recommendations to others considering the product:
If you are using Zendesk for the first time ensure that you have properly set up your ticket types and subtypes and that your staff is trained on what each means. This will allow for a more rich and accurate data set when analyzing metrics.
Zendesk is very easy to pick up and learn
What do you like best about the product?
I like the different options on a ticket. For instance, the pending feature comes in handy a lot since I don't need to remember to follow up, the system will do
What do you dislike about the product?
Not really much to dislike with this program.
What problems is the product solving and how is that benefiting you?
It is hard to stay organized when speaking to several different customers via incoming phone calls and emails. Zendesk allows you to stay organized by allowing internal notes, and tabs that let you move from ticket to ticket very easily.
Chat Transfer
What do you like best about the product?
I like that we can transfer chat from one dept. to another. which we dont have on our current tool. it needs to transferred to specific agent only within the dept.
What do you dislike about the product?
interface, its not user friendly and also the ring sound.
What problems is the product solving and how is that benefiting you?
teachers technical issue with the teaching applications
An overall good experience
What do you like best about the product?
Chats are easy to manage. Inbound customer's screen is helpful.
What do you dislike about the product?
Ideally we could create a ticket from a chat while keeping it open.
What problems is the product solving and how is that benefiting you?
We're providing advanced support for higher tier customers
Reliable
What do you like best about the product?
I enjoy the ease of use. Learning how to use Zendesk is a breeze for all of my new hires.
What do you dislike about the product?
I wish there were more tracking and statistics and I wish the Reports feature was as easy to use as the agent dashboard. It is incredibly difficult to create brand new reports even when using previously created ones for reference.
What problems is the product solving and how is that benefiting you?
We previously used Fusedesk, it was basic and had many trouble. Zendesk provided us with a platform that didn't have any of the Fusedesk struggles and offered voice! We switched from landlines to headsets and it was glorious.
Recommendations to others considering the product:
I'd say to make sure and weigh out all options, Zendesk has many features we don't utilize so I can't say 100% they're all great but it's the best we've had so far.
Check out articles, and there are tons of charts listing what the differences between different helpdesks are. If you're a tiny team that doesn't need much then Zendesk may be a little overwhelming.
Check out articles, and there are tons of charts listing what the differences between different helpdesks are. If you're a tiny team that doesn't need much then Zendesk may be a little overwhelming.
Does what its supposed to do
What do you like best about the product?
Relatively simple implementation, easy for agents to manage day-to-day, frequent updates to functionality, nice interface, good support/helpdesk documentation and services.
What do you dislike about the product?
Salesforce integration is limited and clunky, wish that I could integrate multiple talkdesk accounts.
What problems is the product solving and how is that benefiting you?
Knowledge Base, ticket management
Recommendations to others considering the product:
Beware the salesforce integration, if not done properly its almost impossible to really access Zendesk data in a convenient way for any teams that need insight into specific tickets.
Zendesk experience
What do you like best about the product?
I was a big fan of the seemlesss integration.
What do you dislike about the product?
Took some time to get used to the process of submitting support requests.
What problems is the product solving and how is that benefiting you?
Zendesk has been implemented as the front facing client help desk.
Easy to use, love the workflows
What do you like best about the product?
The workflows make it so easy for the work to happen behind the scenes.
What do you dislike about the product?
Mostly just that it's easy to be CCed on a ticket that has nothing to do with me.
What problems is the product solving and how is that benefiting you?
Communication with clients in a trackable, searchable way.
Support Help is Great!
What do you like best about the product?
I love the ability to check the status of my customer's tickets within our support team.
What do you dislike about the product?
I believe the CSAT page could have some more to it. Being on both sides of the fence with Zendesk CSAT I know there's typically some gray area when it comes to what people have to say and I don't believe it's fully receptive to that.
What problems is the product solving and how is that benefiting you?
Filing support tickets with my customers to make sure their platform pain is resolved in a quick manner.
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