Zendesk Suite
ZendeskExternal reviews
6,513 reviews
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Zendesk is fast, reliable and easy to use.
What do you like best about the product?
What I like the best about Zendesk is it is easy to find my tickets and they have an app so I can know if I have tickets waiting in my inbox while I am out and about. The other great thing about this service is the ability to collaborate easily with other teammates by having the option to leave comments internally. We really like the fact that customers can login to their account and find all of their old tickets quickly and easily and also that we can do the same.
What do you dislike about the product?
I dislike the fact that you can get 10 positive tickets and your satisfaction rating will not go up but if you get just 1 negative one it will go down. Sometimes the service will run very slow and will be impossible to use, I do find that it has more glitches than we would like but usually, these are fixed quickly.
What problems is the product solving and how is that benefiting you?
We use it for Customer Service so it solves the problem of us not being able to speak with customers quickly and efficiently. The benefits are the ease of finding tickets and being able to easily collaborate with other team members.
Recommendations to others considering the product:
Have your own system for determining customer satisfaction
Super solution for loving our customers
What do you like best about the product?
The collation of all incoming support inquires in one place, so all team members can view any enquiey throughout the conversation
What do you dislike about the product?
If it is a long duration of responses with attachments the customer gets massive long email each time. Plus the attachments are not clear enoughly displayed for the customer.
What problems is the product solving and how is that benefiting you?
Seemless internal communication & so imporoved workflow & customer support.
Recommendations to others considering the product:
Notify customers that any attachments appear as a link
Great
What do you like best about the product?
Zen desk easily allowed external ticket resolution within my work with a support organization. Easily referencing tickets and adding key stakeholders.
What do you dislike about the product?
The UI I used was slightly archaic/bare bones. Thingns don't need to be pretty but there is a point of diminishing returns that should be reached before giving up on UI.
What problems is the product solving and how is that benefiting you?
We were onboarding advertising clients into a digital dashboarding and data warehousing project to streamline their current reporting setups on media campaigns.
Zendesk
What do you like best about the product?
Love that Zendesk has the links I need set up so that I can see all of my customer's information with one click
What do you dislike about the product?
Not being able to see what my customers see on their screen.
What problems is the product solving and how is that benefiting you?
At this stage, I can't say whether any problems were solved or benefits have been realized as it is the only help desk software I've used to date.
ZenDesk Review
What do you like best about the product?
The simplicity of being able to have multiple tabs and cases open, that was the best part of the entire program.
What do you dislike about the product?
The small font made ZenDesk a little bit hard to figure things out, but once I adjusted the screen it was all fine.
What problems is the product solving and how is that benefiting you?
Customer experience relations involving ticket management, integration with our multiple teams, multiple users, and more.
CRM that continues to innovate
What do you like best about the product?
I like that it is easily customizable with different companies' needs and support standards. I've used Zendesk across 3 different companies, and each has reporting and analytics set up differently (not incorrectly). It is very communicative with the customer as well, letting them know there is a ticket submitted for confirmation and that there will be an answer, as well as confirmation when the ticket is resolved.
What do you dislike about the product?
I actually dislike that the level of communication is not able to be modified. Many users request that the "solved" ticket not be sent, as do the internal teams, but somehow I have never seen an end to it.It's also not very straightforward on the reporting/data aspect.. Zendesk has its own language for analytics, and without their "key" or cipher, its almost impossible to do yourself. One of the companies I utilized Zendesk with was Enterprise and they were almost as unwilling to help/set things up as the basic user profile. That to me doesn't seem great.
What problems is the product solving and how is that benefiting you?
It provides insight into the support team and constant support to our customers. While I don't utilize the live chat at my current company, we used it in the past, and it was extremely useful. The FAQ/support center is also extremely beneficial (however, also frustrating).
Recommendations to others considering the product:
Be prepared to learn the tool inside and out to set it up...
Ability to resolve customer's issues quickly
What do you like best about the product?
I like the ability of creating views for my accounts to see when people are writing in a bunch of tickets. I also like the ability to be copied on a ticket that needs escalation. It's integration to gmail is slick because it allows me to click on the ticket and will redirect me to the ticket inside of Zendesk. The ability to see different views as to my liking is really nice.
What do you dislike about the product?
I don't like that sometimes it copies me on tickets where other times it doesn't. The threads can get confusing of where the message stopped and started.
What problems is the product solving and how is that benefiting you?
Responding quickly to customer's issues in a timely manner and being able to report off of the the time it takes to actually respond to customers.
Zendesk nailed our requests!
What do you like best about the product?
I like the fact that Zendesk is very professional. It was pretty easy to set up. We were able to handle requests from our customers in no time.
What do you dislike about the product?
The UI. I feel like it can be improve and made much more simple.
What problems is the product solving and how is that benefiting you?
We create software and we need to have technical/sales questions resolved.
Works Well, Pretty Straightforward
What do you like best about the product?
I like that it automatically updates tickets when a customer responds to something, and that it also re-opens a ticket if I close it and the customer responds.
What do you dislike about the product?
The settings are a bit oddly-placed and hard to find. I have to dig through multiple menus to see which agents are online and who's on break/lunch.
What problems is the product solving and how is that benefiting you?
A few other ticketing systems have been tested by our company, but Zendesk is the most sturdy and reliable. It gets slow and times, or sometimes goes down (like any server-based service), but they do a good job of reporting known issues on their website.
Recommendations to others considering the product:
I'm happy with the improvements made that put all the icons in one corner of the screen, instead of putting some on the top and others on the bottom.
Zendesk allows everyone in our organization to stay on top of tasks
What do you like best about the product?
The best part is that everyone can see what the status of a ticket is, no matter who opened it. I can also set reminders to follow up with that ticket.
What do you dislike about the product?
Needs more customization. We have very specific issues, need to be able to customize support more.
What problems is the product solving and how is that benefiting you?
Biggest issues we face are many issues coming all at one time. Keeping up with everything with Zendesk has been very helpful for things to not fall through the cracks
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