Zendesk Suite
ZendeskExternal reviews
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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
Zendesk Review
What do you like best about the product?
After using Zendesk for two different employers now, I can attest that it's easy and intuitive to get the hang of. It also seamlessly integrates with talkdesk and zopim (chat) which I use as part of my job as well.
What do you dislike about the product?
When I open a new tab or open a new ticket and the screen refreshes, my talkdesk status is always changed to "available" (no matter what the status was before) and I've gotten a few calls this way the moment this happened, even though I was not prepared for a call.
What problems is the product solving and how is that benefiting you?
We are solving the need to have a help desk, phone support, and live chat with an all-in-one solution.
Recommendations to others considering the product:
Highly recommended for help desk!
My Zendesk Review
What do you like best about the product?
Super easy to use, easy to setup. Integrates with a ton of apps
What do you dislike about the product?
they dont have on demand agent accounts.
What problems is the product solving and how is that benefiting you?
customer service interactions in one place
We use ZenDesk in a customer support environment for user and partners
What do you like best about the product?
Easy system to organize tickets. Setting up personal views is convenient as well as ticket sharing.
What do you dislike about the product?
ZenDesk can become sluggish at times and take a bit of tweaking to set up SLA the way we need it. I've had a problem with recipients not receiving a ticket I sent and it was not easy to see what the problem was.
What problems is the product solving and how is that benefiting you?
We are a payment processor for crowdfunding sites and merchants. We get a massive amount of tickets and ZenDesk is great at organizing it all and helping keep us with SLA. We are able to share tickets with certain partners.
Functionality is the key
What do you like best about the product?
The ability to access support tickets while on the road.
What do you dislike about the product?
While accessing support tickets on the road, the app does not allow me to see who else may be viewing the identical ticket and as a result there is sometimes responses made from different support folks for the same ticket because they cannot see one another in the ticket.
What problems is the product solving and how is that benefiting you?
Traditional customer service elements. The management system allows my colleagues and I to directly manage our own support requests but to comment on one anothers.
Recommendations to others considering the product:
It has an easy to use interface and allows for users to see tickets across the board.
Great software with an easy to use interface
What do you like best about the product?
Easy to use
Pretty straightforward
Good for communicating
Pretty straightforward
Good for communicating
What do you dislike about the product?
Sometimes tasks get lost
Not always quick to find the support cases
Not always quick to find the support cases
What problems is the product solving and how is that benefiting you?
Customer support
Nice well-thought out support tool
What do you like best about the product?
I'm a fan of how easy it is to keep track of support tickets-- the alerts and updates are timely and relevant, and I like how it's easy to give feedback for support interactions. I also like that a ticket can be started just be sending an email.
What do you dislike about the product?
Not sure if this is a realistic expectation, but when I receive a ticket it would be nice if there was some sort of time estimate included so it didn't seem like the ticket just gets thrown onto the vast pile. The confirmation email is helpful, but more information about volume and wait times would be nice.
I also wish that feedback was anonymous. I've had support agents email me, upset that I said I did not feel problems were resolved to my satisfaction.
I also wish that feedback was anonymous. I've had support agents email me, upset that I said I did not feel problems were resolved to my satisfaction.
What problems is the product solving and how is that benefiting you?
Technical support is received a lot more quickly now that we've started using zendesk. I used to call in when I had a problem, but now starting a ticket is enough.
Recommendations to others considering the product:
If you can get a trial of the product, I definitely recommend it because it's very intuitive and the flow of updates, confirmations, and reminders is very logical and keeps the process moving. Trying it yourself is the best way to see this. I find that problems get resolved so much faster since we started using Zendesk.
Zendesk: A lot better than I thought it would be
What do you like best about the product?
The ability to update tickets early through email, website or mobile app. i also like the updates displayed on the left side of the website.
What do you dislike about the product?
The user interface is a little confusing to navigate and I don't like how you can submit as open instead of just saving an update.
What problems is the product solving and how is that benefiting you?
The organization of all tickets that we have. The ability of a client to create tickets and just get help in general.
Zendesk brings peace and comfort
What do you like best about the product?
Zendesk is extremely easy to use. The dashboard is really user-friendly. It's nice to have the peace of mind that our customers have an easy way to reach out when they need support.
What do you dislike about the product?
My only complaint is about the chat widget. You can only have chat active or emails/knowledge base. You can't have all three.
What problems is the product solving and how is that benefiting you?
We have an open communication with our clients. We have the ability to meet their needs and answer any questions they have. It helps us become more available than ever before to our customers.
Recommendations to others considering the product:
Learn the tools first and then deploy. Zendesk has a great Knowledge Base. Although you can easily get through it on your own, utilize Zendesk's available resources.
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