Zendesk Suite
ZendeskExternal reviews
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User-friendly and very open for customization of workflows.
What do you like best about the product?
There are a lot of built-in features for customizing your set up. You can set triggers, create macros, and organize everyone who interacts with the software by their role.
The software is easily adaptable to your workflow. You can decide how you would like your 'agents' structured- into tiers and groups- and what type of interaction each of these categories is allowed.
There are also many integrations available. For instance, we currently have Zendesk notify our team of any updates or incoming tickets in a Hipchat room. This way, they do not have to continually refresh the page to see if any tickets have come in.
The software is easily adaptable to your workflow. You can decide how you would like your 'agents' structured- into tiers and groups- and what type of interaction each of these categories is allowed.
There are also many integrations available. For instance, we currently have Zendesk notify our team of any updates or incoming tickets in a Hipchat room. This way, they do not have to continually refresh the page to see if any tickets have come in.
What do you dislike about the product?
The verbage (what is a 'new' versus 'open' versus 'pending' ticket, etc.) take a little time to get used to and the admin console lay-out is not intuitive.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to automate a lot of previous menial tasks using triggers. It is not necessary for someone to sort through hundreds of emails and forward them to who needs to see them, we can do that by recognizing key words and setting triggers to sort them for us.
In general, it's much more streamlined than providing help via email.
In general, it's much more streamlined than providing help via email.
Recommendations to others considering the product:
Know your workflow and then adapt it to Zendesk. If you are using ITIL or a more open, agile method, you can still do so, but you should have that set in stone before adapting it to Zendesk.
Great Product!
What do you like best about the product?
We love the integration possibilities. We have been able to integrate this with our ShoreTel phone service so phone calls are recorded and tickets are generated. We also love the customization allowed for tracking and classifying ticket.
What do you dislike about the product?
I do find it difficult to reply internally from my cell...that piece is easier to do from my laptop.
What problems is the product solving and how is that benefiting you?
We track all support activities. Having the ability to track the information, have access to it later, search tickets, create reports, and integrate with our other existing technology has been great.
Recommendations to others considering the product:
Take full advantage of the customization and integration possibilities.
ZenDesk from the Admin View
What do you like best about the product?
Very powerful and flexible. Many things can be accomplished if you are a outside the box thinker. We lean on this heavily for customer support, workflow and over organization. Also the fact that there is a 3rd party app store is what really makes this tool shine. Integrate with the other daily tools you work wth and everything seems a bit easier!
What do you dislike about the product?
They are becoming very corporate. It used to seem like they were much more in tune with their customers, used their feedback to make their products better. But not it seems like they really are paying less attention to their customers. They have frequent outages, however they are quick to diagnose and fix.
What problems is the product solving and how is that benefiting you?
Customer support in a timely fashion. We've realized there are many things that can be done through escalations, voicemail responses etc...We solve many of our business problems with ZeNDesk
Recommendations to others considering the product:
It is not the cheapest tool out there however, it is very powerful. The ability to integrate and even build private apps (which we have built 2 apps specifically for our use) has really made ZenDesk even more powerful. Time tracking down to the second and SSO from our user database makes the whole process seamless for our customers.
Great for Small Businesses
What do you like best about the product?
Seemless integration with email and zopim. Very easy to access and manage tickets.
What do you dislike about the product?
Email attachments are a huge problem, especially if you're not running Pro. Could be easily fixed if software could access the clients email server instead of forwarding everything to Zendesk's email servers.
What problems is the product solving and how is that benefiting you?
Orginizing customer interactions and consolidating communications into one platform
Recommendations to others considering the product:
Great if you need a low cost support ticket system. If your company relies heavily on sending files to customers, or multiple users you will need the Pro package. But other than that its a great package.
Zendesk CS: Good for Growth
What do you like best about the product?
The customization options through the backend are very kind to large companies/departments. The ability to tune the entire ecosystem has helped us serve our customers well.
What do you dislike about the product?
The interface can become jumbled, and you do need an expert running ops if you want a truly customized experience.
What problems is the product solving and how is that benefiting you?
With a large scale operation, it's always best to have a software base that can keep up with growth, which Zendesk can do.
Support Desk
What do you like best about the product?
Zendesk is very easy to use and track support logs.
What do you dislike about the product?
Views could be better. Allowing each support agent to customize the look of what they see could be cool.
What problems is the product solving and how is that benefiting you?
Have been able to quickly help customers.
Invaluable Tool
What do you like best about the product?
Love that I can login and use it anywhere and the interface is easy to use and pleasant to look at. Love the search features and the use of mark down code.
What do you dislike about the product?
Does not have a great solution for clients using the product for international customers working across multiple time zones.
What problems is the product solving and how is that benefiting you?
We use this to support our customers with technical issues and love the integration with MS CRM which allows us to pull customer information quickly.
Recommendations to others considering the product:
Great tool for both small and large scale support systems.
Easy to use HelpDesk communication tool.
What do you like best about the product?
Setting up ZenDesk for my company's environment was extremely simple. With little efforts, we had a number of agents helping our end users with a variety of needs. Customizing our ZenDesk allowed us to expand from just an IT/Computer HelpDesk to an overall "one stop shop" for a variety of different requests.
What do you dislike about the product?
It can be a little confusing for end users to know where to look for their already existing tickets. We encourage users to check the status of tickets through the web interface, which now defaults to the Knowledge Base. We have had to retrain our end users on how to find the tickets.
What problems is the product solving and how is that benefiting you?
Our end users are able to report problems with their IT/Computer issues. Agents are able to respond back with questions or guidance on how to fix things without have to spend a lot of time in back and forth phone tagging or dispatching technicians to the sites. In addition, when an office is in need of certain supplies (marketing, facility, etc.) they can use the HelpDesk to make those requests and the appropriate agent will take care of the need.
Recommendations to others considering the product:
At a networking event recently, I overheard someone saying their HelpDesk system did not have much flexibility. I instantly gave them information on ZenDesk.
Great for support ticket system
What do you like best about the product?
It's easy to see where each ticket is at based on the need of the customer. Questions that require more research can stay in pending mode with internal, as well as, external notes.
What do you dislike about the product?
The interface looks a little outdated but other than that nothing.
What problems is the product solving and how is that benefiting you?
It has made tracking support tickets so much easier. It also is helping with support emails going to individual people.
Recommendations to others considering the product:
If you need a software where all support related items can go to one place and any user can solve this is the software for you!
Overall a great help desk for our team
What do you like best about the product?
The program is pretty customizable -- that is by far my favorite feature. We've had to revamp our helpdesk process a couple times, and, overall, Zendesk is capable of fulfilling our needs every time we did over haul things. If you have SLAs, you can see color coded timers that let you know you are about to break those agreements. The dashboard fives you a lot of flexibility to analyze the data that is important to your team.
What do you dislike about the product?
There are only 1 thing that really bugs me about Zendesk - once you close a ticket, NOTHING can be edited. So if you decided to run an analysis that requires an additional piece of data, there is no way to add.or edit that data point for all closed tickets. For example, we decided to track tickets by individual organizations rather than the unbrella organizations, but all 3 yrs worth of closed tickets could not be changed. We had to export the data and change it outside of Zendesk, which is okay, but it was seriously inconvenient.
What problems is the product solving and how is that benefiting you?
A platform for our product/customer service to team to improve how we communicate with customers that need help with our product.
Recommendations to others considering the product:
This is the only helpdesk software I have ever used, and don't think I would consider other ones at the moment. It's easy to use, customizable, and has great data analysis tools.
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