Zendesk Suite
ZendeskExternal reviews
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Great for collecting tickets, not for creating forms
What do you like best about the product?
Zendesk works well with the basic needs: collect and resolve tickets, allow users to do self-service with Help Desk or chatbots.
What do you dislike about the product?
- The system sometimes was lagging. For example, if the form has many fields and conditions, the fields will not work correctly after a few hours.
- The form is not very versatile for every touchpoint Zendesk offers. For example, multiple choice type and data type are not available if you want to put the form on Chatbox.
- Not easy to customize the form. Zendesk has offer a few option to customize the form, but that's not enough for me.
- The form is not very versatile for every touchpoint Zendesk offers. For example, multiple choice type and data type are not available if you want to put the form on Chatbox.
- Not easy to customize the form. Zendesk has offer a few option to customize the form, but that's not enough for me.
What problems is the product solving and how is that benefiting you?
I need to use Zendesk as my bigger organization is using it. It's good to collect and resolve tickets. Also, the automation email asking customer satisfaction is also a highlight, which I like.
Recommendations to others considering the product:
It's great option for collecting and solving tickets. The self-service product is also nice. However, if you're looking for a form tool, Zendesk might not be the best as it offers very limited option to customize.
This is Tymeshift
What do you like best about the product?
I like how the system tracks your worked time and shows it in a very pleasing way.
What do you dislike about the product?
There's a lot of system failures and lags.
What problems is the product solving and how is that benefiting you?
It accurately keeps up with work punches.
Zendesk Review
What do you like best about the product?
There are many modules that can be integrated.
What do you dislike about the product?
There a so many basic functions that by now I would consider basic, that don't exist.
- no drag and drop of images in replies to customers
- no copy/paste of screenshots - first have to save them as images, then attach
- everything is plain text (no bulleted lists, no bold, no tables, not formatting essentially)
- when customers send in tickets that are not plain text
- images that they would insert in the message, are taken out and attached....sometimes it is unclear which attached image belongs to which statement by a customer
- when clients have numbered or bulleted lists, everything is scrambled up and hard to decipher until you learned the *** logic
- client submits something in a table, it is converted into a list - then you start counting lines and hope that in the table every cell was filled in
- requests in the community that have been submitted 8+ years ago are still not considered
- no drag and drop of images in replies to customers
- no copy/paste of screenshots - first have to save them as images, then attach
- everything is plain text (no bulleted lists, no bold, no tables, not formatting essentially)
- when customers send in tickets that are not plain text
- images that they would insert in the message, are taken out and attached....sometimes it is unclear which attached image belongs to which statement by a customer
- when clients have numbered or bulleted lists, everything is scrambled up and hard to decipher until you learned the *** logic
- client submits something in a table, it is converted into a list - then you start counting lines and hope that in the table every cell was filled in
- requests in the community that have been submitted 8+ years ago are still not considered
What problems is the product solving and how is that benefiting you?
Streamlining Support
Zendesk User for 2+ Years
What do you like best about the product?
The Zendesk UI is intuitive and user-friendly for agents. It is easy to manage our tickets and customize the support feature for our needs. The reporting features are always evolving, which I appreciate.
What do you dislike about the product?
The constant change to pricing and the release of products before they are 100% ready. The lack of ownership when products need to connect to third party systems (required by ZD) is also frustrating. It costs our company money and frustration at the end of the day.
What problems is the product solving and how is that benefiting you?
We are able to deliver our customers a clean knowledge base and also store internal documentation for employees, which is great. We can also track so many metrics in support and explore.
Recommendations to others considering the product:
Make sure you get everything in writing. Ask for a detailed explanation of what you are purchasing and what different levels of the product are offered and how that will impact your company. Request a few technical reviews to ensure you are buying the best products from them that your business needs to function.
Great for organization
What do you like best about the product?
I really like how Zendesk streamlines my workflows and puts all of my requests in one place. I especially like that I can organize my requests by due date. Great for staying organized, especially when things are busier!
What do you dislike about the product?
Sometimes when I am tagged in an internal note, I will not get alerted of this via email or in my following section, meaning I have missed some requests to collaborate with others.
What problems is the product solving and how is that benefiting you?
Zendesk has helped my team stay more organized and streamlined communications between other teams
Recommendations to others considering the product:
n/a
Great for small business
What do you like best about the product?
The ability to accept internal and external tickets from customers
What do you dislike about the product?
We have no downsides as of right now. We have found ways to customize it how we want and need it.
What problems is the product solving and how is that benefiting you?
We use this for IT, staffing, and facilities requests.
Very powerful support tool
What do you like best about the product?
All the customizations that are possible make Zendesk a must have for companies!
What do you dislike about the product?
The UI could be more userfriendly as we would expect it to be more lively and interactive
What problems is the product solving and how is that benefiting you?
IT Support, Merchant supports and many other levels of supports
Great product, lack of support, unknown roadmap
What do you like best about the product?
Integrations are quite easy to do
Kind of plug and play
Kind of plug and play
What do you dislike about the product?
The Support
Zendesk Guide
Concern about Zendesk future, wrong support processes within Zendesk may affect the product behavior in the future
Zendesk Guide
Concern about Zendesk future, wrong support processes within Zendesk may affect the product behavior in the future
What problems is the product solving and how is that benefiting you?
Managing tickets
Align all the relevant personas with the ticket details
Align all the relevant personas with the ticket details
ZD User
What do you like best about the product?
I like how easy ZD is to navigate and implement new flows.
What do you dislike about the product?
Support is difficult to get when you have an issue that does not fit within the articles. The new query reporting is not easy and is confusing to use/learn.
What problems is the product solving and how is that benefiting you?
We are solving customer deflection with our flows, triggers, and FAQ's. Also, agent efficency, reporting within our company, and improving customer satisfaction.
Good to manage customer request
What do you like best about the product?
Easy to manage the coming request from the clients.
What do you dislike about the product?
The interface could be more intuitive and user-friendly.
What problems is the product solving and how is that benefiting you?
customer support
Recommendations to others considering the product:
if you require something simple to answer tickets and only that, this is for you.
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