Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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Use Zendesk for team tickets.
What do you like best about the product?
Multiple people on one platform. Easily can share tickets and information with other teams. Easily can create the suite for the team's needs.
What do you dislike about the product?
Although there is a guide, I wish we had one person to meet with and help desgin Zendesk in a way that works for us. Have to take hours learning how to do something and it maybe works the first time after following instructions.
What problems is the product solving and how is that benefiting you?
Creating a better automated chat experience. AI.
CSM Zendesk Support Suite Review
What do you like best about the product?
I love Omnichannel routing; Agent Live Status, Skills Based Routing, and Agent Capacity have been very beneficial for our workflow, even with a small team.
A+!
A+!
What do you dislike about the product?
I do not like that you cannot have multiple business hours for global companies. We are still small <100, so paying for Enterprise vs. Professional is not worth it.
What problems is the product solving and how is that benefiting you?
Zendesk helps us anticipate what our customers need and efficiently solve their problems. It allows our team to work in one centralized platform and increase productivity.
Zendesk, the simple solution for your complex needs.
What do you like best about the product?
Zendesk is simple to use, the no-code development and point-and-click creation make it quick and easy to deploy new fields and new forms, and create reports or dashboards quickly.
What do you dislike about the product?
Integration with Zendesk creates issues by having to use tools such as Exalate, it tends to be more problem than it is worth to connect other ticketing tools to Zendesk. Linking of additional tools such as PowerBI requires middleware due to the quality of the data received through the Zendesk/PowerBI App and using other Microsoft tools such as PowerAutomate is lackluster due to the non-exposure of custom fields.
What problems is the product solving and how is that benefiting you?
We have other request types that are not related to support tickets like Software Enhancement Requests or Professional Service Requests that we have been able to create custom forms and then integrate that data into Microsoft Dynamics CRM for SOW creation and tracking. The Zendesk piece of that solution enables us to display those requests on customer-facing dashboards so they can track the status of the requests.
Our Primary Tool and its steady improving
What do you like best about the product?
Zendesk make the ticket support expierence very simple. Its easy to use and can be setup quickly. They are also adding features pretty regulary that have really imrpoved the expierence. The interface is also very simple for the agents and make communication between team member s easy.
What do you dislike about the product?
The one drawback of Zendesk being simple is that it lacks some basic features. This is especially true with automation. Although I can usually find a work around, it makes the process uneccesarily comlicated.
What problems is the product solving and how is that benefiting you?
It helps us to organize our issues through tickets and groups in a way to make it faster for the agents then email. It also helps to monitor our helpdesk through reporting and making sure employees issues dont get left unsolved.
Ol' reliable with a few new tricks just can't be beat
What do you like best about the product?
consistency, reliability, and ease of training new team members
What do you dislike about the product?
lack of social integrations, settings in multiple different places for different parts of the platform.
What problems is the product solving and how is that benefiting you?
Keeping track of support tickets, keeping them organized and allowing us to reference the user journey before submitting a ticket.
Limited outages, nice features
What do you like best about the product?
We particularly like the newer agent view and the ability to redact information.
What do you dislike about the product?
Sometimes the # of tickets is inaccurate or we get errors when trying to solve tickets (errors that are inaccurate)
What problems is the product solving and how is that benefiting you?
We use this for all of our communication with our user base.
Great way to communicate with partners
What do you like best about the product?
I really like how user friendly it is for both agents and end users
What do you dislike about the product?
Not as customizable as some other softwares
What problems is the product solving and how is that benefiting you?
It helps us communicate with our partner efficiently in order to resolve the tech issues they are experiencing with our product
Saved my Company Tons of Time!
What do you like best about the product?
ZenDesk allowed us to bring all of our contact methods all into one place, which is a HUGE timesaver for us, and has made us much nroe accurate. We've gone from having hundreds of tickets open at any given time to about 20 per day.
What do you dislike about the product?
Setup can be a little challenging. All of the custmization options can mean that there are too many options, and it can sometimes be difficult to decide the best way to accomplis goals.
What problems is the product solving and how is that benefiting you?
We are able to connect with our customers and solve their questions faster than ever before, witch is great news for everyone. Having chat on our websites has dramatically cut down on our email volume.
Out of the box just fine
What do you like best about the product?
It just works. You don't need an entire dev just to make sure it does what it should.
What do you dislike about the product?
Sometimes the help center can be confusing to find answers.
What problems is the product solving and how is that benefiting you?
It is a very simple and easy to use Help Desk and the knoiwledge center is easily customizable.
Our 29 people Support runs flawlessly using Zendesk
What do you like best about the product?
We use Zendesk not only for ticketing but also for our HelpCenter and LiveChat assistance. So far we are very happy with it, it enable us to offer a great support service.
What do you dislike about the product?
The only improvement I would suggest here (I believe it's been requested by some colleagues already) is to have an easier way to insert links. Instead of the usual "CMD+K" we would like to select the text and paste directly "on top" the link we want to insert. This is how other tools like Slack or Lattice work.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to have centralized all the data of the requests of our customers. All this is synced with Salesforce, Census even our own tool (Mixpanel) for extra analytics.
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