Zendesk Suite
ZendeskExternal reviews
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Awesome but needs some Improvement
What do you like best about the product?
I like it that the whole team can work together in one ticket and there will be an eyeball showing on the ticket if someone is in there. That helps us a lot not to duplicate things and we're able to communicate together.
What do you dislike about the product?
I hate the emails we are receiving in Gen and it looks completely awful.
It is hard to read bcos it won't copy the same exact format that the sender have sent but rather, all are in letters and there's no table or something. I just don't like that bcos that makes the email hard to be read
It is hard to read bcos it won't copy the same exact format that the sender have sent but rather, all are in letters and there's no table or something. I just don't like that bcos that makes the email hard to be read
What problems is the product solving and how is that benefiting you?
Email communication and order processing
Recommendations to others considering the product:
If you consider formatting in your emails, well Zendesk may not be for you but if you would like a team integration, file compilation and other things for customer help desk, Zendesk is perfect!
Zendesk is a great product but does have some complications
What do you like best about the product?
The intuition of information from our Support program that shares the customers information is nice that it shares. And, most steps are easy to learn.
What do you dislike about the product?
New tickets are generated for even associated accounts, this is very confusing as there could be two associated customers in our case (rider and driver) and those would be easier to track if they were one ticket under one subject. Also, it is very busy and has a lot of too many options that we don't use and adding categories is not easy to figure out without a manual of the program.
What problems is the product solving and how is that benefiting you?
Customer documentation, specifically rider accounts and driver accounts. Zendesk is our main program used to document all internal conversation and information for those customers and business partners.
Okay
What do you like best about the product?
Its user friendly and pretty straightforward
What do you dislike about the product?
It’s hard to get tech support to help you
What problems is the product solving and how is that benefiting you?
It’s helped keep all of my issues in one place
No compl
What do you like best about the product?
Like the ease of use and that everyone can use it no matter the skill level.
What do you dislike about the product?
Sometimes it takes awhile to get assistance, but most of the time works smoothly.
What problems is the product solving and how is that benefiting you?
System issues and resolved quickly.
Recommendations to others considering the product:
N/a
Effective and Intuitive, Yet Frustratingly Limited
What do you like best about the product?
Best features include an intuitive macro and CMS system, simple ticketing and shareable user states and exportable report data.
What do you dislike about the product?
I disliked having to convince my CEO to pay for the second highest product tier just so that we could export our comment data and run analysis on it. I disliked the forced organization of their FAQ component- topics have to be housed within articles which have to be housed within sections. This discouraged users from browsing otherwise easily accessible topics.
What problems is the product solving and how is that benefiting you?
Zendesk is effective for answering email volumes of 1000 or more tickets a day in a scalable way that allows work to be assigned to various sub teams and department levels.
Recommendations to others considering the product:
Consider using an external service for your user support section, FAQs etc. Also, their answer bot is a time sink.
It does the job
What do you like best about the product?
I have used Zendesk over two of my different roles in customer support.
As I have managed a team who all used it was helpful to be able to see statistics on their ticket volume but also manage their reply time etc.
Another thing I like is that you can categorise tickets so only a specific type of team with a particular focus.
You can ask for feedback which is great PR.
As I have managed a team who all used it was helpful to be able to see statistics on their ticket volume but also manage their reply time etc.
Another thing I like is that you can categorise tickets so only a specific type of team with a particular focus.
You can ask for feedback which is great PR.
What do you dislike about the product?
To someone who has not used the system before - it is not the most user friendly.
I also find there there is a delay of the information at times
I also think it is very easy to overcomplicate it as it is SO customisable.
We often get compliants about all the emails that each ticket generates.
I also find there there is a delay of the information at times
I also think it is very easy to overcomplicate it as it is SO customisable.
We often get compliants about all the emails that each ticket generates.
What problems is the product solving and how is that benefiting you?
We have several clients and a large team working on each - it provides a live support to each of the clients.
Recommendations to others considering the product:
Simply have it to your needs without all the add ons.
Good platform but customer service needs improving
What do you like best about the product?
Zendesk offer a great service at an industry-standard cost, depending on the tier of Zendesk you get access to great software.
What do you dislike about the product?
Whenever we contact Zendesk, they take 10+ days to resolve issues, this is not good for a business relationship.
What problems is the product solving and how is that benefiting you?
Mainly customer support quires as well as client support.
Recommendations to others considering the product:
A great platform but can become very costly and the level of support from Zendesk is poor
Good basic ticket system
What do you like best about the product?
Very simple and looks good. iOS and Andriod app for the agent support is very clean and easy to navigate.
What do you dislike about the product?
Too simple of a ticket system overall it's nice if you are starting to build a ticket system for a middle business.
What problems is the product solving and how is that benefiting you?
Help desk support for end users at in-house support across North America.
Best Support Ticket System
What do you like best about the product?
Zendesk has the best ticketing system for our users. Help desk and live chat are too useful
What do you dislike about the product?
admin is a bit complex, but if you explore much in the configuration system, you will learn the interface.
What problems is the product solving and how is that benefiting you?
Our users are creating tickets. Communicating via chat.
Recommendations to others considering the product:
if you are comparing with other platforms, Zendesk is the one.
Good analytics for UX
What do you like best about the product?
It summarizes a lot of complex interactions with customers. Graphs them too.
What do you dislike about the product?
More features and complexity than our small shop needed or could leverage.
What problems is the product solving and how is that benefiting you?
We were testing it to see what we could learn about out customers
Recommendations to others considering the product:
If you have a large number of customers this will probably be very helpful in making sense of all the noise.
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