Zendesk Suite
ZendeskExternal reviews
6,541 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Excellent Ticket Management and Help Center
What do you like best about the product?
Zendesk allows a lot of customization for your company's help center. The support from both Zendesk and the community of users has been invaluable.
What do you dislike about the product?
Some of the integrations are clunky - for example, the integration with Slack, the bot treats all questions as though it can find an answer in our solution center, even when someone is asking if they can take an early lunch. We ended up turning it off.
What problems is the product solving and how is that benefiting you?
I am able to easily track user engagement through article views. I can track case work and history through the reports and searches available.
Recommendations to others considering the product:
Do your homework and use the community. You can learn a lot from other users.
Excellent app for customer communication
What do you like best about the product?
The app is really very user friendly and oriented and aimed at better communication. I like how it aims for better communication among different clients and customers.. Very effective management for multiple clients interactions
What do you dislike about the product?
Its not the cheapest solution out there for such tasks. No doubt it is one of the popular but I think they can provide some customer solutions
What problems is the product solving and how is that benefiting you?
Client targeted communication oriented meetings
Recommendations to others considering the product:
Its very user and customer oriented app
Zendesk for IT Helpdesk
What do you like best about the product?
I love the ease of searching for old tickets. The ability to update the status so that users can see and use email easily: people don't need to open a separate website. Easy-to-use platform and collaborate with colleagues. Ease of use and ability to integrate with other applications.
What do you dislike about the product?
In a manner suitable for the end-user experience oriented towards the client, the non-technical customers. You need advanced skills to manage complex workflows and SLAs for different customer groups. It can be difficult to find a specific ticket when searching with a broad keyword. It has issues with voice latency.
What problems is the product solving and how is that benefiting you?
Easy communication with customers who write to our support email for help with our products. It helps companies organize with support tickets in one place where we started using the product for the IT help desk and support services at the beginning. It helps companies stay organized with support tickets all in one place.
Recommendations to others considering the product:
Great product The value of using Zendesk is excellent The value of using Zendesk is excellent Also, do the same with other help desk software solutions
Great helpdesk tool for call center management
What do you like best about the product?
The call center management aspect is extremely thorough and useful. A lot of the management
What do you dislike about the product?
The ability to have document storage would be very useful for this tool, just based on our workload it would be very useful if this had such capability
What problems is the product solving and how is that benefiting you?
We use this primarily for our helpdesk and customer self service applications. It allows us to easily manage our workflows and make sure that tickets are being properly triaged and worked on correctly
Zendesk is a great tool with many ways to improve on it
What do you like best about the product?
I like that zendesk has become the top ticketing software in the world. It's ease of use and that so many orgs use it, makes it one to become familiar with.
What do you dislike about the product?
The thing that I dislike that it does have its fair share of random bugs, but that's typical of software and it's hard to run a software thats run on the cloud and not have some issues.
What problems is the product solving and how is that benefiting you?
Zendesk is the software that ties in all of our customer support tickets which is great to make things easy to oversee for everyone.
Easy to use
What do you like best about the product?
easy to reach out to members, to set follow ups, to gather feedback. All inclusive app that pertains to everything member support realted
What do you dislike about the product?
The follow ups can be a bit trickt to get rid of dates and autofilled fields
What problems is the product solving and how is that benefiting you?
able to delegate member emails, respond in timely manners, and track type of support requests
Recommendations to others considering the product:
none
Zendesk help desk
What do you like best about the product?
It is pretty easy to navigate and let's you send replies fast.
What do you dislike about the product?
Sometimes it lags on me and does not work depending on the browser.
What problems is the product solving and how is that benefiting you?
Help desk related for warranty.
Recommendations to others considering the product:
Maybe make it less difficult to use on other browsers. I have trouble with E explorer
Great, multiuse platform for support
What do you like best about the product?
I love the ability to communicate with customers via multiple channels without having to create profiles for each channel.
What do you dislike about the product?
I don't like that the "play" feature allows multiple people to open a ticket at the same time.
What problems is the product solving and how is that benefiting you?
We use it for all of our non-social customer support. One of the best benefits involves multi party cases and the ability to link multiple tickets to a master/parent ticket for easy visibility.
A support infrastructure that greatly empowers all of our users
What do you like best about the product?
I liked the easiness of setting up and getting things going with Zendesk. Support is easy to use from day one, but gets more useful the more you use it. It's flexible and able to accommodate complex tasks, but you don't need a Zendesk masters degree to figure it out.
What do you dislike about the product?
Zendesk Support isn’t perfect and has some obvious drawbacks. We need to admit that there are some troubles with notifications because we don’t get them in time. There are cases when we get notifications about tasks that we have already finished or vice versa. It is very annoying and causes many inconveniences. Moreover, mobile application should be also improved, because there is a problem with a preview option.
What problems is the product solving and how is that benefiting you?
There are no doubts that Zendesk Support service makes work easier and faster. It is great that we can customize everything in order to our needs or clients’ requests. What is more, Zendesk Support is easy to use, so you can track e-mails and conduct personalized campaigns. Zendesk cuts down on time spent responding to customers through the use of automatic replies and macros. Zendesk removes the clutter of having all inquiries in your inbox by having them routed to the Zendesk inbox instead. Allows for creation of a customer service portal that is customizable. Ticket creation gives customers peace of mind that their request is being addressed.
Recommendations to others considering the product:
If you were in an organization that was strict on ITIL, there may be some features that aren't up to par, but as long as your organization has some flexibility, and you're willing to dig in to the automations and triggers, you should be able to get around most of the issues.
Great knowledge base, lacking some in the forum
What do you like best about the product?
It's easy to organize and edit your articles and specify what groups need access. It's clean, and there's a great online community to get help and see how others are using it.
What do you dislike about the product?
The forum is really lacking some core features that other forum/message boards have, like a leaderboard or tags for specific groups of users. The formatting in the forum is also limited.
What problems is the product solving and how is that benefiting you?
I've been able to build a robust help center and organize it so it's easy to use for our support team and our users.
showing 4,801 - 4,810