Zendesk Suite
ZendeskExternal reviews
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Zendesk helps us keep ticketing in check
What do you like best about the product?
I enjoy how simple and easy it is to use Zendesk, its really easy to train someone around how to use Zendesk support and get our team up and running.
What do you dislike about the product?
As someone who previously used Servicenow as their ticketing system, I wish more customization was possible for Ticket requests and a mobile catalog for users. Filling out forms is outdated; users want to be able to type in keywords to request things and or use Slack to request. However, Zendesk does have a Slack integration, but its capabilities are not very robust and limited. There is also no built-in hardware management within Zendesk. We have to use a third-party tool called Asset Sonar to integrate into Zendesk, which is enormous for Help desks.
What problems is the product solving and how is that benefiting you?
Helps create organized ticket views so we can effectively solve our end user's tickets. Helps me prioritize which keys need support first rather than figuring out which tickets should be actioned on so we can remain with high CSAT scores.
Overall Nice All-in-one Support Platform
What do you like best about the product?
I like how everything our support team needs is in one platform; it makes our work much easier. I especially like how easy it is to set up, manage, and update our Zendesk-powered Help Center.
What do you dislike about the product?
Zendesk can sometimes be buggy and sluggish. The latest interface update is not something my team or I like; while it added a couple of things that help our work, it generally made our work more complicated rather than easier.
What problems is the product solving and how is that benefiting you?
Zendesk is helping my team and I solve users' issues faster. We can access all the information we need within the Zendesk ecosystem, which is very helpful. The new update also has nice features, such as automatic ticket translation.
Wonderful ticketing system with all the features we could ask for.
What do you like best about the product?
ZenDesk supports multiple organizations as well as live chat that our employees can use to get in contact with us and feel like their needs are being immediately met and not have to wait on an email response that makes them feel like they're screaming into the void with no answers.
What do you dislike about the product?
The system could use a little bit better incoming email filtering for our different departments and organizations. We have a US as well as a Canadian branch. Both of those have multiple departments within them that use the ticketing system and the sorting could be done quite a bit better based on that.
What problems is the product solving and how is that benefiting you?
ZenDesk makes supporting our employees needs super simple with all of the features such as chat that can be utilized to keep our customers happy. The quick snappy feel of the interface makes closing multiple tickets very easy and seamless.
Great functionalities
What do you like best about the product?
I appreciate the possibility of searching for macros and info centre content while working on the ticket and the opportunity to watch the history of the client both for tickets and for articles read
What do you dislike about the product?
I don't appreciate the repetition of the messages sent in every reply of the user, it makes it quite difficult to navigate the conversation
What problems is the product solving and how is that benefiting you?
zendesk is definitely solving our multi-brand necessity and improving our customer care assistance
Quite Ok ok experience
What do you like best about the product?
Zendesk support is quite agile , but response from dev team need to bit quick , need to wait a long to get those response , related to sdk issues , need more follow up for the same but yes it quite interseting to got those answer in a time frame .
Please do provide ETA for any issues
Please do provide ETA for any issues
What do you dislike about the product?
No timeline for the issue resolution , which need to change,
Dev team need to more agile and need faster resolution because this is customer facing sdk
Need more followup for the issues
Dev team need to more agile and need faster resolution because this is customer facing sdk
Need more followup for the issues
What problems is the product solving and how is that benefiting you?
Android 11 issue, where messages are jumping around in UI
Notification services are too need help which i get a support
JWt token issues for a user to logged in
Notification services are too need help which i get a support
JWt token issues for a user to logged in
Zendesk Suite is a very helpful and useful CRM tool.
What do you like best about the product?
All the data reporting and different channels of support that is able to offer.
What do you dislike about the product?
The thing I dislike most about Zendesk is it daily bugs it has. The reporting isnt always accurate and we cant make many changes to interface.
What problems is the product solving and how is that benefiting you?
Zendesk helps with determining the total volume and it benefits our team when forecasting for the future.
received response faster than i expected
What do you like best about the product?
fast response with source of the answer provided
What do you dislike about the product?
nothing actually. maybe we can have a notification as well if the maintenance is cancelled.
What problems is the product solving and how is that benefiting you?
we got notified about the maintenance on dec 04. but were not told that it has been cancelled
My Suite Experience
What do you like best about the product?
What I enjoy the most about Zendesk Support Suite is the helpful information that is readily available and easy to understand and navigate. Many other support suites does not have much information available for research
What do you dislike about the product?
My least favorite thing is not having a direct number to call to speak with someone. I would recommend going back to the phone support option if possible . I would like to see improvement on the phone support side.
What problems is the product solving and how is that benefiting you?
Right now Zendesk Support suite is helping with agent routing based on skillset. We have been much more productive since implementing this routing. Efficiency has increased .
Issue with spam tickets
What do you like best about the product?
Support helped me set up the automation rules to eliminate spam tickets.
Sometimes users are not computers savy to help them; the agent gets access to change the settings.
Sometimes users are not computers savy to help them; the agent gets access to change the settings.
What do you dislike about the product?
Had to wait 1 hour to get to an agent, but got through after a long wait time
What problems is the product solving and how is that benefiting you?
We got rid of spam tickets which was the most important thing for our agents and users
System with many integrations and possibilities
What do you like best about the product?
The platform has a variety of tools and integration possibilities, what I appreciate the most are the various possible integrations, as in our company we use several other software.
What do you dislike about the product?
As a professional in the IT field, I did not find many negative points or defects in the tool, however, our employees in general had great difficulties in using the tool at the beginning. Although the entire interface tries to be as clear as possible, the amount of options and information in it makes it take a while for a common user to become familiar with the tool.
What problems is the product solving and how is that benefiting you?
As our company uses various other software like Asana and Pipedrive, we are able to interconnect and create an efficient workflow, centralizing all the information in Zendesk.
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