Zendesk Suite
ZendeskExternal reviews
6,476 reviews
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Good overal but needs improving
What do you like best about the product?
UI is constant across platforms such as tablets phones and desktop. Oversimplified UI makes it easy to show new reps how to use the system.
What do you dislike about the product?
The email reply system is glitchy AF. For example the emails take about 15 minutes to surface into the system.
What problems is the product solving and how is that benefiting you?
We use it for tracking customer issues via email as well as integrating Issue resolution teams with the UX. However I wish It were better suited for actually finding customer data within Zendesk itself rather than relying on 3rd party apps to do so in the real world. A fully integrated solution would be WAYYYYYYYYYY WAYYYYY WAYYYY better.
Great for interacting with customers
What do you like best about the product?
Zendesk support provides an easy to use customer service platform. The employees using it have ease and the customer's using it are not stressed.
What do you dislike about the product?
The only thing I don't like about Zendesk is that it can be difficult to integrate into multiple webpages on a website.
What problems is the product solving and how is that benefiting you?
Zendesk was used to gain feedback from customers and allow customers to communicate any issues they were having.
Zendesk Support
What do you like best about the product?
The best thing about Zendesk Support is the features and add-ons. The Round Robin assignment extension in particular is very useful for automating support ticket assignments.
What do you dislike about the product?
The UI can occasionally be not so user friendly.
What problems is the product solving and how is that benefiting you?
Zendesk Support allows us to have quick and efficient contact with our customers when issues arise.
Nice and Tricky
What do you like best about the product?
What I like best about zendesk is how it can be altered on a personal and large scale. I get that it has abilities to make your experience as quick as possible, however it can be difficult for basic features. It's great for internal use and leaving notes. I do like the different ways of 'solving' tickets.
What do you dislike about the product?
I dislike the features - IE changing font to bold, missing the CC ability - seems to be all BCC. At times - it would be nice to edit a internal note too.
What problems is the product solving and how is that benefiting you?
Having the chance to move tickets to your personal view and the benefit of putting emails 'on hold'.
very ease of use and ticketing system works well
What do you like best about the product?
ticketing system works well and solves our issues
What do you dislike about the product?
time management does not work well and could be improved
What problems is the product solving and how is that benefiting you?
service desk tickets
Zen desk review
What do you like best about the product?
This system is great. It does it crash and is very organized with customer issues. it could look a bit easier on the eyes but all in all very good
What do you dislike about the product?
Could feel a bit more updated and offer a wider view to preview issues
What problems is the product solving and how is that benefiting you?
Driver issues and status of issues
Generally very good
What do you like best about the product?
Easy to create tickets, and a really good dashboard to track progress of all tickets
What do you dislike about the product?
No easy way to store useful details of the customers, ie hardware configurations, operating systems used etc.
What problems is the product solving and how is that benefiting you?
Provides an excellent way to manage customer issues and obtain feedback from customers on the quality of service provided.
Has been useful for what’s needed
What do you like best about the product?
It gets you by. It’s worked for everything we have needed
What do you dislike about the product?
Nothing as of yet. It’s been helpful with the positions that use it
What problems is the product solving and how is that benefiting you?
Technical support
Recommendations to others considering the product:
I would give it a try
Can be slow but gets the job done
What do you like best about the product?
I personally think the design of this interface is particularly nice and user friendly.
What do you dislike about the product?
Although this program was overall designed well. It becomes a complete mess when many people are using it or there’s an abundance of CS requests on the particular account.
What problems is the product solving and how is that benefiting you?
Solving issues with shipping, buying, etc.
Zendesk keeps our eye on the ball
What do you like best about the product?
Email-centric helpdesk helps us keep tabs on every interaction. I can respond from anywhere quickly.
What do you dislike about the product?
Interface is a but outdated and cluttered in some areas.
What problems is the product solving and how is that benefiting you?
We support a couple of thousand users across the world and handle about a dozen or so tickets a day. Very easy to use and keep track of tickets.
Recommendations to others considering the product:
We've used it on a small scale with only a few users. No experience with larger support desk.
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