Zendesk Suite
ZendeskExternal reviews
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Amazing!!!
What do you like best about the product?
The customer service! If I ever needed assistance, I was actually excited to reach out to them to have my problem solved. They always made sure they helped walk me through everything before the conversation was finished. Everything seems to be up to date, never buggy and they always listen to their customers. If we make suggestions, they listen and don't ignore what their customers are asking for! The price you pay definitely reflects in the software!
What do you dislike about the product?
You have to pay more for the better features. While it doesn't burn a hole in my pocket personally, it would be nice to see that for one solid price across the board, everyone pays the same price for the same things. As far as the Roles and Permissions, creating roles or permissions for other users is limited. Being able to have more control over who sees and accesses what would be great! Sometimes, when a chat ticket is put in, it takes a while to process. Sometimes, it will crash kicking the user out, having to start the conversation again with another agent. If it doesnt crash, it will take a while for it to come through to our end.
What problems is the product solving and how is that benefiting you?
Locating purchase orders, and helping to walk through orders online, and processing payment
Recommendations to others considering the product:
Pay the price for the better features, if not you're going to wish you had, as it makes it a lot easier and better to use
Speedy But Clunky
What do you like best about the product?
I like that Zendesk is speedy. Coming from different ticketing systems, Zendesk is a downright thoroughbred. The layout is fairly intuitive and clean and isn't a text-box-cluttered nightmare. It runs well in just about any browser and the mobile site isn't bad either.
What do you dislike about the product?
Using Zendesk is somewhat clunky, at least in our instance. It's very picky about the ticket detail fields that you fill out and can refuse to even save an existing ticket if the country (for international instances) isn't populated. The rest of the mandatory fields can wait until you close it, but Country will cause ZD to error out with no explanation.
What problems is the product solving and how is that benefiting you?
For now, we're just using it as a ticketing system for our two help desk branches. It does the job for that. Rolling out self-servicing articles is pending.
Recommendations to others considering the product:
If the pricing is good, go for it. It's far less annoying than other systems I've used.
We use for Internal Service Desk support and it is good.
What do you like best about the product?
The minimalistic User Interface design for creation of service tickets is good. UI is not cumbersome when more fields are shown for ticket creation.
What do you dislike about the product?
When there are many branches and sub-categories it is difficult to traverse and select the required option.
What problems is the product solving and how is that benefiting you?
Internal Service Desk tool for day to day IT needs and access control requests.
A go to live chat software for all the companies
What do you like best about the product?
Easy to switch option between the desktop and laptop and mobile helps in easy navigation and fetching the details from distinct devices in a single go.
What do you dislike about the product?
It's quite expensive and thus for new users seems bit dizzy.
What problems is the product solving and how is that benefiting you?
Being compatible with all the devices it makes it easier for me to communicate and attend the clients even while traveling. It helps me in enhanced chances of troubleshooting.
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
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