Zendesk Suite
ZendeskExternal reviews
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Less difficult than other products, but still not totally comprehensive
What do you like best about the product?
I like that it's easy to open multiple tabs, sending cases is easy since the case link is the URL, and I like that there are customizable personal macros that I can create and use for myself.
What do you dislike about the product?
While I like the feature to open multiple tabs, it lags like no other, and there are a lot of cases where the cases doesn't save properly. I have had to change the default of my ticket to 'Stay on tab' so that the page doesn't close it in case it fails.
What problems is the product solving and how is that benefiting you?
I am using Zendesk Support to communicate with my customers, and it helps me organize my cases by date and status type.
Recommendations to others considering the product:
Tagging is super important, so setting up the proper tags would be the first step when organizing/setting up.
My experience with Zendesk Support
What do you like best about the product?
Ease of system administration and set up. It's easy for administrators to set up and support Zendesk to meet the majority of business needs.
Customer support. Zendesk provides easy accessibility and quick support when we need them the most.
Enhancements - Zendesk is continually improving their system which gives you hope for new functionality to help and enhance your current support processes.
Customer support. Zendesk provides easy accessibility and quick support when we need them the most.
Enhancements - Zendesk is continually improving their system which gives you hope for new functionality to help and enhance your current support processes.
What do you dislike about the product?
Limited functionality - Compared to some of the competitors out there, Zendesk has a long way to go, offering limited functionality such as advanced trigger logic, the limited use of the CC field, and the lack of integration between their chat and ticket reporting.
Roles and Permissions - Creating roles and permissions is very limited. I would like to have more control over what users can and cannot see within the user interface as well as access to functionality.
Roles and Permissions - Creating roles and permissions is very limited. I would like to have more control over what users can and cannot see within the user interface as well as access to functionality.
What problems is the product solving and how is that benefiting you?
Analytics - Reporting is only based off of ticket fields and hardly anything else. This makes it hard to really track agent productivity and more importantly, it is hard to integrate into your business intelligent systems.
Zendesk support agent
What do you like best about the product?
Its good to have a formal place to keep track off incoming comms, this does a perfect job keeping us organized.
What do you dislike about the product?
It can sometimes be a little tedious to create simple tickets, often times too many sub filters are required.
What problems is the product solving and how is that benefiting you?
An efficient way to track and answer your inbound support questions and concerns. It does save time.
Zendesk
What do you like best about the product?
I like the response time and transparency in the email support responses
What do you dislike about the product?
The price of the product in competition to others
What problems is the product solving and how is that benefiting you?
Trying to find a solution to help customers reach the company and its employees quickly to resolve any issues and communicate and needs
Zendesk review pros and cons
What do you like best about the product?
Easy to track the history of a client and the progress of agents. The Infusionsoft integration is tremendous.
What do you dislike about the product?
Support has been mediocre at best. That needs to be improved.
What problems is the product solving and how is that benefiting you?
Addressing customer issues and resolving problems. Has made it easier to track logs of clients and agents.
Recommendations to others considering the product:
The support needs to be improved in my opinion in order for it to be a worthwhile product.
Simple and fast software
What do you like best about the product?
I like being able to merge tickets, the basic layout is easy to use, I love the macros, social media post responses, pretty close to glitch-less.
What do you dislike about the product?
Not a fan of the reply structure, some customers have a hard time understanding how to reply. It's difficult to know if they received the message at all.
What problems is the product solving and how is that benefiting you?
Fast support, 24/7 availability, easy to use within the Zendesk app via mobile devices. We really could work from anywhere.
Ease of Use
What do you like best about the product?
I enjoy using Zendesk for my work as it makes my day go smoother. I am able to locate apps I need in a jiffy and execute the command I want to do. I also love how fast it runs. I have rarely ever run into issues with ZenDesk.
What do you dislike about the product?
There's not much I don't like. ZenDesk is a very desirable program to use for an efficient work day.
What problems is the product solving and how is that benefiting you?
I benefit from the vast amount of different programs my job is able to include in ZenDesk to help my work go smoother.
Great but can be complicated for first time users
What do you like best about the product?
Really easy to track incoming tickets and segment them into separate categories (depending on your type of service/business).I also really like how we can tie it into our Help Center and easily input help articles into our tickets to customers.
What do you dislike about the product?
Tracking agent's usage can be frustrating. The ratings system isn't great and it's hard to review tickets when you have massive amounts coming in.
What problems is the product solving and how is that benefiting you?
Providing excellent customer service to our merchants! Fast and efficient communication is key to keeping them happy!
A good ticketing system but not for a large enterprise outfit
What do you like best about the product?
The interface to see tickets is easy to use interface for both the helpdesk personnel and the supervisors of the helpdesk. For the personnel entering a ticket, it is fairly easy and quickly achieved.
What do you dislike about the product?
Not a very bad, dislike more of a wish. With the setup of new users, you can set people up quickly which is good. However, if the person setting up the users does not fill in all the needed information the tickets created by them get dumped into a large pool. I wish that it made the users set all information up so tickets go to the correct location vs. having to go back to set the user up again after the fact. basically, prevent people from being lazy at setup time.
What problems is the product solving and how is that benefiting you?
Helpdesk is very good overall for putting tickets in so solving issues for the end user and tracking the changes is the main reason for it.
Recommendations to others considering the product:
Make sure you do your homework as with any software. Really know what you need and want it to do. they will not assume you wanted "feature D" while talking about other features.
A bit confusing
What do you like best about the product?
There is soooo much content in ZenDesk, which is great. Everything is recorded, and the program works to associate callers with certain accounts.
What do you dislike about the product?
Similar to my answer about what I like, since there is SO much information, it is really complicated and confusing to find stuff.
What problems is the product solving and how is that benefiting you?
I am able to track all of the calls that the Customer Care team makes, which helps me consult with the restaurant clients.
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