Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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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.
Zendesk Support Review
What do you like best about the product?
Nice & fast correspondence response. Having good presentation with ease of use. Every one can use it easily.
What do you dislike about the product?
Why did but so many new comers didn't know what is this ? Must have to give advertise with a good clarification.Otherwise a lot of business people are away from so many software's. They didn't know which software we have to use where except engineers.
What problems is the product solving and how is that benefiting you?
Email services are providing better .Receiving emails instantly.
Recommendations to others considering the product:
I think it will run nicely if they will advertise it properly.
Zendesk is a pretty good product but they have terrible support
What do you like best about the product?
Zendesk does what it's supposed to do for and it does it well It's designed very well and it's good for big companies like enterprises it helps tremendously with managing our cs requests
What do you dislike about the product?
Because it has so many features and is so complicated it could take forever to finally get everything how you want and they have like no support or customer service to help with this matter
What problems is the product solving and how is that benefiting you?
We use zendesk to help with our customer service requests
Recommendations to others considering the product:
Research into Zendesk and really get to know the product before paying the 5$ monthly
Zendesk does the job
What do you like best about the product?
I like that you can easily track a project and you can communicate internally within the ticket.
What do you dislike about the product?
The view is very standard and linear. If a ticket gets a lot of responses, it can be difficult and clumsy to view all of the responses.
What problems is the product solving and how is that benefiting you?
We are a large school district and everyone (teachers, students, parents, admin) have access to create a help desk ticket. Zendesk helps us keep track of all of those tickets and makes it easy for all stakeholders to communicate about the issue.
Great services, but is a little slow
What do you like best about the product?
I like how you see all of the messages and who has responded to each. The most helpful feature is after you respond, having the ticket bumped to the top when the customer responds. It is also very easy to transfer a ticket to someone else within Zendesk.
What do you dislike about the product?
I don't like how slow it is. Especially when I search for a specific message, it takes a while. It would also be helpful if the system could look up the customer's order automatically using name/order number. This would save a lot of steps on the business side.
What problems is the product solving and how is that benefiting you?
We are solving customer service response times (since customer service is based on West coast, timing doesn't work with phone calls). We also can search previous tickets we have solved.
Zendesk is great but could use some improvements
What do you like best about the product?
I really enjoy how user-friendly Zendesk is and the organizational aspects. The formatting options for replies are simple and easy to use. I especially like the option of seeing conversations vs the events of a support ticket.
What do you dislike about the product?
The API for integrating our help center and KCS is quite buggy and does not always work as designed. When pulling data you cannot pull a certain range and choose to eliminate tickets with a particular tag which is difficult for reporting purposes.
What problems is the product solving and how is that benefiting you?
Providing efficient and quality support. The ability to assign priorities to tickets is extremely helpful as we have moved to a demand-driven support model for our support partner network.
Recommendations to others considering the product:
Pay attention to what your business needs are and clearly outline what you would need and schedule a demo with Zendesk so you can get the best idea of how this product will work for you and your team.
Zendesk Review
What do you like best about the product?
Macros make responding extremely quick and easy, ability to sort tickets by tags
What do you dislike about the product?
Unable to sort tickets by emails coming in, which would be useful when you have frequent people writing in. Loading queues are extremely slow, next ticket feature always skips tickets, overall the platform is the slowest of all that I use.
What problems is the product solving and how is that benefiting you?
Customer support issues that users write in, time sensitive issues as well as issues that involve investigation.
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