Zendesk Suite
ZendeskExternal reviews
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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.
Secure Ticketing
What do you like best about the product?
Zendesk is necessary for our on demand consulting business model
What do you dislike about the product?
Sometimes the software breaks or is inoperable and I am not able to access my tickets
What problems is the product solving and how is that benefiting you?
The need to share tickets between employees working in several locations in real time and interact securely with clients without a VDI
Robust customer support product
What do you like best about the product?
It's easy to use. Good amount of customization capabilities.
What do you dislike about the product?
Reporting could be improved. There are few out of the box reports.
What problems is the product solving and how is that benefiting you?
Customer support tool
Zendesk for Workday Clients
What do you like best about the product?
Zendesk will ensure that you are notified when a customer responds to open tickets. This is great from an organizational standpoint because it allows you to not have to check this on a manual basis all of the time. It also provides viewing of the tickets that you are solely assigned to, which is really nice since you are able to drill down from the total number of open tickets for your organization.
What do you dislike about the product?
The only thing I dislike is that the good versus bad reviews don't provide a distribution report for you to see how overall you are doing from a customer satisfaction standpoint. I wish there was a better reporting tool for this so you could see your results overall.
What problems is the product solving and how is that benefiting you?
We are solving customer issues with Workday integrations. It is nice that you are able to track all of your responses, easily follow-up with clients
Recommendations to others considering the product:
Make sure that the product fits the need for your company. In comparison to similar systems, I do feel that Zendesk provides a better UI. Salesforce is fairly similar in some of the products they provide, so truly it comes down to cost and whether or not you are willing to pay for a more friendly system to service your clients or customers.
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.
Very organized and easy to use
What do you like best about the product?
You can filter emails by oldest or newest and also have an “inbox” of customers you are currently helping.
What do you dislike about the product?
If a customer emails in more than one time, they will be bumped from oldest to newest and can sometimes be waiting too long for a response
What problems is the product solving and how is that benefiting you?
Quick response time, templates are easy to make and use
Nice and easy to use
What do you like best about the product?
I feel like it's very intuitive and the UI looks create. It doesn't feel too complex for people just getting accustomed to it so it's easy to train. Things are very neatly displayed and being able to keep track of tickets has been a dream.
What do you dislike about the product?
Sometimes I felt like it was only giving me exact matches when I was searching for tickets based on different criteria. I don't always know the exact email or name so sometimes having broad search results are the only way for me to find a ticket without having to do deep research to find the exact match info.
What problems is the product solving and how is that benefiting you?
Keeps us organized. Having everything working out of one centralized place makes it easy for teams to understand what's going on on a day to day basis.
Recommendations to others considering the product:
Try it out, I think it's definitely worth a shot. It's one of the nicer and more organized help desk tools I've seen in awhile and it will surely be a useful tool for any team.
Huge fan of the software!
What do you like best about the product?
Zendesk is very easy to set up, cost effective and gets the Job done well!
What do you dislike about the product?
There are a few initial quirks when first setting it up but once you learn the system a bit, it is great!
What problems is the product solving and how is that benefiting you?
Being able to report on our consumer emails - so helpful to better understand what we need to do as a company to create the best experience possible!
A complete software for customer support and ticket generation
What do you like best about the product?
Its a very intuitive and useful tool for helpdesk and customer support, specially for the internal users. Every user can work with own credentials and create relationship with each area in the organization trought this software. Its has easy deployment and much easier configuration. Also has a lot of features and analytics for administrators, and you can export the data in a variaty of extensions or formats for QA works.
What do you dislike about the product?
For me is the most complete software so i really don't think in a dislike thing of this. The only thing that i can mentionate is the cost per agent, i recommend that they can offer a discount if you can pay a packet for volume of agents.
What problems is the product solving and how is that benefiting you?
Before Zendesk we management our customer support in a manual way and it was a disaster, we did not have a historic of tickets or statistics for our internal users or for our QA team. Now with this software we have centralized all the information and all the data for our customers, we have tickets for each case and we can work with exactly statistics in the QA area.
Recommendations to others considering the product:
My recommendations is for that users that work in a manual way, with math books softwares or database software. You must change your way and migrate to Zendesk support, worth it. They have a trial version and you can work with all the features in this trial time.
Zendesk for a remote working team
What do you like best about the product?
Zendesk is a well-thought out platform to manage out inbound customer inquiries. The ability to easily assign tickets to others on the team makes the experience seamless.
What do you dislike about the product?
It is a challenge to find historical tickets. I am unsure of the solution but this is a pain point.
What problems is the product solving and how is that benefiting you?
As a remote working employee it allows an uninterrupted customer experience.
Recommendations to others considering the product:
Zendesk is easy to use. It is not the least expensive option on the market for helpdesk management but I believe customer experience is an area worth investing in.
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