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Zendesk Suite

Zendesk

Reviews from AWS customer

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External reviews

6,538 reviews
from and

External reviews are not included in the AWS star rating for the product.

    Computer Software

Great support ticketing platform. Help Center modifications work well

  • July 30, 2018
  • Review provided by G2

What do you like best about the product?
Zendesk had changed their format of their 'Help' and article section to what it is now known as the Help Center. Format is easy to use, and update.
What do you dislike about the product?
The add on sidebars (for Highrise, etc.) don't always work well.
What problems is the product solving and how is that benefiting you?
Customer Support and onboarding

    Primary/Secondary Education

Using Zendesk to Field IT Requests

  • July 30, 2018
  • Review provided by G2

What do you like best about the product?
*Software is easy to use and learn.
*I now have a way to track incoming requests, update my colleagues on progress of the ticket, etc.
*This also encourages colleagues to trouble-shoot their IT issues first before submitting a ticket. Most issues could usually be solved independently
*Since I teach full time, using this program reminds colleagues to respect my time instead of coming to me when class is in session to ask for IT help
What do you dislike about the product?
As with all technology, this took a while for the teachers to adopt. Some were reluctant to submit IT request this way and preferred to come up to me in person instead.
What problems is the product solving and how is that benefiting you?
*I now have a way to track incoming requests, update my colleagues on progress of the ticket, etc.
*This also encourages colleagues to trouble-shoot their IT issues first before submitting a ticket. Most issues could usually be solved independently
*Since I teach full time, using this program reminds colleagues to respect my time instead of coming to me when class is in session to ask for IT help
Recommendations to others considering the product:
I did a trial run of this program with select teachers who are more tech savvy and who I know would be more open to use a ticketing system for IT requests. They can then champion for the use of the program on my behalf.

    Jake E.

It's a Good Tool, not the Best

  • July 30, 2018
  • Review provided by G2

What do you like best about the product?
It allows all of our company tickets to be housed in a single platform, gives us analytics on progress, easy to assign tickets and work as a team
What do you dislike about the product?
Reporting could be better, I've used Zendesk and Salesforce and I like SF because it allows ticket and account management.
What problems is the product solving and how is that benefiting you?
Capturing customer issues in realtime and giving quick and instructive responses.
Recommendations to others considering the product:
Incorporate more account management perspective and not just ticket management.

    Palak S.

Great for small and medium sized help desks

  • July 30, 2018
  • Review provided by G2

What do you like best about the product?
The Zendesk platform is great. It allows voicemail to email, ticketing, and much much more.
What do you dislike about the product?
Not much, so far have not had any issues using this software between two different companies that I've worked for.
What problems is the product solving and how is that benefiting you?
Ticketing/Support system
Recommendations to others considering the product:
Definitely a great place to start at and then work your way up as you need.

    Cole H.

Utilitarian and Intuitive

  • July 30, 2018
  • Review provided by G2

What do you like best about the product?
Zendesk has the ability to manage tickets, send out updates, and connect to Office 365 to keep customers up to date.
What do you dislike about the product?
It lacks the ability to integrate a timesheet.
What problems is the product solving and how is that benefiting you?
We are doing all of our ticket management through Zendesk and benefits us with a resource to track, manage, and update tickets very easily.
Recommendations to others considering the product:
Take your time to decide if this offers every process you need.

    Computer Software

Software is cumbersome to the end user

  • July 30, 2018
  • Review provided by G2

What do you like best about the product?
Being web based for end users makes it easily accessible across multiple devises.
What do you dislike about the product?
The software is limited. the search capability is very weak.
What problems is the product solving and how is that benefiting you?
I use this for help desk entry and updates.

    Internet

Does what you need, but not always intuitive

  • July 30, 2018
  • Review provided by G2

What do you like best about the product?
This platform allows me to easily manage communication with clients and sort out tickets between me and my colleagues. I'm able to leave internal notes to ask colleagues for advice before sending the public response, which is very helpful.
What do you dislike about the product?
I hate that I cant create a macro-template from an email. Sometimes after writing an email, I think 'I type this out a lot, I should make it a macro.' but then I have to copy all the text, click around about 6 times, paste, and do a few more clicks in order to actually create the macro. Not very user friendly, especially for a product that I imagine macros are so heavily used on.
What problems is the product solving and how is that benefiting you?
A combination of client success and customer support. I like that I can manage these out of separate buckets and they don't all get mixed together. I can also step in and help my co-workers with their tickets, without have them be private or scrambled in with my own inbox.

    Jorjette H.

Zen Desk for Non-Profit Organization

  • July 30, 2018
  • Review provided by G2

What do you like best about the product?
I like the ease of set-up, the low cost, and the user interface. The platform is very user friendly and easy to navigate. The cost of the product was quite affordable.
What do you dislike about the product?
I do not like the customer service with Zen Desk. I had numerous issues with the site functioning properly and customer service was always slow in responding.
What problems is the product solving and how is that benefiting you?
We use ZenDesk as a Live Chat Platform to on a fundraising website.

    Education Management

Good, but need more control over your own data

  • July 30, 2018
  • Review provided by G2

What do you like best about the product?
The interface is simple and the integration with GMail make it really easy for colleagues to submit requests for help. Additionally, we've had the highest response on the surveys for a number of years because of how easy the process is, and how simple (thumbs up, thumbs down)
What do you dislike about the product?
There is no way to prevent your tickets from being force-closed, and thus renders a lot of the data inaccurate if, for example, some required fields are not working (Zendesk's bug in their app not enforcing their own conditional fields) and you take more than 28 days in resolved status (Zendesk auto-closes tickets and there's no way to stop this, even if you diactivated the automated workflow that comes OOTB)

To set up SAML in GSuite and Zendesk, you can only do so with a single domain. G+ authentication works fine, however.
What problems is the product solving and how is that benefiting you?
Allows quick and simple interaction between users and service desk personnel, along with integration into the primary communication method (e-mail) and single sign-on
Recommendations to others considering the product:
Make sure your use case is simple and doesn't rely on frameworks such as ITIL. Zendesk is a semi-informal tool geared more toward customer service than ITSM alignment.

    Jane D.

Good System

  • July 30, 2018
  • Review provided by G2

What do you like best about the product?
The system is easy to use and allows for many custom like features.
What do you dislike about the product?
Some features can only be used by admins.
What problems is the product solving and how is that benefiting you?
Ability to share problems and incidents across a large group.

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