Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Great GUI on front end and good software on backend
What do you like best about the product?
I like the GUI the best. The GUI looks very smooth and fresh which makes users feel better about using the software. The GUI on the site makes it easy to submit tickets, manage tickets, and view different reports.
What do you dislike about the product?
I dislike the phone app. I feel more limited when I use the phone app due to the lack of functionality within the app.
What problems is the product solving and how is that benefiting you?
It makes managing helpdesk support much easier than just using email.
Recommendations to others considering the product:
Give it a shot. The GUI is very user friendly which makes me users feel better about submitting tickets using the software vs emailing IT or just calling them.
Easy to use software for the workplace
What do you like best about the product?
I like this software because it's simple and to the point. Customers seem to like the interface as well as staff. There are a lot of options which I as a techsupport user dont get to see inthe back end however the term small but mighty applies to this in my opinion for sure.
What do you dislike about the product?
I have yet to come across any dislikes. There is occasionally a mixup in settings however i believe that is user error more than system error.
What problems is the product solving and how is that benefiting you?
Customer support is made easy. If customers are happy, our job is so much easier.
Recommendations to others considering the product:
I recommend giving it a try. You've really nothing to lose and so much to gain.
It's powerful, but complicated and slow.
What do you like best about the product?
You can customize a LOT with triggers to automatically triage your tickets.
What do you dislike about the product?
The website gets really slow. ZenDesk Talk seems a little half-baked.
What problems is the product solving and how is that benefiting you?
It's helped us keep in contact and manage our Salad a lot easier! Email shouldn't be used for support requests.
Recommendations to others considering the product:
Explore other options! They may be much cheaper.
Zendesk knowledge base and support ticket system
What do you like best about the product?
Knowledge base and generous trial period
What do you dislike about the product?
trigger rules didn't work smoothly at first
What problems is the product solving and how is that benefiting you?
support tickets organization and the knowledge base trains the answer bot in the future
Zendesk Chat
What do you like best about the product?
I like the chat function quite well. It is easy to use and rarely do I experience an issue. Chats are easy to identify and pick-up.
What do you dislike about the product?
It can have a bit of a lag at times. It seems that the communication going back to the customer does not go through right away and I have to wait for a short amount of time.
What problems is the product solving and how is that benefiting you?
It is an additional channel for our customers to reach out for support
Recommendations to others considering the product:
Definitely worth taking a look at this product for chat
Good but not great
What do you like best about the product?
Good interface, easy to manage multiple customers at once and customize macros.
What do you dislike about the product?
Ticket closing is more work than it should be, occasional outages or down time.
What problems is the product solving and how is that benefiting you?
Primary method of email contact with customers
It has it place.
What do you like best about the product?
I like that you're able to pick up a ticket and assign it to another person, even if they're in a different department.
What do you dislike about the product?
I dislike the fact that for our department, it sends the customers surveys regarding the service that we've provided. However, they do not complete the survey as instructed and will give bad ratings to an employee that had nothing to do with the issue they're upset about.
What problems is the product solving and how is that benefiting you?
Being more available to the customer.
Useful but Not Intuitive
What do you like best about the product?
I like being able to communicate internally on email threads with colleagues.
What do you dislike about the product?
Having to categorize each email takes a lot of time.
What problems is the product solving and how is that benefiting you?
The internal communication is often very helpful in solving who should solve what issue when general inquiries come in.
Recommendations to others considering the product:
If your company experiences a lot of interdepartmental email traffic, Zendesk is a useful tool to organize emails.
Zendesk , a powerful cloud customer service tool
What do you like best about the product?
its convenient , and cheap and helps a great deal in managing the tickets that are generated and also prioritizing them and is highly scalable.
What do you dislike about the product?
At times have had some sign in and sign out issues. thus , i had to logout and then had to resign in back to stay logged into the system
What problems is the product solving and how is that benefiting you?
all the issues that comes our way is casted into the ticket system and through this we are able to help resolve issues well and on time . Its a best way as zendesk helps prioritizing tasks
Super customizable, but sometimes hard to use
What do you like best about the product?
I like that you can make Zendesk do pretty much anything you want, as long as you know the best way to manipulate the software. It can sometimes require workarounds, but anything can be achieved in the end.
What do you dislike about the product?
It's not always intuitive to set things up, from triggers to reports. More "English-language" customization menus would go a long way to improving usability.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support to manage our help requests from customers. It helps us stay organized, manage processes, and get the data that we need to make business decisions.
Recommendations to others considering the product:
Definitely sign up, but don't be mistaken- your setup will take longer and be more complicated than you expect.
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