Zendesk Suite
ZendeskExternal reviews
6,476 reviews
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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.
Zendesk was a great tool but had some flaws
What do you like best about the product?
It was easy to use and intuitive. We did not have any issues with client interaction.
What do you dislike about the product?
Replying to message was slightly confusinf, having to response above a specific line, and being unable to change it
What problems is the product solving and how is that benefiting you?
We were able to manage tickets and interactions with our clients in a user friendly manner
Zendesk Support Review
What do you like best about the product?
Easy to use & create cases or tickets, good reporting features. We could also export the tickets via CSV.
What do you dislike about the product?
Email notifications do not work so well.
What problems is the product solving and how is that benefiting you?
We were trying to standardize our ticketing process & document all requests in a single support tool.
Zen Desk for Non-Profit Organization
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.
Good, but need more control over your own data
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.
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.
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