Zendesk Suite
ZendeskExternal reviews
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Zendesk for Work
What do you like best about the product?
The interface is easy to use, and the queues are very helpful in managing tickets and volume. Recent tickets are very useful to view.
What do you dislike about the product?
No option for filtering search. Very basic filtering that isn't helpful, it's also always SO slow. We get a lot of tickets but a software like this should be able to handle it. Rating system is terrible. Not accurate as there as only two options.
What problems is the product solving and how is that benefiting you?
Customer service problems can easily be handled on Zendesk via correspondence. Analytics could be useful if rating system was better.
Recommendations to others considering the product:
BETTER RATING SYSTEM
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.
Quick and simple
What do you like best about the product?
It is easy to work from my inbox to send and receive updates on tickets.
What do you dislike about the product?
There isn't something that I would say I dislike.
What problems is the product solving and how is that benefiting you?
Keeping track of customer tickets and follow ups.
Thoughts
What do you like best about the product?
Gets the job done and has made ticketing management a breeze.
What do you dislike about the product?
Price tag.
What problems is the product solving and how is that benefiting you?
Customer support. Timesaver.
Great system!
What do you like best about the product?
The ease with which Macros can be made and have the fields pre-filled. It makes it a lot easier to send out emails and track member engagement. The insights feature also makes it easy to check out trends.
What do you dislike about the product?
Difficult to set reminders without skewing response times or filling your personal inbox with emails
What problems is the product solving and how is that benefiting you?
Ability to reach out to members, respond to their concerns and help efficiently.
Recommendations to others considering the product:
The customer service can be difficult but there is a lot of information on Google if you look up zendesk support and other questions people have had!
Great tool at a great price
What do you like best about the product?
Easy to use interface. Our users were onboard with the transition much quicker than when we switched to Desk.
What do you dislike about the product?
Great overall. I really do not find myself disliking much. Out of the 4 tools we have switched between over the years, this one was probably our favorite.
What problems is the product solving and how is that benefiting you?
We switched to ZenDesk from Desk.com since Desk is quite expensive compared to other offerings.
Recommendations to others considering the product:
Do it!
Worse every year + extra costs every year
What do you like best about the product?
Nothing anymore. It's really just the bare minimum they offer.
What do you dislike about the product?
I'm really fed up with Zendesk not fixing the basic functionalities so many customers keep complaining about for +5years (e.g. CSat landing page, reporting, support center), of them downsizing their customer support more and more, and charging for each new feature extra - or even making old functionalities additional costs (like a CTI integration where they do nothing but provide the API).
What problems is the product solving and how is that benefiting you?
Creating more than I'm solving atm
Recommendations to others considering the product:
Nothing sophisticated. In the beginning you will think "this is great"...then you'll find an issue every week.
Just an average support tickst application.
What do you like best about the product?
I like zendesk’s easy and simple navigation.
What do you dislike about the product?
I dislike that sometimes zendesk can be really slow due to many opened tickets.
What problems is the product solving and how is that benefiting you?
We are solving our customer’s needs.
Recommendations to others considering the product:
It’s a low cost simple customer interaction application.
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.
Great for browser but mobile app needs some work
What do you like best about the product?
The ticketing system is great! We really enjoy auto-ticket generation from emailing a designated address. We are then able to assign the tickets and track progress and communication, allowing for good accountability.
What do you dislike about the product?
The mobile app is lacking some important features that are available in the web platform, most importantly the client notes.
What problems is the product solving and how is that benefiting you?
Allows for tracking jobs and accountability of work
Recommendations to others considering the product:
it is great as long as you don't rely on mobile apps
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