Zendesk Suite
ZendeskExternal reviews
6,661 reviews
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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
Easy to Setup
What do you like best about the product?
Zendesk chat is easy to setup and integrates itself perfectly if you're using Zendesk Support.
What do you dislike about the product?
Zendesk Chat can start up conversations without a human but does not have any bot like features past that. I wish it could pull answers from a FAQ page to help customers with basic questions.
What problems is the product solving and how is that benefiting you?
Zendesk Chat has allowed us to answer small simple questions from customers without having them bog down our phone lines.
Really Good, Support Tool, A must have!
What do you like best about the product?
It is simple and easy to use for email tickets and chat also extremely robust. This is truly a MUST have tool.
What do you dislike about the product?
Nothing, It is that good. It catches spam without me even having to lift a finger.
What problems is the product solving and how is that benefiting you?
Customer Support
Recommendations to others considering the product:
It is a core Software! A MUST have.
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.
Modern way to communicate inside/outside of the organization.
What do you like best about the product?
What I like about ZenDesk is that it has many tools and options. I like the fact that you can connect with other people, internally and externally. As well, I like that I can customize my notifications. It integrates with much other collaboration and the office tools I use. It is amazing the ability to communicate via text easily and the chat transcripts are immediately sent to our email.
What do you dislike about the product?
What I dislike about ZenDesk is that it is quite expensive. For a new user, I can tell that it has too many features that may cause to be confusing or that it might feel overwhelmed. It would be negative (money-wise) if you use this for a couple of groups, but if this is for an organization, it is really worth it. Another thing I dislike it that at the beginning, ZenDesk only provides 3 accounts. If you want more, you would have to buy them.
What problems is the product solving and how is that benefiting you?
ZenDesk provides the ability to communicate fast. It is a great team messaging application with several settings you can customize and different options. Our level of communication has increased thanks to Slack. I communicate not only with my team but with other teams within the company.
Recommendations to others considering the product:
I really recommend ZenDesk App for organizations that communicate a lot and have LiveChat customer service. There are many other tools that might do the same job as ZenDesk, but they might not offer you the feature ZenDesk does. I have used ZenDesk for quite a time, and even when there is an outage, we get notified and they try to fix the issue as soon as they can. I think ZenDesk is doing amazing.
This is definitely leagues beyond any other help desk software I've experienced in the past.
What do you like best about the product?
My favorite part about zendesk is it's ability to utilize multiple social media platforms to connect and communicate with the end user.
What do you dislike about the product?
The network seems to be a bit slow at times.
What problems is the product solving and how is that benefiting you?
Instead of using different strategies and multiple platforms to be at the best convenience to the end user, zendesk combines all points of contact into one solution, essentially being a "one-stop shop" for support needs.
Excellent Service 10/10
What do you like best about the product?
I like how easy the interface is and the customizable filters. The app is also sweet as it allows mobile tracking of tickets and notifications if you are brave enough to turn it on!
What do you dislike about the product?
I will say I have not experienced this issue but some of my colleagues have had issues with slowness and locking that Zendesk support has related to a known issue involving memory leaks. Their support and team are super responsive so tough to knock them for it.
What problems is the product solving and how is that benefiting you?
Ticket management for our help desk. Easy communication
Recommendations to others considering the product:
Go for it
Didn't meet our need
What do you like best about the product?
Zendesk is pretty simple to use, and is a good solution if you aren't looking to offer rapid chat support.
What do you dislike about the product?
We ended up going with another product because Zendesk did not allow for us to quickly interact with our customers in-product.
What problems is the product solving and how is that benefiting you?
The initial reason we chose Zendesk was to offer support to our customers. However the ticketing system did not allow us to support customers quickly and in-product.
Recommendations to others considering the product:
Consider Zendesk for non urgent requests-- it's not great for in-product support.
Zendesk is easy to use!
What do you like best about the product?
I like that you can see who a visitor is and their issue before accepting a chat. This works well for a department who has several reps assigned to different regions. We can choose to accept a chat from our own book of business and not others'.
What do you dislike about the product?
There is nothing I discovered that I didn't like.
What problems is the product solving and how is that benefiting you?
Being able to give members another outlet to reach assistance from the company. It allows a quick way to give members a link to a webinar in progress or other resources, rather than sending an email.
Zendesk is awesome!
What do you like best about the product?
Ease of use, customization and initial setup were great! I wanted a platform which was lightweight and easy to use, and Zendesk delivered!
What do you dislike about the product?
Very intuitive, works great out-of-the-box, but i would like to see more training options for end-users, and advice about best-practices for administrators and supervisors.
What problems is the product solving and how is that benefiting you?
Our agents are highly mobile, moving between customer sites, the office, and home. Zendesk ensures we never miss a request, and gives us an easy to use / always available platform to track tickets, reply, and provide self-service. Reporting gives us metrics showing our productivity, and allows us to trend ticket load to ensure we always have available agents.
Recommendations to others considering the product:
Take advantage of the trial to see the ease of deployment and use.
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