Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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External reviews are not included in the AWS star rating for the product.
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.
One of the best support software
What do you like best about the product?
Easy of Use
Configuration Options
Integration with email for reminders
Configuration Options
Integration with email for reminders
What do you dislike about the product?
Cloud Support
Reporting need to be improved
Reporting need to be improved
What problems is the product solving and how is that benefiting you?
Customer Support
Service impact analysis
Service impact analysis
Pleasant experience
What do you like best about the product?
The modern an quirky design. Priority change and the chat.
What do you dislike about the product?
I am very happy with the product; have not used it intensely but I had a good experience in my shot internship.
What problems is the product solving and how is that benefiting you?
IT
Zendesk Review
What do you like best about the product?
What I really like about Zendesk is that whenever I submit a ticket, I get a really quick response time compared to previous helpdesk programs that I have used before.
What do you dislike about the product?
What I really don't like is how the system has multiple conversation-threads set up. When I am talking to multiple people, if I get transferred I have to explain my issue AGAIN which can get tiring.
What problems is the product solving and how is that benefiting you?
The business problems that I am solving with Zendesk is for me to have proper and quick access to resources and people that can help me with any sort of ticket I might need help with immediately. The benefits that I have realized for Zendesk is that I am able to do my work quickly, even if I run into an issue with anything.
Great way to recconsistent information
What do you like best about the product?
I like that every request is going to be asked the same questions so the information is consistent across all issues.
What do you dislike about the product?
It seems like there aren’t always enough or the correct categories to choose from when submitting requests.
What problems is the product solving and how is that benefiting you?
Internal system concerns, requested customer reports, possible process improvements.
My experience with Zedesk
What do you like best about the product?
Zendesk is easy to set up and configure, to customise and to configure on an ongoing basis as changes are needed. The macros and other functions enable easy and quick replies to customer queries and the tagging system allows for queries to be tagged for reporting metrics.
What do you dislike about the product?
For us we use this as a ticketing system for our customers with problems, if we need to send part or a replacement unit, we totally have to change to our other system and order from there, I wish it would have that capability to have that in there.
What problems is the product solving and how is that benefiting you?
As mentioned in the first paragraph - Once you know how all the feature works together and set your automation and trigger rules, this tool makes my life so much easier.
Recommendations to others considering the product:
I heard that Zendesk is easy to implement. The value of using Zendesk is great.
Click to Chat
What do you like best about the product?
Multitask possible, whisper chat available gives flexibility to co-ordinate and consult with colleagues to provide accurate response/help to customers. Helps to understand and fix the issues quickly.
What do you dislike about the product?
Few major features not available or available with additional cost like Video call, Co-browsing
What problems is the product solving and how is that benefiting you?
Operations and Sales team wanted solution which can cover all medium of interaction and support to customer also can track lead generation and performance of team members.
Benefited with resolution of above issues and got lot of additional features like Analytical reporting, translation, visitor monitoring etc.
Benefited with resolution of above issues and got lot of additional features like Analytical reporting, translation, visitor monitoring etc.
Recommendations to others considering the product:
Analyse upfront on the features you really need. You may have to pay extra for some of the essential feature you really want.
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