Zendesk Suite
ZendeskExternal reviews
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Great for small and medium sized help desks
What do you like best about the product?
The Zendesk platform is great. It allows voicemail to email, ticketing, and much much more.
What do you dislike about the product?
Not much, so far have not had any issues using this software between two different companies that I've worked for.
What problems is the product solving and how is that benefiting you?
Ticketing/Support system
Recommendations to others considering the product:
Definitely a great place to start at and then work your way up as you need.
Utilitarian and Intuitive
What do you like best about the product?
Zendesk has the ability to manage tickets, send out updates, and connect to Office 365 to keep customers up to date.
What do you dislike about the product?
It lacks the ability to integrate a timesheet.
What problems is the product solving and how is that benefiting you?
We are doing all of our ticket management through Zendesk and benefits us with a resource to track, manage, and update tickets very easily.
Recommendations to others considering the product:
Take your time to decide if this offers every process you need.
Software is cumbersome to the end user
What do you like best about the product?
Being web based for end users makes it easily accessible across multiple devises.
What do you dislike about the product?
The software is limited. the search capability is very weak.
What problems is the product solving and how is that benefiting you?
I use this for help desk entry and updates.
Does what you need, but not always intuitive
What do you like best about the product?
This platform allows me to easily manage communication with clients and sort out tickets between me and my colleagues. I'm able to leave internal notes to ask colleagues for advice before sending the public response, which is very helpful.
What do you dislike about the product?
I hate that I cant create a macro-template from an email. Sometimes after writing an email, I think 'I type this out a lot, I should make it a macro.' but then I have to copy all the text, click around about 6 times, paste, and do a few more clicks in order to actually create the macro. Not very user friendly, especially for a product that I imagine macros are so heavily used on.
What problems is the product solving and how is that benefiting you?
A combination of client success and customer support. I like that I can manage these out of separate buckets and they don't all get mixed together. I can also step in and help my co-workers with their tickets, without have them be private or scrambled in with my own inbox.
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.
Good System
What do you like best about the product?
The system is easy to use and allows for many custom like features.
What do you dislike about the product?
Some features can only be used by admins.
What problems is the product solving and how is that benefiting you?
Ability to share problems and incidents across a large group.
Solid help desk and support system
What do you like best about the product?
Tickets being assigned to SMEs, knowledge base articles
What do you dislike about the product?
Busy UI can be slightly cleaned up, but the overall product is excellent to use
What problems is the product solving and how is that benefiting you?
Help desk automation system
Love it
What do you like best about the product?
Makes noises when we get a new chat, can add names and emails easily from chat window
What do you dislike about the product?
Haven't been using it too long, so haven't found much to complain about
What problems is the product solving and how is that benefiting you?
Easy, effective customer support
Great all around help desk system
What do you like best about the product?
Zen Desk has a very organized dashboard, it allows for seamless communication with our customers and functionality that makes my day that much easier.
What do you dislike about the product?
I do not like when Zendesk goes down. It does not go down frequently but it is very inconvenient when it does.
What problems is the product solving and how is that benefiting you?
Makes it much easier for us to have a functional, organized and automated way to communicate with our customers
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