Zendesk Suite
ZendeskExternal reviews
6,476 reviews
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Great product
What do you like best about the product?
It is easy to follow and has the internal "noting' system that multiple employees can be a part of.
What do you dislike about the product?
I wish it had an auto "your request is still being reviewed, please be patient" type message after a certain timeframe you select so customers can be aware.
What problems is the product solving and how is that benefiting you?
Sometimes it is confusing when multiple responses are sent back and forth with multiple people.
Help Desk Support
What do you like best about the product?
It is great at tracking, prioritizing, and solving customer support tickets.
What do you dislike about the product?
Problems are harder to resolve and it is more expensive.
What problems is the product solving and how is that benefiting you?
Solving technological and data implementation problems. We also use it to help customers using our services.
Adequate
What do you like best about the product?
Reliable service. Good integration with rest of the Zendesk platform.
What do you dislike about the product?
Few of the bells and whistles offered by competing products.
What problems is the product solving and how is that benefiting you?
Interacting with website visitors live on our site.
Works great!
What do you like best about the product?
Solid ticket management options, including social media. Support for ITIL and automatic workflows. Good integration options
What do you dislike about the product?
Potentially high price tag. Best features only available at higher pricing tiers. Lacks enterprise features such as change and asset management
What problems is the product solving and how is that benefiting you?
Zendesk Support does a good job as an SMB-oriented helpdesk platform. While its support for ITIL seems to indicate more of an enterprise orientation, its lack of big business features such as change and asset management say otherwise
Recommendations to others considering the product:
NA
Great Help Desk and KnowledgeBase System
What do you like best about the product?
Zendesk is a great product for small, medium and mid-sized companies that are just establishing processes, or are looking to simply the help desk ticketing process. The features I really like about the product are more customer focused than what our organization can do technically. For example, the interface is VERY user friendly, and requires little to no training. Zendesk has a well developed ticketing system that can transform emails based on keywords and tags into tickets, and queue tickets to the appropriate department as well. When a technician is working a ticket, and they feel the steps of resolution warrant a KB article, they can one-click an option to transpose the resolution into a seperate article. The interface is also very intuitive for junior help desk staff.
What do you dislike about the product?
There are a couple things I wish Zendesk would provide. For starters, as small as it may seem, it would be a great help to change the text color, and to add code blocks within the KB articles and tickets. My second complaint is that there is no way to setup a ticket in which an approver can sign off on the form before it becomes approved to enter a queue. Right now, we copy an approver, who has to reply with an acknowledgement and one of our help desk staff will then move the ticket accordingly.
What problems is the product solving and how is that benefiting you?
Ticketing and Knowledge-base support and organization.
Recommendations to others considering the product:
They are probably the best out-of-box solution you can get at this time.
ZenDesk is a good platform for customer support
What do you like best about the product?
integrates well with other packages (like salesforce, APIs, etc)
What do you dislike about the product?
not enough options for sending emails, need bcc
What problems is the product solving and how is that benefiting you?
customer support
Zendesk
What do you like best about the product?
I only used once and I was looking up more info and resources about the products offered and type of suppprt
What do you dislike about the product?
Nothing as I haven't tried to use it again just yet
What problems is the product solving and how is that benefiting you?
Not solving but seeking new ideas
Great Starter Support
What do you like best about the product?
With it being completely cloud based, you don't have any local oversight. No hardware specs or local databases to manage
What do you dislike about the product?
By just using the software, it feels like bloatware. It is not fully customizable, and the available plug-ins are not 'everyday' business applications.
What problems is the product solving and how is that benefiting you?
Using Zendesk for our IT helpdesk support. It allows us to forward all emails from one account to the system to auto-create tickets, as well as our users can submit tickets from our "URI". The tickets are stored and allow for us to look back at users requests over time, as well as build a knowledgebase from previous ticket solutions.
Good option for a small shop
What do you like best about the product?
We used zendesk as a landing page for our whole IT org. Prior to that there was nothing.
What do you dislike about the product?
I found the pricing to be a bit confusing. This was likely because feature sets at other tiers weren't really applicable to our org.
What problems is the product solving and how is that benefiting you?
Time to resolution for internal issues
Powerful, and as robust as you want it to be
What do you like best about the product?
Zendesk allows for a lot of customization and automation, which I love!
What do you dislike about the product?
There's quite a learning curve for new users who haven't used helpdesk software before. Depending on your level of customization, it can be a very steep learning curve, or none at all. And I don't love that ZenDesk doesn't have a developer sandbox unless you're willing to pay extra for an Enterprise account.
What problems is the product solving and how is that benefiting you?
Customer service and Support
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