Zendesk Suite
ZendeskExternal reviews
6,497 reviews
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Great for tickets
What do you like best about the product?
Easy for resolving tickets from clients
What do you dislike about the product?
Reporting could be a little more user friendly
What problems is the product solving and how is that benefiting you?
Easy to communicate with clients in a timely manner
Amazing Way Chat With Support Team
What do you like best about the product?
I like that you can add attachments from the chat window right away so the support agent is able to have photo/documents to help resolve your problem. I also like the entire chat can be emailed to you at the end of the session. You can also open the ticket from the email you receive to add more information to the claim.
What do you dislike about the product?
I sometimes have problems getting the chat window to load. Although it seldom happens, it has happened at crucial moments where I needed to contact support right away. I checked the internet connection and it was fine. I just couldn't connect to Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk makes it easy to get support, even though my support team is in the Philippines and I'm in the US. They are able to offer me support, no matter what. It has made managing tickets so much easier. I love it.
Recommendations to others considering the product:
Make sure users know how to log in to view/manage their tickets. It's extremely helpful if they log in to add info instead of contacting support again and opening a new ticket.
User friendly helpdesk
What do you like best about the product?
The interface and integrations are great we use the slack channel integration to see when tickets come through when we are helping users
What do you dislike about the product?
The different price tiers. It seemsike the product is split up to much and can make your feature set a bit confusing
What problems is the product solving and how is that benefiting you?
Issue tracking
Holistic
What do you like best about the product?
I love the intuitive UI and the overall user experience. Also, the product is robust so we don't have a lot of downtime.
What do you dislike about the product?
I think Zendesk could be more customizable, especially for our CSM team who also use it.
What problems is the product solving and how is that benefiting you?
Customer engagement and issues. Mostly tickets for IT issues but also for account management functions.
Excellent product for multiple offices
What do you like best about the product?
Ability to share emails across offices/personnel
What do you dislike about the product?
Emails are forced into software and will lose some formatting
What problems is the product solving and how is that benefiting you?
Ability to share emails across multiple users across multiple cities
Never forget to answer a ticket with Zendesk
What do you like best about the product?
I like that you can customize pretty much everything so it will meet your needs. Automations, triggers, groups, brands, etc.
What do you dislike about the product?
The search engine would need a little more love. Difficult sometimes to find a specific ticket without its #
What problems is the product solving and how is that benefiting you?
We use it for all outbound communication at work with customers.
Excellent tool for managing client requests
What do you like best about the product?
Ease of use for replying to clients in a timely manner
What do you dislike about the product?
I often have trouble filtering the views and keeping track of what is the most recent entries
What problems is the product solving and how is that benefiting you?
Collaborating on tickets is so easy, you can even see when there is a coworker on the same ticket as you to avoid replying to the same client twice. You can even leave internal notes for coworkers
Recommendations to others considering the product:
Great tool for collaborating on client tickets to give them quick support
Great tracking task tool
What do you like best about the product?
Adds accountability as well as organization
What do you dislike about the product?
Nothing to dislike about it it works well for our organization
What problems is the product solving and how is that benefiting you?
It help desk and it department
Easy to use
What do you like best about the product?
Easy to use the software as end user. Interface and response time good.
What do you dislike about the product?
None as much as I know. All looks good.
What problems is the product solving and how is that benefiting you?
General support
I like the Zendesk system
What do you like best about the product?
I like how this ticketing system allows us to track and provide faster feedback.
What do you dislike about the product?
Navigating using search sometimes can be difficult. Results won’t come up unless you are really specific.
What problems is the product solving and how is that benefiting you?
Having a tracking system that our clients can use and reach out for support. Tracking of all support inquiries in same place.
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