Zendesk Suite
ZendeskExternal reviews
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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
Zendesk
What do you like best about the product?
As an end user, the program is easy to ise.
What do you dislike about the product?
The app is a bit quirky and difficult to navigate.
What problems is the product solving and how is that benefiting you?
Tickets for it issues. Follow up on problems, issues and comcerns.
Easy to use, somewhat customizable
What do you like best about the product?
This product is very easy to use. Partners can open their own tickets and track progress.
What do you dislike about the product?
Not being able to set reminders, such as, making a call on a ticket at 3pm Friday.
What problems is the product solving and how is that benefiting you?
Trouble tickets
Zendesk review
What do you like best about the product?
The simplicity of the software makes it easy to use. It offers an opportunity to rate the service received .
What do you dislike about the product?
The mundane entries despite my login credentials. The final new window on rating the satisfaction of the jon performed.
What problems is the product solving and how is that benefiting you?
Laptop, desktop and apple product issues.
Easy to use
What do you like best about the product?
I like that you can search for text within the message body.
What do you dislike about the product?
Hard to organize macros in a way that you are able to see all available.
What problems is the product solving and how is that benefiting you?
This platforms allows all team members access to client communication. It makes it easy for one specialist to pick up where the other left off.
Easy to Use - No Training Necessary!
What do you like best about the product?
Simple and straightforward. Most everything is intuitive.
What do you dislike about the product?
Almost too basic. Users with experience in more robust systems may be initially confused by how slim the interface is.
What problems is the product solving and how is that benefiting you?
Customer inquiries via our website form.
Useful for managing support requests, but a little dated in terms of the UI/UX.
What do you like best about the product?
We can track our support requests pretty easily with Zendesk. It is simple to respond to tickets and update customers, and tracking the feedback is valuable to us. Zendesk also makes collaboration on support much easier, and allows you to include private comments as part of the process, thereby providing a seamless support portal to the customer.
What do you dislike about the product?
It feels a little old now - the UI could be better and improved in my opinion, as it feels very early 2000's still. Sometimes it is not obvious if a client has CC'd in additional people, so we often miss that in the tickets - showing this would be useful to us. The reporting is also a little complex - and does not seem to offer what you would expect - i.e. the ability to track stats on individual users easily. It seems that the reporting limit is 90 days, which is not very helpful if you need to provide more than 3 months worth of information.
What problems is the product solving and how is that benefiting you?
We have customers using various products and need support when things don't go to plan. Zendesk allows our customers to contact us so that our support team can manage their requests and resolve accordingly. Having Zendesk also allows us to collaborate with colleagues on support issues, and is a great way of providing trackable information on the level of support we provide.
Recommendations to others considering the product:
You will need to invest some time and effort setting up your Zendesk solution before rolling it out - the UI/UX is a little dated now and it is not that easy to navigate at times, but it does provide a lot of functionality.
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