Zendesk Suite
ZendeskExternal reviews
6,497 reviews
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Zendesk Chat is very helpful in reaching people and businesses
What do you like best about the product?
I love the fact that you can interact with customers and businesses who have questions and concerns about anything. The platform is great and if you need help with anything there are plenty of tutorials on every concern you have. It is best to take advantage on a trial basis in order to get a feel for the service instead of jumping in head first.
What do you dislike about the product?
Right now- there is nothing to dislike as we are in a trial basis for our business and we are testing different programs to see which one fits for our service the best.
What problems is the product solving and how is that benefiting you?
The business problems that we are solving with Zendesk Chat is to have more interaction with the customers and businesses out there. The platform provides quick responses to anyone that needs help or have concerns with our services. The benefits are endless at Zendesk and there is little room for you to go wrong- especially when there is tons of tutorials and help on the platform.
Recommendations to others considering the product:
If you want to engage more with your consumers and businesses- Zendesk Chat is most helpful in getting deeper experiences with people out there. The platform is easy going and great to maneuver around and there is plenty of help out there to get you started- even if it is for a trial basis (which we are using at this time).
Pretty good
What do you like best about the product?
Can easily find current and past communication with customers.
What do you dislike about the product?
Customers comment regularly that the review process once our conversation is over causes confusion and is difficult to use. Also, the customer interface is complicated, so replies are easy to miss.
What problems is the product solving and how is that benefiting you?
Communication
Best suited for developers as just an e-mail is needed and L1 team take care of rest
What do you like best about the product?
The best part is that minimal time is spent for logging the issue or enhancements
What do you dislike about the product?
Nothing specific, however I am not sure if it has the option to define the SLA and ticket will be highlighted if the SLA is about to be breached
What problems is the product solving and how is that benefiting you?
Logging issues or enhancements
Zendesk ups and downs
What do you like best about the product?
I like the transparency and the accessibility of reporting.
What do you dislike about the product?
Delayed reporting and manual creations of specific reporting ease. Set up of the system ese.
What problems is the product solving and how is that benefiting you?
Configuring sla times, responding to user inquiries as quickly as possible.
Recommendations to others considering the product:
Give the right people admin access. Other users are very limited.
Intuitive and feature rich.
What do you like best about the product?
Merging related tickets, business rules, supporting markdown, custom views. I also have several macros that populate a standard response automatically. That saves me loads of time.
What do you dislike about the product?
It has an opinionated UI. I wish I could make certain windows larger and minimize others. Specifically, the left view pane cannot be resized or even minimized when viewing a ticket. This is a problem when I zoom in so I can see more clearly. As I zoom in the main ticket view on the right view pane takes up less and less space making it untenable to work on. I wish the UI handled zoom more gracefully.
What problems is the product solving and how is that benefiting you?
Helping business owners and developers integrate Braintree with their products.
Recommendations to others considering the product:
I think it's one of the better ticketing systems out there.
Great for helpdesk ticketing
What do you like best about the product?
LOVED the ease of use for the users (and admin) and the customization. Great solution for a solo admin with a few users up to much larger environments.
It is also ridiculously easy to use mobile which is a HUGE help for desktop support folks not having to run back to their desks after each ticket. Pull out your phone, do your notes and mark completed. Very nice.
As we were using it to also
It is also ridiculously easy to use mobile which is a HUGE help for desktop support folks not having to run back to their desks after each ticket. Pull out your phone, do your notes and mark completed. Very nice.
As we were using it to also
What do you dislike about the product?
Integration with other saas offerings could be easier. Keep in mind you can make it do anything you want with the API but out of the box it takes a little doing.
What problems is the product solving and how is that benefiting you?
tracking issues, accounting for sysadmin and tech time and reporting for clients to show value for dollar spent.
Recommendations to others considering the product:
It is a really good choice for a straight ticketing system. If that is your main goal I cannot suggest it highly enough.
best ticketing tool for authentic results
What do you like best about the product?
well defined priorities ... self service portal.
assigned groups which make it's use simple
assigned groups which make it's use simple
What do you dislike about the product?
a little pricey for small business should have some more economical package
What problems is the product solving and how is that benefiting you?
self service portal .. assigned tickets
Recommendations to others considering the product:
na
A little too clunky for my tastest
What do you like best about the product?
Accept tickets via email, social, chat. Automation, Macros. Real time monitoring and analytics.
What do you dislike about the product?
Integration into Facebook didn’t work so easily for me. Didn’t recognize my FB pages to link to. Also I received 4 different email messages just from typing a single chat message. Pretty annoying, though im sure these email alerts can be dialed down.
What problems is the product solving and how is that benefiting you?
Various IT needs in a campus environment.
Recommendations to others considering the product:
Need to purchase a lot of add-ons to get to the level needed for our needs. May end up becoming quite expensive in the end comparatively.
Helpful tool for tracking support requests
What do you like best about the product?
I like the customization of fields of available for tagging, that it can connect to SalesForce and Jira, and that you can add branding options if you have the same team supporting different products. I also like the different notification rules, and how it recognizes when someone responds to a specific ticket, even if you have closed that ticket already. You can also merge tickets as well and the product maintains that history.
What do you dislike about the product?
The reports don't offer a ton of customization- Also, they do not take into account your business hours so resolution times can be off which can make it difficult if that is one of your key . metrics.
What problems is the product solving and how is that benefiting you?
Giving clients good support to ensure that they have answers to questions, and making sure we know which client they are, what package type they have, and SLA metrics and reminders so we are meeting our end of the contract.
Really good value for what you get.
What do you like best about the product?
I find the interface to be simple and easy to use. Its straight forward and easy to get working quickly. Also it has a load of integrations with different apps.
What do you dislike about the product?
Permissions can only be achieved by purchasing enterprise which is a bit of a pain. For eg you have to buy enterprise to restrict IPs or have auditing, which could be a jump from $20/year to $99/mth which is a bit daft. Security should come free of charge and other non-security features should be part of the different plans.
What problems is the product solving and how is that benefiting you?
It allows customer issues that need to be resolved to be coordinated.
Recommendations to others considering the product:
The email integration and web access make it a very simple to use platform, with a user friendly UI.
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