Zendesk Suite
ZendeskExternal reviews
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Very good for support
What do you like best about the product?
Software is very good and support team is always helpful
What do you dislike about the product?
I don’t have anything...may be the price?
What problems is the product solving and how is that benefiting you?
Using for customer care support
Zendesk makes tracking tickets a breeze
What do you like best about the product?
Zendesk keeps all incoming emails organized nicely and allows each user to easily track their tickets.
What do you dislike about the product?
It could be easier to navigate between other users tickets in order to follow up on issues.
What problems is the product solving and how is that benefiting you?
This helps manage our customer support emails.
Zendesk is a great tool!
What do you like best about the product?
I like that you can set up rules and automation that makes sense for your business.
What do you dislike about the product?
I don't like that its hard to know when you have added or removed people from the thread and know what they can or can not see.
What problems is the product solving and how is that benefiting you?
Better measurements of SLAs and improved customer satisfaction. Easy way for customers to review their experience through support. It allows us to reach out proactively to unhappy customers.
Lots of bells & whistles
What do you like best about the product?
Zendesk offers a lot of features, it's nice to be able to pick and choose aspects of the platform to use!
What do you dislike about the product?
Not as user friendly/intuitive as some other platforms.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support to host our help desk. Its help desk feature is much easier to use and more robust than others.
Zendesk is helpful but a little clunky
What do you like best about the product?
Overall, I like that Zendesk has lots of options for integrations and various features.
What do you dislike about the product?
The lack of options for handling duplicate or related tickets. It’s very manual to link them all together in order to keep similar cases all together.
What problems is the product solving and how is that benefiting you?
We solve general customer support questions across various departments.
Zendesk is a wonderful way for teams to communicate
What do you like best about the product?
I really enjoy the ability to leave notes on a thread. Seeing a thread where a couple others have also helped a customer is especially cool.
What do you dislike about the product?
There's nothing really to dislike about Zendesk. The only thing I have a problem with, there's hardly a solution. It's difficult to connect customers that are writing in from a different email than previously. That's a human problem, though.
What problems is the product solving and how is that benefiting you?
Everyone on the team can be available to respond to customers or pick up where someone else might have left off. Nothing ever has to be owned by anyone. We're able to set strict SLAs so our customers are being helped in a hurry. Using macros makes some ticket touches last a matter of seconds while still solving a problem for the customer.
Recommendations to others considering the product:
Just dig in and start grabbing tickets. It just takes time to get comfortable. Be sure to use macros and save yourself some time.
Easy to learn and usedul
What do you like best about the product?
It is intelligently organized and easy to learn
What do you dislike about the product?
The limited users you’re allowed is frustrating
What problems is the product solving and how is that benefiting you?
Easy way to connect with clients and solve their problems
Great system for handling Support ticket
What do you like best about the product?
I like that I am able to be notified when there have been updates to the ticket, and being able to write internal notes vs. public notes.
What do you dislike about the product?
We've been having a few problems lately with getting notified internally when a Support ticket is submitted. But this has been minor. Overall, the platform works very well for us.
What problems is the product solving and how is that benefiting you?
My coworkers and I are able to communicate internally and externally very quickly in order to resolve our clients' issues. Being able to track the tickets internally across the organization, to see instant confirmation the ticket has been received and to sync it with Salesforce in order to tier out clients has been amazing.
Very easy and helps a lot
What do you like best about the product?
It has Admin Ease of use which is great, agent ease of use, end user experience is awsome.
The knowledge pool is great
The huge amount of granularity makes it a great too
The knowledge pool is great
The huge amount of granularity makes it a great too
What do you dislike about the product?
Do not have the best flow
The cost is too much for most organizations to absorb for the functions available. Some functions should be included in the base product but aren't.
The cost is too much for most organizations to absorb for the functions available. Some functions should be included in the base product but aren't.
What problems is the product solving and how is that benefiting you?
I work with my team to keep track of IT / tech questions.
It keeps everything in one place, clear labeling of tasks.
It keeps everything in one place, clear labeling of tasks.
Zendesk Review
What do you like best about the product?
I inherited a Zen support desk when I moved position in the company, and I have to admit, I have been looking around to try and mov form it, but only so I can create a sort of stamp in the role. Currently I haven't found any contender for simplicity for the agents and customers, and that has to be a good thing for Zendesk.
I also found their support is top notch - as I mentioned, I inherited this system from the previous head of Support and so I had to learn all the basics, I've logged my fair share of tickets to the zen support people and they always get back to me very promptly - I would say 90% of my queries are answered in roughly two or three exchanges. It seems very personal and thats something that counts when you have to edit and manipulate reports for managers to look over.
I also found their support is top notch - as I mentioned, I inherited this system from the previous head of Support and so I had to learn all the basics, I've logged my fair share of tickets to the zen support people and they always get back to me very promptly - I would say 90% of my queries are answered in roughly two or three exchanges. It seems very personal and thats something that counts when you have to edit and manipulate reports for managers to look over.
What do you dislike about the product?
The Customer portal seems to look quite old fashioned, I would really like for them to be able to see the ticketing system as I do, maybe give them light agent style view?
What problems is the product solving and how is that benefiting you?
Customer ticketing is good, and so is the ability to create your own reports
Recommendations to others considering the product:
I've looked through quite a few different tools, so far Zen is the best in terms of support and reporting.
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