We use Zendesk as an internal tool, mainly as a help desk. Although we haven't utilized all the features, such as the chatbot, it functions effectively for triaging work within different parts of our organization.
Zendesk Suite
ZendeskExternal reviews
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Zendesk Review
What do you like best about the product?
Easy to use using the chat features and autogenerated features if they send as email.
What do you dislike about the product?
zendesk features not notify if you have ticket in your bucket as a group
What problems is the product solving and how is that benefiting you?
if some one email and dont know how to use zendesk ticketing process its will generate the ticket and we will be notify that we have a ticket.
It's got it all!
What do you like best about the product?
I like that it offers all different kinds of features and apps you can implement into the desk so everything is all in the same place
What do you dislike about the product?
Pricing for additional services and 2 way communication when it comes to SMS/text messaging
What problems is the product solving and how is that benefiting you?
The ability to do live chat with clients
Zendesk Ticketing System is a great tool
What do you like best about the product?
Automation and Macors and Good Analytics
What do you dislike about the product?
Customer support and Training for admins
What problems is the product solving and how is that benefiting you?
The ITSM Process that lacks in the company
Zendesk - CRM review
What do you like best about the product?
Very ease to use with a friendly interface with better integration and easy to do so based on the frequency of using it.
What do you dislike about the product?
Exporting bulk reports have been excluded unlike before
What problems is the product solving and how is that benefiting you?
Integration of creating, updating and solving of tickets in bulk
TeamZendesk
What do you like best about the product?
Zendesk is very easy to use and has many features.
What do you dislike about the product?
There was ntohing to complain about. I've been very content with using this app.
What problems is the product solving and how is that benefiting you?
I can communicate with our tech support if need be with no hassle
Zendesk is the best platform to provide support to our users
What do you like best about the product?
Zendesk is easy to use and intuitive, mostly on chats
What do you dislike about the product?
Fast chat assistance with all users. Easy follow-ups through emails
What problems is the product solving and how is that benefiting you?
Help us to adress all users requests through chat an emails
Ozonatel review
What do you like best about the product?
Its very helpful intergration with ozonetel and zendesk
What do you dislike about the product?
It mimimises our work , effectively, by identifying duplicate tickets
What problems is the product solving and how is that benefiting you?
It consolidates customer interactions from various channels (email, chat, social media) into one platform, making it easier for support teams to manage inquiries.
Helps maintain SLA compliance but report generation is still slightly
What is our primary use case?
How has it helped my organization?
Tracking analytics through Zendesk has given us insight into request complexity and helped maintain SLA compliance. By tracking not just closure but closure against certain KPIs, we've experienced enhanced productivity and accountability.
What is most valuable?
The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes.
What needs improvement?
Report generation is still slightly tricky and not very customizable as per my inquiries. It would be advantageous to have an AI layer that can analyze incoming requests and generate summaries, as well as a knowledge base similar to ServiceNow's.
For how long have I used the solution?
I have been working with Zendesk for more than fifteen years.
What do I think about the scalability of the solution?
Zendesk is easy to customize and integrate into existing workflows, as per my understanding.
What's my experience with pricing, setup cost, and licensing?
I am not currently aware of the exact pricing, but since we are still using Zendesk, it appears to be at a reasonable price point.
Which other solutions did I evaluate?
Zendesk seems to be a more cost-effective product compared to ServiceNow, which offers more features.
What other advice do I have?
I recommend maintaining a manageable price point.
I would rate it a seven out of ten.
Review of a ticket solving and time management tool: Zendesk
What do you like best about the product?
The best part about Forwarder for Zendesk is:
It is easy to allocate work to the employees by making chanels and group and allocating work in them.
The managers can determine the performance of the employees through it's work scheduling feature like when an employee is taking chat he/she has to put the status on chat and like while doing tickets they have set tickets. This makes it easy for them to know the availability of person for chat and email.
Zendesk is used as part of daily work.
It can be easily implemented with other tools.
It is also used for the people who work as a customer support team.
It is easy to allocate work to the employees by making chanels and group and allocating work in them.
The managers can determine the performance of the employees through it's work scheduling feature like when an employee is taking chat he/she has to put the status on chat and like while doing tickets they have set tickets. This makes it easy for them to know the availability of person for chat and email.
Zendesk is used as part of daily work.
It can be easily implemented with other tools.
It is also used for the people who work as a customer support team.
What do you dislike about the product?
As such I don't feel like there is anything that I don't like.
What problems is the product solving and how is that benefiting you?
Earlier I had choose the tickets form the queue and it was difficult to take tickets from such a big queue after the use of this It has been easy for me to pick tickets as there is separate channel for my time so, I don't have to look for the tickets.
Zendesk Review
What do you like best about the product?
It helps answer guest questions and problems all in one place. The ticket system makes it easy to tag guest issues for reporting and it's easy to direct tickets to the management team in the field from the corporate office. Plus, it connects with different communication channels like our webstite, social media channels, and chat so everything is in one place for the most part.
What do you dislike about the product?
It doesn't have a robust reporting option and it doesn't work well with instagram and tiktok private messages. Also, it could have more advanced analytics and insights that'll assist with letting the company know about any guest concerns.
What problems is the product solving and how is that benefiting you?
It assists with reaching out to customers and getting their replies in one system.
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