Zendesk Suite
ZendeskExternal reviews
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ZenDesk...Zen for most
What do you like best about the product?
I like the ease of use and the ability to answer tickets from your work device with ease.
What do you dislike about the product?
Sometimes the interface was glitchy, depending on your browser.
What problems is the product solving and how is that benefiting you?
IT trouble ticket creation and resolution.
The benifits are time saving, ability to respond to tickets faster and give updates sooner.
The benifits are time saving, ability to respond to tickets faster and give updates sooner.
Recommendations to others considering the product:
Trial it, you’ll either enjoy it or know more of what your looking for.
Thorough, but Not User Friendly
What do you like best about the product?
ZD is able to hold and process a huge number of data points on every client ticket.
What do you dislike about the product?
The user interface is not greatly intuitive. My tickets are hard to find and track.
What problems is the product solving and how is that benefiting you?
Client and third party user support issues.
Recommendations to others considering the product:
Make sure you spend some time on setting up the reports and user dashboards accurately.
Easy ticketing experience
What do you like best about the product?
Easily customizable and handling of tickets. End users are easily able to login and submit/update tickets.
What do you dislike about the product?
A little pain in the rear when it comes to ticket flow. Could use a little more intuitiveness.
What problems is the product solving and how is that benefiting you?
Havent used thier support.
Easy system for help desk tickets
What do you like best about the product?
Tracking of tickets and time tracking capabilities as well organization and classification of tickets.
What do you dislike about the product?
Configuration and set up of system and accessibility of different functionality.
What problems is the product solving and how is that benefiting you?
Organizing and prioritizing help desk tickets.
Simple and efficient
What do you like best about the product?
We get tickets to complete and mark them done. Simple system.
What do you dislike about the product?
Nothing is really wrong. We just get back logged
What problems is the product solving and how is that benefiting you?
Customers contacting after hours.
Customizable and Simple to use
What do you like best about the product?
I really like the software as it is easily customizable and intuitive to use
What do you dislike about the product?
Nothing to be honest. Its a great product
What problems is the product solving and how is that benefiting you?
Customer success team
Zendesk
What do you like best about the product?
The software is very easy to pick up and it doesnt take long to get new iserd up to speed.
What do you dislike about the product?
Not very powerful or feature rich. I wish it would play nice with other software we use.
What problems is the product solving and how is that benefiting you?
We ise it for our ticketing system.
App is biggest problem
What do you like best about the product?
Web version is great- I like seeing where customers have been on the site and how often they are online
What do you dislike about the product?
App- I want chat history to populate on app, so i can see location from mobile (can influence my answer to offline messages) I'd also like the page the customer was visiting to populate in offline messages- if the last thing they did was click the chat screen it's not helpful in the email, and I can't look it up from the mobile app. Most of my problems are with mobile. I work for a smaller company, and am really the only user so the mobile function is very important to us.
What problems is the product solving and how is that benefiting you?
Increases contact with customers, has helped customers chat about specific products- our website can be confusing so it has ultimately helped us reach customers
Recommendations to others considering the product:
I dont think you can rely on it for mobile use, which could be important for a small company
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
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.
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