Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Easy visibility to the business
What do you like best about the product?
Team collaboration, integration with jira and slack. Dashboard and reporting.
What do you dislike about the product?
mobile app could be better, the reports are not easily customizable
What problems is the product solving and how is that benefiting you?
Visibility to customer issues
Zendesk review for g2
What do you like best about the product?
The ability to update the status for users to see and email use for ease - people don’t need to open up a separate website
What do you dislike about the product?
How it reopens if they email “thanks” or reply once it’s already been marked as solved
What problems is the product solving and how is that benefiting you?
Office management and I.T support.
Great interface but very limited
What do you like best about the product?
I love how quick the interface is and how easy it is to see all the comments and updates. Very easy to use too.
What do you dislike about the product?
The reporting too is so limited . If you're just looking to see who's closing tickets thats fine but nothing else can be reported. Trying to export a lost of tickets is tough since tickets are archived.
What problems is the product solving and how is that benefiting you?
Case management
Great ticketing software
What do you like best about the product?
It's easy to keep track of tickets and issues, the user interface is unique but doesn't interfere or confuse
What do you dislike about the product?
Can't always categorize tickets in similar groups. There wasn't a way to group separate tickets for investigative purposes
What problems is the product solving and how is that benefiting you?
Issues and problem tracking
Recommendations to others considering the product:
It's a decent software for smaller companies but if it's within your budget opt for a more robust solution
Zendesk for IT Helpdesk
What do you like best about the product?
The fact that it is cloud based and accessible from most anywhere with access to the internet. There are also apps for iOS and Android devices that makes working help desk tickets and support requests easier from most all mobile devices.
What do you dislike about the product?
It could be more customize-able and it could have better feature to brand it to make it look like like your organizations web site. It is too expensive and you have to pay on a per support user as opposed to just a flat rate. They may have a flat rate that I do not know about. But, if they do have a flat rate then I would be quite certain that it would be well out side of what our budget would allow.
What problems is the product solving and how is that benefiting you?
we started using the product for IT help desk and support services at first. But, we have now added other depts to it such as the printing dept, web services, maintenance requests, and other similar depts.
Recommendations to others considering the product:
Simply give them a call and set up a webinar and let them show you what it does and see if it is a good fit for you. Also, do the same with other help desk software solutions. Compare all of them before you decide which one is right for you.
ZenDesk is flexible and a great way to manage the flow of work
What do you like best about the product?
I really loved the metrics we could get out of the system, and being able to have the client respond in-line with the issue via the automated emails.
What do you dislike about the product?
I have recently changed jobs, and I have gone from ZenDesk to now Jira Service Desk for support tickets. Unfortunately, I'm a bit spoiled and miss ZenDesk.
What problems is the product solving and how is that benefiting you?
For us it was to provide excellent reports that helped the client team tell the story of what was going on with their project or application deployment.
Recommendations to others considering the product:
Get referals and see how they can help you streamline the process
Great for support tickets management
What do you like best about the product?
Zendesk makes it easy to manage the "support" via professional emails. The interface is simple and friendly to use.
What do you dislike about the product?
The different ways to customize and tweak your Zendesk account and dashboard are mostly hidden and hard to find or implement.
What problems is the product solving and how is that benefiting you?
It allows the support team to manage support tickets.
Recommendations to others considering the product:
Make sure you consider other alternatives, especially for small-scale operations
Great service
What do you like best about the product?
Great service, easy to learn and allows faster access to customer inquiries. Anyone who knows how to use it can jump on.
What do you dislike about the product?
Dislike that it isn't customizable with your company logo or color scheme. It feels a little generic.
What problems is the product solving and how is that benefiting you?
The most common thing that we use this for is customers wanting to confirm that their product personalization requests are understood. As a company that offers customization, this is very important
Recommendations to others considering the product:
I absolutely recommend using zendesk, especially the live chat option if you receive a high volume of customer service inquiries. I forget the exact numbers, but my company saved so much money by implementing zendesk. We are no longer spending an entire work day answering a backlog of emails.
Good product
What do you like best about the product?
Ease of use, quick adaptation, straightforward
What do you dislike about the product?
Somewhat convoluted system, it's another thing to check, something else to log into. I have had some problems in the past with tickets being closed prematurely but I usually chalk that up to user error. It isn't a problem with the system, I'm sure.
What problems is the product solving and how is that benefiting you?
I know our web department uses the ticket system to manage requests. They really seem to love it.
Recommendations to others considering the product:
Good product, check it out!
Easy but lacking some fucntionality
What do you like best about the product?
The look and feel of the application is inviting and easy to read/use
What do you dislike about the product?
There are a couple functionality issues, one being not be able to search by date
What problems is the product solving and how is that benefiting you?
I am able to track and manage modifications and troubleshooting items easier and with more organization.
Recommendations to others considering the product:
This help desk product is very user friendly and has a great look and feel to it. There are some functionality issues with it but not enough to not use this product.
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