Zendesk Suite
ZendeskExternal reviews
6,474 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Supporting satisfactions
What do you like best about the product?
easy categories when sending support tickets to end users
What do you dislike about the product?
selecting whether the item has been solved or pending
What problems is the product solving and how is that benefiting you?
centralized reporting for end users to get questions answered
Zendesk Ticketing
What do you like best about the product?
Easy to use and integrate with the platforms we use.
What do you dislike about the product?
Customized ticket queues are not easy to create.
What problems is the product solving and how is that benefiting you?
Customer support communication. We realize that our customers prefer emailing support challenges over talking on the phone.
Zendesk Chat Review
What do you like best about the product?
The interface is pretty intuitive and the analytics are easy to understand.
What do you dislike about the product?
Setting rules can be a bit complicated in terms of who can view tickets by departments.
What problems is the product solving and how is that benefiting you?
Providing online chat support as a supplement to phone support. The benefit is I can walk them through the onboarding process directly on the website.
got the job done for most cases.
What do you like best about the product?
Simplicity and easy integration with slack to get notification of new issue or update. Also, Zendesk offers the client to submit the tickets via email.
What do you dislike about the product?
It seems like some of the analytics were incorrect and when we tried to question, we didn't get the answers. For example, the time to resolve metrics seemed to be very high and it didn't reflect our SLA that we had with the customers. But when we wanted to dig into the problem, I couldn't pinpoint the real cause to improve this.
What problems is the product solving and how is that benefiting you?
Communicate with customer reliably via email
Recommendations to others considering the product:
For a start-up or a small company, Zendesk provides a simple, cost-effective for customer support solution. With a few simple clicks, you can get the system up and run. It has simple interfaces and a few integrations such as Slack so I can get a notification right the way. Zendesk also has an app so I was able to perform simple tasks using my phone without log in using the computer.
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.
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.
Has a lot to offer, not very visually appealing and their own support team stinks
What do you like best about the product?
Offers a lot when it comes to auto filling in text, reports, adding your own customized triggers
What do you dislike about the product?
So much irony of a customer service software having bad customer service themselves. When I first signed up, I was so frustrated I asked them to contact me, they took days to respond and then 3 weeks later after that. Not kidding. Also is not user friendly with flow of incoming mail
What problems is the product solving and how is that benefiting you?
Customer service is tracked better.
Useful
What do you like best about the product?
It is a useful tool as a ticket system to support customers, mainly at a technical level where order and prioritization are extremely necessary
What do you dislike about the product?
sometimes it is messy, it has many views but it is not clear how the tickets are ordered and / or the information for the appropriate configuration of the required view is not very clear
What problems is the product solving and how is that benefiting you?
create support ticket to meet the technical requirements of customers
Zendesk - easy, concise, quick way to get back to your customers
What do you like best about the product?
Zendesk is really easy to use and set up. I would encourage this for any relatively new business owner to get back to their customers. Things won't fall through the cracks if you set it up correctly
What do you dislike about the product?
It's not very complex. While this is one of the reasons it's great, if you need detailed analytics and tracking, Zendesk might not be the answer for you
What problems is the product solving and how is that benefiting you?
We're able to get back to our customers, and provide them quality customer service without missing an email
Clean, intuitive, and simple.
What do you like best about the product?
I love the sense of ease I get when navigating menus, macros, and completing tickets. It feels responsive and streamlined.
What do you dislike about the product?
It often seems like Zendesk is fragile, requiring plugins to be disabled or cache to be cleared to present information correctly or save ticket status accurately.
What problems is the product solving and how is that benefiting you?
We have simplified our support process tremendously with this platform. We’ve created macros to use in specific scenarios, and speed up our workflow with play mode.
showing 641 - 650