Zendesk Suite
ZendeskExternal reviews
6,474 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Easy to Use
What do you like best about the product?
Zendesk is easy to use and provides good e-mail integration to submit tickets.
What do you dislike about the product?
Reporting is not as on par as I would like to see.
What problems is the product solving and how is that benefiting you?
Quick incident response and resolution.
Good experience for customer service
What do you like best about the product?
Good ticketing system, organization, passing of tickets, reminders of late tickets
What do you dislike about the product?
Replying in email, short cuts, could be more user friendly
What problems is the product solving and how is that benefiting you?
customer service requests
organized, efficient, effective customer service
organized, efficient, effective customer service
Recommendations to others considering the product:
Great ticketing system but takes some training to be adept at it. Needs good organization and administrators of the system.
Great way to support
What do you like best about the product?
The fact that this is written in ruby on rails allows it to ingrate well with many programs and be utilized better in our system
What do you dislike about the product?
it can be complex for some users, people definitely cant do this without any experience ever
What problems is the product solving and how is that benefiting you?
We used to use this to manage support tickets for customers and help solve advanced issues for them
Recommendations to others considering the product:
This product is great for managing support tickets and tracking information for your customers
Support desk software
What do you like best about the product?
It keeps track of each users tickets nicely. Easy to find information and it's easy to insert KB articles directly into tickets. Integrates with a lot of other SaaS products almost seemlessly.
What do you dislike about the product?
Stats reporting has odd quirks that don't make logical sense. The support team has difficulty explaining it and workarounds are complex.
What problems is the product solving and how is that benefiting you?
Support request management and some sales tasks. The benefits are a centralized support system that the customer can use to see their past tickets and that we can use to see customer support history.
Straightforward and user intuitive
What do you like best about the product?
The ticket workflows are sensible so it's easy for a new agent to start using the tool. It also integrates with Facebook and Twitter great, which is an easy way to bring social into your customer management system.
What do you dislike about the product?
The tickets statuses are not intuitive (open/pending/solved) and you have to train agents to work with the statuses in the way you need them to. with that in mind, it'd probably be easier if the ticket statuses were customizable: like Awaiting Resolution or Escalated.
What problems is the product solving and how is that benefiting you?
We provide support for multiple companies which we manage all in one instance of Zendesk. The tool is how we provide this service and therefore is extremely valuable in our organization.
Recommendations to others considering the product:
Consider the Zendesk Marketplace to also manage other customer support channels (like Trustpilot or YouTube).
Zendesk - user
What do you like best about the product?
Zendesk was efficient for the customer care role I worked in. It was straight forward and allowed us to categorize which emails were a priority over others.
What do you dislike about the product?
Our Customer Care Team had about 25 people monitoring the desktop emails. We did run into issue with the software not updating properly, so we would end up responding twice to the same email.
What problems is the product solving and how is that benefiting you?
We were a cosmetic company that would solve order issues, including: shipping, lost items, missing items, defective items, etc.
Easy to use Care Product
What do you like best about the product?
The interface is clean and attractive, and I enjoy using the product. It is simple to navigate between tasks within Zendesk.
What do you dislike about the product?
Unfortunately, while the product is visually appealing, vague labels on the interface are difficult to intuitively learn the system.
What problems is the product solving and how is that benefiting you?
We use Zendesk as our care ticketing management system, it helps our company work on tickets across issues to solve issues quickly and holistically.
Help when you need it
What do you like best about the product?
Zendesk is a great platform for providing ongoing support to clients. We use it to communicate with clients who need help with their websites and it's been a great tool.
What do you dislike about the product?
The dashboard is a bit convoluted. I don't always know where to go to find my tickets. I think the difficulty is in the icon-based "navigation" instead of text-based direction.
What problems is the product solving and how is that benefiting you?
We solve ongoing support tickets for our clients using Zendesk Support. They submit a "Help Desk" ticket and our team is able to solve the problem.
Recommendations to others considering the product:
If you're looking for a platform to help out customers and answer their support questions, Zendesk provides a great place to do that. Clients can ask questions, upload documents, set a budget, and provide a score on how helpful your feedback is.
Zendesk Review
What do you like best about the product?
Ability to track all communications regarding a case.
What do you dislike about the product?
Unable to search communication within a case.
What problems is the product solving and how is that benefiting you?
Providing software support to customers.
Used for work — it’s very simple
What do you like best about the product?
Hi — I liked how easy it was to use when I worked my customer service position.
What do you dislike about the product?
Making a ticket was a little bit complicated — it took sometime so learn
What problems is the product solving and how is that benefiting you?
I used it when I worked for a ride sharing company. It served its purpose there
showing 651 - 660