Zendesk Suite
ZendeskExternal reviews
6,505 reviews
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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.
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.
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