Zendesk Suite
ZendeskExternal reviews
6,505 reviews
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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
Helpful with Beginner Support Teams
What do you like best about the product?
A great tool for small support teams. Easy to use and a great to organize support tickets
What do you dislike about the product?
A little challenging to start. Takes time to create custom fields. The Reporting function isn't useful because we rely on our Tech Team to create integrations, etc. It doesn't accurately reflect the time it takes for Support to solve tickets.
What problems is the product solving and how is that benefiting you?
A great space to easily communicate between customers and support.
Recommendations to others considering the product:
It takes a couple of weeks to onboard and to be completely comfortable with the platform. It has its limitations (some of its integrations are iffy) but overall it is a great tool to use when you are first setting up your Support team.
Good tool, Some bugs
What do you like best about the product?
I like the ease of use and how it is effective for cross functional use
What do you dislike about the product?
Sometimes when you add in two zendesk connected aliases, it will only send to one because it doesn't have the ability of reading that there were two tickets that needed to be created
What problems is the product solving and how is that benefiting you?
Facilities and IT ticketing systems, tracking queries and completion
Recommendations to others considering the product:
If you like advertising your brand while working through email as a ticketing system, this is the program for you.
Zendesk for email and social media ticket management
What do you like best about the product?
Flexible ticket management, customizable field entries for agents, custom analytics dashboards to look into those custom field entries is great, SEO works well and our support articles are easily discovered on Google.
What do you dislike about the product?
Knowledge base is limiting, customer ratings for articles requires being logged in to Zendesk, which is a big ask for casual users. Articles are confined to a hard categorical organizational structure, tags are only for search and often not relevant search results compared to Google.
What problems is the product solving and how is that benefiting you?
Billing and account email support, responding to users in social media.
Good multichannel support
What do you like best about the product?
- You can manage "macros" that will help you to save time.
- You can integrate Zendesk with Zapier, Salesforce, Salesmachine, etc.
- You can follow the statistics of your tickets by team members.
- You can integrate Zendesk with Zapier, Salesforce, Salesmachine, etc.
- You can follow the statistics of your tickets by team members.
What do you dislike about the product?
- The interface is a bit old, not always user friendly.
What problems is the product solving and how is that benefiting you?
Zendesk help me to gather all the support demands in one place (Phone, chat, mail, in-app questions).
We can improve our efficency by following the statistics of our support team.
We can improve our efficency by following the statistics of our support team.
Recommendations to others considering the product:
A good support tool.
Software is ok. Tech support needs improvement.
What do you like best about the product?
The software is easy to use. Flow of the ticketing is pretty logical and makes sense. Training new employees has been much easier then before.
What do you dislike about the product?
Speed of the movements between screens could be more fluid or they could be all in one screen wilt just more scrolling. It is manageable but would make for a smoother experience especially if you have to jump between screens already just to get the information for the ticket.
What problems is the product solving and how is that benefiting you?
We were able to automate the outages and updates instead of just having to find the emails.
Recommendations to others considering the product:
Speak with other that are using he software already. I was able to see setups and hear first had from others in my industry who were already using the software.
Usage of Zendesk in a Virtual Customer Support Environment
What do you like best about the product?
I like it's functionality, the fields are clear and concise.
What do you dislike about the product?
I strongly dislike that I cannot download an excel spreadsheet of tickets to search for something. It is extremely hard and inefficient to look through tickets individually if you need to go back and grab something.
What problems is the product solving and how is that benefiting you?
It is used as our customer service ticketing system. The benefit is accurate documentation of all customer contacts.
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