Zendesk Suite
ZendeskExternal reviews
6,474 reviews
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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.
Zendesk for a start up
What do you like best about the product?
We used to only have email available to track tickets- we switch over to zendesk a year ago and have finally got the hang of it.
What do you dislike about the product?
You can't set macros when answering a ticket if the field is custom.
What problems is the product solving and how is that benefiting you?
Tracking tickets and understanding out clientele more.
Zendesk is okay
What do you like best about the product?
It is easy to pass tickets throughout our organization depending on the issue and maintain integrity of issues. We previously had to pass issues from Freshdesk to JIRA and that caused issues with "Telephone" between Support/Implementation/Product.
What do you dislike about the product?
It is difficult to search tickets and since my role requires me to track trends among bugs and customer issues in a complex product, this is frustrating. ZD is also not intuitive to me to use, and I frequently use a lot of apps/integrations/websites. For example, I would love for the ability to set my own filters or dashboards or have an easy way of organizing my tickets that is not visible to the rest of my company - I'm sure there is a way to do this, but I can't easily figure out how to do it without contacting my ZD administrator at my company.
What problems is the product solving and how is that benefiting you?
Connecting our teams, better/faster/more reliable customer service for our clients, improved metric tracking. I especially like the knowledge base and I think it looks really clean and professional.
Recommendations to others considering the product:
Zendesk is not intuitive to the average user and may require extensive training before the team is ready to transition or begin answering tickets.
Works for when I need it
What do you like best about the product?
It works pretty well for my daily work business. I like the preview feature before you send tickets and that you can cross link reports.
What do you dislike about the product?
I wish that it could alert you if a customer has multiple open tickets regarding the same issue. It gets frustrating to always have to unaccustomed history.
What problems is the product solving and how is that benefiting you?
I am solving safety issues related to my.job. we create reports and follow up emails to customers
Zen Desk user help desk
What do you like best about the product?
I love how i can respond to customers quickly with pact statements while chatting, it is great to have this feature because my responses are commonly used with each call.
What do you dislike about the product?
There isnt many option for duplication tickets or an option to add this feature.
What problems is the product solving and how is that benefiting you?
Technical support, registering warranties, general FAQs
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