Zendesk Suite
ZendeskExternal reviews
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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
Zendesk Review
What do you like best about the product?
Easy to use, nice email messaging system for status updates
What do you dislike about the product?
I do not dislike anything about it, it was just annoying to have to switch over from our previous system.
What problems is the product solving and how is that benefiting you?
All zendesk requests I have made are business related. Usually a request for something or if I need IT help.
Zendesk is pretty pretty good
What do you like best about the product?
I liked that I could validate users individually and show them specific Knowledgebases based on their level of authentication. This is helpful for a free user vs premium user. Different help articles appear for different types of users.
What do you dislike about the product?
I am not sure how I felt about the ticketing system (overall) vs the open query system (Intercom). It felt a bit antiquated to me, but I found that as we used Intercom more, it seemed to make sense to have a ticket system to close issues.
What problems is the product solving and how is that benefiting you?
A help center for clients, a way to respond to their queries via email and close tickets. Zendesk was helpful for customer support.
Recommendations to others considering the product:
Do you homework, but I did my homework and after like 7 months of deliberations decided to use Zendesk (from Intercom and Freshdesk).
Quick and easy
What do you like best about the product?
I like that this software is always available, and it does not break down often.
What do you dislike about the product?
Not exactly sure how to use or manage it. I've used it very little
What problems is the product solving and how is that benefiting you?
I personally have not solved any, but I am sure my agency has.
Zendesk is used every day to support customers
What do you like best about the product?
I really enjoy the layout of Zendesk. For the most part it is easily comprehended
What do you dislike about the product?
Currently some of the Zendesk reporting is down which prohibits us from clearly seeing the number of tickets we solve a week
What problems is the product solving and how is that benefiting you?
We do all of our email and SMS customer support through zendesk
Recommendations to others considering the product:
It definitely helps to bring all emails into one place. Notifications are easily there and reporting for individuals and teams are all in one place
The ease of Zendesk
What do you like best about the product?
Multitasking, Zendesk makes it super easy to be working on multiple tickets at one time. Everything stays organized and is constantly updating so no information is missed. Also there seems to be more functions I find every time I log in.
What do you dislike about the product?
Since it is good at multitasking, the speed off the program can be altered as well. Keeping it running smoothly requires having maybe two other tabs open. Any more can start slowing it down.
What problems is the product solving and how is that benefiting you?
Zendesk keeps us in constant contact with the most valuable part of our company, our customers. Being able to search through the entire program with key terms can help us see how big of an issue is, and then of course mass reply to save time. Efficient!
Recommendations to others considering the product:
I would recommend doing the trial to a full length. Zendesk is perfect if it is utilized in the correct ways, it may be good for one company but for another. Be sure to go over all functions so you can use it properly when you launch it. Programs like Zendesk are better when you can fully understand it.
Zendesk is great for tracking customer service, but the mobile app could use work!
What do you like best about the product?
- Syncs with Shopify orders can view order history when I am responding to issues
- Can save responses easily to use on order issues
- Ability to add documents for customers to find instructions
- Can save responses easily to use on order issues
- Ability to add documents for customers to find instructions
What do you dislike about the product?
- Mobile website updates frequently and instead of in the same app they make a new app
- Notifications are difficult to manage. Should be simpler to turn on/off what sorts of notifications you would like to receive
- Notifications are difficult to manage. Should be simpler to turn on/off what sorts of notifications you would like to receive
What problems is the product solving and how is that benefiting you?
Customer service. The benefits are everything in one place, and we can view what our employees are saying. We can also very easily save our responses to new issues and use them in the future, saving time on customer service
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