Zendesk Suite
ZendeskExternal reviews
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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
very helpful
What do you like best about the product?
when you get the right person this can be very helpful. I have used this many times when stuck on something
What do you dislike about the product?
some people don't know what to do and how to answer. sometimes not in proper English and spelling errors
What problems is the product solving and how is that benefiting you?
several issues using the computer where I have needed to contact zendest support. overall very helpful
Like better than salesforce!
What do you like best about the product?
Zendesk has a very user friendly platform. There are a lot of different customization options as well making it more desirable than salesforce. The latest ticket features are extremely helpful for our business. Plus they are easy to read and utilize. They have a lot of great apps and they have great team support. The price is also very reasonable for what they offer.
What do you dislike about the product?
Setup was a little on the confusing side. We had a lot of issues upfront although the support we received from customer service was great. They could greatly benefit from added email options and customizations, as well as fixing some "bug" issues as some of the features can be a little glitchy.
What problems is the product solving and how is that benefiting you?
Zendesk has really helped with "cleaning up" a lot of the emails and ticket requests we had piling up in gmail. Gmail was not nearly as organized and does not have the same type of apps and ticket set ups that zendesk does.
Recommendations to others considering the product:
If this is your first time using a service such as this make sure you and staff are fully trained and understand the different ticket types because those can get a little confusing if not. Definitely give it a month or so to get familiar with and get everything set up the way you like.
So far a nice solution
What do you like best about the product?
Simple to use and offers lots of apps to integrate for a smooth workflow.
What do you dislike about the product?
nothing so far but I just started using it.
What problems is the product solving and how is that benefiting you?
handling tickets and getting work done more efficiently. Since Zendesk has lots of apps I can essentially customize the software to fit my needs.
It does the job
What do you like best about the product?
Zen desk chat works great. Connection rarely drops with customers, it allows for quick communication, and it is simple to use.
What do you dislike about the product?
Doesn't allow for multiple chats at once, but it's ok.
What problems is the product solving and how is that benefiting you?
Connectivity problems with customers. Benefits include quicker turn around times for solving their problems.
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