Zendesk Suite
ZendeskExternal reviews
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Zendesk as a Ticketing System
What do you like best about the product?
Pros:
-Flexibility to set up different queues, which is great in a help desk situation
-Pretty UI
-Well documented documentation available
-Ability to integrate with different programs via APIs
-Retains edits to tickets if the browser window is closed
-Flexibility to set up different queues, which is great in a help desk situation
-Pretty UI
-Well documented documentation available
-Ability to integrate with different programs via APIs
-Retains edits to tickets if the browser window is closed
What do you dislike about the product?
Cons:
-Tend to nickel and dime you for features
-Can be a bit confusing to navigate the UI (although, pretty)
-Tend to nickel and dime you for features
-Can be a bit confusing to navigate the UI (although, pretty)
What problems is the product solving and how is that benefiting you?
We use Zendesk to allow clients to submit tickets, for team members to assign tickets to themselves and to communicate among ourselves and with clients. It is great to have that functionality built into one place that also connects to our enhancement request system, our hour tracking system, etc. via APIs.
Recommendations to others considering the product:
Make sure to take advantage of the API integration!
Zendesk for startups
What do you like best about the product?
Easy to get up and running, attractive price point for a small start-up.
What do you dislike about the product?
Tracking issues at scale (large volume of tickets in various statuses) leaves something to be desired.
What problems is the product solving and how is that benefiting you?
Customer facing support queue.
Great for customer support, reporting needs work
What do you like best about the product?
Zendesk has some great features like spam filtering, and also allows for add-ons via their marketplace to handle things like FAQ creation straight from tickets and OOO management for agents.
What do you dislike about the product?
The reporting is really strong, but the built in functionality doesn't really meet needs--you need to meddle with the GoodData set up fairly extensively.
What problems is the product solving and how is that benefiting you?
Mainly customer support. We've been able to mine our reporting data quite a bit after we got more familiar, and that helps us address trends more quickly and provide a better customer experience.
Gets the job done but can be hard to navigate
What do you like best about the product?
The best part of Zendesk is that it can handle pretty much any number of people being on the same ticket, or just on the system. It also tells you who else is looking at the ticket, which is often very helpful.
What do you dislike about the product?
You can lose tickets almost instantaneously. If you solve a ticket, it can be very hard to find it again, unless you remember very specific keywords (which you can then search for). I've made it a habit of remembering unique words in a ticket so that if I need to find it again, I can.
What problems is the product solving and how is that benefiting you?
Our entire customer service platform relies on Zendesk. It's 100% of how we communicate with our clients.
Easy UX, Customer focused
What do you like best about the product?
Our account manager is accommodating and helpful. Easy to use platform.
What do you dislike about the product?
They use a software called Good data for reporting it has some bugs to it.
What problems is the product solving and how is that benefiting you?
Customer interactions. Benefits are they offer mutable channels for customers to interact with out support team.
Zendesk - Is it really useful?
What do you like best about the product?
I like the fact that tickets are sorted chronologically as they come in, and that they can be assigned to various ticket agents.
What do you dislike about the product?
I don't like what happens when TWO ticketing agents are on the same ticket. It's difficult to discern who has ownership over a ticket at that point.
What problems is the product solving and how is that benefiting you?
Definitely has helped us sort and organize our high volume customer tickets.
Recommendations to others considering the product:
It's a usefool tool, but it's not perfect. However, if you can find a Zendesk whiz, there are lots of hidden benefits to realize.
Zen Desk
What do you like best about the product?
I like being able to track the status of a ticket. Marking as open, new, pending, on hold allows my team to properly track our support tickets.
What do you dislike about the product?
I'm never sure if I've properly assigned a ticket to someone. I don't know how to really see that properly. I'm also not sure if responses go through because of the email integration.
What problems is the product solving and how is that benefiting you?
We use it for our administrative team request service. If something is broken, you need technical help, etc- you can submit a ticket. It's great when people utilize it. I'm still getting used to the system and can find the back end a little confusing.
Great search capabilities
What do you like best about the product?
search capability is very good, i can find all tickets I need with a simple search
What do you dislike about the product?
hard to view dates, logs and other filters
What problems is the product solving and how is that benefiting you?
client's issues
Zendesk is a simple, useful CRM tool
What do you like best about the product?
I like that I can submit tickets with certain statuses such as pending, open, etc. This allows me to keep them in the forefront of my mind. I am also glad for the old mails search function as I've been using it for a few years.
What do you dislike about the product?
I dislike how it pulls in customer tickets from existing threads of forwarded e-mail boxes. This has lead to some embarrassing situations in the past before we realized what was happening.
What problems is the product solving and how is that benefiting you?
I am able to have multiple e-mail intake forms from our site channeled through Zendesk. I find it quick and easy to mark the incoming customer tickets.
Recommendations to others considering the product:
I would recommend that those using Zendesk with multiple e-mail intake forms being channeled through it be aware that there is no warning if those e-mails stop forwarding.
Okay, gets the job done
What do you like best about the product?
I like the way we can organize all emails from customers to one place. Tagging emails is also nice.
What do you dislike about the product?
It doesn't integrate wonderfully with other platforms we use; I also don't like the auto reply templates it sends to the customers.
What problems is the product solving and how is that benefiting you?
Customer emails in one location. It definitely solves that issue.
Recommendations to others considering the product:
Look through sites you like that have great customer support interfaces and see what product they are using.
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