Zendesk Suite
ZendeskExternal reviews
6,474 reviews
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Very adaptable and intuitive, but not always stable
What do you like best about the product?
It integrates very well with our internal tools and systems. The baked-in automation is a great framework to help with processes and SLA.
What do you dislike about the product?
The mechanism to assign users based upon incoming email domain is not very configurable or intuitive.
What problems is the product solving and how is that benefiting you?
A ticketing system that works well for internal and external users in an effective manner. We've also leveraged it for our customer-facing knowledge base articles.
Recommendations to others considering the product:
Review the integrations and determine if you're willing to build connectors for systems that aren't already baked in.
My Experience with Zendesk
What do you like best about the product?
I have been using Zendesk since April of 2016 and have found it quite helpful. Though it does have some outages (as any software), it is overall a great tool and allows me to effectively manage my workload while also maintaining a sleek look.
What do you dislike about the product?
I dislike how you are unable to move around multiple tabs when working in the software. There is also some small glitches with the search bar where it is unclickable.
What problems is the product solving and how is that benefiting you?
I am able to effectively manage my workload and keep my customers happy. I am also able to sort by the importance of the Customer and their issue.
Recommendations to others considering the product:
Give it a try. The team is super easy to work with and the software really is pretty good overall.
Zendesk is ok, but very basic looking
What do you like best about the product?
I think that Zendesk is easy to use without having to tie in a lot of other software. The interface is a little busy and difficult to navigate but all the tools are available.
What do you dislike about the product?
I wish that the interface was more user friendly and simpler.
What problems is the product solving and how is that benefiting you?
This software is allowing for better communication between the various teams in our organization.
Zendesk in Customer Serivce
What do you like best about the product?
Easy to use and assign tickets to other team members
What do you dislike about the product?
The admin and reports tabs can get confusing
What problems is the product solving and how is that benefiting you?
We are solving customer issues such as returns and warranty claims. Benefits are how organized Zendesk is
Zendesk
What do you like best about the product?
Zendesk is very easy to use and allows us to easily track issues.
What do you dislike about the product?
It tends to crash quite a bit. There are features that don't allow us to be very personable.
What problems is the product solving and how is that benefiting you?
Support issues for our members. We have been able to use the data tracking and issues to make changes on our site.
Zendesk Usability
What do you like best about the product?
Ease of use, scalability (for when customer experience demands grow and shrink, even seasonally)
What do you dislike about the product?
nothing presently, they've always kept up their end. Most complications we'd run into they were able to resolve promptly.
What problems is the product solving and how is that benefiting you?
simplifying the customer experience. A solid benefit was the webinars they offer, which can be helpful.
Recommendations to others considering the product:
Definitely a good solution once it's up and running. Just have to make the jump!
Switched to Desk
What do you like best about the product?
Zendesk had a lot of features allowing you to see your reviews and ratings as well as access an individual agents previous tickets without complications.
What do you dislike about the product?
As with all services there were often issues and resolution was not as quick as we would have liked.
What problems is the product solving and how is that benefiting you?
Zendesk was used to interface with our Customers quickly and efficiently through email.
Recommendations to others considering the product:
As with all support services you have to weigh your options. The company I worked at before also used Zendesk and we were all fans. However for our needs now at my new job it simply doesn't allow the flexibility and reporting options we need.
Simple and easy to use
What do you like best about the product?
Zendesk for the most part is a very easy to use software. The way you can manage the setup, run reports, macros, user friendly and help available as needed.
What do you dislike about the product?
You can't easily import and or export information data and and out of Zendesk with the way everything is already set up.
What problems is the product solving and how is that benefiting you?
Being able to provide feedback and provide documentation as needed. Being able to pull queries.
Good help desk platform, but reporting and bugs could be better.
What do you like best about the product?
I like the dashboard and customization of views. I also like that it's easy to add your own apps that tie into ZenDesk to make support tasks more efficient.
What do you dislike about the product?
It's sometimes hard to get clear data, as that can be a challenge. We use GoodData for our reporting needs, and while it covers most of the bases, advanced metrics are hard to sort out. There are some bugs with agent overlaps (ending up on same ticket when using "play mode" option).
What problems is the product solving and how is that benefiting you?
We're successfully supporting thousands of people per day through ZenDesk, and also creating an internal database that has been very helpful to reference.
Zendesk for ticket management
What do you like best about the product?
Zendesk offers a fairly simple user interface and a lot of features for the small team environment. It is adaptable to the needs of the smaller teams and ban be used in a number of ways.
What do you dislike about the product?
Zendesk tends to be over-simple in many respects and can often be frustrating to configure or customize. While it works well for specific things, getting integration between trouble tickets, release tickets and other dev-ops needs can be difficult.
What problems is the product solving and how is that benefiting you?
We use Zendesk mostly for our trouble ticket system but also for some product deployment activities as well.
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