Zendesk Suite
ZendeskExternal reviews
6,505 reviews
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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.
Zendesk is great for Support with our team members!
What do you like best about the product?
I loved the fact that when problems or support issues arose I was able to use the zendesk tools to help accomplish the needed goal.
What do you dislike about the product?
I didn't like the interface at the time but it eventually grew on me.
What problems is the product solving and how is that benefiting you?
I used it to solve the business problem of support and help desk
Gets the job done
What do you like best about the product?
Easily searchable, which is a huge benefit over employees using their own individual inboxes for client communication. Customizable to a point. The macros (templates) are very easy to add and edit.
What do you dislike about the product?
Very basic functionality. The reporting is mediocre.
What problems is the product solving and how is that benefiting you?
Tracking response and resolution time is important for a customer success role, which Zendesk can easily provide.
Zendesk is somewhat Zenful
What do you like best about the product?
I like the ability for app integration and the help center that you can create for your end-users.
What do you dislike about the product?
There are a few things about Zendesk that I would like to see improve:
1) the functions for Zendesk are limited. For instance, when you create new categories or sub-categories you are not able to move the items and place them to your own sort. The ability to sort is there, but if I have a list of Customers and I wanted All Company to be at the top of the list but I can't because I have another Company named ABC Company which will show before All Company when you sort it.
2) Help Center does need better capabilities that are more user friendly, as it is pretty much like a wiki or a webpage so if we can edit the page like you could if you were creating a website that would be awesome. Ability to add a side menu for external links or something would be helpful so you can use Help Center for everything. Instead limiting it to those that know how to code.
1) the functions for Zendesk are limited. For instance, when you create new categories or sub-categories you are not able to move the items and place them to your own sort. The ability to sort is there, but if I have a list of Customers and I wanted All Company to be at the top of the list but I can't because I have another Company named ABC Company which will show before All Company when you sort it.
2) Help Center does need better capabilities that are more user friendly, as it is pretty much like a wiki or a webpage so if we can edit the page like you could if you were creating a website that would be awesome. Ability to add a side menu for external links or something would be helpful so you can use Help Center for everything. Instead limiting it to those that know how to code.
What problems is the product solving and how is that benefiting you?
We use Zendesk for Help Desk and Application Support so it is a good tool to track tickets for issues from end-users. It helps me solve peoples issues and questions in regards to our application. I realized that having a tool like Zendesk is a need in any type of business.
Great usability; not yet an Enterprise product
What do you like best about the product?
Zendesk is very agent/end user friendly. The UI is clean, modern, well-designed and very easy to learn. We barely need to train people on Zendesk since it's so easy to pick up from an agent perspective.
A lot of the features are very well thought out, particularly the triggers and automations functionality. As a technical user, I also love how well the APIs and features are documented in general. Unfortunately still some limitations to the majority of features, though, that limit the potential business value.
A lot of the features are very well thought out, particularly the triggers and automations functionality. As a technical user, I also love how well the APIs and features are documented in general. Unfortunately still some limitations to the majority of features, though, that limit the potential business value.
What do you dislike about the product?
I've been using Zendesk for three years now, both as a user and an admin. In that time, we've steadily been going upmarket and, as we've done so, I've noticed more limitations with Zendesk. I should stress that the majority of these are as an operations professional/administrator, not a user. Users have remained happy with the tool throughout.
In summary, my key issues with the tool are as follows:
User permissions are too broad:
It generally feels like you have to give someone all permissions or nothing. You'll end up making someone an administrator just to give them access to one particular feature that customising other profiles won't allow. It's also very difficult to set the access levels to tickets correctly. For example, if a customer says they only want Agent A to handle their tickets or wants to sign an NDA, I can't realistically prevent Agent B from seeing those tickets if they create a custom view or search for said tickets.
Difficulty integration with other key systems:
Zendesk offers an out-of-the-box Salesforce integration, which is no use at all if you want to sync objects other than accounts and contacts. We had to write a very expensive integration to get the data into Zendesk the way we want it.
No robust sandbox/testing environment:
If you have a "sandbox" account in Zendesk, it's basically its own separate entity. There's no way to push changes from one sandbox to another unless you want to go to the effort of writing your own script. So, you can test a new set of triggers or automations in sandbox, but you have to rebuild them by hand again in product, which increases the level of effort and the likelihood of making errors.
Support tends towards non-technical:
Support has been better lately and I have no complaints about their friendliness/tone. However, I'll often reach out about something technical and will have to go through a few levels of support before I get to someone who can help me out. That can be frustrating.
Basically, Zendesk was absolutely wonderful when the business was younger and less complex and remains great in many ways and definitely better than the majority of platform out there, but as we're gone upmarket, the gaps have really started to show.
In summary, my key issues with the tool are as follows:
User permissions are too broad:
It generally feels like you have to give someone all permissions or nothing. You'll end up making someone an administrator just to give them access to one particular feature that customising other profiles won't allow. It's also very difficult to set the access levels to tickets correctly. For example, if a customer says they only want Agent A to handle their tickets or wants to sign an NDA, I can't realistically prevent Agent B from seeing those tickets if they create a custom view or search for said tickets.
Difficulty integration with other key systems:
Zendesk offers an out-of-the-box Salesforce integration, which is no use at all if you want to sync objects other than accounts and contacts. We had to write a very expensive integration to get the data into Zendesk the way we want it.
No robust sandbox/testing environment:
If you have a "sandbox" account in Zendesk, it's basically its own separate entity. There's no way to push changes from one sandbox to another unless you want to go to the effort of writing your own script. So, you can test a new set of triggers or automations in sandbox, but you have to rebuild them by hand again in product, which increases the level of effort and the likelihood of making errors.
Support tends towards non-technical:
Support has been better lately and I have no complaints about their friendliness/tone. However, I'll often reach out about something technical and will have to go through a few levels of support before I get to someone who can help me out. That can be frustrating.
Basically, Zendesk was absolutely wonderful when the business was younger and less complex and remains great in many ways and definitely better than the majority of platform out there, but as we're gone upmarket, the gaps have really started to show.
What problems is the product solving and how is that benefiting you?
We use Zendesk to answer technical and billing questions from our users. Great tool, has really helped us streamline our case routes and provide us with data showing that we are hitting our contractual SLAs. Also very handy to produce data that indicates we need to hire more support staff in specific locations.
Recommendations to others considering the product:
If you want a true Enterprise level product, consider other options. If you're just starting out, Zendesk is fantastic.
Works well
What do you like best about the product?
Works very well to track support issues
What do you dislike about the product?
I don't know of anything we dont like today
What problems is the product solving and how is that benefiting you?
customer issue and support tracking
It's a good product small product line
What do you like best about the product?
Its easy to get started with it. There are good things you can do put of the box you can go really basic and build up slowly.
What do you dislike about the product?
It's very limited. Deep reporting isn't there. Lots of things are add on apps. Some are free, the better ones are pay and by third parties.
What problems is the product solving and how is that benefiting you?
Easy customer support for the customer and the agent.
Recommendations to others considering the product:
Its a great product for any starting company. The software can grow with you the fewer products in your catalog the better.
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