Zendesk Suite
ZendeskExternal reviews
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Easy to use but too basic
What do you like best about the product?
It is user friendly. It seems to integrate well
What do you dislike about the product?
It is not ITIL based. The reports are not usef
What problems is the product solving and how is that benefiting you?
We used it as a help desk ticketing system
Easy to use for beginners
What do you like best about the product?
It's nice to be able to see all the aggravated emails especially if you have to check multiple ones
What do you dislike about the product?
It's good for aggregating emails for a big workgroup, but I didn't find it necessary if I don't have that many email accounts to check.
What problems is the product solving and how is that benefiting you?
It's good for keeping check of resolved emails and if there are any open questions.
Ticketing Tool for startup IT Departments
What do you like best about the product?
The best thing about Zendesk would be its easy ticket views. Finding a ticket can be simple. Editing, creating, and closing are also simple.
What do you dislike about the product?
The main dislike about Zendesk is its lack of customization. Not being able to customize the software to your team's needs makes it difficult to adapt and requires more software. Pricing is a little high, however, it is still recommended for a startup IT Department.
What problems is the product solving and how is that benefiting you?
Everyday issues from local PC to server. At least these are the tickets that pass through Zendesk. We use third party applications to actually complete the tasks. Zendesk is simple to use.
Zendesk is Desperately in Need of an Overhaul
What do you like best about the product?
I like that Zendesk has integrations with almost every software tool available.
What do you dislike about the product?
Almost everything. Terrible interface - the customer-facing emails look terrible. There are better solutions out there.
What problems is the product solving and how is that benefiting you?
Customer support tickets
Easy to use the very first time.
What do you like best about the product?
I like the flow of the UI, it's intuitive and easy to navigate.
What do you dislike about the product?
The notification doesn't seem to work when I used it while back.
What problems is the product solving and how is that benefiting you?
It's a nice tool for reporting an issue on the cloud.
Zendesk support
What do you like best about the product?
Zendesk looks like a standard email you would receive from any work colleague.
What do you dislike about the product?
I prefer emailing a specific person's email address as opposed to an alias from Zendesk, which makes it feel less personalized.
What problems is the product solving and how is that benefiting you?
Teams within our organization use Zendesk to provide sales and technical support internally.
Decent for the price but lacking features and customization
What do you like best about the product?
A very inexpensive option that allows you to track tickets and has some general integrations.
What do you dislike about the product?
There is not a lot of integration options or options for customization without drastically increasing he price.
What problems is the product solving and how is that benefiting you?
We used it as a help desk
Not sure if I would use Zendesk again
What do you like best about the product?
Zendesk seemed to work well for customer support emails. It suited its purpose as a start up program when starting my business. There is not much that I like best about it. It was just OK to use. A great starter program for someone just starting out. I was just looking for other things like apps to make the work flow better. It did work pretty well for just basic email handling for my company. It is a good starter program for a new business until they grow out of it.
What do you dislike about the product?
I have had better with another platform instead of Zendesk. I found it to be somewhat slow and glitchy and I even had trouble using the search function. We could never get Zendesk to properly load the shopify apps while we used it. I doubt I will ever use it again. I really needed this function to work and we could never get it to sync properly so we were forced to search for a different program to use. I would have kept using it if the apps would have worked.
What problems is the product solving and how is that benefiting you?
After switching to a different program and no longer using Zendesk, I have found that there is not much that I miss from my work and experience with Zendesk. I feel I had more trouble using it than I did being able to work and assisting customers. It slowed my company down instead of helping it.
Recommendations to others considering the product:
Check out other programs before commiting
Not easy to use
What do you like best about the product?
It's ability to handle support cases and sending an alert email each time a case is opened or updated
What do you dislike about the product?
its inability to search for historical cases or drill down through past emails
What problems is the product solving and how is that benefiting you?
handling support cases
Gets the Job Done
What do you like best about the product?
I like that it is easy to submit a ticket
What do you dislike about the product?
I dislike that it is very difficult to follow-up on a ticket. There is also no process for contesting -- I recently had a ticket closed before the issue was resolved and I had to submit an entirely new incident.
What problems is the product solving and how is that benefiting you?
Helps to communicate with remote tech support
Recommendations to others considering the product:
Allow easier communication
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