Zendesk Suite
ZendeskExternal reviews
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Great software to use for managing and communicating on projects and support requests from customers
What do you like best about the product?
Extremely easy-to-use platform, very organized, love the macros function
What do you dislike about the product?
Ticket chains can look a little messy when viewed in regular email inbox
What problems is the product solving and how is that benefiting you?
Great for organizing incoming projects / all customer-related requests, sharing notes internally between teams, and tracking team workload.
Recommendations to others considering the product:
If you have a lot of incoming projects, support requests, email that you need to track/share with other teammates, this is a great tool to use! Also helpful to be able to pull reports and see ticket numbers/trends over time
Zendesk is great
What do you like best about the product?
Their customer service is very good. Their platforms are intuitive and easy to learn. They have articles out there for pretty much everything you need.
What do you dislike about the product?
Right when I got started I had an option to chat with a representative right away. Now, for some reason, the option is gone now, and it takes a few hours to get a response.
What problems is the product solving and how is that benefiting you?
Track tickets and collect customizable data
Recommendations to others considering the product:
Search for articles before submitting tickets. They have articles for everything.,
Outstanding service for both internal and external customer support ticket management
What do you like best about the product?
Zendesk has comprehensive product documentation and tutorials to get started. Zendesk product support team is fast and thorough in their responses to requests. The price we pay for the services provided by Zendesk is outstanding!
What do you dislike about the product?
Zendesk is a complex platform with lots of layers to make it fully customizable to any business needs. Admideitelly, it has a pretty steep learning curve to get things set up just right for the business; however, it is completely worth the effort.
What problems is the product solving and how is that benefiting you?
The corporation used to have separate departmental phone extensions and email addresses to provide customer service to our customers. This created a chaotic system that made it difficult to efficiently assist our customers. Now, we use one phone number and one email address for all our customer service issues. Our team of employees can now distribute tasks and lookup past tickets from customers to make communication much easier than it was before using Zendesk.
Recommendations to others considering the product:
I would recommend using their entire suite of services, instead of just using one or two of their products. All of the products integrate well with one another for an improved experience for both the end-users and Zendesk admins.
Easy to use.
What do you like best about the product?
The interface is great. It's not cluttered. If the sidebars get in the way, they can be minimized.
What do you dislike about the product?
It would be great if there were more trigger/automation conditions and actions to better fine-tune our workflow. There are some basic features not available that we have to rely on 3rd party apps to fulfill.
What problems is the product solving and how is that benefiting you?
We use it for our IT ticketing, solving break/fix issues with our end-users as well as basic tracking of tasks and projects. It provides an excellent way to keep track of issues and a single, collaborative platform versus traditional email.
Its been such an integral part in how we provide support to our employees
What do you like best about the product?
Ease of use, ability to use app/browser/email response & keep everyone in the loop.
What do you dislike about the product?
Users unfamiliar with zendesk often get confused with replies or tend to reply outside of the ticket. It's not obvious to users a lot of the time.
What problems is the product solving and how is that benefiting you?
Visibility to our entire team, what people are working on & everyone has the ability to step in & assist.
Powerful tool with things to improve
What do you like best about the product?
I really like the flexibility it offers to do whatever you can imagine. The interface is easy to agents.
The API is really powerful and helps a lot to go beyond with the tool.
The API is really powerful and helps a lot to go beyond with the tool.
What do you dislike about the product?
I don't like the opacity when configuring the tool; you don't know if something you are doing may affect other triggers/automations.
I don't like to submit tickets to their support team from messaging.
I don't like to submit tickets to their support team from messaging.
What problems is the product solving and how is that benefiting you?
It is helping us to provide the most effective care possible to our users. Although we would welcome more progress in AI
Recommendations to others considering the product:
You need an expert admin to help you get the best from the tool
Fantastic product! A++
What do you like best about the product?
The best feature might be how easy Sell was to learn and use and get proficient with. Its simple to navigate and no problem to keep track of records/clients.
What do you dislike about the product?
When making phone calls, I've had numerous times when it was glitchy and robotic sounding. I had to restart my computer to get it to stop--Sometimes multiple times per day.
What problems is the product solving and how is that benefiting you?
My latest problem was using Sell on multiple devices. I received some help from the chat and from support. I now use it on a desktop, laptop and mobile phone. Perhaps my next devices will be my car and my watch!
Great support even though I'm stupid
What do you like best about the product?
Fixed my problem and didn't complain about me not noticing to use something pretty obvious
What do you dislike about the product?
It took a couple of days for them to get back to me
What problems is the product solving and how is that benefiting you?
Customer Support and FAQ/built-in help publishing
Great customer service portal with good integrations into multiple platforms
What do you like best about the product?
I like how it allows me to deal with customer service issues that both arise through email and through facebook messages. It also seems to tie into our instagram so that is also very helpful. For a short period of time we used the chat and phone features, they were great too. They just didn't work with our resources.
What do you dislike about the product?
Sometimes I'll need to refresh the page I'm looking at to see updates for a ticket. The preview will update faster than the ticket itself which can be annoying but doesn't happen frequently. We've also intermittently ran into issues with customers not receiving our responses but haven't been able to fully track that down.
What problems is the product solving and how is that benefiting you?
It lets us keep all our customer service information in the same spot. It is very helpful because it is easy to pass tickets between multiple people and then go through and reference older tickets.
Recommendations to others considering the product:
The platform seems to be most useful when you have several representatives.
Issue Zendesk Availability Resolved
What do you like best about the product?
Quick reaction of the Zendesk chat. The bot immediately forwarded to a support agent that reacted on very short notice
What do you dislike about the product?
A bit difficult to find where to enter a support request
What problems is the product solving and how is that benefiting you?
We could not access our Zendesk instance, hence we could not answer our customers and our customers could not access the system, eg the Knowledge base
Recommendations to others considering the product:
We have worked with several Service Systems. Own development, Netsuite, Salesforce, they all have their advantages but Zendesk has clearly been built with Service Management as the base. It covers "all" aspects and is extremely user friendly.
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