Zendesk Suite
ZendeskExternal reviews
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Best Ticketing Platform out there
What do you like best about the product?
Service manaagement interface is incredible, customizable, and scaleable.
What do you dislike about the product?
Feels like it was industry standard 5 years ago but now in a field getting distrupted by innovaters, and still carrying that indstury standard sticker price.
What problems is the product solving and how is that benefiting you?
It doesn’t integrate well with Salesforce.
Easy to use, nice user experience, and very flexible
What do you like best about the product?
We've been using Zendesk for years and really like how user-friendly it is. The keyboard shortcuts make it really easy to move quickly through triaging tickets. It's fast, a great web app, and the APIs make it extremely extensible.
What do you dislike about the product?
I wish they would focus more on integration with other tools for things like AI and provide more flexibility there instead of trying to do everything themselves. For our use cases, it doesn't really work very well with the solutions that they are building natively.
Additionally - we rarely need it but if we ever need to get ahold of Zendesk support directly for our own product, that is a bit of a nightmare.
Additionally - we rarely need it but if we ever need to get ahold of Zendesk support directly for our own product, that is a bit of a nightmare.
What problems is the product solving and how is that benefiting you?
We run a service-based business, so we do all of our customer service tickets and tracking through Zendesk.
A Product I Love
What do you like best about the product?
All information is gather in one place and it's easy to look up and check messages.
What do you dislike about the product?
when copying people from outside of the origanzation.
What problems is the product solving and how is that benefiting you?
When copying people outside of the system, it gets confusing sometimes.
It works but requires a fair amount of customization (which has benefits too)
What do you like best about the product?
All the essential support ticket stuff is there. You have to dig in on automations and triggers but once you learn some tricks there you can get really good at it. AI agents are getting better every day, but you need a strong knowledge base to back them up. The knowledge base works pretty well too once you get the hang of it. Most everything can be done self service in app without requiring 3rd parties or IT unless you want to get really sophisticated, but I think that's changing quick with coding apps. I'm integrating lots of stuff now on my own, using the APIs a lot more, etc that previously I would have needed external support on.
What do you dislike about the product?
AI agent is actually starting to work but the pricing model for automated resolutions and how they determine automated resolutions is a pain point for all customers. Doesn't feel like we're being fairly billed. Also they are definitely gearing more and more resources towards omnichannel customers, so if you use it for use one or two channels you might not get as much from it.
What problems is the product solving and how is that benefiting you?
We handle over 10,000 tickets a year, have been able to automate 30-50% of ticket resolutions. Also heavily utilize knowledge base. The more we play with triggers, automations, etc the more we've found we could do to help our agents be more efficient. We've started experimenting with building our own custom apps too.
User-Friendly Zendesk That Streamlines Support with Fast, Straightforward Reporting
What do you like best about the product?
Zendesk is very user-friendly and easy to navigate, which makes day-to-day customer support much more efficient. It’s especially great for reporting, as pulling metrics is straightforward and quick. I also find it very easy to build and customize forms, macros, and triggers, which helps streamline workflows and improve overall productivity.
What do you dislike about the product?
One downside of Zendesk is that reporting can feel limited without advanced setup, especially for more complex or custom metrics. It can also be a bit challenging to manage and troubleshoot triggers or automations at scale, as they can become hard to track. Additionally, some features are not very intuitive at first and may require extra time or documentation to fully understand.
What problems is the product solving and how is that benefiting you?
Zendesk helps keep everything in one place, so it’s a lot easier to track and manage tickets without things getting lost. It solves the issue of scattered communication by organizing everything into queues and workflows. For me, it saves time and makes it easier to respond faster. Things like macros, triggers, and forms also help a lot with repetitive work and keep responses consistent, so I can focus more on the cases that actually need attention.
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What do you like best about the product?
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What do you dislike about the product?
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What problems is the product solving and how is that benefiting you?
This tool allows us to effectively share data and coms with our clients effectively. We can track KPI's but also our client health through this platform alone. The automations and analytics make management a breeze.
Zendesk is on top of their game!
What do you like best about the product?
We love the ease of use! Everything is intuitive and well laid out. We can easily search old tickets and organize new ones. We've had little to no issues with Zendesk after 4 years of use.
What do you dislike about the product?
Nothing, everything has been great for us.
What problems is the product solving and how is that benefiting you?
Helps keep our ticketing system organized and easily accessible but not only our Helpdesk Team but also our other employees.
Clean UI/UX
What do you like best about the product?
It's well-designed and allows you to automate your Help Desk services.
What do you dislike about the product?
Reporting is so confusing we rely on GPT for assistance, and often still don't use it, though we have a lot of data we need to get out. Our reps don't like that it doesn't auto-refresh.
What problems is the product solving and how is that benefiting you?
Respond to customer issues. The knowledge base is helpful too.
Great Customer Support Software
What do you like best about the product?
The software is super useful as a help desk. It offers a wide range of automations, customisations and insights.
What do you dislike about the product?
If you've only been an agent it might be sometimes unclear how end users interact with your communication, so it's something that you would want to test yourself.
What problems is the product solving and how is that benefiting you?
It's making our internal communications with customers transparent and easy to share across the team.
Easy to Use Ticketing System
What do you like best about the product?
What I like most is how easy it is to use. It doesn’t require much training for my end users, which makes adoption straightforward. There is some background setup needed to tailor Zendesk to your needs, but once that’s done, it becomes a comprehensive system.
What do you dislike about the product?
There’s a bit of a learning curve with some of the ancillary products, such as the reporting module.
What problems is the product solving and how is that benefiting you?
Our customer service is our trademark. To maintain those standards, we needed a platform that could handle the high volume of customer service traffic we receive. Zendesk has proven to be the right solution for keeping track of all requests and making sure nothing gets missed. Our customers appreciate the prompt replies and the way their issues are handled.
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