Zendesk Suite
ZendeskExternal reviews
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Strong Support Software
What do you like best about the product?
The ticket system, in general, is very easy to use and provides enough flexibility that it works for many different needs. We have been very satisfied with it.
What do you dislike about the product?
The biggest dislike centers around the help desk functionality. It's pretty sparse and although easy to use, does not allow for a lot of functionality.
What problems is the product solving and how is that benefiting you?
Our ability to organize our support and service tickets and provide simple and easy billing cohesiveness is the key benefit. We sought out a solution that would help us manage client requests for both support and small services.
Great ticketing system but hard to keep track of me queue
What do you like best about the product?
Does a great job of allowing you to customize questions but the receipt to your email displays your answer in an odd format
What do you dislike about the product?
My queue is hard to manage to see who owns next step on a ticker and I wish I could like it into SF easier
What problems is the product solving and how is that benefiting you?
Product support, not everyone at our company is specialized in every aspect of our product. Zendesk allowed us to submit and distribute questions and issues to the right individuals.
Great Software for Support
What do you like best about the product?
The ticketing system they provide along with all of the different labels you can have is extremely helpful in tracking different stats in our support department.
What do you dislike about the product?
There really is not much to dislike from my side of things in the way I use it. Which is primarily Support tickets.
What problems is the product solving and how is that benefiting you?
Our ability to serve our customers has increased exponentially! Without it we were hand entering tickets and it was difficult to locate customers, with it we are streamlined and able to serve our customers more efficiently.
Recommendations to others considering the product:
Definitely recommend using it
Great and robust tool - But not "straight out of the box" solution
What do you like best about the product?
Zendesk allows me to quickly resolve our support tickets while efficiently managing assignments, automation, different triggers, and reporting. I keep discovering new features all the time - which can be both a pro and a con, as for some features - I had no idea I could use or that they even exist. Their team is great and always resolved any issue I had quickly.
Their reporting feature (via Gooddata) is robust and allows a really deep dive into your metrics.
Their reporting feature (via Gooddata) is robust and allows a really deep dive into your metrics.
What do you dislike about the product?
While seems like a simple tool, there is a lot of different options and feature, and it takes a while to understand all the benefits. The integration with SFDC took a while (although to be fair, I had to go through the process about ~4 years ago, so maybe made simpler now).
What problems is the product solving and how is that benefiting you?
As mentioned in the first paragraph - Once you know how all the feature works together and set your automation and trigger rules, this tool makes my life so much easier.
Recommendations to others considering the product:
Great tool, great team, innovative team - Highly recommended.
Easy to use ticket tracking application
What do you like best about the product?
Ability to not only manage my own tickets, but also see and manage tickets created from other members of my organization.
What do you dislike about the product?
No custom reporting capability from what I have access to. Would love to be able to have custom reports.
What problems is the product solving and how is that benefiting you?
Use Zendesk to track support tickets with one of my vendors. Benefits are many, but include the ability to track progress and tickets over time throughout the organization.
Working for our small office
What do you like best about the product?
its a great way to see what has happened with a client - especially when you don't have access to your collegues' email - but you can still see the exchange at a glance with a quick search
What do you dislike about the product?
I don't like that the client can just reply to an email and you are back in a thread you didn't need to be on in the first place.
What problems is the product solving and how is that benefiting you?
Shorter wait times, when one person is out of the office - the rest of the team can easily pick it up.
Zendesk Support is one of the best IT support programs out.
What do you like best about the product?
It is easy to use, easy to scale, and easy for end users to work with. Contact through email works great.
What do you dislike about the product?
Very few things that I dislike. Perhaps if there were an integrated screen grab.
What problems is the product solving and how is that benefiting you?
Supporting an educational IT environment of nearly 500 end users.
Recommendations to others considering the product:
Evaluate several others and compare apples to apples
Software for Communication
What do you like best about the product?
The ability to assign tickets to different members of my team.
What do you dislike about the product?
There are rules that you can set up that automatically assign tickets to certain people. I found it hard to create these rules
What problems is the product solving and how is that benefiting you?
We are able to organize projects to certain people and keep track of who is doing what.
Using Zendesk to help customers.
What do you like best about the product?
I like the ease of using Zendesk. It’s easy to use and apply for our business model. The customers can access the response field and send their replies.
What do you dislike about the product?
There isn’t really anything I dislike about the software.
What problems is the product solving and how is that benefiting you?
We can get accurate responses from our customers.
Recommendations to others considering the product:
Use it.
User friendly, good reporting capabilities
What do you like best about the product?
It is integrated with email, so end users never have to log in if they don't want to. Reporting capabilities are robust.
What do you dislike about the product?
I did not have any dislikes about this application.
What problems is the product solving and how is that benefiting you?
Tracking tickets from customers. This was our help desk ITSM software.
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