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Zendesk Suite

Zendesk | 1

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External reviews

5,827 reviews
from G2

External reviews are not included in the AWS star rating for the product.

    Pooran P.

Easy, Intuitive and Efficient

  • May 10, 2016
  • Review verified by G2

What do you like best about the product?
We moved to Zendesk from an on-prem software that was so cumbersome to use and complex to understand. We like the easy to understand web interface, flexibility to connect to external applications, flexibility to send an internal note and easy way to merge the two tickets.

We like their user-based pricing model, it brings down the entry barrier for small and medium companies.

We like their support - very smart and thoughtful staff.
What do you dislike about the product?
I wish they could provide much more granular analytics that can be used to find the actual TAT in issue resolution.
It would be great if they can improve on their messenger and make it a separate application and not part of the web application.
What problems is the product solving and how is that benefiting you?
We are using Zendesk as a ticketing system as part of our customer support.
Recommendations to others considering the product:
Enhance the analytics around user and issues

    Food & Beverages

Zendesk Review

  • May 07, 2016
  • Review verified by G2

What do you like best about the product?
It's easy to use. You can customize it for your team.
What do you dislike about the product?
Sometimes it has synching issues with our phone system.
What problems is the product solving and how is that benefiting you?
Customer inquiries.

    Mary P.

Great site for monitoring concerns

  • May 04, 2016
  • Review verified by G2

What do you like best about the product?
This allows us to keep up with customer questions, the answers we provide
What do you dislike about the product?
I would like a button for eliminating some posts.
What problems is the product solving and how is that benefiting you?
Allows more than 1 person to respond to a request or customer concern.
Recommendations to others considering the product:
great, easy to use, does not require a lot of training

    Jaime P.

Sometimes great, sometimes very difficuly

  • May 03, 2016
  • Review verified by G2

What do you like best about the product?
You can do a lot on Zendesk which is great. You are able to look at leaderboards, track your csats and keep an easy eye on all of your tickets. It really helps when trying to find lost tickets, since there can be many different ways of searching people within the system. It also helps to organize tickets in a way that is accessible for all associates.
What do you dislike about the product?
I feel like all of the features do not work in the way that I would like. I do feel like sometimes the calculations for leaderboard scores may be a bit off. Also, when going through play mode for tickets, it skips and assigns you to the same ticket as someone else, which is a bit frustrating.
What problems is the product solving and how is that benefiting you?
In terms of our business, it is fully dependent on Zendesk. All of our tickets are archived and saved on the platform, so we really need to it make our company work. Some times a bit glitchy, but all in all, pretty helpful
Recommendations to others considering the product:
Zendesk is great for keeping track of tickets. It works well for any kind of tracking needed, so phone calls or emails. It also saves all of the chats that you have so that customer information is easy to find quickly, which makes life easier for all the associates here. However, sometimes emails don't go through to the customer and it cane get a little glitchy which is probably the most frustrations part of Zendesk.

    Higher Education

Effortless process

  • May 01, 2016
  • Review verified by G2

What do you like best about the product?
The ease at which tickets can be created, processed, located, and followed through to completion.
What do you dislike about the product?
To be honest, there isn't anything I can think of at the moment. It's the best solution I've used to date.
What problems is the product solving and how is that benefiting you?
It's been great for intra- and inter-office support, especially for workstation issues and software updates.
Recommendations to others considering the product:
It's been a quick and effortless process to set up and get moving. Something to consider when you want to hit the ground sprinting.

    Food & Beverages

Great

  • April 29, 2016
  • Review verified by G2

What do you like best about the product?
The ability to customize the interface to whatever analytics and what type of relationship management you need.
What do you dislike about the product?
It does go down often (twice in the past week) which can be less than ideal in the middle of a work day.
What problems is the product solving and how is that benefiting you?
I am an employee using this as a CRM tool. This is the 2nd company I have used ZenDesk with.
Recommendations to others considering the product:
Make sure you fully utilize the tutorials and their support, there is SO MUCH the software can do, don't waste it.

    Amir C.

Great Product

  • April 28, 2016
  • Review verified by G2

What do you like best about the product?
excellent robust support platform we have been using for several years. easy to use, good analytics, scalable model.
What do you dislike about the product?
nothing much. would always like to be less expensive
What problems is the product solving and how is that benefiting you?
we are an ESP with an email platform and we have use zen desk to manage our support tickets and knowledge center.

    Danijel R.

Costumer Service

  • April 26, 2016
  • Review verified by G2

What do you like best about the product?
Well organized and intuitive. Everything is in one place, e-mails and social media. Knowledge base. Live chat. Mobile app is very useful.
What do you dislike about the product?
On first it looks too robust and complicated, but it is not. Some features need improvement.
What problems is the product solving and how is that benefiting you?
Costumer Support. I was working same things over phone, but this is much more easier and allows you better help.
Recommendations to others considering the product:
It makes communication and help with costumers and users much easier.

    Pierre L.

Gold Standard of Help Desk Platforms

  • April 26, 2016
  • Review verified by G2

What do you like best about the product?
I keep learning ways to leverage Zendesk. It's the gold standard in CRM tools in my opinion. I have been using Zendesk for over a decade across multiple icon brands. At times managing as many as 7 instances simultaneously, with thousands of agents. It's simple enough that a first time CRM admin can get it up runnning quite easily, whereas an experienced admin can work wonders.
What do you dislike about the product?
Their basic support leaves a bit to be desired. Dedicated account managers and support make a huge difference when needed. They are quite responsive to their enterprise customers, whereas SMBs that can't afford premium support may encounter hurdles with inexperienced admins.
What problems is the product solving and how is that benefiting you?
This replaced our old service desk and it has been great. It allows us to:
Manage our help desk
Create a knowledgebase and self-service portal
Create a community space with announcements and news
Create automations
Scale quickly and easily
Recommendations to others considering the product:
Build your process first, then configure the tool to match your desired process. I have seen too many new admins let the tool guide their process.

    Greg G.

Great Experienced

  • April 21, 2016
  • Review verified by G2

What do you like best about the product?
The workflow and east of use. Super simple to get started.
What do you dislike about the product?
The interface seems a bit clunky at time.
What problems is the product solving and how is that benefiting you?
The instant chat is super helpful. Use it every day with customers.
Recommendations to others considering the product:
Highly recommend. Easy to use, super great support and makes your day to day customer interactions that much easier.

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