Zendesk Support Suite Reviews & Product Details

I enjoy Zendesk, nice ticketing software.

Sometimes too complicated to do simple tasks.

Support Desk for iT.

ease of use, easy to navigate interface!

not a lot of colour scheme choices. Could benefit from more info links explaining functions.

customer relation scores are through the roof!

I like the analytics shown by Zendesk. It allows you to break down specific agent information which is helpful. You can check each agents statistics very easily. I also like the fact that it has triggers, which makes reaching out to specific clients a lot easier. I like that we can see who is currently online. If we needed to reach out to a customer, although it may be odd, we can.

Honestly, there is not much I can say about what I dislike. If I had to come up with a reason, I would say that the way the chat looks on our client end is very simple. This may be something we can change the look of, but that is not something I am aware of. Another thing that came to mind is the way chats are exported. It seemed very difficulty to find specific chats when exported.

The company is basically ran mainly through the internet, so we rely on clients being able to chat with us to ask questions, verify new account, etc. Without a chat option, we would most likely have to rearrange a large portion of our tasks.

I love the ability to link our emails and phone calls together for all reps to see.

Nothing to dislike. But i look forward to using zendesk chat as well

Being able to link emails and phone calls simultaneously helps increase work flow

Es una herramienta muy potente que si no tienes experiencia puede resultar un poco lento el proceso de aprendizaje para sacar provecho al 100%, la verdad es que los tutoriales y su foro de ayuda es demasiado bueno.

Hasta el momento me agrada todo el sistema, tal vez si algo cambiaría sería el diseño del dashboard ya que es donde pasas el mayor tiempo del día, posiblemente jugaría con una apariencia más moderna.

El principal problema que nos soluciono fue el tiempo de respuesta a solicitudes ya que el controlarlo todo desde el correo paso a ser un poco complicado. Pero con Soporte de Zendesk filtramos todos los correos de nuestro interés para seguimiento.

The versatility of the website makes it easy for me to complete my daily duties in an organized manner

With the addition of more apps, it appears that the system overall becomes bogged down or performs slower.

Customer Service related issues

This company works to provide fast and accurate information.

I don't like that sometimes the agent disconnects the chat.

Fast and efficient service for clients.

I have been using zendesk for sometime now and I cant live without it.

Nothing really I dislike. It's so easy to use.

Computer repair

I like the searchability and the clean look.

Sometimes it can be a little buggy. The analytics aren't great either.

We provide support to our customers.

It is well suited when you are working at an organization that has sites across America. It helps because our HQ houses the main data technology people and so when we have requests it can streamline the way we get our requests answered

The emails with replies can be hard to understand

We use ZenDesk reporting to run analytics about types of requests and issues we are getting from clients.

GUI is very attractive and very easy to understand

I do not dislike any thing until now

Daily tickets and problems

They replied very quickly and were able to solve all problems very fast

Not provided

I needed a walkthrough on how to best utilize the tools

I looked at about 8 helpdesk ticketing systems for a system that would work completely through email and not send entire email histories to clients with each email response. Zendesk was the only one that could so this.

Some terminology is different than I'd expect, so figuring out what features did what took a little time. But support was great to help me get a grasp on things.

We need to track problems with our system. This will do that.

Easy to learn and use. Jira integration.

I don't like that when you download a copy of a ticket, it includes the private notes from the case.

Managing support requests, collaborating with team members. It's easy to work with others and keep case history.

I enjoyed working with zen desk as a help desk employee due to it being very user friendly!

It was confusing at times when compiling tickets and assigning them.

Our IT staff was able to address issues submitted by our students much quicker with zen desk support.