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Zendesk Suite

Zendesk | 1

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External reviews

5,974 reviews
from G2

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

    Consumer Services

Professional looking, flexible CRM tool

  • January 02, 2018
  • Review provided by G2

What do you like best about the product?
It has many integrations and is easy to use
What do you dislike about the product?
The built in support center is not easy to use
What problems is the product solving and how is that benefiting you?
Customer communication

    Josh D.

Rock Solid

  • January 02, 2018
  • Review provided by G2

What do you like best about the product?
Zendesk has all the tools I need to manage a robust customer Help Center for our medium-sized software company. Article publishing is simple, and the reporting tools are easy-to-use.
What do you dislike about the product?
More involved customization of Help Center (or 'Guide' as it's now called) will require a front in developer or at least someone who's comfortable with CSS and JS.
What problems is the product solving and how is that benefiting you?
We needed to deploy a Customer Help Center to host and manage all support content including help articles and videos. Also, we needed a way measure what support content is benign utilized by our customers.
Recommendations to others considering the product:
We use only the 'Guide' / Help Center component - which is great, but using this in conjunction with the ticket management tools is ideal.

    Sara B.

Zendesk Review

  • January 02, 2018
  • Review verified by G2

What do you like best about the product?
I like the ability to create different queues within Zendesk and set priorities. I also like the ability to merge tickets so we are not working more than needed.
What do you dislike about the product?
It can be quite buggy at times, especially the chat feature. It often times will sign you out without noticing.
What problems is the product solving and how is that benefiting you?
We are helping customers troubleshoot and answer frequently asked questions.
Recommendations to others considering the product:
Take their free courses on how to set up your Zendesk. The paid seminars are ok but not as useful as hands on experience.

    Computer Networking

Friendly and simple user interface

  • January 02, 2018
  • Review provided by G2

What do you like best about the product?
I like that you can chat directly with users that have submitted a ticket.
What do you dislike about the product?
I would like the ability to add more information to tickets.
What problems is the product solving and how is that benefiting you?
We have used it as a ticketing system.

    Fillipe Neyl W.

One of the best, but expensive.

  • January 02, 2018
  • Review verified by G2

What do you like best about the product?
Zendesk is known for it's quality, and they really deliver top class solutions for costumer support. The solutions work very well, are easy to setup up and offer many options to automate and make things don't consume all your or your agents time with repetitive tasks.
What do you dislike about the product?
The price. I live in Brazil, so USD monthly subscriptions of at least 45 USD for each user just for the Support (ticketing) module is pretty expensive for me. I also don't like the logotypes they use for each solution, they look too much like kids drawings to me (not that it makes any difference in the quality of the products!). I contacted Zendesk but they don't offer any benefit in price for small companies.
What problems is the product solving and how is that benefiting you?
Fast and reliable support. But could be getting a lot more done if it wasn't for the price issue. I'm planing on migrating to other solution.
Recommendations to others considering the product:
If you have the money to pay for it, it's a great choice!

    Publishing

Helps me perform my day to day work

  • December 31, 2017
  • Review provided by G2

What do you like best about the product?
I like how the software helps to streamline the Customer Support process.
What do you dislike about the product?
The software integrates well with other programs that we use, but is sometimes glitchy with some of them.
Some of the customer data is not captured immediately and needs to be added manually.
What problems is the product solving and how is that benefiting you?
Zendesk helps to streamline our processes and provides an easy to use platform. The customizations help us to use the software in a specific way.

    Wholesale

An uncomplicated chat product

  • December 31, 2017
  • Review provided by G2

What do you like best about the product?
Very easy to use. Do not need to do too much training with employees. Also canned responses are helpful.
What do you dislike about the product?
It's not an all inclusive solution. They charge for additional features.
What problems is the product solving and how is that benefiting you?
Cuts down on phone calls and emails. Easier to help them right away via chat.

    E-Learning

User friendly

  • December 30, 2017
  • Review provided by G2

What do you like best about the product?
It’s easy and efficient to communicate with clientele. It helps us to be much more proactive as a team.
What do you dislike about the product?
There is really nothing I dislike. I think the software does what it should.
What problems is the product solving and how is that benefiting you?
We created websites for various clientele in different areas of education. Any time users had issues with the websites they would file a ticket and we were quick in responding.

    Chris S.

Not complicated lots of integrations

  • December 30, 2017
  • Review provided by G2

What do you like best about the product?
Not complicated, lots of integrations to hook into
What do you dislike about the product?
I don't think it friendly to multi-tenet situations
What problems is the product solving and how is that benefiting you?
An easy to use and administer incident management system

    Stephen L.

Great for Small internal IT team

  • December 30, 2017
  • Review provided by G2

What do you like best about the product?
Quick, easy and Intuitive user interface, Provides a great customer experience out of the box with minimal setup and the low end user count is really cheap.
What do you dislike about the product?
Not very customisable, although with a bit of effort and reading the Support documentation there are some limited customisations you can make
What problems is the product solving and how is that benefiting you?
Internal IT Service Desk moved to this tool. It provides a better end user and customer experience with minimal setup. It allows quick, clean interaction between our small support team and our internal Customers. Also it is really cheap for the low user base option.

I have also integrated an external Customer Zendesk system with Salesforce Service Cloud via Zapier - it took just a days work to complete and test the Integration with the 2 systems communicating information back and forth opening Cases in Salesforce from Zendesk Tickets, providing 2-way updates and Closing the Tickets in Zendesk from Salesforce Cases.

Using Zendesk internally has helped in our IT Service Desk culture change, helping provide a modern and positive outlook when communicating with IT throughout the business simply by providing an easy to use email ticketing system that provides auto replies, closure emails and easy reporting.
Recommendations to others considering the product:
For a Small Internal IT Team that uses email - this is an ideal solution. It also has some Good Integrations with the likes of Zapier which can come in very handy

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