Zendesk Suite
ZendeskExternal reviews
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A great product for us
What do you like best about the product?
We use several integrations which allow us to connect Zendesk with our other platforms. It's easy to link users and tickets to other data, and with Light Agents, we can get everyone who needs it the ability to review the linked information. Where there are no integrations available, the API is well done and well documented.
The knowledge base and helpdesk have nice customization options to personalize it to our brand.
The knowledge base and helpdesk have nice customization options to personalize it to our brand.
What do you dislike about the product?
It can be difficult to get a high level, at-a-glance overview of all active tickets. We used the API (which is something I do like) to create our own dashboard to display active tickets and SLA's. The views section does not refresh automatically unless you are actively doing other things; We would have to actively refresh Zendesk and navigate through several pages to see the same data directly in Zendesk. Our custom dashboard refreshes regularly and displays everything compact enough to get that at-a-glance view we can monitor in real-time and share with others.
The helpdesk requires third-party cookers enabled in customers' browsers. We have had security-minded customers complain to us that they cannot log in to our help desk.
The helpdesk requires third-party cookers enabled in customers' browsers. We have had security-minded customers complain to us that they cannot log in to our help desk.
What problems is the product solving and how is that benefiting you?
Zendesk helps us engage with our customers when they have issues as well as reach out to them proactively for a variety of reasons. The helpdesk and knowledge base provides customers self-service and reduces the workload on our team members. The integrations and analytics/reporting allow us to find trends and engage other departments to improve the product and ultimately the customer experience.
Zendesk is a great platform for support
What do you like best about the product?
Configuration/admin abilities, agent interface, automations, integratability with other platforms/systems
What do you dislike about the product?
Some admin areas have extraordinary front-end abilities, whereas others don't. For example, I can import users in the interface but can't export (download a list of all our agents).
What problems is the product solving and how is that benefiting you?
Ability to efficiently manage support & services for our customers with added ease through automations and business rules, store the data for audit and referencing purposes, report on all data for SLA management and general analysis & reporting, and accurately forecast capacities.
Recommendations to others considering the product:
Zendesk is best in class when it comes to support ticket management, plus it hosts a wide array of native and integrated products that can meet multiple business needs.
Easy UI/UX
What do you like best about the product?
Zendesk is a very user-friendly tool. It has a lot of options under workspace like triggered, automation and tags which makes it easier to filter out tickets.
What do you dislike about the product?
Changing the account owner is a task and requires a lot of details
What problems is the product solving and how is that benefiting you?
Helping me and my team solve tickets and respond to the users within a certain period of time.
Extensive amount of features for comprehensive customer service
What do you like best about the product?
The new AI enhancements are intuitive and extremely useful. Automatically pulls from key resources to provide relevant answers for internal and external staff.
What do you dislike about the product?
The coat is high. It would be nice if there were more flexible cost options or including features in the price of plans instead of add-ons.
What problems is the product solving and how is that benefiting you?
We handle a large volume of incoming calls and tickets. Our agents are able to efficiently address incoming tickets, associate incidents with problems for mass resolutions, and create their own work queues.
Zendesk is a great platform for our needs
What do you like best about the product?
Its rare that we have issues, but on the few occasions we have the support has been exceptional.
What do you dislike about the product?
For us there are very few, I am looking forward to improvements down the line and the new team members' preview looks great
What problems is the product solving and how is that benefiting you?
It makes managing a great number of emails into our business easy, traceable and we are more productive as a result
Straightforward, detailed support.
What do you like best about the product?
Direct to the point and offered to look into it further if the original response didn't resolve my query.
What do you dislike about the product?
Nothing really, service was to my expectations.
What problems is the product solving and how is that benefiting you?
Had an issue with retrieving detailed call information via API / Talk. They provided a summary and offered to look into individual calls if required.
Recommendations to others considering the product:
Ensure the help desk meets all your needs prior as features and updates are few and far between.
Zendesk has been great for the most part!
What do you like best about the product?
The built-in reminders are very useful!
The fact that there is an app to go along with the website is very nice as well
being able to chat to support via the app is awesome as well
The fact that there is an app to go along with the website is very nice as well
being able to chat to support via the app is awesome as well
What do you dislike about the product?
Don't like how there isn't a dark mode for the app or theme. As someone that's on zendesk ALL the time, the white screen can really annoy the eyes after only a couple hours.
What problems is the product solving and how is that benefiting you?
It helps with our IT tickets quite a bit, especially with efficiency. Helps us be more organized and productive as well. Which in return has helped with our performance since we're able to help more people at once.
Recommendations to others considering the product:
It's been great! Awesome way to track many tasks and trickets.
They have everything you need in a Support System
What do you like best about the product?
I like the all-in-one capabilities. Phone, Chat, Tickets and analytics all in one place. We recently also added social channels which has been a game-changer for us.
What do you dislike about the product?
Using Zendesk analytics is very difficult. Creating new reports is challenging and I always find myself having to read several helpdesk articles just to get a simple statistic. There are way too many helpdesk articles and the Zendesk chat support is very hit or miss. Every now and then I get someone who's very knowledgeable and can help me quickly but more often than not I get someone who really doesn't know what's going on and just recommends I read more helpdesk articles. Things could be way simpler like setting up post-ticket surveys and other automation triggers could also be a lot easier. There's no ability to export a list of all your knowledge docs which seems like a simple ask. Recently they removed the ability to sort tickets by subject line.
But with all that being said, I've used almost all the support software out there and Zendesk is the most robust. I think that it grew too much overtime and maybe the codebase got away from the Dev team and they're not able to clean it up because I would imagine at this point they would need to start over. It's way better than other programs I've used in the past but the UI could be vastly improved.
But with all that being said, I've used almost all the support software out there and Zendesk is the most robust. I think that it grew too much overtime and maybe the codebase got away from the Dev team and they're not able to clean it up because I would imagine at this point they would need to start over. It's way better than other programs I've used in the past but the UI could be vastly improved.
What problems is the product solving and how is that benefiting you?
It's giving our customers a place to contact our support team so that we can help them. They can chat, call, email or send direct messages on social and we can respond to them. The ability to see customer satisfaction in real time is it big benefit to us.
It is very user friendly ticketing portal, with good functionalities.
What do you like best about the product?
Less server glitch during calls.
100% Server uptime.
Good graphics with the best functionalities.
Best ticketing platform with less latency.
Zendesk is simple & user-friendly.
100% Server uptime.
Good graphics with the best functionalities.
Best ticketing platform with less latency.
Zendesk is simple & user-friendly.
What do you dislike about the product?
The search index should be improved.
Associates hear low voices from another end.
Associates hear low voices from another end.
What problems is the product solving and how is that benefiting you?
It is centralized access for our team members.
Available for detailed reports for associates.
Can manage over 100 calls a day without any latency.
Auditing calls is made easy now.
Available for detailed reports for associates.
Can manage over 100 calls a day without any latency.
Auditing calls is made easy now.
Recommendations to others considering the product:
It is a nice ticketing portal for your contact centre with some great features like call recording and call auditing.
Quick support
What do you like best about the product?
I enjoy using zendesk support because it has all the features I need for my team to perform efficiently. The ability to easily make changes and customize the experience is very helpful.
What do you dislike about the product?
I do not like that I have to pay more to have access to all the customized reporting. If these reports are not available it should be easy to export all ticket history to create reports myself but it is not.
What problems is the product solving and how is that benefiting you?
It is solving the problem of making it easy to capture customer information, feedback and support steps in one easy to use location. We are also using zendesk guide to capture help article information and store it in one easy to use location for both customers and coworkers alike.
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