Zendesk Suite
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Zendesk Support Suite
What do you like best about the product?
Zendesk is user-friendly. It was the very first customer service software that I used and I did not have a hard time navigating. I tried emails and chats, and it was very helpful that it opens a new tab.
What do you dislike about the product?
What I dislike about Zendesk is the interface for the canned responses. Sometimes, it appears disorganized and I couldn't seem to easily find the one I was supposed to use.
What problems is the product solving and how is that benefiting you?
Zendesk is quite helpful in providing excellent customer service when it comes to chats and SMS. The live chat option can be opened in a separate tab and it easy to use.
Easy to Learn and Manage
What do you like best about the product?
Ability to create and easily use response templates. Customer contact management is reasonably straight forward. Integrates well with email so your customers can reply via email.
What do you dislike about the product?
Some of the submit choices could be more intuitive. The search function doesn't seem as powerful as it could be. Doesn't pick up on duplicate contacts very easily.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is solving the problem of customer inquiry management. Many of our customers have a contact within our organization, but at a certain point they 'graduate' to ongoing support, which utilizes Zendesk to communicate with customers and solve their incoming tickets.
An efficient way for ticketing system
What do you like best about the product?
The easiest way to handle all the tickets. Probably the best ticketing tool I have used so far.
What do you dislike about the product?
Nothing much to say about dislikes since I have been using it for more than 4 years now.
What problems is the product solving and how is that benefiting you?
Easiest way to handle the ticketing system. All the client requests are assigned a ticket # which is very useful for all the future references.
A Brilliant CRM and Support Powerhouse With a Wide Range of Usages From Ticketing to Analytics
What do you like best about the product?
There are many great things about Zendesk Support Suite that I used throughout more than one year of my career experience.
Firstly, I like the simplicity of the software design. It is easier to navigate around, including views and groups. Those features are valuable for particular users to navigate around Zendesk Suite.
Secondly, the additional administration features allow users to manage Zendesk Support Suite in more advanced ways, including managing the permissions of particular users.
Thirdly, Zendesk Support Suite has multiple options to utilize integrations and additional features to help locate tickets more efficiently (for my business and operations purposes).
In short, because of its versatility, a powerful design and usability for users of all levels, Zendesk Support Suite makes a "powerhouse" (as the title suggests!)
Firstly, I like the simplicity of the software design. It is easier to navigate around, including views and groups. Those features are valuable for particular users to navigate around Zendesk Suite.
Secondly, the additional administration features allow users to manage Zendesk Support Suite in more advanced ways, including managing the permissions of particular users.
Thirdly, Zendesk Support Suite has multiple options to utilize integrations and additional features to help locate tickets more efficiently (for my business and operations purposes).
In short, because of its versatility, a powerful design and usability for users of all levels, Zendesk Support Suite makes a "powerhouse" (as the title suggests!)
What do you dislike about the product?
Some downsides of Zendesk include limited and complicated features, including:
- Automation rules that are not well explained or well thought out, such as executing triggers set for particular period of time;
- Limited number of search queries that prevents users from locating a particular ticket easily;
- Lack of advanced features, such as Regex (i.e. to easily locate a particular ticket) and limited trigger features that can be improved;
From the tell of the information provided, it is the series of implementation and improvements that should be taken into consideration to make Zendesk better in some areas.
- Automation rules that are not well explained or well thought out, such as executing triggers set for particular period of time;
- Limited number of search queries that prevents users from locating a particular ticket easily;
- Lack of advanced features, such as Regex (i.e. to easily locate a particular ticket) and limited trigger features that can be improved;
From the tell of the information provided, it is the series of implementation and improvements that should be taken into consideration to make Zendesk better in some areas.
What problems is the product solving and how is that benefiting you?
Few instances that Zendesk Support Suite solves include:
- Having to locate conversations for particular subject/topic (i.e. technical issues related to the department of my company);
- Sluggish operational process needed to complete particular tasks, including auto-sending letters and managing particular tickets;
That benefits me and many other members of the organization I am in. Some positive impacts include:
- Efficiently locate and solve tickets;
- Greater ease of use when it comes to solving issues;
- Better access to tickets without much strain;
- Therefore, tickets are solved quickly and smoothly!
- Having to locate conversations for particular subject/topic (i.e. technical issues related to the department of my company);
- Sluggish operational process needed to complete particular tasks, including auto-sending letters and managing particular tickets;
That benefits me and many other members of the organization I am in. Some positive impacts include:
- Efficiently locate and solve tickets;
- Greater ease of use when it comes to solving issues;
- Better access to tickets without much strain;
- Therefore, tickets are solved quickly and smoothly!
Zendesk Overview as a User
What do you like best about the product?
The zendesk is a user-friendly tool; I love that they require the agent to input a note before closing a ticket or a case, making it cleaner and more manageable if the customer reaches out again. The letters provide a summary of the case.
What do you dislike about the product?
Some people are complaining about the quality of the call; we also had a slight issue with the Shopify integration
What problems is the product solving and how is that benefiting you?
consistency with email answering since hey require a note before closing a case
Once great, now on a constant downward trajectory to useless annoyance
What do you like best about the product?
Easy to use and configure, messages to custoerms include the entire thread so that they do not need to use the web interface.Decent collaboration features for external users.
What do you dislike about the product?
Every new development makes the product LESS useful to us. Instead of improving the product it keeps getting worse. Customer feedback is consistently ignored and teh general attitude is 'we know what is best for you". Also, some of the most baisc filter fucntions are not avaialble.
What problems is the product solving and how is that benefiting you?
Zendesk is our tool for providing excellent, prompt, and consitent support to our customers and partners. We use it to have a standardized and collaborative approach to make sure we resolve questions and issues.
It's very hard to get help. Zendesk customer service is not efficient at all.
What do you like best about the product?
End-to-end support, with a help center portal, FAQ integration, and more.
What do you dislike about the product?
The BI tool needs improvement though, as it is not easy to use, and has proven to be useless.
It's very hard to get help when you need help. Zendesk customer service is not efficient at all , and it's very hard to talk with someone that understands the product and effectively helps you. Their first line/tier 1 agents are outsourced companies from third-world countries, that are completely disconnected from the main company.
It's very hard to get help when you need help. Zendesk customer service is not efficient at all , and it's very hard to talk with someone that understands the product and effectively helps you. Their first line/tier 1 agents are outsourced companies from third-world countries, that are completely disconnected from the main company.
What problems is the product solving and how is that benefiting you?
Manage support tickets and provide an FAQ portal.
RUN AWAY FROM ZENDESK
What do you like best about the product?
There is nothing I find valuable about Zendesk. The products are clunky, the support is non-existent after you get thruogh the sales process and they constantly try to sell you bot interaction as the future of Customer Care but their own bot is terrible at resolving issues.
What do you dislike about the product?
Everything. The way they handle issues is a pain, their products don't feel like they were tested by real customer care agents and are missing major features that inhibit the functionality of the products. They constantly upsell you on the next tier which means paying more per month to get very basic features.
What problems is the product solving and how is that benefiting you?
They are attempting to help us finalize a departure from Zendesk. Of course, it took way too long to resolve.
Developer
What do you like best about the product?
We can update fields and messages from Zendesk to Monday. I can create a new item on Monday by using Zendesk fields information and messages. So I can generally push data.
What do you dislike about the product?
We can not create a new ticket from Monday to Zendesk and I can not update any field and message. We must do them. I used another integration for them. We have to create new customers but we can not do it.
What problems is the product solving and how is that benefiting you?
It is helping us with the department. Some customer does not know English and knows Turkish. So we create the Turkish language department and the English language department. So every customer gets in touch their language.
Ease of use
What do you like best about the product?
I didn't need to contact support many times, as the tool is extremely self-explanatory, but when necessary, it offers a plethora of help materials, so I don't even end up contacting support via chat.
What do you dislike about the product?
I haven't had a negative point to describe yet.
What problems is the product solving and how is that benefiting you?
Integration of various communication channels for customer service into a single comprehensive tool, including reports and data dashboards
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