Zendesk Suite
ZendeskExternal reviews
6,474 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great Product, Poor Support
What do you like best about the product?
The Support Suite is very robust. Internal communication options are varied, allowing you to work in the product of your choice and link that internal communication to the ticket through integrations with Slack, Teams, Jira and more. Managing ticket routing is easy with triggers and automations to make sure the right teams are addressing the issue submitted and having managed canned responses for your agents is easy using their macros.
Having worked as both an Agent, Manager and Admin in Zendesk, the permissioning works well to make sure the right roles have the right access to best accomplish their responsibilities.
Having worked as both an Agent, Manager and Admin in Zendesk, the permissioning works well to make sure the right roles have the right access to best accomplish their responsibilities.
What do you dislike about the product?
If you have any issues with the system, you will have trouble getting resolutions from the Zendesk Support team. They will often not do basic troubleshooting, investigate examples you've provided, and sometimes not even provide resolutions. While their Support team used to be fantastic, it has decreased significantly in the past few years, first when they went to a swarming support method and then a significant drop again when they went private in 2022.
Posting issues on their community boards for their product will be hit or miss if you ever get a response from the Product team, and even if you do, the follow-up the Product team will likely not align with any dates or timelines they have provided you. Ex. If they say to expect an update by the end of the year, you might not hear anything for two years.
Posting issues on their community boards for their product will be hit or miss if you ever get a response from the Product team, and even if you do, the follow-up the Product team will likely not align with any dates or timelines they have provided you. Ex. If they say to expect an update by the end of the year, you might not hear anything for two years.
What problems is the product solving and how is that benefiting you?
The ease of insight across teams into the tickets that need to be managed and prioritizing which tickets are managed first through Zendesk's SLA features helps our departments stay informed and on top of important customer issues.
Zendesk is for those who likes Lego
What do you like best about the product?
Zendesk provides everything in one place, which is very useful. It helps organizations to bring up all channels quick: Knowledge Base, Community, Support Email, Web, Chat, and phone. It supports a lot of integrations and customizations.
Extensive documentation is a good example for organizations on "how to do it" right.
API is powerful, well documented, working reliably, and is a good addition to the UI.
Extensive documentation is a good example for organizations on "how to do it" right.
API is powerful, well documented, working reliably, and is a good addition to the UI.
What do you dislike about the product?
However, the implementation is minimalistic and often insufficient, like Community, for instance. New features and improvements are coming to Zendesk too slowly. Visual component, though very distinguishable, is lacking behind the competition. UI/UX workflows haven't changed in years.
Yes, Zendesk has extensive, and probably one of the best documentation repositories, however, zendesk doesn't share its best practices with its customers, not only in the documentation world but in the support world as well.
Interestingly enough, that company whose entire business is helping others build support organizations doesn't have good support. Support managers do not open tickets with Zendesk support motivating it that it won't be answered anyway. Essentially, if you can't do something with zendesk - you are on your own.
Yes, Zendesk has extensive, and probably one of the best documentation repositories, however, zendesk doesn't share its best practices with its customers, not only in the documentation world but in the support world as well.
Interestingly enough, that company whose entire business is helping others build support organizations doesn't have good support. Support managers do not open tickets with Zendesk support motivating it that it won't be answered anyway. Essentially, if you can't do something with zendesk - you are on your own.
What problems is the product solving and how is that benefiting you?
Zendesk provides Support, Knowledge Base, Customer Self service, all in one place with one tool:
- Self Service
- Knowledge Base
- Commiunity
- All Support Channels
- integrations.
- Self Service
- Knowledge Base
- Commiunity
- All Support Channels
- integrations.
Not a complete tool but its what we have in the market
What do you like best about the product?
The basic tools are perfect for Support/CS workspaces that don't need a high level of complexity.
Zendesk Guide is fire tho.
Zendesk Guide is fire tho.
What do you dislike about the product?
Every time you want to customize something Zendesk won't let you.
You want to insert HTML through a macro? Nope
You want to insert a HTML through a markdown in a Macro? No
You want to send manually customer surveys to guarantee that the client answers at the same time he sees the final answer? Nope
The examples i gave above are the last issues I had while trying to implement change in our support workflow, but this applies to every other tool. Your development culture is based on not letting your customer customize tools to their own needs.
And the thing is there is no real competitor, only micro services between each country.
You want to insert HTML through a macro? Nope
You want to insert a HTML through a markdown in a Macro? No
You want to send manually customer surveys to guarantee that the client answers at the same time he sees the final answer? Nope
The examples i gave above are the last issues I had while trying to implement change in our support workflow, but this applies to every other tool. Your development culture is based on not letting your customer customize tools to their own needs.
And the thing is there is no real competitor, only micro services between each country.
What problems is the product solving and how is that benefiting you?
Customization is impossible
Good tool to communicate with our end users but needs some enhancements yet
What do you like best about the product?
Zendesk provides a centralized platform for managing customer inquiries, tickets, and feedback, through various channels such as email, phone, chat, and social media.
Customizable interface: Zendesk allows users to personalize the look and feel of the software to match their brand and offer a seamless customer experience.
Multi-channel integration: Zendesk integrates with various other tools and platforms, allowing for a unified customer service experience across multiple channels.
Customizable interface: Zendesk allows users to personalize the look and feel of the software to match their brand and offer a seamless customer experience.
Multi-channel integration: Zendesk integrates with various other tools and platforms, allowing for a unified customer service experience across multiple channels.
What do you dislike about the product?
Lack of integration with some popular CRM and enterprise tools.
Delay in receiving customer tickets, which should be in a timely manner to respond instantly while the customer is online
Complexity in customization of the contact profiles with custom fields.
Delay in receiving customer tickets, which should be in a timely manner to respond instantly while the customer is online
Complexity in customization of the contact profiles with custom fields.
What problems is the product solving and how is that benefiting you?
Customer Service Management: Zendesk provides a centralized platform for managing customer inquiries, tickets, and feedback, through various channels such as email, phone, chat, and social media.
Team Collaboration: Zendesk enables support teams to collaborate and share information, improving response times and customer satisfaction.
By solving these problems, Zendesk helps companies to improve customer satisfaction, support team efficiency, and overall customer service operations. This can result in increased customer loyalty, improved reputation, and increased revenue.
Team Collaboration: Zendesk enables support teams to collaborate and share information, improving response times and customer satisfaction.
By solving these problems, Zendesk helps companies to improve customer satisfaction, support team efficiency, and overall customer service operations. This can result in increased customer loyalty, improved reputation, and increased revenue.
Reporting Engineer
What do you like best about the product?
Zendesk provides a complete view of communication with the customer. It is also easy to attach any sort of document to the message threads. Also, internal messages offer good communication with your team for each ticket; you even don't need any external communication channels.
What do you dislike about the product?
Using Zendesk might be challenging to use for newbies who would be working on support teams, especially the views. The notification emails also tend to get out of control. It is also difficult to track each ticket's progress; thus, it does not provide transparency for the customer.
What problems is the product solving and how is that benefiting you?
Zendesk provides an easy-to-use support tool for customers. In my experience, customers are more comfortable submitting requests to Zendesk. They can also attach screenshots, screen recording videos, or any attached documents.
Awesome for ticket management but that's about it.
What do you like best about the product?
Perfect ticket management solution if that's the only thing you'd need. Relatively easy to learn, even for inexperienced users (as long as they have previously used some sort of ticket management system).
What do you dislike about the product?
The rest of the products are mediocre at best, unfortunately. Contact (account) management, Zendesk Talk, and SMS are just good enough; nothing really outstanding.
What problems is the product solving and how is that benefiting you?
We're currently using Zendesk Support Suite just for its ticketing (incoming emails are converted into tickets) capabilities while taking advantage of its automation options.
A bit complex to set up at times, but once you do, it can be super powerful.
What do you like best about the product?
Zendesk is highly configurable and allows you to create very specific processes, automations, tools, and more. For the most part, it seems like almost anyone should be able to make it work for their process.
What do you dislike about the product?
Some basic functionality is missing such as the ability to export tickets and their data. Also, even though there is often a way to do what you want or configure some automation or filter, it can be super non-intuitive and difficult to figure out. That being said, the support they provide usually helps get the job done.
What problems is the product solving and how is that benefiting you?
Zendesk gives us a system to organize customer requests and keep track of responses. This helps us keep our standards high!
Takes some getting used to
What do you like best about the product?
Good reporting features; full suite of support avenues; great for supporting one-party tickets; ZenDesk's customer service team is top-notch; tags are excellent to have
What do you dislike about the product?
Internal/external replies user interface is clunky; no way to switch tickets into correct view/inbox; no built-in snooze function; when needing to loop in multiple parties on a ticket, ZenDesk falters compared to just regular email (i.e. - when resolving a dispute); no way to delete spam tickets that make their way into your regular views; batch updating tickets is finicky and does not always work; pictures/HTML within tickets do not always load properly and email threading can be hard to follow; no way to filter your personal view to only see open/pending/solved tickets, so you have to scroll through instead; no way to mark tickets as priority; way too many email notifications for daily users; sometimes there is not an option to return a call back in the same ticket, sometimes there is?; ticket threads do not always forward when sending to an external email or party
What problems is the product solving and how is that benefiting you?
Reporting analytics for our operations team. This allows us to ensure that issues are solved timely and that we have enough bandwidth for our queue.
It's great but it needs more tools for admins
What do you like best about the product?
Ease of use and seeing as how it is the top most used tool for tickets
What do you dislike about the product?
There's some tools that would make it easier to manage, like being able to see who made which changes and when and also a better way to sort the views.
What problems is the product solving and how is that benefiting you?
It's a nice way to keep track of all tickets and whether they've been solved or not
Its a great platform - few things needed to make full rounded
What do you like best about the product?
The amount of data there is access to for reports - visibility of each staff member is key and overall design and customisation is really
What do you dislike about the product?
Addition of a few features like ability to report on custom statuses and visual of the call working through the team.
What problems is the product solving and how is that benefiting you?
Efficiency taking calls and dealing with the customers
showing 101 - 110