Zendesk Suite
ZendeskExternal reviews
6,650 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Zendesk is very user friendly for small & medium businesses
What do you like best about the product?
Ease of use, view of all my tickets in one screen, ability to create different views, automating tasks, self-help
What do you dislike about the product?
It's hard to know what can be automated. More organized self-help section.
What problems is the product solving and how is that benefiting you?
Allows us to respond quickly and surface enterprise-wide incidents, automating repetitive tasks
The meain reason is Zendesk is a super complete tool.
What do you like best about the product?
It is super user-friendly and easy to use.
What do you dislike about the product?
The pricing seems to be very high.......
What problems is the product solving and how is that benefiting you?
It is the main tool we use to communicate with our customers.
Efficient and thoughtful service!
What do you like best about the product?
Access to a large suite of helpful tools and insight features with awesome customer service when needed. Zendesk allows our customer service agents to converse with our client base easily and efficiently.
What do you dislike about the product?
The Zendesk Help center and forums tools are not as robust as we would like. They are missing features and customization options that we feel would need in order to achieve our goals.
What problems is the product solving and how is that benefiting you?
Great customer service tools that ensures our customer support team is listening to our client base by monitoring statistical data in order to adjust our benchmarks.
Great tool for ticketing
What do you like best about the product?
Easy, intuitive program that works with many integrations and apps
What do you dislike about the product?
It is not possible to get desktop notifications for email tickets received
What problems is the product solving and how is that benefiting you?
Allowing me to connect with all teams through integrations and separate view inboxes
Recommendations to others considering the product:
Set up your integrations and workflows first before getting too deep in customer emails/chats
With Zendesk since 2016 and overall it has been a good experience
What do you like best about the product?
I like the ability to modify workflows and reporting. Help Center is an easy user experience to set up as well as the chat widget. I'm not sure how it compares to other platforms, I've only used Zendesk. I would like to see the ability to send mass texts and emails without putting in one user at a time.
What do you dislike about the product?
I have had a hard time with the support. In the past, agents want to point you to an article right away. While I appreciate that, I'm not taking the time out of my day to be sent an article. I'm writing in for hands-on help to figure something out. Zendesk is a beast of a platform and there is so much back-end configuring required to create or modify new things. With recent changes, you are now telling your accounts what's considered urgent or not when sending a chat request. I personally don't appreciate that. I may be able to communicate with my clients but I have missing tickets which impacts our business. That's important to us. Also, when I take time out of my day to solve a Zendesk issue, I want to solve it when it works with my schedule, not yours. The new process doesn't feel client-centric at all.
What problems is the product solving and how is that benefiting you?
It provides a ticketing platform for our company that allows robust reporting. We have all features in one place, calls, chats, and emails. All of this has allowed our business to get ahead of problems with reporting or has allowed us to provide a quick fix before issues get out of hand.
Easy to use, wish there was more reporting
What do you like best about the product?
Ease of use and ability to link problem tickets. Its easy to integrate with dialpad and live take notes during calls.
What do you dislike about the product?
hard to filter and find specific tickets. Typically you have to search for keywords to find the ticket you're looking for, not filterable by time frame.
What problems is the product solving and how is that benefiting you?
quickly connecting calls to tickets, it was hard for us in our old program to take live notes while on a call.
Recommendations to others considering the product:
I would recommend it for teams looking to grow, it makes it easier to take details notes.
My feedback
What do you like best about the product?
Lily was extremely helpfull with our chatbot project
What do you dislike about the product?
nothing really to dislike. everything seemed easy
What problems is the product solving and how is that benefiting you?
helping us wiht our busy customerservice
Recommendations to others considering the product:
easy to manage, easy to use.
Great Support Experience
What do you like best about the product?
Almost everything you want from a support chat app. Inline articles were the most useful.
What do you dislike about the product?
I was not able to paste an image from my clipboard
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helped me quickly and efficiently solve an issue I was having with Zendesk and let me get on with my day.
Knowledege base questions answered
What do you like best about the product?
Ram was super easy to talk to and well versed in the subject matter
What do you dislike about the product?
I had to go thru the chatbot function again on a separate question. Why ask, ' is there anything else I can help you with' when you are going to redirect me?
What problems is the product solving and how is that benefiting you?
Knowledge base acesss.
Recommendations to others considering the product:
It could be more user friendly in terms of setting up triggers and autoresponses.
Powerful Support Platform with Rapid AI Innovation
What do you like best about the product?
Zendesk Support continues to be a powerful and flexible tool that allows teams to tailor their support workflows to their needs. The reporting capabilities are especially strong and make it easy to build useful dashboards and insights with only a few steps. Zendesk has also been investing heavily in AI tools, which is exciting and shows they are focused on innovation and improving support efficiency.
What do you dislike about the product?
Zendesk has been rolling out a lot of new AI capabilities very quickly. While the direction is exciting, some of the tools still feel early and many of the examples and use cases appear to be more tailored toward e-commerce environments. As a SaaS-based company, some of those workflows do not translate as naturally to our support model. It would be great to see more SaaS-focused AI use cases and refinement as these tools continue to mature.
What problems is the product solving and how is that benefiting you?
Reporting needs! Being able to create queries and dashboards that are using live data and can be shared with our VPs or cite managers is a game-changer. Once it is all set up the users can either receive them as a snapshot or have the capability to update the dates your reports are being run for! Love it!
Recommendations to others considering the product:
Do it!
showing 1,121 - 1,130