Zendesk Suite
ZendeskExternal reviews
6,505 reviews
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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
Simple and Easy to Use
What do you like best about the product?
Usability and robust options for creating dashboards and trackers for data metrics.
What do you dislike about the product?
Limitations on reporting. The support team often advises that a particular aspect or reporting need is unavailable.
What problems is the product solving and how is that benefiting you?
Integrated with our workforce management system.
Great ease of use for customer interactions, lacking in the reporting area
What do you like best about the product?
Able to create a robust categorizing system that is customizable and organized between channels. Makes cataloguing tickets a breeze and uniform between employees within the system.
What do you dislike about the product?
It's a bit difficult to look up past tickets or create reports based on specific criteria. The reporting set up and the view set up is pretty complicated as there are so many attributes.
What problems is the product solving and how is that benefiting you?
Ease of use and uniformity between employees. Integrates multiple channels into one place. Allows incoming tickets to be catalogued based on customizable criteria.
All in One Platform for CRM
What do you like best about the product?
Mozio has been using ZenDesk for years now and their multi-channel strategy has helped us ensure our customers receive a seamless experience through and through.
What do you dislike about the product?
The recent direction in their Support level. In the past we were able to reach a live agent via phone or chat relatively fast. Nowadays they've switched to no phone support and an Answer bot solution instead of chat. For the price we pay, it feels like the responsibility falls on the customer to solve a technical issue and it takes away from the time our operation has to work on a real problem.
What problems is the product solving and how is that benefiting you?
With ZenDesk Support Suite we're able to centralize all channels needed for supporting our customer's requests in one place making it more efficient for our team to work on the issues reported by our customers.
Helpful ticketing system with integrations we use
What do you like best about the product?
Zendesk helps keeps all of our customer communication in one place
What do you dislike about the product?
There are some notification customizations I would prefer to have show internal versus relying on email notifications only
What problems is the product solving and how is that benefiting you?
Tracking client requests and collaborating with team members to solve issues.
We do not use Zendesk support suite, we use the guide.
What do you like best about the product?
That it's easy to write articles on the site, edit them, add tags, include images, raise tickets, add new users, remove them, suspend them, and share the links of those items.
What do you dislike about the product?
So many failures along the way, almost every day, I receive emails from Zendesk informing me that they have detected that this or that functionality is not working correctly and that they will fix it.
It is not as easy as they have made it seem to make adjustments or changes to the code to implement something, even if I have a developer helping me.
The classification of information is terrible, there should be a much easier way to show or hide each article per user depending on their email or something similar.
Data reliability, I doubt that the data that Explorer shows is real.
It is not as easy as they have made it seem to make adjustments or changes to the code to implement something, even if I have a developer helping me.
The classification of information is terrible, there should be a much easier way to show or hide each article per user depending on their email or something similar.
Data reliability, I doubt that the data that Explorer shows is real.
What problems is the product solving and how is that benefiting you?
Right now, I don't have a problem to solve with product support personnel, however, on previous opportunities I have raised tickets to review why certain adjustments to the code did not work and they didn't even give me an answer; they stopped responding.
Competition For Freshdesk
What do you like best about the product?
A very well-detailed platform that displays and categorizes the various stages of customer communication. You have insightful reports and an effortless overview of all communication sent and received by your team.
What do you dislike about the product?
A few emails tend to go to the spam folder for some clients, also the email to Zendesk notification can be better, as well as the UI in which Zendesk is displayed on your email notification as well on the website itself.
What problems is the product solving and how is that benefiting you?
It is a cost-effective alternative to Freshdesk, that facilitates not only customer-to-customer communication but internal communication as well. The multi-tab functonality adds a nice touch to those who wish to have all priority communications scheduled in order to action.
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