Zendesk Suite
ZendeskExternal reviews
6,542 reviews
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Zendesk as your company's 5 stared CRM
What do you like best about the product?
Wide opportunities of automation, very smart and solid solution. Special programs for startups and trial period to test-drive the solution without any commitments.
What do you dislike about the product?
The solution is very well developed and that's why it requires some time to learn about all the features, triggers, automation etc.
What problems is the product solving and how is that benefiting you?
Zendesk is your company's enterprise-class CRM system!
Does the job pretty well. Cust support is hit/miss and their acquisition will likely make it worse
What do you like best about the product?
The system works great and does what is says. It is a mature platform with a fully-featured API
What do you dislike about the product?
Customer support is not very good. Many hoops are required just to even interact with an agent and almost all customer support must be done in a tiny chat window that only shows up on some pages of their website. They were recently purchased by private equity, so expect the service to begin a downward spiral.
What problems is the product solving and how is that benefiting you?
The provide a platform for customer support and it works as advertised. It's fine
The most powerful and feature rich support solution on a similar level to Freshdesk.
What do you like best about the product?
A lot of possibilities for supporting customers. Also automating things to prevent manual support.
What do you dislike about the product?
A huge amount of easy and small feature request are waiting since years in the community. Easy to fix but Zendesk is only focussing on new products they charge again for. Basically giving the look of Zendesk being greedy while already having huge prices while especially the more expensive plans additional functions do not really justify the often doubled prices.
What problems is the product solving and how is that benefiting you?
Providing a solution for customer support that can help fixing customers problems while also being able to save time because of automations.
Outstanding application, easy to configure and even easier to use!!! 5 Stars!!!!
What do you like best about the product?
Ease of use, Zendesk does more for me automatically than I could have ever imagined and the configuration was sooooooo simple and easy.
What do you dislike about the product?
Light agent roles only allow for internal comments. If they submit request via email as an end user it does not append the comments or email as a public reply.
What problems is the product solving and how is that benefiting you?
Zendesk is providing me reporting and the ability to escallate while keeping the same ticket and form available. It allows multiple different departments to input and track tickets worked by the support staff.
Very Quick response and recommendation
What do you like best about the product?
The suite is very easy to use. I like the number of options that are given to resolve an issue.
What do you dislike about the product?
I am still waiting for a response to my comment on the Community Article.
What problems is the product solving and how is that benefiting you?
Zendesk is solving my issue of creating a more unified and simplistic experience for my website.
Zendesk: The ultimate solution for frictionless customer support
What do you like best about the product?
Zendesk has a user-friendly interface that makes it easy to manage and respond to customer support requests. The platform also offers a wide range of integrations with other tools and services, which has helped streamline our support process.
One of the standout features of Zendesk is its robust knowledge base and self-service options. This has allowed us to reduce the number of incoming support requests and provide our customers with the information they need to solve their own issues. The analytics and reporting tools in Zendesk are also top-notch, providing valuable insights into customer behaviour and support trends.
Overall, I highly recommend Zendesk for any business looking to improve its customer support operations. The platform is feature-rich, easy to use, and provides excellent value for its price.
One of the standout features of Zendesk is its robust knowledge base and self-service options. This has allowed us to reduce the number of incoming support requests and provide our customers with the information they need to solve their own issues. The analytics and reporting tools in Zendesk are also top-notch, providing valuable insights into customer behaviour and support trends.
Overall, I highly recommend Zendesk for any business looking to improve its customer support operations. The platform is feature-rich, easy to use, and provides excellent value for its price.
What do you dislike about the product?
It's difficult to report on Zendesk data with an external BI tool. Zendesk Explore does a great job of helping you visualise your Zendesk data, but if you want to combine this with other business metrics then it's often necessary to create a table report and export it manually. It is possible to access your Zendesk data via an API, but it's raw and does not benefit from the data modelling that happens inside Explore.
What problems is the product solving and how is that benefiting you?
With Zendesk, we can centralise all of our support channels in one place, making it easy to keep track of customer conversations and ensure that no inquiries slip through the cracks. The platform also offers us a range of self-service options, including a comprehensive knowledge base and FAQs. This means our customers can find answers to common issues on their own, which has helped reduce the workload on our support team and improve the overall experience for our customers
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.
Decent platform, but the customer support and account management is awful
What do you like best about the product?
The platform is completely customizable to all businesses. They support many of the contact channels currently available for customer all in a single platform.
What do you dislike about the product?
The customer support and account management is awful on a good day. You can wait months for a response.
They have terms and conditions in place, but don't follow them internally. They expect customers to follow their terms, but won't do so themselves. It's criminal, but who has the time, I just take my clients elsewhere now.
I have been working with Zendesk for 10 years and still get this kind of support. Imagine you're a new customer of theirs. Based on the other reviews I see here, Zendesk is taking a step backwards. If you're an ecommerce business, use Gorgias - they are incredible. Intercom, Drift, Kustomers, all much better options if you want to be treated like a good customer.
They have terms and conditions in place, but don't follow them internally. They expect customers to follow their terms, but won't do so themselves. It's criminal, but who has the time, I just take my clients elsewhere now.
I have been working with Zendesk for 10 years and still get this kind of support. Imagine you're a new customer of theirs. Based on the other reviews I see here, Zendesk is taking a step backwards. If you're an ecommerce business, use Gorgias - they are incredible. Intercom, Drift, Kustomers, all much better options if you want to be treated like a good customer.
What problems is the product solving and how is that benefiting you?
Zendesk helps capture all interactions in a single place. It makes the support requests easy to manage. The reporting tool, Explore can report on almost anything.
Wonderful ticketing system with all the features we could ask for.
What do you like best about the product?
ZenDesk supports multiple organizations as well as live chat that our employees can use to get in contact with us and feel like their needs are being immediately met and not have to wait on an email response that makes them feel like they're screaming into the void with no answers.
What do you dislike about the product?
The system could use a little bit better incoming email filtering for our different departments and organizations. We have a US as well as a Canadian branch. Both of those have multiple departments within them that use the ticketing system and the sorting could be done quite a bit better based on that.
What problems is the product solving and how is that benefiting you?
ZenDesk makes supporting our employees needs super simple with all of the features such as chat that can be utilized to keep our customers happy. The quick snappy feel of the interface makes closing multiple tickets very easy and seamless.
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