Zendesk Suite
ZendeskExternal reviews
6,474 reviews
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User friendly
What do you like best about the product?
The Zendesk fields help me to determine the ticket details
What do you dislike about the product?
I am sure that I don't have dislikes using this platform
What problems is the product solving and how is that benefiting you?
The close per hour is because last time the Close per hour is encountering an error but Zendesk was fixed already.
Excellent platform, customer experience can be a bit lacking though sometimes
What do you like best about the product?
The platform is clean and easy to use. It's very rare to have outages, and generally a reliable platform. Great functionality and is overall a dream to use.
Compared to competitors, Zendesk is a much more mature platform that has been refined and carefully thought through. I did consider moving recently but quickly came back after trialling another platform.
Compared to competitors, Zendesk is a much more mature platform that has been refined and carefully thought through. I did consider moving recently but quickly came back after trialling another platform.
What do you dislike about the product?
Dealing with sales, especially when trying to downgrade. I had an absolute nightmare trying to downgrade my plan recently. I was literally begging to get help. The sales team don't want to hear from you unless you're looking to spend money.
It was resolved in the end, but it was a lot of work and stress to get a resolution. If it wasn't for that experience, I'd be giving the highest rating.
It was resolved in the end, but it was a lot of work and stress to get a resolution. If it wasn't for that experience, I'd be giving the highest rating.
What problems is the product solving and how is that benefiting you?
Using Zendesk allows us to centralise all our customer communications into one place for all our brands and communication channels. It helps the team collaborate and stay organised. It also allows for automation to speed up workflows, whilst maintaining some degree of personalisation. It is our single platform for talking with customers, other than the physical mail we get from time to time which, to be fair, gets digitised and put into Zendesk.
Great in its basic functions but can be a little complicated when customizing/configuring
What do you like best about the product?
I like being able to see the team's tickets at a glance. The integration with ChurnZero is quite helpful.
What do you dislike about the product?
I dislike that there is no way to use a round robin approach to auto assigning tickets. Implementing some of the new rollouts/features is really complicated and it is difficult to know if you are doing everything right. We also have been having some customers report that they are not receiving our responses sent from Zendesk.
What problems is the product solving and how is that benefiting you?
Auto assigning and tracking of conversations for our tech touch team that operates as a pooled CS model.
Great Value for smaller companies but significantly lacking compared to more robust products.
What do you like best about the product?
Filed rules and automation are very easy to use and require no advanced training or complex configuration. You can send emails when certain events occur, set fields based on conditions and more with very simple and easy-to-use filters.
What do you dislike about the product?
Reporting and dashboards are significantly more complex to use out of the box. If you want any kind of advanced reporting you need to create or follow a zendesk article just to be able to report on certain basic values. Dashboards are limited in size and how many reports you can add (which makes sense so you don't overload them, but they seem to be cutting it off much too quickly). Something as simple as colour coding fields based on values over or under X needs to be done via code rather than a simple field setting.
What problems is the product solving and how is that benefiting you?
It provides us with an affordable and easy-to-use ticketing system. It has all the basic requirements of a support tool with a good number of reporting and advanced functions to connect with, communicate and assist our customers with issues and resolve them.
Works as they want it to work
What do you like best about the product?
Seamless integration of chat email and social media
What do you dislike about the product?
Creating reporting is a monster and not enough resources for a novice without paying for additional support.
What problems is the product solving and how is that benefiting you?
Able to take all customer interactions in one spopt
a bit complicated but still efficient
What do you like best about the product?
the easiest way to make contact with customer and have their feedback live
What do you dislike about the product?
the fact that the new updated is so limited and can be difficult to get use to specially that now everything is in one dash
What problems is the product solving and how is that benefiting you?
it is the best platform to have feedbacks from customers and partners and have a direct chat with them and traceability through tickets
A new world, with many pros and some cons
What do you like best about the product?
It gives you the freedom and tools to develop a structure in your customer support channels while maintaining flexibility to adapt to your needs. Evaluations of competitors have shown a higher degree of personalisation.
Support truly works their way up to the solution of bugs found.
Support truly works their way up to the solution of bugs found.
What do you dislike about the product?
Research doesn't work wonderfully:
- shows you all the results, but the preview is the first line of the conversation, not the specific line where the keyword is found
- if you search for a specific tag with the operator "*" at the end and then order for a particular column, the operator "*" is lost (now SOLVED by issuing a ticket to the support)
Other points:
- if the ticketing system is in CC and not in TO, the message is shown as if it was sent to the ticketing
- the architecture of what happens when an agent is in CC with its email is somewhat complicated or unclear, sometimes generating unwanted extra notifications or lack of notifications
- when proactively creating a ticket to answer a call, for example, the first message never goes out, need to remember to provide a first update on the message
- shows you all the results, but the preview is the first line of the conversation, not the specific line where the keyword is found
- if you search for a specific tag with the operator "*" at the end and then order for a particular column, the operator "*" is lost (now SOLVED by issuing a ticket to the support)
Other points:
- if the ticketing system is in CC and not in TO, the message is shown as if it was sent to the ticketing
- the architecture of what happens when an agent is in CC with its email is somewhat complicated or unclear, sometimes generating unwanted extra notifications or lack of notifications
- when proactively creating a ticket to answer a call, for example, the first message never goes out, need to remember to provide a first update on the message
What problems is the product solving and how is that benefiting you?
Let me manage custom fields for every support case and make some of them mandatory to solve it.
Let me better manage and control the status of each request and the general workload in a particular moment
Let me have a deeper understanding of what we do every day and how things are evolving thanks to a great KPI suite
Let me better manage and control the status of each request and the general workload in a particular moment
Let me have a deeper understanding of what we do every day and how things are evolving thanks to a great KPI suite
Good follow thru
What do you like best about the product?
The agent kept up and responded in a timely manner
What do you dislike about the product?
That I could not chat directly with an agent
What problems is the product solving and how is that benefiting you?
Zendesk can be very difficult at times but the articles are good
Zendesk support is lacking
What do you like best about the product?
The best is probably the UI and the way tickets work
What do you dislike about the product?
There can be a lot of issues, and easy to create inefficiencies. Support for issues is also not great
What problems is the product solving and how is that benefiting you?
It is helping us resolve issues in our units and issues with our guests
The tool perfect but it's success really depends on the customer support's quaility.
What do you like best about the product?
Zendesk is a perfect tool, and it's easy to use and configure. You do many changes and configurations without having support. Their document store is excellent. Most of the possible questions are already answered there.
What do you dislike about the product?
The finance team was not willing to support us. We just wanted to change the subscription model, but it took 18 days because of taking no action, we had to create a new account and configure it. On the other side, our account executive didn't care about it and has provided no support or guidance. The Zendesk experience is strongly connected to having good support. If you are working with good support team and account executive, it affects the tool's success.
They are not willing to provide a discount.
Their startup program is totally useless.
They are not willing to provide a discount.
Their startup program is totally useless.
What problems is the product solving and how is that benefiting you?
The tool was built really nice. You can reach your customer via different channels. There are few alternatives to it. Only Freshdesk can do it, but its support was also poor. Having call functionality besides WhatsApp and social media channels are perfect.
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