Zendesk Suite
ZendeskExternal reviews
6,478 reviews
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Never trust what they say during a sales presentation.
What do you like best about the product?
The platform looks nice on the surface, but in the end was completely unusable to our enterprise. They lied during the sales presentation which induced us to buy, now we spent $18,000+ on a platform that we get zero use out of.
What do you dislike about the product?
Was promised that their platform would work with our VOIP provider. Signed the contract and now they tell me that it actually won't work, which effectively makes it useless for us. Lost $18,000+ because of them, they won't take any responsibility at all. Tried for over a month and a half to work things out with them and they even said they would do something in then later stopped answering calls and emails, we tried to go up their management chain, no one would reply. I'm happy to go in detail about my experience, please reach and I'm happy to share this horrific experience with them. I would not heed any assurances they give, they are liars. Despicable for a Fortune 500 company. I'd run far far away from them.
What problems is the product solving and how is that benefiting you?
It's unusable for us. We never went past the onboarding phase since the platform does not integrate with our systems like they promised.
Very powerful but administratively a nightmare to set up and maintain
What do you like best about the product?
The are the leader in the industry so everyone integrates with them which is nice. They have all of the tools that you would need for a support desk of any size. Ai tools are powerful.
What do you dislike about the product?
The administrative and setup screens are not at all intuitive. This causes problems with the IT team, making it too difficult. To setup things, you have to switch to multiple administrative centers which is too much work. In attempting to follow instructions you don't know which administrative center you are supposed to be in to do things. It's one of the most expensive solutions.
What problems is the product solving and how is that benefiting you?
We set this up for customer facing support, this did boost efficency however the administrative problems led us to start looking and we currently favor Freshdesk over Zendesk based on our research even though Zendesk has a more powerful AI chatbot solution.
Zendesk helped me a lot to review my cases
What do you like best about the product?
Zendesk helped me to checked all of my work related concerns and to solve it easier.
What do you dislike about the product?
I like everything about this platform it helped a lot.
What problems is the product solving and how is that benefiting you?
It benefits me to make my life easier by using Zendesk support
Detailed support
What do you like best about the product?
I appreciate the ease of contacting a live agent directly, but I also appreciate the chat bot's attempt to match my topic of concern. Also, I love the number of community and team knowledgebase articles available.
What do you dislike about the product?
I am not in love with the amount of time it can take for an agent to respond to my request, and I used to be able to respond to the ticket in my email, but for some reason, I guess that functionality has been discontinued.
What problems is the product solving and how is that benefiting you?
Support was able to help me resolve a minor concern with auto-assigning unassigned pending tickets. I've contacted many times before, and am usually very satisfied with the response.
Review for zendesk
What do you like best about the product?
Zendesk is good tool, very much customer centric.
What do you dislike about the product?
No reason to dislike all good with Zendesk tool.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite solving my issues properly and benefiting you.
It's a great system
What do you like best about the product?
It's user friendly and fast (no laggy load times). The automations are great if you have the Teams version.
What do you dislike about the product?
You cannot easily forward emails to people outside of Zendesk. It needs a forwarding feature..
What problems is the product solving and how is that benefiting you?
It allows us to keep correspondence in one place with easy reference to ticket numbers, which makes going back and finding conversations very easy.
Taylor G. is the Greatest Asset to the ZD Support Staff
What do you like best about the product?
I like Taylor G the best. He is the third support staff member that I spoke with and the first to offer me a full resolution. I don't have admin rights to our account so Taylor not only sent me the links to the articles discussing how to fix our problems he also sent screenshots so I could pass those on to our admin. He was timely, he was considerate--everything that I want and someone who is supporting me.
What do you dislike about the product?
Getting support through a widget it's undesirable. I don't know if I'm going to get someone who only has minutes left in their shift so I won't get answers and they don't tell you when they leave.
What problems is the product solving and how is that benefiting you?
Messaging issues
Experience with zendesk
What do you like best about the product?
I like the best when you can easily find the solved and closed ticket to get your monthly performace and also I like using the macros on the zendesk since they are very easy to use
What do you dislike about the product?
i quite dislike the zendesk when I'm using the play button since it cannot respond accurately when there's so many users who are active and cannot assign ticket to you properly
What problems is the product solving and how is that benefiting you?
The request of every client were able to solve using this zendesk and it is very user friendly that we can get our quotas for the job and we can also meet the expectations of clients
Easy to use. Require very little training
What do you like best about the product?
Ease of use.
Greate knowledge base.
Support team is very responsive
Greate knowledge base.
Support team is very responsive
What do you dislike about the product?
Very restricted in the basic package. Very minimal in the offering.
Things that I come to expect as basic are not suggested - like configuring reports, etc....
Things that I come to expect as basic are not suggested - like configuring reports, etc....
What problems is the product solving and how is that benefiting you?
Very friendly out of the box customer support
It offers a lot of options to tailor the tool to your teams needs.
What do you like best about the product?
There are a lot of options for automations to make the support agents' lives easier. We have a complex team structure and processes and can still accommodate them. Most of the time the product is intuitive to use. The documentation is extensive and helpful.
What do you dislike about the product?
Sometimes small feature requests, that seem they should be standard in the product, take forever to be implemented or are never implemented at all. It has happened a couple of times that I was looking to do something and found a feature request from 2017 and it's still not there, even though there are lots of people who are asking for it.
What problems is the product solving and how is that benefiting you?
Our support team is spread across the globe, we have customers in different time zones and some of them need special treatment. Using triggers, groups, views and multiple SLAs and schedules helps us proving the excellent and timely support.
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