Zendesk Suite
ZendeskExternal reviews
6,478 reviews
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We have partnered with Zendesk for years for good reason!
What do you like best about the product?
What I like best about Zendesk is how powerful of a tool it is and how much control it provides the user.
We utilize a lot of the triggers, automation, and integrations that Zendesk has to offer. The benefit of using Zendesk is that it is also recognized by a vast majority of other software out there, so it is easy to integrate with them.
We utilize a lot of the triggers, automation, and integrations that Zendesk has to offer. The benefit of using Zendesk is that it is also recognized by a vast majority of other software out there, so it is easy to integrate with them.
What do you dislike about the product?
A majority of things in Zendesk work, but the thing I dislike is how in some parts of the reporting system it can be hard to work with tens of thousands of tickets.
What problems is the product solving and how is that benefiting you?
Zendesk solves the problem of us needing a chat, phone, and ticket system by providing it in an all-in-one platform. Additionally, it has a great way of collecting data amongst the channels and helps us make data-driven decisions.
Really Great
What do you like best about the product?
It's easy do use and very helpfull, think its the best ferrament I've used
What do you dislike about the product?
There's a few problems, actually, more like bug
What problems is the product solving and how is that benefiting you?
There's always updates
The only issue that keeps it from highest score is that its not in danish
What do you like best about the product?
that our agents have the support app on there iPhones
What do you dislike about the product?
some dont speak english so missing that all was in danish
What problems is the product solving and how is that benefiting you?
it keeps track of all our agents daily repair jobs
Great help desk, rightfully an industry leader
What do you like best about the product?
Its user interface is so easy to understand I was able to hit the ground running with very little to no learning curve.
Its ability to integrate slack conversations and Jiras is beneficial for my occupation.
Custom views are incredible and let me choose how I want to see my tickets.
Its ability to integrate slack conversations and Jiras is beneficial for my occupation.
Custom views are incredible and let me choose how I want to see my tickets.
What do you dislike about the product?
The 'talk' feature is pretty inconsistent; we often experience dropped calls and clients unable to hear us or vice versa. Sometimes the client calling our support line will show up as a suspended user, and Zendesk will not record the call.
I also strongly dislike how there is no native application for Zendesk, so I'm not able to get notifications to my computer via email, an outdated medium for notifications.
I also strongly dislike how there is no native application for Zendesk, so I'm not able to get notifications to my computer via email, an outdated medium for notifications.
What problems is the product solving and how is that benefiting you?
Helps solve the tracking and reporting issues regarding the CRM I work with.
Keeps all communications with clients in one spot which is a wonderful experience.
Keeps all communications with clients in one spot which is a wonderful experience.
New to Zendesk but it is a very powerful tool
What do you like best about the product?
The ease of ticket creation and customizability to any ticketing system. Our agents use this to assign our tickets with ease based on competency and the fact that Zendesk has an ability to change ticket statuses automatically based on client's response is really good
What do you dislike about the product?
Some things that I would like to see improvements on:-
1. Search functionality in views
2. Bulk deletion of Organizations
3. Ability of contributors to see new tickets since our account managers are added as contributors and they should be able to see new tickets that are raised for their clients
1. Search functionality in views
2. Bulk deletion of Organizations
3. Ability of contributors to see new tickets since our account managers are added as contributors and they should be able to see new tickets that are raised for their clients
What problems is the product solving and how is that benefiting you?
Zendesk has helped our customer success team to interact directly with clients hence saving time for Account Managers to do what they do best, build businesses. Too soon to say if the performance has increased since we were used to Trello but I feel we are headed in the right direction
Cancelation HELL
What do you like best about the product?
We've used it for some time, it is ok more or less. There are many drawbacks but the point of the review is about trying to stop using them.
What do you dislike about the product?
We've been using Zendesk for years. Now we've switched to a different provider for different reasons mainly constant upsells for any minor basic features. Let's say you want to get some basic stats and pay 300-500 more each month. Anyway, I've been trying to cancel for months now.
1. They've disabled the ability to reduce seats in the account. When you try to do that it says to contact support.
2. Finally, I hunted where you can contact support. After fighting the bot and a long wait they assured me that they will reduce seats and passed my request to a manager.
3. 2 weeks go by, and nothing happens. I try to reach out again. The same thing.
4. I try to reach out to the "manager", he is on vacation.
5. They pass me to a manager of a manager. He does not respond.
6. I reach out again, but now the support does not respond. Even if they do respond they will pass me back to a manager of a manager of a manager who probably does not exists.
They try to squeeze every last dollar until you cancel the card or claim it stolen. It's been going on for 2 months now and I'm still paying for the service I do not use.
Beware of this company. Do not give your credit card to them. You'll go through hell to cancel it.
1. They've disabled the ability to reduce seats in the account. When you try to do that it says to contact support.
2. Finally, I hunted where you can contact support. After fighting the bot and a long wait they assured me that they will reduce seats and passed my request to a manager.
3. 2 weeks go by, and nothing happens. I try to reach out again. The same thing.
4. I try to reach out to the "manager", he is on vacation.
5. They pass me to a manager of a manager. He does not respond.
6. I reach out again, but now the support does not respond. Even if they do respond they will pass me back to a manager of a manager of a manager who probably does not exists.
They try to squeeze every last dollar until you cancel the card or claim it stolen. It's been going on for 2 months now and I'm still paying for the service I do not use.
Beware of this company. Do not give your credit card to them. You'll go through hell to cancel it.
What problems is the product solving and how is that benefiting you?
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EXTREMELY HELPFUL
What do you like best about the product?
Every time I have reached out for assistance, I receive it in a timely and super helpful fashion
What do you dislike about the product?
I think that the live talk could have been better
What problems is the product solving and how is that benefiting you?
IVR support and dashboard assistance
Awesome Experience from Zendesk
What do you like best about the product?
The FAQs and suppprt articles are very rich and the agents are very efficient
What do you dislike about the product?
Nothing so far. This review link is very lagging and slow
What problems is the product solving and how is that benefiting you?
I am not well knowledgeable to answer that
Great CRM so far
What do you like best about the product?
Flexible and low code. A bunch of triggers and automation are available to admins without involving the engineering team. Keeps all your support interactions nicely organized in one place
What do you dislike about the product?
Can't create a proper nice company signature like you'd have on gmail for example. The is no designated account manager for Support suite - can feel a bit lost especially during set-up
What problems is the product solving and how is that benefiting you?
Been using different providers for email, chat and phone - now it's all in one place. Easy automation. Good reporting and self-serve options for our customers.
Very intuitive...
What do you like best about the product?
I've only been using ZenDesk for a few weeks, but I find it very intuitive, with many options.
What do you dislike about the product?
All the options can be overwhelming at first, especially when you don't have much time to play with all the settings etc.
What problems is the product solving and how is that benefiting you?
ZenDesk Support assisted with my Outlook email receiving too many notifications from ticket updates & edits.
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