Zendesk Suite
ZendeskExternal reviews
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Very helpful for team visibility/no duplicate work
What do you like best about the product?
My favorite thing about Zendesk was the boomerang feature. Being able to organize tickets so that pending tickets were out of sight was very helpful in determining which tickets needed action ASAP.
What do you dislike about the product?
The biggest negative for me while using Zendesk was not receiving out-of-office responses from customers since these went to the individual email and not to the team distro.
What problems is the product solving and how is that benefiting you?
Zendesk was able to help us solve the issue of multiple people working on one account. It was easy to tell when somebody was working on one ticket to avoid duplicate work.
Tons of Features
What do you like best about the product?
We really only use Zendesk for the guide capabilities, but we are aware that Zendesk can do a lot that we use for Salesforce and some of the things we do with Pendo.
What do you dislike about the product?
I dislike that the Guide element is difficult to organize without having some sort of underlying document control system (we use Paligo for now). I wish it were a little easier to navigate while writing within Zendesk itself.
What problems is the product solving and how is that benefiting you?
We use the guide portion of Zendesk because it has great integration with Paligo and can also be used with Pendo. We are restructuring our docs this year, and may step away from our Paligo/Zendesk combination, but when we adopted it, Zendesk was the best solution for integration with our existing products.
Recommendations to others considering the product:
Make sure you take a good look at all the Zendesk features! Try to utilize as many as possible for the best ROI.
#1 in Customer Support and HelpDesk
What do you like best about the product?
I like that as a sales professional with no technical skills; I can manage technical support issues with my customers with complete visibility and control. I can quarterback the relationship between CSM, Support, and Architecture at all times and pause and restart conversations all from one dashboard.
What do you dislike about the product?
The biggest downside that I've seen with Zendesk is that it's convoluted to try to find old conversations, re-open tickets and navigate a system that may hold thousands of previous threads.
What problems is the product solving and how is that benefiting you?
We use Zendesk as a customer help desk and conversation management system. We have custom roles for different teams, including CSM, Sales, and Support, so everything is routed correctly.
Ticketing done your way
What do you like best about the product?
Customization aspect without hindering the efficient layout and process of the underlying need of tool.
What do you dislike about the product?
Having all the customization does cause there to be many places for inconsistencies in use.
What problems is the product solving and how is that benefiting you?
Allows me the ability to efficiently work with my clients, record our interaction, and either closed it out or leave in a pending state to ensure a follow up at a later time.
Great way to streamline request for tech and ops help
What do you like best about the product?
I like that zendesk has automated bots that can answer people's questions and can be integrated with Slack. It is a useful way to store forms, policies, procedures all in one place that people can have access to. It saves time answering people individually. Not only that you are able to create ticket support and keep record of requests.
What do you dislike about the product?
I like the ease of zendesk, but uploading videos is hard, and it can alter your powerpoint or pdf. It may be something I need to get better at and not a zendesk issue.
What problems is the product solving and how is that benefiting you?
It is an excellent tool to streamline your help desk support.
All of your support, knowledge base, and community needs in one place
What do you like best about the product?
I love having access to resources and support all in one system. I also think from a customer (our customers, to be clear) perspective Zendesk is easy to use when they want to search, submit a ticket, or engage with other users.
What do you dislike about the product?
The primary admin has been teaching me a few things about the backend of Zendesk. I find it a bit confusing to use. It's not super intuitive on the back end to me.
I also dislike the limitations on the Community side for posting content, such as no ability to highlight words, underline, add file, etc. For our knowledge base, there are more editing options.
I also dislike the limitations on the Community side for posting content, such as no ability to highlight words, underline, add file, etc. For our knowledge base, there are more editing options.
What problems is the product solving and how is that benefiting you?
Clients need support ... when they need it. While they can submit a support ticket, someone may not be right there able to solve the ticket, so the knowledge base and community, which are available 24/7 serve as additional resources to help them in the meantime.
Recommendations to others considering the product:
Users dislike having to go to several different places to find the answers to their questions. Zendesk solves that problem by offering solutions for posting content to help them, a space for networking/community, and a decent solution for collecting and managing support tickets.
Zendesk Support Suite Uses
What do you like best about the product?
It makes it easier to manage and track tickets for follow up with customers.
What do you dislike about the product?
I honestly have nothing negative to say about Zendesk.
What problems is the product solving and how is that benefiting you?
It's great for keeping records.
Good, but Time Consuming
What do you like best about the product?
Zendesk is highly customizable and can integrate with many other apps. There are many ways to personalize the customer's experience with good reporting. It is also nice that it has an omnichannel experience for agents.
What do you dislike about the product?
Some customizations that should be simple can cause a headache if you don't check all settings. For example, it is easy to miss the cascading effects from changing one trigger if you aren't careful.
What problems is the product solving and how is that benefiting you?
We are solving the issue of having all customer support tools in one place. We realized how beneficial it is to have a help center, ticket, chat, and phone support all in the same interface.
Recommendations to others considering the product:
Make sure you do your research and watch training videos before rolling out Zendesk because there is a lot to learn.
Good product with lots of self-help resources
What do you like best about the product?
Access to self-help resources and how easy it was to get started. The views and filters are straightforward and effective.
What do you dislike about the product?
Price felt a little high considering what we were doing with the product.
What problems is the product solving and how is that benefiting you?
We use Zendesk for chat and email. The email ticketing system has helped our support team a ton. We also have seen some sales come in via the proactive chat.
Recommendations to others considering the product:
Jump in and get your hands dirty learning about triggers and other automation. They can make your life much easier if used appropriately.
Great ticketing platform for the big or small organizations
What do you like best about the product?
Integrate with a lot of data softwares like Gainsight & churnZero and help to see all the data in one place. Super easy to use and has a lot of visibility for different teams in the company.
What do you dislike about the product?
Have been using it for the last 4 years and didn't find anything that I don't like so far. It has been the best in all the company needs.
What problems is the product solving and how is that benefiting you?
Solving the real business problem and the analytics data is an amazing feature that helps our support team grow more as an individual and as a team.
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