Zendesk Suite
ZendeskExternal reviews
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Very Good Tool
What do you like best about the product?
Zendesk makes it easy to manage support inquiries from customers. We have used it at several companies I have worked for, and it has always served us well. I work on the Customer Success side of the house, so it is great to be able to go in and look at all the tickets a particular customer has put in to gain insight into how their experience with the product is going. We also have it integrated with ChurnZero (our Customer Success platform) so we can get alerts if a customer has filed more than x number of tickets in a given period of time, which is super helpful for our team. I also like that CSMs can be copied on tickets from their customers so they can easily hop in and reply or leave an internal comment if needed.
What do you dislike about the product?
For the most part, I am very happy with Zendesk. If I had to choose something to improve, I would say that the search functionality is sometimes not great, especially for weird/unique company names, which can sometimes make it hard to find the ticket you're looking for. I have also heard that the reporting leaves some things to be desired, especially for larger support orgs, but I haven't run into it myself.
What problems is the product solving and how is that benefiting you?
The problem Zendesk solves for us is how to provide a consistent, quality experience to our customers for their support needs. We get tens of thousands of tickets per month and are able to service our customers quickly and consistently using Zendesk.
Good interface and very organized
What do you like best about the product?
The system is very detailed and customizable. The help center messaging is very helpful and for the price point, it really is a pretty good product. Overall happy with it
What do you dislike about the product?
There isn't a lot of on-demand support. I would love a direct email to help with questions or tech support. A phone number to call and walk through questions would be ideal.
What problems is the product solving and how is that benefiting you?
Zendesk help center has been helping us with overall support management for our team. We have implemented a chat feature and can monitor issues, and common concerns of our clients.
Recommendations to others considering the product:
I recommend having an operations manager to focus on the system. It is time-consuming to set up and makes it easier to have a dedicated person working on it
A Simple Customer Support and Customer Experience Management Tool
What do you like best about the product?
Having the ability to track all your customer interactions is critical for our business. Knowing and sharing what our customers need across our organization helps us to deliver a customer service experience that few of our competitors can duplicate. In our industry, relationships are everything and being able to deliver unmatched customer service makes us stand apart from our competitors.
What do you dislike about the product?
The new pricing structure makes this an all-or-nothing affair. When we first started using the service we were able to add-on or not use specific services as needed. Today, you'll find that you have to the service as-is, even if it's overkill for your organization.
What problems is the product solving and how is that benefiting you?
With Zendesk Support Suite we've been able to bring together multiple customer personas that would've otherwise been siloed into separate databases directly into the hands that need it the most - our support team. It's allowed us to cut response times to sensitive issues and improve our ability to issue course certifications.
Recommendations to others considering the product:
Understand that buying into the service is an investment in your business. It's not the cheapest or most expensive option but there are a number of features that are designed to maximize customer interactions - from offering support to online shoppers to handling sales and marketing outreach, there's a lot here for teams looking to streamline their customer experience.
Best tool for internal and external communicatiom
What do you like best about the product?
Excellent tool for communication with clients and stakeholders..great costomization features and support.Have been using it for more than 6 years and its among the best i used till date
What do you dislike about the product?
Slow in loading and it lags when opening multiple tickets.
What problems is the product solving and how is that benefiting you?
Communication internal and external. Easy to use gui..search features are great. Secure transmission of data
Recommendations to others considering the product:
One solution for all communication and with anyone. Great support..Recommend to everyone
Very good product
What do you like best about the product?
The ticketing system has already improved our efficiency with customer support.
What do you dislike about the product?
The difficulty to configure multiple languages. It's not super clear how to do it at first.
What problems is the product solving and how is that benefiting you?
We are mainly using Macros to allow fast answers to generic problems.
Informed Service
What do you like best about the product?
The knowledge of the support person was excellent.
What do you dislike about the product?
Single view of a customer , so you can look up a customer and see all communication across tickets.
What problems is the product solving and how is that benefiting you?
Issues that we can not work out ourselves, we will access the help function to chat with an expert. They are usually quick to provide alternate solutions to our problems. Its great that you can do it instantly online and it helps us to learn new approaches the next time issues arise
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.
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