Zendesk Suite
ZendeskExternal reviews
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Easily accessible CRM Support platform that offers a consistent experience
What do you like best about the product?
ZenDesk Support Suite offers a place to find commonly asked questions alongside a platform to initiate requests that are viewed as outside of the box. Answers from agents often link to existing articles which demonstrate site content is frequently updated.
What do you dislike about the product?
The methods for responding to a customer service agent who was helping me with my particular problem were a bit clunky. The conversation occurred between both a chat window and an email thread which did not interact in any cohesive fashion.
What problems is the product solving and how is that benefiting you?
In this particular instance, my email was not syncing into the ZenDesk sell platform which was causing me quite a bit of a headache. The team was able to resolve my problem with a quick turn around.
New user
What do you like best about the product?
The Explore feature is flexible and offers a decent amount of options
What do you dislike about the product?
Support setup is not as intuitive as I would like
What problems is the product solving and how is that benefiting you?
I need product support metrics to do my job and as long as we tag issues properly, I am able to get it
Good backend tech, disappointing configurability and admin features
What do you like best about the product?
The backend tech / APIs are a great feature , as well as the ZAF / Zendesk Marketplace which is a good idea. Being able to write your own apps is a real bonus as well
What do you dislike about the product?
The complete lack of configurability on the administrsation profile. It doesn't allow for logical separation of data, or to stop autofill of the requester field (we're a white label party reselling either our own support services OR reselling a support tool to our clients. Unfortunately the lack of possibility to hide other client data from these 3rd parties has bought us to the point where we're going to move onto another platform which allows us to logically separate data.
The admin tools, including business triggers become gradually more and more available the more yiu pay per seat - unlike, for instance Oracle Service Cloud = which provides superb config and admin tools from the get go.
I was also not at all happy with the general level of service we received when we had any issue - with SLAs not being met. One 15min-24 hour SLA didn't receive a response until I prompted my AM after a week. When the answer arrived I'd figured the issue out myself.
My predecessor - who ordered initially one instance - went to her AM and described her problems. Whilst I know "buyer beware" is a thing, no help was actually provided. She was simply sold 2 further instances. My first ticket to support I was told that our business model is not supported by Zendesk and it would only work if we bought a separate instance for every brand, ]
If support could tell me thaqt so quickly, why did the AM just say "buy more instances"?
Very unhappy with this element of the service. I could go on but this is supposed to be balanced.......
The admin tools, including business triggers become gradually more and more available the more yiu pay per seat - unlike, for instance Oracle Service Cloud = which provides superb config and admin tools from the get go.
I was also not at all happy with the general level of service we received when we had any issue - with SLAs not being met. One 15min-24 hour SLA didn't receive a response until I prompted my AM after a week. When the answer arrived I'd figured the issue out myself.
My predecessor - who ordered initially one instance - went to her AM and described her problems. Whilst I know "buyer beware" is a thing, no help was actually provided. She was simply sold 2 further instances. My first ticket to support I was told that our business model is not supported by Zendesk and it would only work if we bought a separate instance for every brand, ]
If support could tell me thaqt so quickly, why did the AM just say "buy more instances"?
Very unhappy with this element of the service. I could go on but this is supposed to be balanced.......
What problems is the product solving and how is that benefiting you?
None really - certainly not in a satisfactory manner. Even the data export (with comments) is almost impossible to use in a meaningful way, and we had to write our own scripts to extract what data we wanted. Not really an acceptable feature
Integral to our support offering - and deeply embedded into our processes
What do you like best about the product?
Easy to use, many features - and powerful API that allows us to fully integrate with all business processes
What do you dislike about the product?
restrictive licencing, and pricey - we can's adopt fully because of this
live dashboards are restricted to the top tier, so we use a (better) third party add on
live dashboards are restricted to the top tier, so we use a (better) third party add on
What problems is the product solving and how is that benefiting you?
We've driven up our SLA's and CSAT by tighter case management and metrics through ticket visibility and reporting
Good solution with improvements needed on customizations
What do you like best about the product?
It is a fast solution that addresses a good number of business needs.
What do you dislike about the product?
It doesn't have good customization in some areas, especially on Guide and Triggers/Automations, which can get quite complex without having a simplified workflow.
A lot of recent features have been aligned as paid services.
A lot of recent features have been aligned as paid services.
What problems is the product solving and how is that benefiting you?
For the majority of use cases, it has been helpful.
Zendesk Support Suite is a great tool for our current needs as a high growth startup
What do you like best about the product?
The level of customization available to allow us to tailor the Zendesk user experience to the needs of our services. As we a growing rapidly, the need for us to modify existing architecture in Zendesk is a constant. We appreciate how easily this is done once an environment is built.
What do you dislike about the product?
I wish that Zendesk had stronger materials that support onboarding and learning about new features available within the support suite. Onboarding and developing the environment for our specific use case could have been enhanced but a stronger onboarding support prescence
What problems is the product solving and how is that benefiting you?
Zendesk support Suite is helping us solve for having multiple agents making outreach calls at the same time, while being able to also handle incoming requests. Zendesk is helping us to properly respond to and prioritize these requests from our end users.
Zendesk Experience
What do you like best about the product?
The integrations & the overall accessibility
What do you dislike about the product?
Too many 3rd party apps to provide functionality instead of being built in Zendesk
What problems is the product solving and how is that benefiting you?
Helping me support user´s requests
Zendesk opinion and feedback sharing
What do you like best about the product?
Zendesk Chat allowed us to communicate directly with the customers to provide quick resolutions.
What do you dislike about the product?
Limitations of the features like the Chat flow builder which does not allow users to return to previous options and the selection is limited to 6 categories.
What problems is the product solving and how is that benefiting you?
I could integrate Zendesk tickets with other platform such as web form which brings convenience to my team to better manage and monitor the ticket status.
Solid product, but some usability items to work on to reach superb!
What do you like best about the product?
Ticket and knowledge base built into the same product. Ability for the ticket support agent responses to add to the knowledge base.
Much better than other products I've used in the past.
SSO functionality is awesome - users are in by just clicking on a URL.
Much better than other products I've used in the past.
SSO functionality is awesome - users are in by just clicking on a URL.
What do you dislike about the product?
Ticket functionality needs work (cannot remove subject or description fields).
Not as intuitive to use when getting started.
Reports/dashboards needs some usability tweaking for the fields that can be reported on and for the fields to be used with conditional logic expressions.
Not as intuitive to use when getting started.
Reports/dashboards needs some usability tweaking for the fields that can be reported on and for the fields to be used with conditional logic expressions.
What problems is the product solving and how is that benefiting you?
One-stop for tickets and self help.
Zendesk provides an intuitive solution for B2C communications
What do you like best about the product?
I like how tickets can be set as Open, Pending, On Hold etc as it makes it easier to know which I need to deal with first.
What do you dislike about the product?
I wish it were easier for tickets to be moved between folders
What problems is the product solving and how is that benefiting you?
It makes it easier for customers to receive the best quality support
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