Zendesk Suite
ZendeskExternal reviews
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Zendesk gives me the possibility to manage my system without IT intervention
What do you like best about the product?
what I like most about Zendesk is the ease of integrating my contact channels
What do you dislike about the product?
Sometimes the support is very oriented to self-management
What problems is the product solving and how is that benefiting you?
With Zendesk we can have visibility into the KPIs of digital channels, such as number of interactions, response time, preferred channels by customers, levels of satisfaction. The benefits are many, one of them is to receive feedback from our in real time that allows us to identify opportunidaes, and the Explore report module allows us to measure the productivity of our teams
Recommendations to others considering the product:
Zendesk is a great tool, it is not necessary to be an expert in It topics, but the person who would manage the device has basic knowledge of computer concepts.
Incredible Support in a Convenient Package
What do you like best about the product?
Practical features ready to use out of the box with minimal configuration.
Well supported ecosystem of vendors, with opportunties to expand offerings with plan upgrades.
Well supported ecosystem of vendors, with opportunties to expand offerings with plan upgrades.
What do you dislike about the product?
New features seem to come in most often as paid add-ons or plan upgrades.
Not all features are as useful as others. Built in support forms are rather lacking on standard plans.
Not all features are as useful as others. Built in support forms are rather lacking on standard plans.
What problems is the product solving and how is that benefiting you?
Before using Zendesk Support Suite, we had little visiblity of all the help tickets that were being sent, how long they took to answer and the satisfaction requestors had with the responses. Now, we are able to get basic KPIs for all of these and find ways to improve.
Recommendations to others considering the product:
There is a rich community of Zendesk users online who share lots of feedback and workarounds to common issues. If you encounter a problem, or if you're unsure how to do something, you might have good luck finding support in the official Zendesk Support community faster and easier than contacting the official support team. I've always had great luck working with the support team, but if you're a do-it-yourselfer, the community gives you a lot to go on.
Recent project mangers of Zendesk Professional install
What do you like best about the product?
It is an very good tool for managing customer communications and is very configurable. We are using the support email, 3r party phone application (but not the ZD phone) as it integrates better with our PBX and also the ZD phone involved and extra leg of a phone call (twice the price of call). We will enable chat and social media when our agents are ready
What do you dislike about the product?
Bulk CSV import feels clunky, and an after thought
The suspended view is terrible and feels like a different application in terms of look and feel and (lack of) functionality. Also, It is not helpful that only admins can manage the suspended view. Deleting SPAM is a low-level task that should be easily delegated to a non admin person. Currently, this is not possible without delegating 'delete' permissions, which we definitely do not want to do. Also, a super addition here would be a multi-select filter dropdown to filter out different categories (e.g., SPAM, out of office, failed to send, from a support email address). The most important thing is to be easily able to find legitimate customer emails within the Suspended view. Everything else is just noise.
Searching for text within custom-level custom fields is cumbersome. It would be better if the global search feature just included these by default
The suspended view is terrible and feels like a different application in terms of look and feel and (lack of) functionality. Also, It is not helpful that only admins can manage the suspended view. Deleting SPAM is a low-level task that should be easily delegated to a non admin person. Currently, this is not possible without delegating 'delete' permissions, which we definitely do not want to do. Also, a super addition here would be a multi-select filter dropdown to filter out different categories (e.g., SPAM, out of office, failed to send, from a support email address). The most important thing is to be easily able to find legitimate customer emails within the Suspended view. Everything else is just noise.
Searching for text within custom-level custom fields is cumbersome. It would be better if the global search feature just included these by default
What problems is the product solving and how is that benefiting you?
it gives a unified view of customer communications, showing all history in one place.
My questions were answered promptly. Support colleague kept me in loop.
What do you like best about the product?
The support colleague kept me in the loop throughout the process, sought permission from me to take any actions, AND did not rest unless the issue was resolved.
What do you dislike about the product?
The waiting period in the chat box was not so reasonable. I left the screen to do some other work and meanwhile my turn came and went away.
What problems is the product solving and how is that benefiting you?
We are using the Zendesk CRM and only started to realize the benefits. The best thing I feel up till now is the search function for my contact.
Zendesk, a great CRM to keep your clients Happy.
What do you like best about the product?
The User Interface. It is simply to learn how Zendesk operates and make it simple to find things. Also, it creates excellent omnichannels systems so we can interact with our clients in different ways.
What do you dislike about the product?
Sometimes we have some problems with the WhatsApp integration. This channel once in a week leaves the client waiting for an agent response, but the team cant enter the chat to respond.
What problems is the product solving and how is that benefiting you?
We have solved the communication with the client, and also we solved the time we took to solve tickets. This helps to increment our NPS and have more satisfied clients.
The functionalities are good and user friendly
What do you like best about the product?
It's quite easy to customise and set up.
What do you dislike about the product?
It is hard to downgrade the plan once the subscription started.
What problems is the product solving and how is that benefiting you?
I tried to setup some categories and it's quite easy to do it myself.
The UI is easy to use.
What do you like best about the product?
The follow-up on tickets is an easy flow.
What do you dislike about the product?
Each feature has a fee associated with it.
What problems is the product solving and how is that benefiting you?
We use the guide as a self-help tool for users.
Zendesk Review
What do you like best about the product?
I like best when you use the macros, and it automatically pulls a description for the customer seamlessly.
What do you dislike about the product?
The downside of using Zendesk is that it takes time to get used to the functions. Some things can be confusing. There should be an AI system where it automatically displays macros that will likely fit a question a customer is asking. Like if it's about a "return," a return "macro" would automatically be suggested. Also creating macros can be confusing at first.
What problems is the product solving and how is that benefiting you?
Problems that I'm solving are customer concerns and questions about their orders and the benefits from using Zendesk that it's an organized space between e-commerce product/service and customer.
Very easy to use, great tool options
What do you like best about the product?
What I like best out Zendesk is that it allows you to customize your ticket they way you and the company sees fit.
What do you dislike about the product?
I do not like the bugs that occur while trying to use Zendesk, for example sometimes it will not record and save a ticket after a call or chat.
What problems is the product solving and how is that benefiting you?
We are able to customize tickets and pin point issues with provided details obtained within the ticket for clarity and best solutions.
Zendesk is intuitive, easy to adapt and use in our processes
What do you like best about the product?
Easy set-up and easy to use for all general support-issues. Works very good when an internal organization use the values and possibilities within.
What do you dislike about the product?
Some more specific set-up-issues are hard to figure out and/or find answer to on help-center. Am using Zendesk support with this issues, and mostly being satisfied with answers and suggestions.
What problems is the product solving and how is that benefiting you?
Most important benefit is to have all customer-tickets through a system and not in personal mails (even though it is a constant struggle to teach individuals both inside own org. as well as customers). The easy app vs mail-integration for communication within the company as well e3 parties if needed is very good.
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