Zendesk Suite
ZendeskExternal reviews
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An awesome support tool
What do you like best about the product?
Integration of various social channels, Customization available so can create fields and values according to each need and usecase.
What do you dislike about the product?
User Interface is a little confusing and complicated to understand at initial stage, once you get used to than its smooth
What problems is the product solving and how is that benefiting you?
Understanding customers better, providing resolutions to their queries, issues, problems.
Simple to use, limited training needed to ramp support agents
What do you like best about the product?
The interface is fairly intuitive and use requires little training to ramp new agents. I use the Guide, Support and Reporting. The front-end work is less than other systems like Dynamics or Salesforce.
What do you dislike about the product?
The reporting functionality isn't the most customizable but meets the majority of our reporting needs. There are also many required fields for agents closing cases. The options to add areas for tracking are a bit cumbersome.
What problems is the product solving and how is that benefiting you?
We are using Support Suite to provide a ticketing system for internal user support and for tracking requests for IT resources for project work. The tools has greatly improved visibility and tracking for utilization of IT resources, helped to improve headcount forecasting and resourcing.
Organized and helpful
What do you like best about the product?
Zendesk allows the organization of the incoming chats, produces reports on the data, and has infinite possibilities of integration with any tools applicable to the operation.
What do you dislike about the product?
The default menu has many options that are not useful to my team, visually polluting the platform. In addition, we face difficulties with automated messages, which turn out to be somewhat limited or inflexible.
What problems is the product solving and how is that benefiting you?
The platform centralizes incoming emails, automatically dividing them by queues based on specific triggers. It facilitates the work as we can assign special teams to each row.
Zendesk is good for interactions among users
What do you like best about the product?
Interaction among users, easy to begin using, instant help and suggestions
What do you dislike about the product?
Expensive, no option to export data as Excel file (or at least I don't know how), no-predefined templates. Although it is easy to begin using, it isn't easy to learn using all the features.
What problems is the product solving and how is that benefiting you?
Create tickets for users to review, respond, and track progress.
Good platform
What do you like best about the product?
Article review tools, plethora of integrations
What do you dislike about the product?
No markdown support as an analog for WYSIWYG editor for Guide.
What problems is the product solving and how is that benefiting you?
Ensuring customer success
Good Experience but need some more features like Freshdesk
What do you like best about the product?
Ease of access is what everyone likes. I like to work with zendesk with most of the features that are available,
What do you dislike about the product?
I would like to correct the incorrect merge of tickets like undo option. You should also allow easy-to-understand reporting features. Not everyone is technical savvy but we would like it easy interface for even lay man to understand.
What problems is the product solving and how is that benefiting you?
I love solving customers' issues wherein the issue is repeatitive and you have a problem ticket feature where we can track such incidents. More features like these can be introduced.
Great product!
What do you like best about the product?
Zendesk has been a very diverse product in teams of what we have been able to achieve with it. Not just calls, but also a number of processes we have been able to automate saving us tome and money.
What do you dislike about the product?
At times, it can require a very significant amount of technical knowledge which can be challenging if you don't have that level of support in your business which can take a bit to work through at times.
What problems is the product solving and how is that benefiting you?
Clearly the ability to take calls, a wide number of extensions and integrations where we are then able to draw further data out of the product, call recording, and proactive texts have been very advantageous to our business.
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.
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