Zendesk Suite
ZendeskExternal reviews
6,523 reviews
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Outage quick fix
What do you like best about the product?
How efficient they were when it came to fixing my issue
What do you dislike about the product?
At times the support team directly with zendesk can get confused about solving an issue . Since they have so many different t areas .
What problems is the product solving and how is that benefiting you?
The communication
Helpful and words well!
What do you like best about the product?
The ease of finding the emails I am looking for. I enjoy the macros and being able to route and tag them properly. Zendesk has helped us become so much more efficient.
What do you dislike about the product?
Sometimes the search can be too widespread, but it tends to work well otherwise.If you are able to put more advanced searching, that would help. Some of the instructions for setting up other areas are confusing. The metrics could be a bit more detailed as well.
What problems is the product solving and how is that benefiting you?
We are able to effectively respond to our customers and it seems to be a common platform used. We used to use Outlook and there was no automation or prewritten macros, so it was 100 times harder to manage. This is a breeze.
Easy to use, Easy to train
What do you like best about the product?
I love the flexibility that ZD offers. Unlike a lot of CRM-centric systems, ZD is built with the needs of Support in mind. It's easy to use, easy to modify, easy to pull reports. Features like macros, automations, and triggers help our ticket maintenance to be smooth and swift.
What do you dislike about the product?
I often get more support from the user community than I do from ZD when I have questions or needs. I wish their support was as accessible as their platform is.
What problems is the product solving and how is that benefiting you?
Order placement, Customer training, Onboarding, Basic and advanced Troubleshooting. We have recently moved more of our customer-related services to ZD to better track and document them. The reporting has supported the growth of our team and has helped us to focus on areas of improvement as a company.
Recommendations to others considering the product:
I have used several other Support programs, most homegrown, and even though they had been designed for the business, they were not as effective as using ZD. I am impressed with the flexibility and ease of use.
Provides a great experience for companies of any size for engaging with support tickets
What do you like best about the product?
I am a big fan of the customizations like Macros, Triggers, and Automations, which allow a truly custom environment for your support team.
What do you dislike about the product?
Our company operates in multiple time zones, and working with business hours in Zendesk is a nightmare if you ask me. We had to create a hacky solution that only half-worked. Rethinking time zone handling as a whole would greatly improve Zendesk for multinational customers.
What problems is the product solving and how is that benefiting you?
When our customers have an issue with our product, a feature request, or a bug submission, they submit a ticket, and our support agents are able to help them with their issue/request. Zendesk lets us quickly respond to all tickets by showing the right tickets to the right support agents, and easily lets us keep track of SLAs.
Recommendations to others considering the product:
There are lots of customizations, so having someone dedicated to administering Zendesk Support that also uses it for customer-facing issues will be helpful along the set-up journey. If you are a multinational company, it may be slightly difficult to set up time zones properly. If you set up time zones inincorrectly from the beginning, it is a real pain to switch them later on. Any triggers or automations set up using old time zone settings all must be individually updated. Just make sure you get it right from the beginning.
Satisfactory
What do you like best about the product?
Multiple features and third-party integrations
What do you dislike about the product?
complexity in some of the operational process
What problems is the product solving and how is that benefiting you?
Problems solved: Answering multiple inquiries from multiple channels.
Recommendations to others considering the product:
Consider the Cost of Implementing the platform and Maintaining it.
Unexpected opportunities
What do you like best about the product?
Different opportunities that Zendesk offers and the variety of features and tools.
The service offers a lot of instruments to handle support rapidly and proactively.
The service offers a lot of instruments to handle support rapidly and proactively.
What do you dislike about the product?
Sometimes it is a bit hard to understand how to work with some certain tools, but the support was quick, which is great.
What problems is the product solving and how is that benefiting you?
I onboard new support teams at different companies, so I was just getting familiar with the system. I like it a lot, so will definitely offer it to my clients.
Recommendations to others considering the product:
Advanced support tool for any business.
Great tool for data analytics
What do you like best about the product?
Insight into detailed trend/common issues
What do you dislike about the product?
It can be confusing during the initial set-up
What problems is the product solving and how is that benefiting you?
What products require the most support and quantifying how our support has grown throughout using the product. It's been a great tool for identifying issues that may have otherwise gone unnoticed.
Great Product, a bit overpriced
What do you like best about the product?
Zendesk is an excellent customer service product. The triggers and automation are something that are not in any other product.
We can set custom views per agent or channel and connect our APIs to Zendesk with ease.
Extensive collection of documentation
Highly responsive support team.
We can set custom views per agent or channel and connect our APIs to Zendesk with ease.
Extensive collection of documentation
Highly responsive support team.
What do you dislike about the product?
It's a bit overpriced — Zendesk charges for the admin account that would not be contacting the customers.
Some products are charged per agent when only one stakeholder could manage it, for example, Guide and Gather.
Some products are charged per agent when only one stakeholder could manage it, for example, Guide and Gather.
What problems is the product solving and how is that benefiting you?
Communication with our customers.
Customer satisfaction monitoring.
Providing help guide to our customer ( Knowledge base )
Customer satisfaction monitoring.
Providing help guide to our customer ( Knowledge base )
Recommendations to others considering the product:
Explorer is a potent tool and will help exploit the data beyond your expectation.
Zendesk is easy to set up!
What do you like best about the product?
Love how easy Zendesk is to use and setup
What do you dislike about the product?
Dislikes some of the limitations, because it is so out of the box some times you are limited to their features
What problems is the product solving and how is that benefiting you?
We can cater to our customers efficiently using Zendesk.
Great Tool, Rough Onboarding
What do you like best about the product?
The ability to have all of our Channels in one location is helpful for our business.
The view of the user ticket is nice and concise.
Adding Chat to our site was easy. The flow of chat once accepted was nice and easy as well.
I haven't set up all the triggers and automate things as much as I'd like yet, but I'm excited to see the full power of those tools.
The view of the user ticket is nice and concise.
Adding Chat to our site was easy. The flow of chat once accepted was nice and easy as well.
I haven't set up all the triggers and automate things as much as I'd like yet, but I'm excited to see the full power of those tools.
What do you dislike about the product?
The onboarding has been very rough. The initial onboarding call was two weeks later than expected. Then once we had the kickoff, our onboarding representative wasn't aware of all the intricacies of our company. There was nothing effectively communicated to the onboard rep from the sales rep as if there was no handoff. Additionally, our API migration option negotiated and thoroughly discussed with our sales rep was not executed correctly, pushing our go-live date out an additional three weeks. So in total, we are five weeks past our go-live date which all could have been avoided. We've had conversations with the sales rep and his VP to rectify the situation that caused the 5-week delay by Zendesk. However, the follow-up from that call has been slow; we haven't received a final confirmation of the agreed-upon terms made on that call. So we are approaching nearly 2 months of payments to Zendesk with no productivity on our side.
What problems is the product solving and how is that benefiting you?
We mainly focus on resolving our user tickets related to our app product. We haven't realized many benefits just yet.
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