Zendesk Suite
ZendeskExternal reviews
6,523 reviews
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Zendesk Generally Gets It Right
What do you like best about the product?
As an admin, I appreciate the simplicity of setup and configuration, and the Event History on every ticket is a lifesaver when troubleshooting.
What do you dislike about the product?
On the flip side of that, I wish there was more flexibility in the available Triggers and Automations. Salesforce's Flow Builder is an excellent example of the type of automation I'd love to see in future Zendesk builds.
What problems is the product solving and how is that benefiting you?
Zendesk has a very reliable and easy-to-use chat system. Our business previously tried solutions from Five9 and Live Chat, and found Zendesk's chat tool to be more reliable in every way.
Product is good but a lot of self-serve function which needs time for learning
What do you like best about the product?
The integration with mails and social channels that an agent can use
What do you dislike about the product?
Some articles are not very easy to follow through. Zendesk support help may not be helpful at times, they may give solutions that are irrelevant
What problems is the product solving and how is that benefiting you?
- Putting all channels into one
- Help Center
- Help Center
Recommendations to others considering the product:
Need a person in the org to really look at how to use Zendesk
Rough at first
What do you like best about the product?
The final solution provided with lots of helpful information
What do you dislike about the product?
It took quite a long time to receive the needed information
What problems is the product solving and how is that benefiting you?
Initial account set up was the goal- unfortunately the delay in support led to the team deciding to use another platform
Solid system.
What do you like best about the product?
Contextual workspaces have made it easy for my team to be successful.
What do you dislike about the product?
the explore data and metrics are challenging to use
What problems is the product solving and how is that benefiting you?
Gaining insights to team member productivity and call drivers.
ZD Support Suite
What do you like best about the product?
I like the module approach with Guide and Explore. The connection between having knowledge in Guide that integrates into ticket responses is valuable. It helps us provide consistent information to our members. Setting up Triggers is easy, so we can manage the workflow on the fly when needed.
What do you dislike about the product?
Relying on the Zendesk Marketplace for some features that I feel should be included in core functionality. An example is the ability to clone tickets, which should be controllable from the Admin functions instead of a Marketplace addon.
What problems is the product solving and how is that benefiting you?
We're slowly adopting it as a de facto CRM. My business unit has turned work from Outlook into Zendesk, which has allowed us to use metrics to provide efficiencies and understand the work in a granular way.
Recommendations to others considering the product:
Zendesk may not be the right selection for internal support, particularly if you have a low volume. It does not shine if just used interdepartmentally. However, once you expand that to a customer base it makes member management significantly easier.
Zendesk experience
What do you like best about the product?
The simple and easy way to use it, the main strength of Zendesk is the custom fields that you can create making your CRM very customizable. When you also need help there is always a solution with the chat support.
What do you dislike about the product?
The fact that you can't do a group tag with many users. If you want to tag a lot of users you have to do it 1 by 1, it should be the option to mention many different users with only one tag.
What problems is the product solving and how is that benefiting you?
Currently solved the connection of Sell account to Zendesk. Recently solved a Smart List issue that was not showing any data, it took only a few minutes to the Zendesk team to do it.
Recommendations to others considering the product:
Don't hesitate to contact the Zendesk Support team in case you need a solution.
Very Complete CS Package
What do you like best about the product?
It is easy and intuitive for my agents. A new person can pick up the system very quickly, and it has all sorts of extra features to help your business deal with customers promptly and efficiently.
What do you dislike about the product?
Sometimes the actual nitty-gritty features can be a little confusing to set up initially.
What problems is the product solving and how is that benefiting you?
We've had all sorts of solutions come from using Zendesk. We filtered all tickets from a particular brand to better understand what types of issues we faced and how often to deal with them.
Great resource to confirm in-depth questions.
What do you like best about the product?
The ability to get an answer quickly and easily.
What do you dislike about the product?
Wish it were audible -- it might be faster.
What problems is the product solving and how is that benefiting you?
Work on the setup of Guide. In-depth answers and clarifications.
Gets the job done
What do you like best about the product?
It's pretty intuitive and easy to use. Has great customer service
What do you dislike about the product?
The reporting can be challenging to use but there are helpful knowledge base articles. I understand there's nuances since there's so many ways to slice and dice data as well,
What problems is the product solving and how is that benefiting you?
Trying to provide great customer service.
Zendesk
What do you like best about the product?
Organization
Customization
Chat and phone integration
Customization
Chat and phone integration
What do you dislike about the product?
Wish it had a pending closing status
Wish it did not provide the option for tickets to be reopened after it's been placed in a solved status.
Wish it did not provide the option for tickets to be reopened after it's been placed in a solved status.
What problems is the product solving and how is that benefiting you?
Additional accessibility to support team
T1 escalation to T2
T1 escalation to T2
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