Zendesk Suite
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Zendesk Support Suite
What do you like best about the product?
Zendesk Support Suite is an effective interface for Agents and Admins alike. It can be configured in simple and complex ways for all-size organizations. As an agent, you can see the tickets you need to see with views and information about the customer through custom fields. You can operationalize your internal policies using the SLA feature as an admin and use triggers to route tickets to the agent group that is right for the task in realtime.
What do you dislike about the product?
I don't like that we can't customize much of the layout for agents. Fields are always on the left and apps always on the right. Even though we can collapse the apps on the right, that real estate could be used for other important customer information, for example.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us provide top-of-class support for our customers in an effective way. Customers know how to contact us and Zendesk helps us get the ticket to the agent that is best suited to solve their problem.
Quick and helpful
What do you like best about the product?
Easy to use and easy to get a quick response. I like that it's directly accessible wherever I'm navigating on Zendesk
What do you dislike about the product?
Honestly, there's nothing that immediately jumps out that I dislike or that is difficult to use
What problems is the product solving and how is that benefiting you?
It lets me quickly learn what I need to manage and assist my team. I'm new to a recent position and learning on the fly, but Zendesk Support Suite makes it easy to figure things out
Very straightforward, friendly, good support provided
What do you like best about the product?
Different options and setups to use to suit your business and a great support network when unsure about things.
What do you dislike about the product?
Some things can be a little techy to use
What problems is the product solving and how is that benefiting you?
How to make changes and set ups which are hard to understand
Easy to use and great for reporting
What do you like best about the product?
I love how easy everything is to set up, making a busy day that much better. The reporting tools are so in-depth and provide my department and the company I work for with great detail.
What do you dislike about the product?
There isn't really much I dislike other than sometimes when needing advice from the agents- Most of the time, a query isn't urgent, but when it is, I find although the response time is short (mainly a couple of hours), I do often want a quicker response time.
What problems is the product solving and how is that benefiting you?
Our company used a different CRM system, and the reporting function was never great. However, Zendesk's reporting system provides the company with all the detail they need for customer queries and issues. It helps us improve our customer service and gain more knowledge on the common problems we are having, whether it be shipping or product issues, etc.
Intuitive, simple, easy to use
What do you like best about the product?
How easy it is to navigate the platform in a hurry, the macros and shortcuts make my life 100 times more accessible, and I can settle into a steady rhythm when working on issues.
What do you dislike about the product?
Specific options are baked in, and some are missing altogether. For example, a dark theme that would make it easier on the eyes and the ability to unmerge a ticket would also be widely appreciated.
What problems is the product solving and how is that benefiting you?
Expanding the ways our customers can get in touch with us (phone, email etc..), the integrations with other platforms allow us to work seamlessly with other teams.
I love how customizable Zendek support suite is, but it will take some time to learn
What do you like best about the product?
We love the fact that reports are easily customizable and shareable, creating macros is intuitive, and it's an easy tool for our team to use and learn with no hassle.
What do you dislike about the product?
The fact that we can't have different macros for multi-brands, it's awful. We have to differentiate macros from our two brands by name, which is not ideal. The sync with social media isn't suitable for us either, it's not fluid, and we had to get a 3rd party tool to handle these.
What problems is the product solving and how is that benefiting you?
The ability to stay in touch with our users and to reach out to them every time we need. Track our team's progress. Learn from CSAT. Many more.
The tool is fast, high available and trustfull
What do you like best about the product?
The tool is really easy to use and manage. I appreciate the performance and the high availability. The best thing on this is that we can trust and it is realiable
What do you dislike about the product?
The licensing management is a little bit confusing, different roles can consume the same license, I had a hard time understanding that, but the support team from zendesk was helpful and gave me a fast response
What problems is the product solving and how is that benefiting you?
It is helping my company share product documentation and updates to our customers, it easy to manage and integrate via API, at the moment our inside product help depends totally on zendesk
ITS EASY AND EFFECTIVE , GREAT SUPPORT
What do you like best about the product?
Zendesk support is easy to use, and response time is quick and convenient, the app itself is easy to use or let us say user friendly and manageable , id highly recomend it
What do you dislike about the product?
the down side is we are currently not using the call function so we do not have total control over calls , on the chat side Zendesk does give some errors when a browser is to full
What problems is the product solving and how is that benefiting you?
well the app does update a lot and nnew functions are visible, the new knowledge center function is great, and it does give information quicker , further more I can not say i have any problems
The easiest support solution I've ever used
What do you like best about the product?
How easy it is to integrate into everything, including code snippets for UI, simple guides for dns, email, etc.
What do you dislike about the product?
there are a few missing features, like setting different sizes for the widgets, but those are mostly not important enough.
Also, some features require talking to support and are not 100% self service.
Also, some features require talking to support and are not 100% self service.
What problems is the product solving and how is that benefiting you?
It provides an easy to use helpdesk solution for all our support needs. Having used several others before both as an admin and as a support engineer I can easily say this is the best one thus far.
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
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