Zendesk Suite
ZendeskExternal reviews
6,476 reviews
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Good experience and helpful support
What do you like best about the product?
Easy to get support via multiple channels like email, chat, call and text messages. The response was quick and thorough, and the historical chat helps add context to resolving issues more effectively.
What do you dislike about the product?
Nothing. I was a bit confused at first since it took a while to find the chat support option in the website, but once I found it, it was easy to get help and my issue was resolved so no big deal.
What problems is the product solving and how is that benefiting you?
It helps users get in touch with Zendesk support staff and resolve outstanding issues. It helps me get the support that I need to solve the problems that I cannot solve by myself.
Helpful but slow to respond
What do you like best about the product?
My problem was taken care of, but it took about a week, with getting my representative involved.
What do you dislike about the product?
I do not like that we are a low priority because of the number of licenses. We shouldn't be prioritized that way. We also should be able to have some basic help without paying thousands of dollars each time.
What problems is the product solving and how is that benefiting you?
We were reducing the number of licenses on our account due to a RIF in the organization. After a week, this was not resolved, then I was told it was, and then we were charged for the previous number of licenses. That was resolved, and I requested some help from our rep with Zendesk chat. I was then given articles and told that my customer success person couldn't help me, it's a couple thousand dollars.
It is a good software but it has its limitation.
What do you like best about the product?
Effortless connectivity with support emails and phone numbers.
Easy to assign tickets to the specific group of resolvers.
It is great that for every brand, a guide can be created. Each client can have their help centers.
Triggers and views are very helpful, it is not difficult to set them up.
Easy to assign tickets to the specific group of resolvers.
It is great that for every brand, a guide can be created. Each client can have their help centers.
Triggers and views are very helpful, it is not difficult to set them up.
What do you dislike about the product?
From the beginning, UI was confusing, it was a little hard to search for the features.
I need to have multiple clients and distinguish between them. I didn't know how to do it, I was confused between organisations and brands. Brands are hidden in the admin center, Organizations are in the support center view.
Tickets cannot be sorted by created time. I have to use business hours, it is complicated and I would have to get the Enterprise plan to have more business hours. it is very limiting for our business case.
I do not like that while responding ticket, we cannot CC some other email address, this address has to be in the system as a user.
I need to have multiple clients and distinguish between them. I didn't know how to do it, I was confused between organisations and brands. Brands are hidden in the admin center, Organizations are in the support center view.
Tickets cannot be sorted by created time. I have to use business hours, it is complicated and I would have to get the Enterprise plan to have more business hours. it is very limiting for our business case.
I do not like that while responding ticket, we cannot CC some other email address, this address has to be in the system as a user.
What problems is the product solving and how is that benefiting you?
We want to have a team (or more teams) that will be resolving inquiries from end users of our multiple customers. These customers have their own systems, but in order to know about the incoming issues, our agents would have to be signed into too many systems. We want to redirect these inquiries to Zendesk so we make it easier for our agents.
No Longer Our #1 Recommended Customer Experience Platform
What do you like best about the product?
Smooth, straightforward interface—can easily switch between different features (email responses, reporting, live chat, etc). Can get started fairly quickly with only a small amount of training. With the right subscription tier, access to technical support is fast and efficient.
What do you dislike about the product?
Pricing can get pretty steep as you add on features. Most of our clients are small businesses in a stage of growth—so while the features make perfect sense for their teams, sometimes the bill ends up pricing our people out. They also recently removed basic reporting from their basic Support Team plan (used to be included) which is a HUGE bummer, as well as removing quick live support (have to send an email instead). That being said, we still typically try to roll a client out into Zendesk before moving onto something less expensive, simply because the startup is so fast and easy.
What problems is the product solving and how is that benefiting you?
The main reason we previously turned our clients to Zendesk Support (Team or Suite) was that their teams were growing and they were answering enough customer support emails that they need to add to their team and thus need a comprehensive organization system for incoming messages that all team can see, prioritize, and collaborate to find solutions. (Zendesk still covers these pieces, but we no longer recommend them for smaller companies with learner budgets.)
Powerful experience out of the box but super annoying to configure
What do you like best about the product?
Features out of the box are pretty extensive
What do you dislike about the product?
really annoying to configure, multiple tabs open for every setting you change
What problems is the product solving and how is that benefiting you?
Customer service
Great All-In-One Tool to Scale Customer Service
What do you like best about the product?
Zendesk Support Suite has been a game changer for our business over the years. The native products living in the same Agent Workspace make for super easy organization and triaging of tickets to meet our customers where they are. I really enjoy the in-app chat with their support team for questions, the ease of setting up macros, triggers and integrations, and the overall UI of engaging with the tool.
What do you dislike about the product?
A few recent pain points for us that seem small but cause a lot of friction:
1. The inability to scale down our license count in non-peak season. This is a common subscription feature for competitors now, and Zendesk has a very rigid policy that once you add a license, you're stuck with it until the end of your annual contract term. Similarly, the inability to transfer licenses in one Zendesk product to another. For example, we stopped using Sell this year and can't take advantage of those licenses in Support or Talk.
2. The limitation of only 12 public views in Agent Workspace. We have a large support team and need more customization options regarding shared views.
3. The lack of customization options when it comes to CSAT survey formatting, the lack of a Customer Effort or NPS survey
4. The inability to identify duplicate contacts from the same user without manually scanning the queue to find and merge them one by one.
5. Configuration of Messaging/Web Widget/Chat is confusing and hard to navigate.
1. The inability to scale down our license count in non-peak season. This is a common subscription feature for competitors now, and Zendesk has a very rigid policy that once you add a license, you're stuck with it until the end of your annual contract term. Similarly, the inability to transfer licenses in one Zendesk product to another. For example, we stopped using Sell this year and can't take advantage of those licenses in Support or Talk.
2. The limitation of only 12 public views in Agent Workspace. We have a large support team and need more customization options regarding shared views.
3. The lack of customization options when it comes to CSAT survey formatting, the lack of a Customer Effort or NPS survey
4. The inability to identify duplicate contacts from the same user without manually scanning the queue to find and merge them one by one.
5. Configuration of Messaging/Web Widget/Chat is confusing and hard to navigate.
What problems is the product solving and how is that benefiting you?
Zendesk has been our team's helpful and affordable out-of-the-box solution for many years. I'm hopeful that some of the product tech debt will be prioritized soon.
I think Zendesk is a great tool however it might need some QoL changes/additions to recommend it!
What do you like best about the product?
The best aspects of Zendesk are that interactables are easily accessed and viewable, filtering/searching/adding tags for tickets is easy, and utilizing tools such as auto-answers in conjunction with third-party tools like halp is great!
What do you dislike about the product?
Customization needs some more work, simple things such as themes or customizing view and home page setting (per agent) would be great. Some things are hidden behind to many settings/buttons. Making Macros or fields more easily accessible. Customizing and changing you view settings (not just listed off but different view options?) Offering more in-depth metrics and analytics (such as how many times someone has been CC'd on a ticket)
What problems is the product solving and how is that benefiting you?
Ticket triaging is a big help, we have different teams/departments that are slowly being introduced and utilizing Zendesk, because the system is the same for everyone it is very easy to train people to get into Zendesk. We'd like to get as many teams as we can utilizing one central support system for easy communication and triaging between peers and (eventually customers)
Does what it needs to do!
What do you like best about the product?
Zendesk chat is probably my favorite feature for the ease of use.
What do you dislike about the product?
I wish Zendesk was more drag and drop from an admin perspective then dealing with script, queries, and having to manually set everything up in the admin center. I also don't like how reporting changes numbers based on when you pull the report
What problems is the product solving and how is that benefiting you?
I love that we can now use talk, chat, email and guide in one place. It is much easier to manage then separate tools. As a manager, this does help with effienciu for my team.
Sometimes I find zendesk very slow in customer service.
What do you like best about the product?
I've used other services and what I like most about Zendesk is its availability and security. Zendesk always works for my clients, my agents like the simple interface and that creates a lot of security for our team.
What do you dislike about the product?
I think customer service can improve, not all users are that experienced and sometimes when I turn to support I see that something can improve the relationship between us and Zendesk.
I also believe that improvements in support for partner apps could be implemented.
The apps are many and we don't know how to use them often. Invest in training so that the centers are more robust with partner apps.
I also believe that improvements in support for partner apps could be implemented.
The apps are many and we don't know how to use them often. Invest in training so that the centers are more robust with partner apps.
What problems is the product solving and how is that benefiting you?
Our company has developed an app to retain customers in stores, we have been using zendesk for many years to fulfill the items requested by customers via support, we have guide and support as our customer relationship channel.
Whenever customers encounter problems with our app, they use the zendesk relationship center to contact us, and we centralize all follow-up there.
Customers report problems with logging in to their app accounts, failures to count their points and other types of demands such as registration changes and others.
Whenever customers encounter problems with our app, they use the zendesk relationship center to contact us, and we centralize all follow-up there.
Customers report problems with logging in to their app accounts, failures to count their points and other types of demands such as registration changes and others.
Been using for 1 week
What do you like best about the product?
Explore documentation, community, and recipes
What do you dislike about the product?
Unable to filter datasets to create a different version of the same dataset. Also importing other datasets into Explore without having to import the data into Support.
What problems is the product solving and how is that benefiting you?
Data analytics for optimizing my team's workflows.
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