Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Pros and cons but overall worth the investment
What do you like best about the product?
Zendesk's main pros include the quality and efficiency of the email-based ticketing and the range of options for customizing user guides. Additionally, their Support team is among the faster responding and more thorough of other CMS systems.
What do you dislike about the product?
While the Suite contains a full spectrum of support options, the format of phone support and chat does not work efficiently in conjunction with email for small teams whose roles' encompass all forms of support (chat, email, call). For teams that are able to distribute the type of contact to different teams, the system would work fine, but for teams that cannot, it is inefficient to source all support through the Zendesk Support Suite.
What problems is the product solving and how is that benefiting you?
The Suite enables efficient email communication with our users and the ability to publish extensive user help guides. The help guides in particular have allowed our team to remain small but still provide an excellent level of support to our users.
Great but complicated
What do you like best about the product?
I like the email ticketing system the best and how you have a 360 view of the customer.
What do you dislike about the product?
Zendesk explore, it's too complicated to use. It's also hard to have visibility of your agents, whos logged in at what time and at what ticket.
What problems is the product solving and how is that benefiting you?
It's helping us report on our customers communication to improve products/services
Good for starter
What do you like best about the product?
What I like about Zendesk is that it is very user-friendly which is good for starters. There are also a lot of options to customize it depending on the need of your business. In terms of reporting, it is easy to get the data that you need. Since it has been in the industry for a very long time, a lot of others tools can be integrated with it.
What do you dislike about the product?
I'm not a fan of the multiple tabs. When we were using Zendesk we have to open Zendesk chat on a different tab because that was the better option and we had problems doing it on the main tab. We also opted for a different company just to handle our calls and go back to Zendesk just to close the conversation. It also has too many additional steps in terms of merging if a member reached out from different channels.
What problems is the product solving and how is that benefiting you?
It was helping us in terms of our customer service side. It was easy to respond to our members, especially through chat. It was easy to identify the conversations that were assigned but were not responded to yet.
This is not something I talk with my friends.
What do you like best about the product?
The platform is pretty intuitive and has many useful features
What do you dislike about the product?
It doesn't work well with some add-ons(in this case Blackbox - a tool that helps you copy text from a picture/screenshot). The add on took the ability to use keyboard shortcuts for zendesk text editor.
What problems is the product solving and how is that benefiting you?
It was a team effort, nad helped me go in the right direction.
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.
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