Zendesk Suite
ZendeskExternal reviews
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A highly customisable system, with some great features out of the box.
What do you like best about the product?
Zendesk offers a load of great features to be able to manage customer tickets in huge volumes, It offers us the ability to be able to set up custom ticket routing based on any number of variables. ZD does release new updates all the time to improve the platform a which can be really useful.
I think the best way to describe Zendesk is, it's like an operating system, you can configure it to do nearly anything you want and when you can't there are countless third-party apps to help.
I think the best way to describe Zendesk is, it's like an operating system, you can configure it to do nearly anything you want and when you can't there are countless third-party apps to help.
What do you dislike about the product?
There are some features missing that could be really useful for our use cases, a few things that come to mind are improving the automation creation page, allowing for more than 12 views in the agents views page. Allowing for better grouping of triggers (subcategories). A way to visually see how tickets are being routed.
What problems is the product solving and how is that benefiting you?
It allows us to handle millions of customer tickets all in one platform, We've been able to set up custom routing and automatically solve customer tickets using Zendesk's API, along with App from the extensive marketplace.
It works but not very customisable
What do you like best about the product?
To set triggers and send appropriate emails
What do you dislike about the product?
It is not very easy to configurable when integrated with API
What problems is the product solving and how is that benefiting you?
Ability to set precustomised emails from Zendesk to our requestors and clients
We do not have to manage the execution of triggers or email templates. The set up is fast and easy to integrate
Language support is also good, however it is designed keeping Zendesk used as a front end and not as an API
We do not have to manage the execution of triggers or email templates. The set up is fast and easy to integrate
Language support is also good, however it is designed keeping Zendesk used as a front end and not as an API
Zendesk Staff is Awesome!
What do you like best about the product?
The UI is fairly user friendly, though you need to have some knowledge of how case management systems work, I feel like there may be many features I could be using, but haven't yet had the time to truly explore.
What do you dislike about the product?
When utilizing triggers and automations, I'm not sure I will ever be utilizing this to my potential just because the system is only as intuitive as the user who builds it.
What problems is the product solving and how is that benefiting you?
We were looking for a system that manages our cases with external vendors, monitors SLA committments from those vendors, and have a centralized knowledge center.
Recommendations to others considering the product:
Come prepared with exactly what your needs are for utilizing Zendesk (things you'd love to have automated, service levels, articles for knowledge center, etc).
Great tool for staying on top of customer service and managing process
What do you like best about the product?
Functionality of Macros and Triggers allows for simplifying business training and controlling processes.
What do you dislike about the product?
Limited functionality of SLAs managing for OLA type processes. I wish we could set SLAs based on internal notes as opposed to public replies, which would allow for greater functionality.
What problems is the product solving and how is that benefiting you?
Bringing everyones email inboxes into a joined tool. This allows for visibility to diagnose breaks in process, and also to share workload
Zendesk is a giant in the industry for a reason!
What do you like best about the product?
Zendesk has a clean functionality that makes it beyond easy to interact with their system interface. There is no guessing where your tickets are and who is working on them!
What do you dislike about the product?
I wish that the native Zendesk analytics system, Explore, was a little bit better. I remember the old analytics system and honestly, I liked it better than the current Explore. Running Queries is easy but the way those queries are viewed can be a bit annoying.
What problems is the product solving and how is that benefiting you?
There is nothing more centrally important than the customer. Zendesk has ALWAYS had great customer support themselves and has allowed me to interact with customers in a more meaningful way.
Clarity meets automation
What do you like best about the product?
The capability to view critical KPIs that help me access customer satisfaction and teammate bandwidth
What do you dislike about the product?
Some of the fields are very static and more often than not the solve for this is "create a trigger", instead of being able to manipulate dynamic fields without manually creating triggers/automations.
What problems is the product solving and how is that benefiting you?
I am able to see agent activity which allows me to monitor my team's bandwidth.
Perfect support
What do you like best about the product?
I was passed to the most appropriate person to help resolve the issue (all via the chat function) and the resolution was pretty swift.
What do you dislike about the product?
I can't really fault the service based on the experiences I have had.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to have a Centralised CRM with the inclusion of marketplaces (including multiple languages) with relative ease. In addition, the trial allowed us to test the demand for additional functionality such as live chat.
Support has improved for Zendesk, but could still use work
What do you like best about the product?
The agent i spoke with asked lots of questions and almost immediately informed me they would go into the account to determine what was going on (using account assumption). I appreciated the initiative
What do you dislike about the product?
I find sometimes ZD agents take a very long time to reply to me. For example, they'll ask me something (ex. "when did you put this change in place?) and I'll reply ("2 weeks ago") and then it's radio silence for 5-8 mins. Usually at that point I need to prompt them ("is there anything you need clarification on?") and in these instances I'm unsure of whether they're actually looking into my account or just serving other people, but it makes me feel like just a number to the agent. It would be good for them to confirm "one moment, im looking into this, etc"
What problems is the product solving and how is that benefiting you?
Solving ad-hoc issues that google can't help me solve and can't find my answers on the ZD help center. I like it for more complicated issues that seem to be a fluke within our own system.
Recommendations to others considering the product:
Zendesk can be a really great and powerful tool, but it has it's limitations. If you happen to have someone on your team who knows ZD well, you'll probably be able to get it up and running fairly easily. However, if you have particular functions you are looking to implement (live chat, phone calls, help center, etc) I would strongly recommend researching ZD's abilities and what you get for each tier/platform before committing. I find that although ZD does its basic purpose (lets us talk to our customers), it is lacking in so many ways as well. Researching the ZD help center is often an effort in futility as I often come across articles that are old, outdated, and irrelevant. Their support has really gone downhill in the last year. If I had known that ZD support was what it was now before I signed up for ZD, I would have chosen a different CSM. Overall, ZD does what we need it to do, but I am not convinced it is the best tool for the job.
The chat feature was quick at most a 5 minutes
What do you like best about the product?
The chat feature as well as allowing zendesk suport access to zendesk for a period of time.
What do you dislike about the product?
I didn't like that there was not much of a warning when implementing a new tool or feature was being switched up.
What problems is the product solving and how is that benefiting you?
It's quick that's a plus. I can just hop on the chat and ask my question. You do have to be very clear in describing what the issue is. So for people who don't know that can be an issue.
Long Time User
What do you like best about the product?
I like the localization of tools and utilizing the agent workspace for my agents.
What do you dislike about the product?
Explore. There are many limitations of what I can and can't pull down from our Zendesk instance within the Explore tool.
What problems is the product solving and how is that benefiting you?
We are solving for the rate of communication with government representatives. The automation and APIs are incredibly useful in accomplishing our goals.
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