Zendesk Suite
ZendeskExternal reviews
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Zendesk Experience
What do you like best about the product?
The integrations & the overall accessibility
What do you dislike about the product?
Too many 3rd party apps to provide functionality instead of being built in Zendesk
What problems is the product solving and how is that benefiting you?
Helping me support user´s requests
Wild Earth Review
What do you like best about the product?
Zen Desk, offers a great range of services for all our business's needs. With phone, chats, email & API integrations we can't ask for much more. Perhaps a little on the pricey side but worth it for the size of our business. We would just ask for more reporting options as a long-standing member. All in all a positive rating from us.That we can comment & leave the information on our phone calls.
What do you dislike about the product?
The reporting function. For the price, we pay it should offer more features available & customizable.
What problems is the product solving and how is that benefiting you?
Glitches in Talk, as it sometimes cuts out. Not leaving our customers hanging or cut off our calls.
Zendesk opinion and feedback sharing
What do you like best about the product?
Zendesk Chat allowed us to communicate directly with the customers to provide quick resolutions.
What do you dislike about the product?
Limitations of the features like the Chat flow builder which does not allow users to return to previous options and the selection is limited to 6 categories.
What problems is the product solving and how is that benefiting you?
I could integrate Zendesk tickets with other platform such as web form which brings convenience to my team to better manage and monitor the ticket status.
Using Zendesk has been worthwhile
What do you like best about the product?
It's quite easy to use, you don't have to be a technical operator to use it. The look and feel are consistent throughout the interfaces and it makes you more efficient as an agent
What do you dislike about the product?
For now, I haven't noted anything that isn't helpful on Zendesk. Maybe I would in the future, I'm not sure
What problems is the product solving and how is that benefiting you?
It greatly improves customer experience because the messages sent to customers are more personalized, giving everyone a unique feeling. It's also great how it makes agents more efficient via macros, and automated messages
Excellent customer support with the best scalable software
What do you like best about the product?
During the integration, there are more than one suitable method you can use for almost anything. In any of the other tools, you would HAVE TO integrate in the way that the tools want it to be.
During the connections with other tools, it is always intuitive and you know that you will be able to do anything in any way you want.
During the connections with other tools, it is always intuitive and you know that you will be able to do anything in any way you want.
What do you dislike about the product?
I'd want the tickets to be replied through a slack integration too.
Apart from this, I'd want a react-native SDK to be used with the application. Right now, you need to fork out some unofficial ones.
Apart from this, I'd want a react-native SDK to be used with the application. Right now, you need to fork out some unofficial ones.
What problems is the product solving and how is that benefiting you?
We are an up-and-coming startup that is looking forward to getting some customer feedback and solving their issues, for these purposes it will be serving excellently for us.
On the plus side, they are also offering a startup solution almost unconditionally which is one of the best things happening for a small company.
On the plus side, they are also offering a startup solution almost unconditionally which is one of the best things happening for a small company.
Solid product, but some usability items to work on to reach superb!
What do you like best about the product?
Ticket and knowledge base built into the same product. Ability for the ticket support agent responses to add to the knowledge base.
Much better than other products I've used in the past.
SSO functionality is awesome - users are in by just clicking on a URL.
Much better than other products I've used in the past.
SSO functionality is awesome - users are in by just clicking on a URL.
What do you dislike about the product?
Ticket functionality needs work (cannot remove subject or description fields).
Not as intuitive to use when getting started.
Reports/dashboards needs some usability tweaking for the fields that can be reported on and for the fields to be used with conditional logic expressions.
Not as intuitive to use when getting started.
Reports/dashboards needs some usability tweaking for the fields that can be reported on and for the fields to be used with conditional logic expressions.
What problems is the product solving and how is that benefiting you?
One-stop for tickets and self help.
Zendesk User feedback
What do you like best about the product?
What's great about the Zendesk is that it is really beginner friendly, user friendly,easy to work with too and a very efficient support provider. I've been using this platform for 4 years not until our company changes our tool recently this year.
What do you dislike about the product?
The only thing that I dislike about Zendesk is that sometimes (not all the time) when Zendesk support system updates, we would encounter error or glitch on our end while using the tool.
What problems is the product solving and how is that benefiting you?
Well since Zendesk support tool is so easy to use and to manage, sending emails or chatting to our customer has been easier than ever and due to this our customer gives us amazing feedback about how efficient our service are.
A robust tool but not super user friendly
What do you like best about the product?
I like having light agents creating groups and organizations as well as the knowledge base/help center
What do you dislike about the product?
I don't like moving from admin center to guide to tickets, I wish I could assign tickets to light agents, I wish your default views were more intuitive and easy to see/change, There should be more templates to choose from for articles, getting specific help is a bit hard/time consuming and I want to integrate others apps and it's all overwhelming for a new customer. The training guides don't start or include the specific things I need as customer service my focus is my own customers, not my organization as a customer to zendesk, but most articles are written for developers at such a high level and there is SO much text it's too much to read and digest easily
What problems is the product solving and how is that benefiting you?
It is better than HelpDesk which were using before and has an actual app that works and the whole end to end customer support we can provide now is SO much better! And your sales persom was very responsive and helpful, unlike Freshdesk who we also got quoted. That is ultimately why we went with Zendesk, is the customer support for us.
I've enjoyed using zendesk over the last 3+ years
What do you like best about the product?
The usability day-to-day is pretty good. Easy tool to work out of. It's not very hard to train people in this tool to get them up and running and being able to take tickets.
What do you dislike about the product?
Some of the usability in the admin center could be better. When making changes to customization, it is commonly tedious and requires loads of clicks to make the changes (adjusting fields and forms, updating triggers/macros, etc). Additionally, creating help center articles should be easier. An import tool would be a big help here. Our team will create articles in a tool like google docs so that we can quickly collaborate and get the articles created. Then, the builder that is used in the Zendesk help center is tedious to recreate these articles in the help center. An import mechanism would be great. Also, there's a feature request with a lot of people in agreement that in the new agent workspace, Zendesk NEEDS to go back to having the ticket title on the tab for that ticket instead of the title of the requester.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to have multiple, configurable channels for receiving questions/feedback/messages/bug reports from our customers. As our business evolves, we can update the channels that are being used to better serve our customers and be more available to them. It's also allowing us to track trends based on custom fields we have on our tickets. This then allows us to report on those fields and have actionable takeaways from our Support tickets.
Its very user friendly
What do you like best about the product?
Everything is organized., Interfaraince has to more eiiective.
What do you dislike about the product?
Interference has to be more handy, We are not able to send the attachment on live chat/WhatsApp.
What problems is the product solving and how is that benefiting you?
I am not able to see my unsolved tickets option on lift hand side.
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