Zendesk Suite
ZendeskExternal reviews
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Good but definitely could be better
What do you like best about the product?
The fact that you can add what you need and leave what you don't. The marketplace and consistent addition to it. The amount of knowledge content, webinars, training, etc.
What do you dislike about the product?
When new features are added they always feel half done or just a really base version of the feature. We sign up for most EAPs (Agent Workspace, Messaging, Context Panel, Adv AI) and end up not using the feature until years later because it's so sparse, has major bugs, or doesn't have the features necessary to support our users.
Also, anytime I have reached out to support or one of my peers has reached out to support, we've left feeling very frustrated and wondering how the top Customer Support platform has bad support
Also, anytime I have reached out to support or one of my peers has reached out to support, we've left feeling very frustrated and wondering how the top Customer Support platform has bad support
What problems is the product solving and how is that benefiting you?
The obvious one is customer retention. We use Zendesk to manage all customer requests from basic questions to respond to app reviews. We also use it for our legal compliance team to communicate with law enforcement, social care, understanding feature requests, and possible product improvements, port-in/out requests, and more
Intuitive Experience
What do you like best about the product?
I love how easy it is to set it up. Zendesk pretty much works out-of-the-box. I also love the amount of customisation available as an admin. The documentation is also pretty solid, which is a rare gem in this industry. Lastly, it was easy to get support when we need it. I had an unique use-case and couldn't find an answer in their support FAQ, but the live chat was superbly helpful. Their answers were timely and their speedy turnaround is impressive.
What do you dislike about the product?
Some of their support pages are outdated. For example, I was trying to find an answer to a question that people have asked before (https://support.zendesk.com/hc/en-us/articles/115005198547). I was relieved to see other people asking a similar question but disappointed when I scrolled till the end to note that there's no proper resolution. I ended up contacting their live support to resolve the issue. It's a minor gripe, but they could have avoided it if they frequently update their support pages.
What problems is the product solving and how is that benefiting you?
We wanted to have an effective ticketing system that we can deploy quickly. It has to be reliable and intuitive. Zendesk ticked all the checkboxes. It's a familiar name in this space and we are heartened to see many big companies using it as well. That good track record is important to bolster our confidence on its reliability and user-friendliness. We are happy to report that it did not disappoint in those two aspects.
Zendesk - a very comprehensive package for support
What do you like best about the product?
Great customization flexibility in most cases, like for instance the shopify templating language "liquid markup" for mails etc.
Very reliable and dependable
Good customer service for the product
Very reliable and dependable
Good customer service for the product
What do you dislike about the product?
There are some inconsistencies in the product that are hard to overcome:
- Account welcome mail for a new user: the Account name, not the user's Brand name is included in the message, and it cannot be configured.
- Some mail templates are not customizable
Triggers are great in general, but sometimes, their execution logic is less straight forward than Zendesk would make you believe.
- Account welcome mail for a new user: the Account name, not the user's Brand name is included in the message, and it cannot be configured.
- Some mail templates are not customizable
Triggers are great in general, but sometimes, their execution logic is less straight forward than Zendesk would make you believe.
What problems is the product solving and how is that benefiting you?
We use Zendesk for both self-service (Help Center / Guide) and ticketing support (Support and Chat).
We have achieved a high level of self service of the customers and also a high throughput in ticketing.
We integrated with various 3rd party systems, mainly via e-mail.
We have achieved a high level of self service of the customers and also a high throughput in ticketing.
We integrated with various 3rd party systems, mainly via e-mail.
Easy to use
What do you like best about the product?
easy to use and collect data from Zendesk
What do you dislike about the product?
IG and Youtube is still now available yet
What problems is the product solving and how is that benefiting you?
response all Facebook, Twitter, email, help desk and blog interaction
Recommendations to others considering the product:
For every brands that use email, blog or help widget, i recommended Zendesk.
Good multichannel tool
What do you like best about the product?
Gathers all information to one place to make customer services job easy.
What do you dislike about the product?
Some product improvements are not very easy to go through even though they get a lot of support from community.
What problems is the product solving and how is that benefiting you?
We are taking care of customer service tasks and also handling our communication for product suppliers via Zendesk. It's easy to know what to do next and all the information is in one place
Zendesk x Shipping Department
What do you like best about the product?
Zendesk allows us to get instant report through live-chat, which was super helpful when we started. Different Auto-responses are also set-up depending the email. Automations are a great help!
What do you dislike about the product?
Not a fan of the price, it is a bit too expensive for start up companies. There should be a plan for start up companies
What problems is the product solving and how is that benefiting you?
Our Auto-responses for our customers in the Shipping department
Amazing workspace, with easy addon functionality
What do you like best about the product?
I love how the whole Zendesk suite works together seamlessly and even allows for addon applications to simplify different functions such as media playback and messaging alternatives. Zendesk also smoothes the transition from different pages, like the help center to the forums, etc.
What do you dislike about the product?
There are a few things that don't work too well or are missing, such as a built-in media viewer for different file extensions. The UI/UX could be a little more pleasing, especially with a dark mode. Altogether, I think the whole system looks decent, but a few more options to customize it would make it feel more inviting.
What problems is the product solving and how is that benefiting you?
It is a lot easier to message customers with the workspace than it is with a lot of other ticketing systems, especially with direct emails instead of requiring sign-in by customers. A lot of customers who aren't too tech-savvy are still able to keep in contact via their email inbox.
Zendesk Support
What do you like best about the product?
Easy to learn and use. Good knowledge base.
What do you dislike about the product?
I wish we could have more flexibility on the licensing model. Not all of our agents require the same. Easier integrations with other platforms.
What problems is the product solving and how is that benefiting you?
Managing our support backlog.
Zendesk helping cryptocurrencies business and their customers
What do you like best about the product?
Zendesk is complete and powerful. Easy for our customers, and we have many insights to help our marketing team and our team foresee some bugs.
We also love the Answer Bot which helps a lot in terms of self-care.
We also love the Answer Bot which helps a lot in terms of self-care.
What do you dislike about the product?
There are too many plugins to use; some features could have been built-in such as Bulk editing macros for CS agents.
What problems is the product solving and how is that benefiting you?
Self-care and Customer Support in all its forms.
Recommendations to others considering the product:
Learn before deployment.
Zendesk does everything i need it to do and their help desk is pretty on top of new requests.
What do you like best about the product?
Lots of features, good pricing, answer bot works well.
What do you dislike about the product?
Their pricing structure can be a bit confusing. Other than that it works as advertised.
What problems is the product solving and how is that benefiting you?
SaaS customer ticketing mostly.
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