Zendesk Suite
ZendeskExternal reviews
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Easy to navigate, helpful support
What do you like best about the product?
Enjoy the customizations of using Zendesk, very robust!
What do you dislike about the product?
We've noticed some issues on our customer replies to tickets not reaching customers at times, could be a user error but that would be our biggest pain point
What problems is the product solving and how is that benefiting you?
Ticket organization and an overview of reporting for satisfaction and TTFR
Platform for you Customer Service needs!
What do you like best about the product?
Overall, we love using Zendesk. Implementing the Agent workspace has been great; it marries the chat and talk portals on one screen for more straightforward navigation. Many tools help assess our analytical reporting, which has helped to manage our team's KPIs, goals, and expectations. Also, it allows us to remain transparent. It has been a great tool for overall customer support. We love how Zendesk manages our customers within their interface; logging all interactions under their profile. We love the ability to add macros easily and have utilized the help center feature immensely. We also love how easily we can incorporate a help center article into an email using the knowledge base feature. Zendesk has allowed us to create enough of a seamless workflow to assist our customers asap!
What do you dislike about the product?
From the start, the configuration of multiple brands, triggers, etc. was definitely confusing. You may need IT assistance from your own company to help assist, especially for things like chat widget configurations. The setup was not intuitive, and the support was not very helpful. When new features are rolled out, sometimes their help center articles are not updated or do not help you enough to understand.
The answer bot has shown to be very to be desired. We understand it needs to learn to provide the best-suggested options, but the answer bot is not intuitive in emails.
We have also experienced odd issues with the basic flow of Zendesk. For example, when a customer replies to an email, we do not see the reply when opening the ticket. We have to close the ticket and re-open it to view the reply. When accepting a chat, we have seen a lag in the customer's message or loading the ticket itself. This has caused issues with our team's response time.
For basic, straightforward use Zendesk is great. But, I would agree with others. If you are looking for a system that you would like to truly customize, Zendesk may not be the best choice. And another agreeance I have is the price point can be very high.
The answer bot has shown to be very to be desired. We understand it needs to learn to provide the best-suggested options, but the answer bot is not intuitive in emails.
We have also experienced odd issues with the basic flow of Zendesk. For example, when a customer replies to an email, we do not see the reply when opening the ticket. We have to close the ticket and re-open it to view the reply. When accepting a chat, we have seen a lag in the customer's message or loading the ticket itself. This has caused issues with our team's response time.
For basic, straightforward use Zendesk is great. But, I would agree with others. If you are looking for a system that you would like to truly customize, Zendesk may not be the best choice. And another agreeance I have is the price point can be very high.
What problems is the product solving and how is that benefiting you?
We truly love the updates of having all customer information and interactions in one place. We hope to continue to see positive updates to clear some of the tech issues we have seen.
So far been pretty simple
What do you like best about the product?
Email support works well. And support has been good.
What do you dislike about the product?
Few too many package choices. Would like to be able to specify data location on lower packages.
What problems is the product solving and how is that benefiting you?
We are using it to track email support and telephone logged tickets.
Great Support!
What do you like best about the product?
It was easy to locate help once the issue began to impact us.
What do you dislike about the product?
If the issue had been discovered before it had to be reported, that would have bene ideal.
What problems is the product solving and how is that benefiting you?
The ticketing system was down, and they were able to fix it within a reasonable amount of time.
Zendesk is easy for both agents and customers to use
What do you like best about the product?
Zendesk is easy to learn for both agents and customers.
Love the ability to create either group or individual views, depending on the need. We can easily add categories to identify the types of requests we are getting. And customers can easily find articles we've posted for self-help.
Love the ability to create either group or individual views, depending on the need. We can easily add categories to identify the types of requests we are getting. And customers can easily find articles we've posted for self-help.
What do you dislike about the product?
While it is rare to have any issue with zendesk, customer service is not always properly equipped to handle the situation. With my last ticket with them, it seems I understood how the software worked better than them
It can be hard to run any type of analysis on categories/tags that have sub-headings. (For example we might have user: new and user: education. Can run analysis on either separately but not as a group.)
It can be hard to run any type of analysis on categories/tags that have sub-headings. (For example we might have user: new and user: education. Can run analysis on either separately but not as a group.)
What problems is the product solving and how is that benefiting you?
Makes it very easy to see what kinds of issues our customers are running into and share solutions among the agents. It is more efficient than trying to follow a trail of emails because it's all right there under the agent and/or category.
Well organized, insightful, and knowledgeable about the issue at hand.
What do you like best about the product?
Having a real person to be able to interact with to help identify or solve the issue that is occurring.
What do you dislike about the product?
Potential waiting times between opening the message and being matched with a live support agent, occasional long wait times between messages sent (varies depending on demand at the time the chat was created).
What problems is the product solving and how is that benefiting you?
Emails being sent to our support address do not always create a Zendesk ticket, sometimes we'll only find out about an email that was sent to us because a customer will call and ask for an update on their support request and why we never responded to them (because the Zendesk ticket was not created).
It's the service that you definitely have to use if you don't want customer service becomes a burden
What do you like best about the product?
The capability to configure messages from different sources and use triggers and automation to get things done without human interfering.
What do you dislike about the product?
It could be a bit difficult to understand at the beginning. But once you dig into it, it's going to rock your world.
What problems is the product solving and how is that benefiting you?
We can see and address questions/issues in the same place. This saves a lot of time going back and forth. And it also combines messages from the same person sent to different sources.
keep up the good work
What do you like best about the product?
helpful support team on every perspective
What do you dislike about the product?
Cost is slightly high but i believe it is worth for the money
What problems is the product solving and how is that benefiting you?
enable every possible channels to keep our engagement with customer
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.
revolutionized our support desk
What do you like best about the product?
super easy to implement and has a lot of add on apps. it meets our needs and can expand to new features in the future
What do you dislike about the product?
exporting data like articles to another system will be a pain
What problems is the product solving and how is that benefiting you?
increased efficiency of support desk by 30% compared to working in Outlook
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