Zendesk Suite
ZendeskExternal reviews
6,476 reviews
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It was the best of times, it was the worst of times...
What do you like best about the product?
UX generally good. Ample use of white space makes me calm and happy.
What do you dislike about the product?
Navigation not always consistent or intuitive. We're all busy, we support multiple systems. As someone who really only logs in monthly, I need to quickly find stuff and often find myself grumbling.
What problems is the product solving and how is that benefiting you?
Allows team members to find what they need and service customers directly, Keeps admins out of the loop mostly.
Very complete, but heavy to load
What do you like best about the product?
You can set it up in many different ways. The data reporting is very complete.
What do you dislike about the product?
There are some limitations. But the biggest problem is that sometimes Zendesk decides to roll a new interface that breaks everything and they don't give us the option to have it or not.
What problems is the product solving and how is that benefiting you?
We get thousands of tickets every month, and their ticketing system is very good. It could be slow, but it's very superior to others.
Useful to keep track of user ticket requests
What do you like best about the product?
It keeps everything together and in one place. I enjoy having the ability to search up past ticket requests using keywords and tags. The UI is kept simple and easy to learn, especially for those who are new to Zendesk.
What do you dislike about the product?
It could be my lack of Zendesk knowledge, but I dislike how challenging it is to set up proper triggers and have a sandbox environment (or equivalent) to test out the triggers. I find myself constantly creating new tickets just to try it out and afraid it would affect any new and incoming tickets.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite allows us to organize our ticket requests within one instance. Previously used an email address for all ticket requests, so as you can imagine that would get messy.
Easy and straightforward to use, much easier to collaborate.
What do you like best about the product?
Great to pass tickets from user to user, able to track what's open/closed.
What do you dislike about the product?
Metrics are ok, but would appreciate greater granularity. Timed reminders to follow up on old tix could be good.
What problems is the product solving and how is that benefiting you?
We primarily use ebay for sales, and this lets a support team of 5 handle ebay tickets. MUCH MUCH easier than forwarding emails from ebay around. Night and day.
Support was great, but ZenDesk can't integrate with WooCommerce MY ACCOUNT
What do you like best about the product?
ZenDesk gave me a response from a real person.
What do you dislike about the product?
It took over a day for me to get my response. Our company provides answers to tickets (we use ZenDesk) in 5-15 minutes, while ZenDesk takes 24-48 hours? Why would that be necessary?
What problems is the product solving and how is that benefiting you?
Ecommerce website / support system integration.
Great overall but with some annoyances
What do you like best about the product?
The organized layout is easy to get used to and customize to your needs
What do you dislike about the product?
The siren! It goes off at a time on a different time zone and randomly throughout the day. Its setting should not be under chat settings. It is not where someone would expect to find it.
The tab of the open ticket could be better highlighted. You can accidentally switch to an adjacent tab and update the wrong ticket
Performance is an issue. Drop downs populate very slow sometimes and when switching between open tickets
When leaving a space between text and a colon, the emoticons popup gets on the way. Use of another hot key should be assigned, as some of us like to leave that space and continue to type
When other analysts use the chat, the chat window appears on the screen for the rest of us intermittently as a flickering window which often interferes with our use of Zendesk
7/12/23 updated review :
The sire is gone FINALLY! I would like to see a place for communication drafts that is private to me. Currently, you can only save it as a yellow note
The tab of the open ticket could be better highlighted. You can accidentally switch to an adjacent tab and update the wrong ticket
Performance is an issue. Drop downs populate very slow sometimes and when switching between open tickets
When leaving a space between text and a colon, the emoticons popup gets on the way. Use of another hot key should be assigned, as some of us like to leave that space and continue to type
When other analysts use the chat, the chat window appears on the screen for the rest of us intermittently as a flickering window which often interferes with our use of Zendesk
7/12/23 updated review :
The sire is gone FINALLY! I would like to see a place for communication drafts that is private to me. Currently, you can only save it as a yellow note
What problems is the product solving and how is that benefiting you?
It is great for keeping track of your work by using the yellow notes and next step fields. Can link other related tickets. The various views can give you a customized list of what you are working on and set priorities
Complicated to use, but very powerful in certain areas.
What do you like best about the product?
Able to set up a complicated system like multibrand support and dynamic automation/triggers based on brand actions.
What do you dislike about the product?
Zendesk isn't an emailing platform by nature so this can make some of the features and customer interactions un-intuitive to use.
What problems is the product solving and how is that benefiting you?
Allows us to support multiple partners in different ways.
Great tool for start up companies!
What do you like best about the product?
The most user-friendly tool I've used ever. Best interface, flawless design. Easy to navigate as a new user, I can cater to our member's concerns much faster as it has one conversation.
What do you dislike about the product?
It may have bugs sometime as it doesn't notify me if we have chats or SMS. It is also laggy or slow when we have so many messages in our inboxes and sometimes our inbox is not organized.
What problems is the product solving and how is that benefiting you?
It caters to so much of our customer service in the past. We used it for emailing members, chatting with members, and calling our members. It was beneficial as it is easy to navigate.
User friendly
What do you like best about the product?
The bot response is quite simple. it will not force you to select the options available on the screen.
What do you dislike about the product?
Live agent response time is slow, i will not get any response within 4 hours. Normally the response will only get next day afternoon.
What problems is the product solving and how is that benefiting you?
Zendesk trigger, automation and explore issue. This has benefits my agents who working on the zendesk, ticket volume has been reduced.
They are good but reporting could be better.
What do you like best about the product?
I like that there is availability to speak to the guys via livechat. There are forums but I feel it can be difficult to find a resolve to your problem.
What do you dislike about the product?
There are forums but I feel it can be difficult to find a resolve to your problem.
What problems is the product solving and how is that benefiting you?
I am still ongoing with them at the moment but I am waiting to hear back from my account manager on further information.
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