Zendesk Suite
ZendeskExternal reviews
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Zendesk experience
What do you like best about the product?
integration with SF and other applications
What do you dislike about the product?
nothing really as i think ZD has been very helpful
What problems is the product solving and how is that benefiting you?
manual processing of support inquiries which becomes very tedious when done through emails
Great Product with an Easy Entry for point Administration
What do you like best about the product?
Zendesk is one of the easiest tools to administer at our company and has proven to be one of the most powerful tools for our operations.
We have been able to automate tasks with/without our internal tech resources and made our customer experience all the better.
We have been able to automate tasks with/without our internal tech resources and made our customer experience all the better.
What do you dislike about the product?
Zendesk can be slow to resolve issues and has a relatively slow response to issues. Many times when reaching out to support I've been shared FAQs that do or do not address the issues at hand. But generally, it's an easy system to troubleshoot.
What problems is the product solving and how is that benefiting you?
Zendesk solves the task of tracking our customer journey from beginning to end and has given our product team direction to plan, and attack customer pain points.
Many great features, several downfalls
What do you like best about the product?
The shared inbox is great to be able to ensure customers are getting rapid support and attention. We love the text feature so we can provide support via text.
What do you dislike about the product?
There is no control over suspended tickets. Even if you whitelist certain organizations, many very important tickets are in suspended. Even emails from zendesk.
What problems is the product solving and how is that benefiting you?
We like to offer customers the option to text their questions.
Quick & Easy Support
What do you like best about the product?
Time of response, ease of use and agent knowledge.
What do you dislike about the product?
The fact that I had to contact Support in the first place.
What problems is the product solving and how is that benefiting you?
I was able to access the mobile app which allows me to do work remotely more efficiently.
Good support - could benefit from some more product knowledge
What do you like best about the product?
Very quick responses from the members of staff.
What do you dislike about the product?
Long wait times and it seemed like the staff didn't necessarily know what they were talking about
What problems is the product solving and how is that benefiting you?
They can selve communication problems and also problems about how to best use the platform
It is a good software but it has its limitation.
What do you like best about the product?
Effortless connectivity with support emails and phone numbers.
Easy to assign tickets to the specific group of resolvers.
It is great that for every brand, a guide can be created. Each client can have their help centers.
Triggers and views are very helpful, it is not difficult to set them up.
Easy to assign tickets to the specific group of resolvers.
It is great that for every brand, a guide can be created. Each client can have their help centers.
Triggers and views are very helpful, it is not difficult to set them up.
What do you dislike about the product?
From the beginning, UI was confusing, it was a little hard to search for the features.
I need to have multiple clients and distinguish between them. I didn't know how to do it, I was confused between organisations and brands. Brands are hidden in the admin center, Organizations are in the support center view.
Tickets cannot be sorted by created time. I have to use business hours, it is complicated and I would have to get the Enterprise plan to have more business hours. it is very limiting for our business case.
I do not like that while responding ticket, we cannot CC some other email address, this address has to be in the system as a user.
I need to have multiple clients and distinguish between them. I didn't know how to do it, I was confused between organisations and brands. Brands are hidden in the admin center, Organizations are in the support center view.
Tickets cannot be sorted by created time. I have to use business hours, it is complicated and I would have to get the Enterprise plan to have more business hours. it is very limiting for our business case.
I do not like that while responding ticket, we cannot CC some other email address, this address has to be in the system as a user.
What problems is the product solving and how is that benefiting you?
We want to have a team (or more teams) that will be resolving inquiries from end users of our multiple customers. These customers have their own systems, but in order to know about the incoming issues, our agents would have to be signed into too many systems. We want to redirect these inquiries to Zendesk so we make it easier for our agents.
Great support
What do you like best about the product?
The support staff is very helpful during the setup process. Plugging it into our shopify store is easy, and we were up and running in no time. Compare to Freshdesk, which the chat feature alone cost 99 a month, I think Zendesk is decently priced.
What do you dislike about the product?
The support ticket system get some getting used to. I am still hoping to get a Discord integration. UI is kinda old, but functional.
What problems is the product solving and how is that benefiting you?
The omni channel through email, Twitter, Facebook and chat is what we wanted and what we got with Zendesk. Now I spend less time going through all the channels to find that one message where someone complained about a faulty product.
No Longer Our #1 Recommended Customer Experience Platform
What do you like best about the product?
Smooth, straightforward interface—can easily switch between different features (email responses, reporting, live chat, etc). Can get started fairly quickly with only a small amount of training. With the right subscription tier, access to technical support is fast and efficient.
What do you dislike about the product?
Pricing can get pretty steep as you add on features. Most of our clients are small businesses in a stage of growth—so while the features make perfect sense for their teams, sometimes the bill ends up pricing our people out. They also recently removed basic reporting from their basic Support Team plan (used to be included) which is a HUGE bummer, as well as removing quick live support (have to send an email instead). That being said, we still typically try to roll a client out into Zendesk before moving onto something less expensive, simply because the startup is so fast and easy.
What problems is the product solving and how is that benefiting you?
The main reason we previously turned our clients to Zendesk Support (Team or Suite) was that their teams were growing and they were answering enough customer support emails that they need to add to their team and thus need a comprehensive organization system for incoming messages that all team can see, prioritize, and collaborate to find solutions. (Zendesk still covers these pieces, but we no longer recommend them for smaller companies with learner budgets.)
Great support!
What do you like best about the product?
I like the messaging part of it. You can leave Zendesk and do other important things and will get notified once support comes in. I understand why the filter of messaging is there, but I feel like every query is essential to be resolved immediately.
What do you dislike about the product?
I understand the filter of query, so Zendesk can provide immediate assistance to issues that impact customers and resolve the other problems that do not require immediate assistance. But I feel like every query should be answered promptly or within an hour.
What problems is the product solving and how is that benefiting you?
When I need support, Zendesk is available to answer my questions. Having someone to guide you on why things work and do not work in some Zendesk functions is really great!
Powerful experience out of the box but super annoying to configure
What do you like best about the product?
Features out of the box are pretty extensive
What do you dislike about the product?
really annoying to configure, multiple tabs open for every setting you change
What problems is the product solving and how is that benefiting you?
Customer service
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