Zendesk Suite
ZendeskExternal reviews
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Very happy with the functionality
What do you like best about the product?
I like the number of channels that you are able to access and manage in one place. It makes being an admin of the tool very easy. The level of analytics that you are also able to surface by using Zendesk, makes strategic decision-making very easy to do.
What do you dislike about the product?
The one thing that I am not a huge fan of is the look of emails that get sent to customers. It is so obvious that is has gone through a ticketing system, and while I understand that is useful in some cases, it's not the best experience.
What problems is the product solving and how is that benefiting you?
We are solving visibility into the support team and how we can improve as a business. Along with this, we are trying to make sure that we have streamlined our processes as much as possible as well as closing feedback loops with product and engineering. Ultimately, we want to serve our customers in the best way possible and do that by using a variety of channels that Suite has to offer.
Recommendations to others considering the product:
Make sure to read through all of the knowledge articles!
Great Customizable Ticketing Software
What do you like best about the product?
I like how customizable the software is through triggers and automation.
What do you dislike about the product?
Some features that come standard in other ticketing software are not standard here.
What problems is the product solving and how is that benefiting you?
I am solving internal Helpdesk tickets, but the potential to solve much more is apparent.
Recommendations to others considering the product:
Look at the community page for great ideas!
It's great how Zendesk provides businesses with the ability to drive connected customer experiences
What do you like best about the product?
The connected customer experience capabilities to support omni-channel and the enhanced capabilities brought into the fold through the acquisition of smooch/sunco
What do you dislike about the product?
The complexity involved in building reports using explore and custom metrics and custom fields.
What problems is the product solving and how is that benefiting you?
Build a bit once and deploy across many messaging channels
Really awful service. 0 stars.
What do you like best about the product?
I like literally nothing about Zendesk Support Suite.
What do you dislike about the product?
I have been going around in circles for almost a month; nobody has resolved my issue. I'm just passed from team to team with nobody overseeing this. Slow replies. The account Manager doesn't reply to emails promptly, nor does she have any way to contact them besides email. I am beyond frustrated and our company is about to walk away from Zendesk products overall, having used them for years. I keep asking for the issue to be escalated, but nothing. Really don't bother with Zendesk - they truly are awful if anything goes wrong.
What problems is the product solving and how is that benefiting you?
I have been going around in circles for almost a month; nobody has resolved my issue. I'm just passed from team to team with nobody overseeing this. Slow replies. The account Manager doesn't reply to emails promptly, nor does she have any way to contact them besides email. I am beyond frustrated and our company is about to walk away from Zendesk products overall, having used them for years. I keep asking for the issue to be escalated, but nothing. Really don't bother with Zendesk - they truly are awful if anything goes wrong.
Zendesk Support
What do you like best about the product?
Zendesk provides detailed information which are relevant to solving the issue.
What do you dislike about the product?
When there are many users asking, Zendesk takes a while to respond back.
What problems is the product solving and how is that benefiting you?
To have a live chat on our website. We realize the importance of having a live chat and a clean inbox.
It is very easy to navigate.
What do you like best about the product?
The ease of filling customer information and keeping everything simple to navigate
What do you dislike about the product?
Sometimes I have issues merging contacts if the email or phone number is being used
What problems is the product solving and how is that benefiting you?
Helps keeping customer information accessble
Very helpful support
What do you like best about the product?
The support staff were able to identify the exact line in an API call that was preventing a trigger from firing off
What do you dislike about the product?
The wait time could be improved. When joining live chat for support I was put in a queue of 16 others
What problems is the product solving and how is that benefiting you?
I am trying to troubleshoot a list a of triggers that help automate our internal support
Recommendations to others considering the product:
Understand the context of your issue. Be prepared to explain what you are trying to accomplish, what steps you have taken, and what is preventing you from accomplishing that goal.
its the best support service ticketing system that i have used since 2014, to me is great
What do you like best about the product?
Very agile, sharable, easy, fast, friendly
What do you dislike about the product?
some of the limitations in Help center desgin customizations, and prices for templates are really high
What problems is the product solving and how is that benefiting you?
light agents access, helped us bring other departments into our support, easier and faster process
A standout system brining everything into one place
What do you like best about the product?
The system is really quickly to set up and get running, if you run into any problems the staff are incredibly helpful and happy to assist.
What do you dislike about the product?
Sometimes small things can require multiple steps.
What problems is the product solving and how is that benefiting you?
Zendesk is a great solution for dealing with our clients in a central location before we struggled with communication company-wide.
My review of Zendesk Support Suite
What do you like best about the product?
Being able to share a screenshot of my issue very quickly. It really enabled me to show the complication.
What do you dislike about the product?
The wait time would be the one thing I did not enjoy, but it was relatively short compared to other times.
What problems is the product solving and how is that benefiting you?
I can get issues solved quickly so I can move on with my day.
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