Zendesk Suite
ZendeskExternal reviews
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Good ticketing platform
What do you like best about the product?
It's good that there are no ticket limits. I like that I can configure the views and add properties
What do you dislike about the product?
I don't particularly appreciate that the UI of the views is not customizable.
I would like to have more agent roles (Owner, Admin, Agent)
I would like to have more agent roles (Owner, Admin, Agent)
What problems is the product solving and how is that benefiting you?
Analyzing, order and efficiency on the support team
All in one tool for ultimate CX functionality.
What do you like best about the product?
I love that Zendesk support suite can house all of our support channels rather than having additional providers. It's a "one-stop hub" for all things support. It also has many settings that can enable you to personalize your instance for your unique team/business need. Data collection is also accessible, which is an added plus.
What do you dislike about the product?
It can be challenging to get going - there are many moving parts. But it's important to note that Zendesk does provide the support and training to help you get acclimated.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is enabling us to keep our team working within a singular support platform and is also allowing us to collect data as we see fit through custom tags.
Great All-In-One Tool to Scale Customer Service
What do you like best about the product?
Zendesk Support Suite has been a game changer for our business over the years. The native products living in the same Agent Workspace make for super easy organization and triaging of tickets to meet our customers where they are. I really enjoy the in-app chat with their support team for questions, the ease of setting up macros, triggers and integrations, and the overall UI of engaging with the tool.
What do you dislike about the product?
A few recent pain points for us that seem small but cause a lot of friction:
1. The inability to scale down our license count in non-peak season. This is a common subscription feature for competitors now, and Zendesk has a very rigid policy that once you add a license, you're stuck with it until the end of your annual contract term. Similarly, the inability to transfer licenses in one Zendesk product to another. For example, we stopped using Sell this year and can't take advantage of those licenses in Support or Talk.
2. The limitation of only 12 public views in Agent Workspace. We have a large support team and need more customization options regarding shared views.
3. The lack of customization options when it comes to CSAT survey formatting, the lack of a Customer Effort or NPS survey
4. The inability to identify duplicate contacts from the same user without manually scanning the queue to find and merge them one by one.
5. Configuration of Messaging/Web Widget/Chat is confusing and hard to navigate.
1. The inability to scale down our license count in non-peak season. This is a common subscription feature for competitors now, and Zendesk has a very rigid policy that once you add a license, you're stuck with it until the end of your annual contract term. Similarly, the inability to transfer licenses in one Zendesk product to another. For example, we stopped using Sell this year and can't take advantage of those licenses in Support or Talk.
2. The limitation of only 12 public views in Agent Workspace. We have a large support team and need more customization options regarding shared views.
3. The lack of customization options when it comes to CSAT survey formatting, the lack of a Customer Effort or NPS survey
4. The inability to identify duplicate contacts from the same user without manually scanning the queue to find and merge them one by one.
5. Configuration of Messaging/Web Widget/Chat is confusing and hard to navigate.
What problems is the product solving and how is that benefiting you?
Zendesk has been our team's helpful and affordable out-of-the-box solution for many years. I'm hopeful that some of the product tech debt will be prioritized soon.
Simple question got a very prompt and adequate response from the Zendesk support team
What do you like best about the product?
The promptness and the different options presented to me to solve my issue
What do you dislike about the product?
Given the nature of my question and its brevity I didn't have anything to dislike.
What problems is the product solving and how is that benefiting you?
We generally have no issues with the suite if that's what the question implies. It is a great tool for redirecting tickets to appropriate parties and collaboration.
Awesome automation of work!
What do you like best about the product?
Automation, personalization, reports, shorten the response time to the task, better analyst
What do you dislike about the product?
The system could be more intuitive to use
What problems is the product solving and how is that benefiting you?
Zendesk helps with the day-to-day handling of customer error tickets.
Highly Recommend
What do you like best about the product?
Integrations with 3rd party apps such as Slack and O365. I like the metrics dashboard as well and it is easily customizable to view the metrics you are interested in
What do you dislike about the product?
Would like to see more features on the slack integration such as the use of customizable forms to report incidents via slack and the ability for users to upload attachments
What problems is the product solving and how is that benefiting you?
Reporting, managing and tracking incidents in our organization is a lot easier because of Zendesk
Zendesk Support suite
What do you like best about the product?
I love how simple the Zendesk Support configuration is. With no time, you can configure triggers and automations to auto direct tickets which save lots of time for your support team to do what they really add value to.
What do you dislike about the product?
Triggers are very important and helpful, however, you need to be mindful of their order and it can be difficult to categorize with the new Category feature without messing up your trigger order.
What problems is the product solving and how is that benefiting you?
Our Customer group use Zendesk Support suite to react to support queries as well as proactively handle Customer success queries. It's the single source of truth in our customer's interaction with our Customer group.
A vast ocean of possibilities and capabilities
What do you like best about the product?
App integration, UX, responsiveness and easy to follow chains between agents and users of the software that we support. Internal notes are also really useful, as well as Macros.
What do you dislike about the product?
Redirects are not very good and SSO needs work. Often have to create Private windows and use different browsers because the SSO does not redirect to the correct places.
What problems is the product solving and how is that benefiting you?
It's solving the problem of being able to provide efficient and detailed support, whilst also keeping customers happy. This is benefitting us because our customers are happier at getting a faster response.
World-class support from Zendesk
What do you like best about the product?
Zendesk is always on hand to provide support and they're always willing to go above and beyond for me.
What do you dislike about the product?
There are no downsides to Zendesk - the support is great and there are plenty of online resources to assist.
What problems is the product solving and how is that benefiting you?
Using Zendesk has meant we've reduced our support platforms from 4 to 1 in the space of 6 months. Our average response time is down from 90+ days to about 3
We bought it instantly.
What do you like best about the product?
We needed an answer to our overloaded support distro, and zendesk was clearly the answer. Our emails are no longer cluttered since we've gone ahead and purchased it.
setup was simple, great UI, ticket system is wonderful, it really was exactly what my team was looking for
setup was simple, great UI, ticket system is wonderful, it really was exactly what my team was looking for
What do you dislike about the product?
Having to mask the @zendesk at the end of the domain was a bit tricky, but not impossible. The price while not awful, wasn't exactly the cheapest thing, but it was still worth.
Wish we had more lisences.
Wish we had more lisences.
What problems is the product solving and how is that benefiting you?
Our support email was getting overloaded and hard to keep track of. Emails were getting forgotten due to the increase of them. Zendesk's ticket system completely fixed that and now organizes it for us, making sure that we don't miss any emails.
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