Zendesk Suite
ZendeskExternal reviews
6,481 reviews
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Great product for business support.
What do you like best about the product?
Customization of agent portal and scalability.
What do you dislike about the product?
Can get a little bit confusing for new users.
What problems is the product solving and how is that benefiting you?
We need multiple channels to allow users to access our ticket system. Zendesk offers almost any channel you would need to get support to everyone.
Zendesk is very easy to use and beginner friendly
What do you like best about the product?
The way we can create macros and easily insert them
What do you dislike about the product?
Deleting tickets permanently shouldn't be an option in my opinion
What problems is the product solving and how is that benefiting you?
crowd control and auto sorting emails by severity level
Too a few minutes, but helpful and polite.
What do you like best about the product?
Once I was connected to a live agent, the responses were fast and very helpful.
What do you dislike about the product?
The autobot was annoying and it took a few clicks to connect to a live agent. I had a very complicated question and the bot was confused
What problems is the product solving and how is that benefiting you?
They helped me understand how porting numbers with third parties work, what information I needed, etc. I learned!
very fast and professionally competent assistance.
What do you like best about the product?
Very fast response time. Thank you VERY much for your help.
What do you dislike about the product?
The entry via the bot is sometimes quite bumpy. Once you deal with an agent in person, it's perfect.
What problems is the product solving and how is that benefiting you?
Usually questions about dashboards or reports
Deprecates useful features with no explanation, Support is no longer very responsive or helpful
What do you like best about the product?
The Explore features provide a lot of functionality, although it does take a little while to learn the platform. I like being able to customize views, create macros, and other things that let me as an Administrator get a big picture of what is happening for the team. Being able to route messages from two applications, and a help center, and an email address is useful as well.
What do you dislike about the product?
I've used Zendesk for years (also at another organization) and they have a tendency to deprecate functionality that is widely used with no reasoning behind it or solution. The community is a lot of people offering the same feedback about how much they utilize something with no response from Zendesk. Occasionally they rethink a poor decision, but in many cases it feels like they don't factor in use cases when making changes.
Their support is also very lacking. I don't understand why they've switched to a "messaging" component but it's nowhere near as helpful as being able to email. With messaging, you wait for an agent to respond, and are then notified several different ways. I think the idea is that you could chat with them in real time, but that's never the case. The agent provides an update, you respond, and then it can be several days before it is acknowledged. In many cases I've had to re-explain myself several times just to make sure the agent actually understands what I'm trying to do, so the responses I get are not just delayed but not particularly helpful or relevant.
Their support is also very lacking. I don't understand why they've switched to a "messaging" component but it's nowhere near as helpful as being able to email. With messaging, you wait for an agent to respond, and are then notified several different ways. I think the idea is that you could chat with them in real time, but that's never the case. The agent provides an update, you respond, and then it can be several days before it is acknowledged. In many cases I've had to re-explain myself several times just to make sure the agent actually understands what I'm trying to do, so the responses I get are not just delayed but not particularly helpful or relevant.
What problems is the product solving and how is that benefiting you?
We need a single place to receive requests from customers in a HIPPA compliant manner, and to control the content that people see, so by requiring them to authenticate and set them up on the back end we can feel comfortable nothing sensitive is being shared.
I think Zendesk is a great tool however it might need some QoL changes/additions to recommend it!
What do you like best about the product?
The best aspects of Zendesk are that interactables are easily accessed and viewable, filtering/searching/adding tags for tickets is easy, and utilizing tools such as auto-answers in conjunction with third-party tools like halp is great!
What do you dislike about the product?
Customization needs some more work, simple things such as themes or customizing view and home page setting (per agent) would be great. Some things are hidden behind to many settings/buttons. Making Macros or fields more easily accessible. Customizing and changing you view settings (not just listed off but different view options?) Offering more in-depth metrics and analytics (such as how many times someone has been CC'd on a ticket)
What problems is the product solving and how is that benefiting you?
Ticket triaging is a big help, we have different teams/departments that are slowly being introduced and utilizing Zendesk, because the system is the same for everyone it is very easy to train people to get into Zendesk. We'd like to get as many teams as we can utilizing one central support system for easy communication and triaging between peers and (eventually customers)
Supportive Experience
What do you like best about the product?
help center and chat help are resourceful
What do you dislike about the product?
wish I could have more live chat assistance in real time
What problems is the product solving and how is that benefiting you?
Technical log in issues and reporting/analytics questions
Great product, some downfall.
What do you like best about the product?
The most helpful is the assigning and routing tools within Zendesk.
What do you dislike about the product?
The way messages are dispatched through to outlook-type programs needs to be improved. Our company's internal email system is still Outlook, with the exception of our Customer Service department which uses Zendesk so when CS sends an email to a distribution list AND a specific user within the distribution list, it sends a duplicate email. I completely understand the reasoning behind this since ZD doesn't know the distribution already contains that single email address but it is still a complaint from other internal staff within our company.
Another improvement is to allow "to" and "cc" as part of the macro function. It would make sending/starting an email much easier, which may broaden your customer base.
Another improvement is to allow "to" and "cc" as part of the macro function. It would make sending/starting an email much easier, which may broaden your customer base.
What problems is the product solving and how is that benefiting you?
Assigning a large volume of emails to specific individuals.
Good ticketing system - easy to set up, use and maintain
What do you like best about the product?
- clear UI, nicely listing the tasks for all team members
- customization options (HTML email templates are missing in some competitors)
- helpful support team
- powerful reporting system (highly customizable reports)
- customization options (HTML email templates are missing in some competitors)
- helpful support team
- powerful reporting system (highly customizable reports)
What do you dislike about the product?
I miss being able to conditionally 'style' the tasks on the main ticket view (e.g ticket open for more than x days should be red etc) - you can achieve it with separate ticket views though.
There's no built-in round-robin task distribution method - we had to build it ourselves via API.
There's no built-in round-robin task distribution method - we had to build it ourselves via API.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support to manage the SaaS platform support processes in our company - all customer and internal employee requests are handled with this tool.
The system has proven to be rock-solid and suits our requirements, we were able to set and integrate everything with another tooling we use (e.g. Jira).
The system has proven to be rock-solid and suits our requirements, we were able to set and integrate everything with another tooling we use (e.g. Jira).
Short, Sweet Simple
What do you like best about the product?
The speed of the reply was so fast, even for online chat! While our first issue couldn't be solved, it wasn't an issue. And another work about was found.
What do you dislike about the product?
The chat can seem very scripted - but I think that is a personal taste thing.
What problems is the product solving and how is that benefiting you?
It's bringing a remote team together in a way, while not simple, fully customerisible.
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