Zendesk Suite
ZendeskExternal reviews
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Zendesk is incredibly powerful
What do you like best about the product?
Two things I love: #1 it is easy to use as a customer, as an agent, or as an admin, and #2 it is really powerful as I can connect with many apps from the marketplace or create my own ones
What do you dislike about the product?
A few features could be helpful, like the possibility of having a real pre-production environment. I would also love to have APIs for Explore.
What problems is the product solving and how is that benefiting you?
I manage the support I deliver to my clients : with this solution, I have a perfect tracking of all requests and my teams have a clear and up to date status
Easy and Efficient
What do you like best about the product?
It is easy to manage. What I liked about Zendesk is it allows you to link any online platform that prevents you from missing any vital information. Able to communicate with our customers both online and offline. An excellent tool for the entire team to communicate with each other.
What do you dislike about the product?
We still trying to familiarize the settings. It's complicated to set up and a large learning curve, and we are trying to find proper support but are unable to.
What problems is the product solving and how is that benefiting you?
It's complicated to set up and a large learning curve, and we are trying to find proper support but are unable to.
Quick + Efficient Service
What do you like best about the product?
The team got back to me very quickly via chat. I had to hop on a few works calls and was unable to chat. They replied understanding the situation and explained they would follow up with me via email.
What do you dislike about the product?
My only opportunity feedback is that finding the chat section was a little hard to find and was not exactly intuitive to find.
What problems is the product solving and how is that benefiting you?
My work emails in Gmail were not integrated into Zendesk Sell correctly.
A solution simple enough for the smallest team yet flexible enough for more demanding teams.
What do you like best about the product?
Zendesk configurations are seemingly endless and while a basic configuration can take minutes to set up and be ready to go, the flexibility and add-ons allow for each instance to be configured to meet the needs of your business. I have implemented Zendesk in multiple companies I have worked for directly as well as for B2B clients of those companies, we've connected it with proprietary systems as well as apps available from the marketplace. Each time the configuration was unique and the clients were left happy with a customized solution to their customer service needs. The Customer Advocacy team at Zendesk is fantastic, any time there is information to be shared they ensure to reach out as quickly as possible and inform us of what is going on, and in return, they are always open to listening to what is going on and what our needs are. They will take away feedback and come back with a solution, or if one does not yet exist they'll let you know the best workaround and try to get a more permanent solution onto their roadmap.
What do you dislike about the product?
There were some systematic opportunities I had with Zendesk for a long time, recent change however fixed almost all of them. If there were one opportunity for Zendesk, it would be to scale up so their roadmap wasn't so long. While their customer advocate teams are great at communicating new changes to the system and also are excellent at listening to feedback, the time the tech teams take to actually implement suggests that should come as out-of-the-box solutions can sometimes be quite lengthy. In the end, I have always just considered myself thankful that they do in fact listen to suggestions and get them on the roadmap when they understand their value to the Zendesk community.
What problems is the product solving and how is that benefiting you?
The biggest thing Zendesk offers us is an all-in-one solution, before we used Zendesk calls, chats and emails were in separate systems that did not talk to one another. With their recent implementations of the Agent Workspace and Focus Mode, it's now extremely easy for agents to gain insight into what a customer has previously talked to us about and anticipate where the conversation may go, all while remaining dedicated to that customer and avoiding distractions. Additionally, Zendesk has allowed us to have great success in driving self-service options keeping agents away from the easier questions, and free to dive into the more challenging customer service issues that really need our attention and dedication.
Recommendations to others considering the product:
We first shopped around for a new all-in-one customer service ticketing solution around 2015, at that time our options were between Zendesk and a few of the other major/traditional players in the contact center world, we also had a few of the newer companies that were working to stand out the same as Zendesk was. In the end, Zendesk checked all the boxes for us, my recommendation would be to do your research and truly evaluate whether any other solution is as flexible and dynamic as Zendesk has been for us. While other solutions might be able to do more/better in some areas, they are not worth the additional price tag that comes along with it, at least they weren't back then.
Very fast service
What do you like best about the product?
I am able to easily find data on Zendesk
Chat service is very fast
Chat service is very fast
What do you dislike about the product?
Not being able to send the rating button on Whatsapp but that is because customers chatting via their phone
And if you do create a follow up with the customer and send the re-rate link in the new email and they rate you good you would not be able to merge the two tickets to get rid of the original bad automatically
And if you do create a follow up with the customer and send the re-rate link in the new email and they rate you good you would not be able to merge the two tickets to get rid of the original bad automatically
What problems is the product solving and how is that benefiting you?
Whatsapp rate button
That we can not send the like or dislike to customers phone
That we can not send the like or dislike to customers phone
Recommendations to others considering the product:
N/A
The Many reasons why you choose Zendesk
What do you like best about the product?
Live Chat support matters! A well thought out interface, quiet company that gets the job done. Solid programming, not a new hype on the block. Real people answer your setup questions.
What do you dislike about the product?
Could use some color! Speed is fine, stable.
What problems is the product solving and how is that benefiting you?
Sales for us, it's critical, and I've used Z Sell with many clients, it saves money as we don't have to hire more bodies.
Came from Zendesk, went back to Zendesk
What do you like best about the product?
The simplicity is what I've always been a fan of. Everything is there in one place. I don't have to open multiple tabs to see all ticket history. Its provided on the right-hand side.
What do you dislike about the product?
What I don't like is not being able to text a member from the same Zendesk email ticket and not having a clear-cut way of seeing how many tickets an agent has touched as a whole (pending & solved).
What problems is the product solving and how is that benefiting you?
Customer concerns and credit card disputes are what we use Zendesk for the most. The beauty of Zendesk is that I have all email communications in one spot, which is super helpful when filling out credit card dispute forms.
Long time Zendesk User
What do you like best about the product?
Zendesk Support Suite is still the best in the game. Having recently explored other options, it was clear that the functionality of Zendesk and their open API is key to their wide adoption rates and stickiness.
What do you dislike about the product?
Wish they were faster to implement feedback.
What problems is the product solving and how is that benefiting you?
We are solving over 7k tickets per week from all of our customers across all channels with the Suite.
Recommendations to others considering the product:
Absolutely go with Zendesk Support Suite over other current competitors. It's the clear leader in the space.
Great experience
What do you like best about the product?
We did a lot of investigation before starting with Zendesk and we dont regret it. It checks all the boxes for us and support is awesome.
What do you dislike about the product?
Sometimes it looks too complicated for an average user. we are a small company and dont need most of the advanced options but for some that we do need, a professional plan is required
What problems is the product solving and how is that benefiting you?
The biggest issue is not being able to reply to all (including cc'ed emails) in a ticket
Easiest CRM Tool in the Market. Simple and efficient User Interface
What do you like best about the product?
I love the newly implemented Unified Workspace where it makes it very easy for my support team to look at all the previous interactions with the users accounting for multiple support channels at once. Before agents would need to check multiple tickets to find out the history of the customer interactions.
Another feature that my team loves is knowing when other agents/users are actively looking at a ticket. We could then collaborate via instant messaging in case we have questions.
Another feature that my team loves is knowing when other agents/users are actively looking at a ticket. We could then collaborate via instant messaging in case we have questions.
What do you dislike about the product?
The Zendesk Explore reporting tool was launched, but it changed drastically how the metrics are calculated compared to Insights. We are several months since it was introduced and some of the reports are still being adjusted for these changes. I wish the Insights functionality would have been left on the user's choice to gradually migrate reports over.
Another thing that we do not like is the inability to refresh datasets on demand. When building reports we need to wait for 1 hour to check how the reports are performing.
Being an Enterprise user, we recently came across the issue of the sandbox limitations. We think have only one Sandbox active at a time limits our development abilities.
Another thing that we do not like is the inability to refresh datasets on demand. When building reports we need to wait for 1 hour to check how the reports are performing.
Being an Enterprise user, we recently came across the issue of the sandbox limitations. We think have only one Sandbox active at a time limits our development abilities.
What problems is the product solving and how is that benefiting you?
Real-time customer support channels for end-user products.
The main benefit we realize is the simple UI and reliability of the product. Also, the features configuration (like Chat and Talk) are very straightforward.
The main benefit we realize is the simple UI and reliability of the product. Also, the features configuration (like Chat and Talk) are very straightforward.
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