Zendesk Suite
ZendeskExternal reviews
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Zendesk is great, I would never not use Zendesk if I could
What do you like best about the product?
Zendesk makes it so easy to deal with tickets in a timely and professional manner, with consistency across the company
What do you dislike about the product?
Right now my sideconversations aren't working so maybe that
What problems is the product solving and how is that benefiting you?
They're solving all of the problems we have
Requires a tech-savvy mind to configure the platform in a way that is effective.
What do you like best about the product?
I like the ease of use and how customizable the platform is
What do you dislike about the product?
I was required to ask for help or refer to articles for a lot of the setup. Additionally, can't use email groups for forwarding, which is a setback
What problems is the product solving and how is that benefiting you?
The integration with our payment processor, JIRA and the seamless help center to support process is really impactful
Time Out Issues
What do you like best about the product?
It was available almost instantly, and I received some excellent troubleshooting tips.
What do you dislike about the product?
Nothing! Everything about it is wonderful.
What problems is the product solving and how is that benefiting you?
They were helping me solve an issue with a time out and where tickets were not allowed to be saved (placed back into open, pending or solved status) without having to log out and reload the entire program
Well balanced support ticket system
What do you like best about the product?
Zendesk makes it easy to see the chronological updates to any support interaction with advanced filtering features and the ability to integrate apps and custom workflows.
it's powerful to be able to see all tickets raised by a particular customer very easily and quickly
support is quick and easy as well.
it's powerful to be able to see all tickets raised by a particular customer very easily and quickly
support is quick and easy as well.
What do you dislike about the product?
some of the conditions and operators can be limiting when creating personalised views as a lead to oversee the interactions of the wider team.
it would also be nice to be able to customise the "views" page
it would also be nice to be able to customise the "views" page
What problems is the product solving and how is that benefiting you?
Managing a team that handles a high volume of interactions every day and being able to cross-reference any tickets that have come up in the past with similar issues.
being able to identify any coaching opportunities within interactions is beneficial to making sure the team is providing excellent customer service every time
being able to identify any coaching opportunities within interactions is beneficial to making sure the team is providing excellent customer service every time
Well explained
What do you like best about the product?
I submitted my issue, and right away I had someone assigned to help me to resolve my issue. He share with me detailed information and also, information uploaded to the help center.
What do you dislike about the product?
Maybe for the Time Zone, the responses were a little bit delayed, however, the agent assigned was very helpful every time he reply to my questions. I t was greatly appreciated it.
What problems is the product solving and how is that benefiting you?
I had an issue with a specific type of ticket, that was assigned to a specific agent, however, thanks to the information received in the Zendesk support, I was able to modify the settings.
Zendesk Support Suite is amazing and truly very supportive!
What do you like best about the product?
I like about Zendesk Support Suite is that all the tools are in one place. I can't express in words how convenient it is to have all the shortcuts and macros in one place. I like how its auto translations work so effectively for so many languages.
What do you dislike about the product?
There are very few things I don't like about Zendesk Support Suite. I only don't like that sometimes the translator doesn't work correctly. It gets an error until I restart the computer.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is fantastic! Their customer service and live chat make it easy to solve problems in a short time. It saves precious time and makes my work more enjoyable and accessible.
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.
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