Zendesk Suite
ZendeskExternal reviews
6,505 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Zendesk for knowledge base software
What do you like best about the product?
Javascript, HTML and CSS customisation capabilities.
After much analysis of knowledge base software on the market, we selected the only software that enables extensive Javascript, HTML and CSS editing.
It can be fully customised using Javascript, HTML and CSS.
We have found very few limitations to what we can do within our knowledge base articles, from embedding training videos to creating speech bubble pop-ups for microcopy.
After much analysis of knowledge base software on the market, we selected the only software that enables extensive Javascript, HTML and CSS editing.
It can be fully customised using Javascript, HTML and CSS.
We have found very few limitations to what we can do within our knowledge base articles, from embedding training videos to creating speech bubble pop-ups for microcopy.
What do you dislike about the product?
The only drawback is when you have an article already published and would like to modify it, but not publish the modifications immediately. Zendesk would be amazing if they had some version control.
Also, there is very limited content control (who can view specific articles).
Also, there is very limited content control (who can view specific articles).
What problems is the product solving and how is that benefiting you?
Support documentation for our SaaS software.
World class suite of support tools
What do you like best about the product?
Zendesk has one of the best support offerings on the market, and the Zendesk team has found the perfect balance between creating features that are powerful but equally easy to use.
What do you dislike about the product?
Configuring Zendesk properly when your company/organization is small is very important because misconfigured features won't scale well as your team grows. In other words, you need to know how to implement Zendesk features upfront in a way that will scale, or you may run into issues later down the road when your team grows.
What problems is the product solving and how is that benefiting you?
We help customers when they have questions about using our product, setting up our product, and helping handle billing inquires for customers.
Recommendations to others considering the product:
Depending on your plan, I would recommend implementing the following features straight out of the gate:
– Contextual workspaces
– Dynamic Content
– Skills-based routing
– Create conditional ticket forms
– Take advantage of dynamic content
Other recommendations:
– Don't use too many triggers/automations
– Create a bump/bump/solve workflow to auto solve tickets
– Build out the Support product and the data product (Explore) together so that you have clean data
– Contextual workspaces
– Dynamic Content
– Skills-based routing
– Create conditional ticket forms
– Take advantage of dynamic content
Other recommendations:
– Don't use too many triggers/automations
– Create a bump/bump/solve workflow to auto solve tickets
– Build out the Support product and the data product (Explore) together so that you have clean data
Simple and clear tool with several possibilities
What do you like best about the product?
I like the way the tool allows for integration with multiple channels and internal systems of the company. Simple, straightforward documentation allows for a quick understanding of what needs to be done.
What do you dislike about the product?
The deployment cycle is a little time-consuming and new features are important for companies.
Marketplace could improve a bit by allowing approximate viewing in other currencies for purchasing paid apps.
Marketplace could improve a bit by allowing approximate viewing in other currencies for purchasing paid apps.
What problems is the product solving and how is that benefiting you?
Daily difficulties in customer service
Review from Simon Blouner
What do you like best about the product?
The entire product - huge Zendesk fan and currently my career is completely based on being a Zendesk specialist
What do you dislike about the product?
Various minor functionalities and how feedback is handled. Often one with a lot of zendesk experience is thinking develipement is way to slow
What problems is the product solving and how is that benefiting you?
Everything. Im currently working with a large client who is using zendesk for both customer facing communication and internal communication accros a broad variety of teams
super zupport
What do you like best about the product?
the ease during the communication.
continuous followup from support is a plus too.
continuous followup from support is a plus too.
What do you dislike about the product?
nothing in specific.
I am pretty satisfy with the support.
I am pretty satisfy with the support.
What problems is the product solving and how is that benefiting you?
needed to have vendor security documents for our company.
It has the best support practices and a rapid response team
What do you like best about the product?
the customer support service is very convenient to use.
What do you dislike about the product?
I have not to feel anything that I dislike.
What problems is the product solving and how is that benefiting you?
I am solving the problem of our clients, and the redact function is awesome to use, macros function and add user function is the best to create a contact database.
Recommendations to others considering the product:
it is the best software for CRM Management.
Great!
What do you like best about the product?
All features. I love how the Zendesk platform can handle tickets.
What do you dislike about the product?
Sometimes the platform is acting up where the data is missing after typing on public or private notes
What problems is the product solving and how is that benefiting you?
Actually, it resolves everything.
Great platform, with excellent integrations and support
What do you like best about the product?
Zendesk can be easy to set up and is the best platform for keeping all facets of customer service in one place.
Great support from the Zendesk team and an interactive knowledge base allow easy access to information and quick solutions.
There are regular webinars for updates on products and new content.
Great support from the Zendesk team and an interactive knowledge base allow easy access to information and quick solutions.
There are regular webinars for updates on products and new content.
What do you dislike about the product?
Basic analytics do not provide much insight into the lower plans, so you need to upgrade plans or pay for Explore to get this data.
Using the Team license, Chat does not allow for images to be sent. This means that a seperate ticket or email must be created to share content while troubleshooting.
Can't seem to disable greetings with Zendesk Talk. Not a major issue at all, but it could be a preferred option for some users.
Using the Team license, Chat does not allow for images to be sent. This means that a seperate ticket or email must be created to share content while troubleshooting.
Can't seem to disable greetings with Zendesk Talk. Not a major issue at all, but it could be a preferred option for some users.
What problems is the product solving and how is that benefiting you?
Customer self-service is simple with Zendesk Guide. This is great for deflecting tickets and reducing workload.
Talk and chat options also keep all communication in one space, saving agents time and effort. All information from these extensions are turned into tickets also, which makes for easy access of information.
We have multiple inboxes redirected to Zendesk, which is nice and tidy and ensures agents don't miss anything. Settign up forwarding is super simple.
Plenty of external integration means we can send ticket information to other programs when needed.
Talk and chat options also keep all communication in one space, saving agents time and effort. All information from these extensions are turned into tickets also, which makes for easy access of information.
We have multiple inboxes redirected to Zendesk, which is nice and tidy and ensures agents don't miss anything. Settign up forwarding is super simple.
Plenty of external integration means we can send ticket information to other programs when needed.
Recommendations to others considering the product:
Zendesk will happily provide a free trial. If you give it a go and ask as many questions as possible to figure out the best plan and set up for you, I doubt you will be disappointed!
Excellent customer service and app
What do you like best about the product?
Had an issue with adding features to my HelpDesk UI and contacted their support team.
They were great in helping me resolve the issue promptly
They were great in helping me resolve the issue promptly
What do you dislike about the product?
They do need to improve their help center documentation so they will get less chat questions
What problems is the product solving and how is that benefiting you?
SLA
The one where it felt no pain
What do you like best about the product?
To the point resolution, shorter wait time and ability to capture all the necessary information
What do you dislike about the product?
I could not get to see the executive picture clearly.
What problems is the product solving and how is that benefiting you?
Customer support and quick resolution
showing 1,781 - 1,790