Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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Great overall but with some annoyances
What do you like best about the product?
The organized layout is easy to get used to and customize to your needs
What do you dislike about the product?
The siren! It goes off at a time on a different time zone and randomly throughout the day. Its setting should not be under chat settings. It is not where someone would expect to find it.
The tab of the open ticket could be better highlighted. You can accidentally switch to an adjacent tab and update the wrong ticket
Performance is an issue. Drop downs populate very slow sometimes and when switching between open tickets
When leaving a space between text and a colon, the emoticons popup gets on the way. Use of another hot key should be assigned, as some of us like to leave that space and continue to type
When other analysts use the chat, the chat window appears on the screen for the rest of us intermittently as a flickering window which often interferes with our use of Zendesk
7/12/23 updated review :
The sire is gone FINALLY! I would like to see a place for communication drafts that is private to me. Currently, you can only save it as a yellow note
The tab of the open ticket could be better highlighted. You can accidentally switch to an adjacent tab and update the wrong ticket
Performance is an issue. Drop downs populate very slow sometimes and when switching between open tickets
When leaving a space between text and a colon, the emoticons popup gets on the way. Use of another hot key should be assigned, as some of us like to leave that space and continue to type
When other analysts use the chat, the chat window appears on the screen for the rest of us intermittently as a flickering window which often interferes with our use of Zendesk
7/12/23 updated review :
The sire is gone FINALLY! I would like to see a place for communication drafts that is private to me. Currently, you can only save it as a yellow note
What problems is the product solving and how is that benefiting you?
It is great for keeping track of your work by using the yellow notes and next step fields. Can link other related tickets. The various views can give you a customized list of what you are working on and set priorities
Complicated to use, but very powerful in certain areas.
What do you like best about the product?
Able to set up a complicated system like multibrand support and dynamic automation/triggers based on brand actions.
What do you dislike about the product?
Zendesk isn't an emailing platform by nature so this can make some of the features and customer interactions un-intuitive to use.
What problems is the product solving and how is that benefiting you?
Allows us to support multiple partners in different ways.
Great tool for start up companies!
What do you like best about the product?
The most user-friendly tool I've used ever. Best interface, flawless design. Easy to navigate as a new user, I can cater to our member's concerns much faster as it has one conversation.
What do you dislike about the product?
It may have bugs sometime as it doesn't notify me if we have chats or SMS. It is also laggy or slow when we have so many messages in our inboxes and sometimes our inbox is not organized.
What problems is the product solving and how is that benefiting you?
It caters to so much of our customer service in the past. We used it for emailing members, chatting with members, and calling our members. It was beneficial as it is easy to navigate.
User friendly
What do you like best about the product?
The bot response is quite simple. it will not force you to select the options available on the screen.
What do you dislike about the product?
Live agent response time is slow, i will not get any response within 4 hours. Normally the response will only get next day afternoon.
What problems is the product solving and how is that benefiting you?
Zendesk trigger, automation and explore issue. This has benefits my agents who working on the zendesk, ticket volume has been reduced.
They are good but reporting could be better.
What do you like best about the product?
I like that there is availability to speak to the guys via livechat. There are forums but I feel it can be difficult to find a resolve to your problem.
What do you dislike about the product?
There are forums but I feel it can be difficult to find a resolve to your problem.
What problems is the product solving and how is that benefiting you?
I am still ongoing with them at the moment but I am waiting to hear back from my account manager on further information.
Some strong sides, some areas for improvements
What do you like best about the product?
Ui is good and intuitive. The calling function is well-working with good connection quality.
What do you dislike about the product?
Information quite often gets duplicated and bit hard to manage. Emails coming to mailbox are not tracked automatically/not pushed to CRM
What problems is the product solving and how is that benefiting you?
Sales, mainly lead generation
Decent service. Does what you need, but slow to make changes and support can be varied
What do you like best about the product?
Works reasonably out-of-the-box, does require a lot of set up but is quite customisable if you need changes
What do you dislike about the product?
There are some things you would expect from emailing that aren't there, or take AGES to be added. Emailing customers should be more like the gmail experience. Zendesk are working on it, but some basics are still missing. They use a peer-led forum for feedback, so when you speak to a Zendesk rep about something that doesn't exist, they ask you to post it there. It's weird to speak to an employee who then asks you to write your request in a forum, rather than actually escalates it. Assume many people just do not bother posting their feedback. Support can be varied. Sometimes it is quite bad, sometimes it is quite good. If you want help with reporting though, you really need to be able to learn their complex system yourself or pay someone to do it for you, which is annoying. Some basic reporting metrics are still not available, eg. amount of times your agents have been available for phone calls, who missed/declined any given call (can only see how many calls an agent has missed in a reporting period, rather than the other way around, checking you missed a particular call).
What problems is the product solving and how is that benefiting you?
Omni-channel support. Works reasonably well for emails, very well for calls, and reasonably for chat.
Professional and good
What do you like best about the product?
very easy to use platform , chatting with a support agent is like chatting in messenger , and i was able to send screen shots which was very fast and helpful
What do you dislike about the product?
i just got the last update and i do not like it at all , the last update about doing all in one dashboard
What problems is the product solving and how is that benefiting you?
some complicated features are hard to understand, and being able to chat with support to comprehend them is very helpful
Good Platform for External Customers; Not Preferred for Internal Customers or IT Departments
What do you like best about the product?
Convenience of configuration. Automation processes are functional. Organization is effective.
What do you dislike about the product?
As an IT team that didn't choose Zendesk, it lacks a lot of seemingly simple functions, like recurring tickets and a better ticket association system (problems v. incidents). A lot of these functions appear to exist as third party add-ons, most of which sloppily provide about half of what would be desired.
What problems is the product solving and how is that benefiting you?
Centralized ingestion. The business bought into the platform for external support (customer service) and provided it to IT for internal support.
Good software for small teams
What do you like best about the product?
Perfect software for 2-5 people but it gets expensive when you get more people.
What do you dislike about the product?
The price and its pretty confusing in the admin..
What problems is the product solving and how is that benefiting you?
Makes it easier to communicate with customers and know who has said what to be able to not say diffrent things than your colleagues
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