Zendesk Suite
ZendeskExternal reviews
6,476 reviews
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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
Handy w/tenure, but more advanced features are buried in complex processes
What do you like best about the product?
The platform for support is pretty straightforward. Includes decent function for CSAT and reporting, although customized reporting is a bit more complicated.
What do you dislike about the product?
After upgrading, creating reports to do simple things (ex: an automated daily metric report from the previous day) took weeks. Had 2 ZD reps helping and they couldn't figure it out. Finally did, but that is way too much time for a feature that should be as simple as pushing a button. Similar to activating AnswerBot, you have to go through layers of "activating" to get the thing to work. Unnecessary.
What problems is the product solving and how is that benefiting you?
Reporting, chat feature, article automation, community forum.
Powerful tool for great communication and creating efficiency!
What do you like best about the product?
The shared inbox is great for assigning projects to employees that ensure nothing gets missed and shows the best foot has been put forward by our company!
What do you dislike about the product?
As with all powerful software, Zendesk seems complicated in that data I expect to be readily displayed is not. There are a few extra clicks to get them, but maybe that is by design.
What problems is the product solving and how is that benefiting you?
Zendesk helps my organization assign tasks efficently so that items do not get dropped or duplicated. With a team working on similar tasks, it is great to know that we are all on the same page and confusion is eliminated.
Tons of Features That You Can Add If You're Willing to Pay for Them
What do you like best about the product?
I love their multi-channel integrations, especially with social media like Facebook Messenger. They have a ton of support documentation as well =)
What do you dislike about the product?
Support response time has improved a lot as of late. It had been relatively slow, but they've improved.
What problems is the product solving and how is that benefiting you?
Zendesk is allowing us to be notified of and service our customer support tickets and sales questions. It is a very robust system with a lot of features.
Great product, but missing some small quality of life features.
What do you like best about the product?
It creates structure for even the most unstructured person like myself.
What do you dislike about the product?
Missing some featues like end user activity and more views per default
What problems is the product solving and how is that benefiting you?
We are able to monitor the workload and what type of workload that our employees are doing.
Makes it easier to move people around, to solve certain problems faster.
Makes it easier to move people around, to solve certain problems faster.
Easy to use Zendesk
What do you like best about the product?
easy to use and not complicated and user-friendly My issues were sorted so easily and quickly the process was smooth and easy it help me to get my work done easily zendesk is so easy to use and the support team response is quick
What do you dislike about the product?
Things I dislike about zendesk are some times phones get disconnected and it takes longer to connect with customers
What problems is the product solving and how is that benefiting you?
it is helping us to connect with our patients and sorting their issues
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