Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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Zendesk is the best and most comprehensive customer service platform
What do you like best about the product?
My favorite feature of Zendesk is how all the different support channels like email, chat, phone, Facebook messages, etc. all flow into one agent view where agents can reply quickly to customers in the channel they prefer. After evaluating other platforms, I didn't find one that included all the channels in a single place that was easy to use.
What do you dislike about the product?
Some of the settings and configurations can be complicated and takes a lot of time to think through and get right. But, that is a trade-off that you get with something so comprehensive and flexible.
What problems is the product solving and how is that benefiting you?
Zendesk helps us provide speedy replies to customers via phone, chat, email, or social messages.
Investing in your team and your customers
What do you like best about the product?
Zendesk has been my go-to software for customer service since 2012. True, it has gotten pricier these days but the way the software is designed and how much one can customize it still amazes me. It's pretty intuitive as well and teams can get it up and running in a couple of days. I've demoed it to multiple teams and they're always surprised at how many things Zendesk can do—something their current software clearly cannot.
What do you dislike about the product?
The pricing structure, if anything. There has to be a way to purchase some add-ons without paying per seat.
What problems is the product solving and how is that benefiting you?
Ease of use for the customer service team. We want them to focus on providing a great customer service experience to anyone who writes to us and not in other things like setting up their filters, copying and pasting templates, sorting tickets, etc.
Zendesk is reliable, helps our team stay organized and in turn, delight our customers.
What do you like best about the product?
Multiple channel support and views keep us organized and prioritizing our days with our customers' best interest at heart
What do you dislike about the product?
We do notice lagging when typing sometimes
What problems is the product solving and how is that benefiting you?
We're able to connect our support data to the rest of our organization in a meaningful way with tags and integration with Jira, for example.
We can also build great rapport and trust with our customers as we can quickly learn about their past interactions which is even richer with internal notes.
We can also build great rapport and trust with our customers as we can quickly learn about their past interactions which is even richer with internal notes.
Best ticketing tool
What do you like best about the product?
Provides a great way to interact with customers
instant templates
Can easily communicate with people within the organization regarding the issues
easy to use, fast and easy to Navigate
Easy to track, assign and work on tickets
instant templates
Can easily communicate with people within the organization regarding the issues
easy to use, fast and easy to Navigate
Easy to track, assign and work on tickets
What do you dislike about the product?
It is a bit expensive
The support from the app team is a bit limited
Can work on improving the interface
The support from the app team is a bit limited
Can work on improving the interface
What problems is the product solving and how is that benefiting you?
logging tickets
assigning and closing them
application issues
assigning and closing them
application issues
Helpful and efficient
What do you like best about the product?
Zendesk Support was simple to find and it did not take long before an agent reached out and provided an answer to my question. The Zendesk team is very responsive and helpful.
What do you dislike about the product?
I do not currently have any concerns. Zendesk has been helpful.
What problems is the product solving and how is that benefiting you?
Zendesk is supporting our ticketing system by keeping us organized and by providing reporting.
Flexible and Open Platform
What do you like best about the product?
I like that Zendesk has open API access which enables us to build custom tools and automation into the platform to meet our needs. Many Omni Channel tools are closed systems and you more or less are forced to use their product as is out of the box. Zendesk has a pretty good out of the box solution, but the ability to customize the experience to your needs is really what put it over the top for us compared to competitors. They also met our compliance and security standards, which several other vendors in their space did not meet.
What do you dislike about the product?
I dislike that because of their open API, they have not fully baked out some of what I would consider to be table stakes features. Reporting, Metrics, Tagging, and Knowledge management. Their open API allows external companies to build apps on their platform, which is great, but this does mean you will need to source additional vendors in their ecosystem - which is generally a good experience. I just wish they had some additional table stakes fleshed out.
What problems is the product solving and how is that benefiting you?
We're solving our customer support and management needs with the Zendesk support suite. Everything from responding to our customers in real time, answering their phone calls, and serving them knowledge and enablement material to succeed with our product. This is our primary omnichannel support solution and one that we've invested quite a bit in developing out to meet our needs.
Recommendations to others considering the product:
Start early and often. If you are a startup, get in on the base package and start creating knowledge and tracking customer contacts. It'll save you and make you time and money.
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
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