Zendesk Suite
ZendeskExternal reviews
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Zendesk - simple and complex
What do you like best about the product?
The flexibility. You get to automate your response system to your liking. Additionally, there are lots of plugins available from third-party sites.
What do you dislike about the product?
It is a bit complex even to get started. In my first couple of weeks, the messages weren't being sent to customers at all. When I found this out, I had to call and fix it, then resend all previous messages.
What problems is the product solving and how is that benefiting you?
An error in HTML coding. I was trying to insert a link to an automation and was using the wrong type of quote marks " . Not sure how that happened.
Recommendations to others considering the product:
I'd recommend it, but I'd advise anyone to get well-trained on the management of it!
Zendesk Has Revolutionised Our Business
What do you like best about the product?
Zendesk has meant that instead of expanding our technical team we have been able to take more technical queries with the same number of staff, this means lower overheads and less staff training whilst increasing customer satisfaction.
What do you dislike about the product?
Zendesk has a tendency to recognise certain UK numbers as international numbers, this means they cannot be dialled. We have added international calling but the system still recognises them as international and charges us more even though they are definately UK numbers.
What problems is the product solving and how is that benefiting you?
Lower overheads, fewer members of staff, less training required, and happier customers. We are hoping to add the sales add on soon to increase company turnover.
Recommendations to others considering the product:
I would definitely recommend giving Zendesk a try, its important to not make a snap decision or go into it lightly as it will take time to get the most out of zendesk. We have only started scratching the surface of what it is capable of, but it is already been more than worth it.
Zendesk Review
What do you like best about the product?
It's easy to use and get adapted to. The easily accessible resources and agents to help out when you feel stuck
What do you dislike about the product?
This is dependent on your company's processes
What problems is the product solving and how is that benefiting you?
Support customers on our business products
Good tool!
What do you like best about the product?
I think Zendesk Support Suite offers great value to manage your clients' queries, it has many options (many of them you discover as you need them, such as reports).
What do you dislike about the product?
I would improve the FAQ that Zendesk offers, since many times there is too much information and an article refers you to many more additional links that end up losing you, however, we have practically always been able to find answers to the doubts in one way or another.
What problems is the product solving and how is that benefiting you?
It allows us to track important data for our client management, measure times, measure the quality of our service, etc.
Recommendations to others considering the product:
Don't know.
Zendesquire
What do you like best about the product?
The easily configurable but powerful business rules
What do you dislike about the product?
A few minor features that have needed an update for a little too long (like "received at" info in explore data model)
What problems is the product solving and how is that benefiting you?
Streamlining support options and making self service easy
Zendesk is a great tool
What do you like best about the product?
I like the ticket dashboard easy to see and respond to tickets
What do you dislike about the product?
It's difficult to set up an external user "helpdesk" portal for viewing tickets.
What problems is the product solving and how is that benefiting you?
They helped me to resolve an email blocking issue. They respond within a day.
Recommendations to others considering the product:
Works great for an IT Helpdesk!
Everything you need. Most of what you want.
What do you like best about the product?
I like the combination of a simple interface with enough backend automation and configuration to create efficient processes
What do you dislike about the product?
I can't tell you how many times I wanted what felt like a basic feature to find that someone asked for it in the forums 4 years ago and then dozens said they also want it but it still doesn't exist. Also, lately the site gets very slow at the end of the work day.
What problems is the product solving and how is that benefiting you?
It's our main ticket system and our KB. We migrated about a year ago and it has been mostly smooth ever since.
Recommendations to others considering the product:
If you don't have an incredibly complex process and have no desire to hire a team to program one, then Zendesk is a good choice. All the config is easy to do. Users find it easy to use. There may be some wishlist items that it won't have but as a general rule, it's missing the nice-to-have things not the need-to-have things. As someone who has used Salesforce in the past I find that I prefer the simplicity of having almost everything I want out of the box instead of having the possibility to have everything I want but never enough developer time to make it a reality.
Zendesk makes the workflow as easy as pie
What do you like best about the product?
Zendesk makes the workflow simple, smooth, and accessible. It's the perfect home base for my line of work and is always reliable. The design is very straightforward and organized. I enjoy how easy it is to navigate and how many options and features make our work as simple as possible. Everything is accounted for on Zendesk, making it easy to track down past interactions. It simplifies the customer care process and makes communicating as seamless as possible. In the past, if I have had any issues, Zendesk support has been pretty good with trying to troubleshoot and solve possible issues, which is always a huge benefit when working with a company.
What do you dislike about the product?
There have been times when Zendesk has issues and glitches, mostly having to do with calls (I.e. calls will ring for 1 second, connect to a new call, do the same thing..). I believe these are just fairly common technical glitches, but then again, it is hard to tell sometimes if it's actually just my internet connection. I have also noticed that once in a while, a solved ticket will end up back in the queue instead of going to the personal queue of whoever was previously in correspondence, which can complicate things for us employees. It is never too hard to assign the ticket back where it belongs, though.
What problems is the product solving and how is that benefiting you?
Zendesk is the foundation for my job! And it's the perfect "home base." It makes correspondence with clientele as simple as possible. I particularly appreciate the organization and views that are available to us with the click of a mouse. The system design and aesthetic are optimal for sorting through and completing work. It makes it so that we can efficiently sort and organize large numbers of tickets and interactions and sort out what is a priority. I also appreciate how many options Zendesk provides regarding organization/ views, AKA the "sort by" features. This makes getting what I need easier and effortless!
It's not perfect, but our account rep is outstanding.
What do you like best about the product?
I can build the customer experience I want.
What do you dislike about the product?
NOT user-friendly or intuitive to set up new experiences.
What problems is the product solving and how is that benefiting you?
Your self-help is terrible. It's mostly a bunch of power users sharing coding tips. Not ideal for folks without coding experience. You need to build guidance into the product, itself.
It’s great but the most recent update not so much
What do you like best about the product?
Friendly reps, generally are very helpful
What do you dislike about the product?
The formatting of the macros is odd. When you select a macro it adds an additional space above it. Also when adding in links manually you can't just hit enter if changing the "text" portion. It's the little things
What problems is the product solving and how is that benefiting you?
Order issue related problems, sometime trouble shooting front end issues
Recommendations to others considering the product:
Don't hide the "Get Help" button, put it back to the little blue button on the side of the screen
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