Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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happy
What do you like best about the product?
im a big fan of the use of use, the training resources provided and the ability to build yourself. I like the multi channel approach, and love the ability to customise the help centre
What do you dislike about the product?
some of the help desk articles are out of date and confusing. the chat bot is not good enough, this is big gap that zendesk needs to prioritise. A conversational, AI driven chatbot would complete the offreing
What problems is the product solving and how is that benefiting you?
triaging queries and allowing users to self serve via the chat widget and help centre reduces traffic, allowing the team to focus on more complex issues. Multi chanels give usres lots of options
Convenient support
What do you like best about the product?
I like that the Zendesk chat support allowed you to continue the conversation at your own pace without having to worry about it timing out and needing to start over.
What do you dislike about the product?
I do wish there was a better way to escalate support in situations like I experienced where I was unable to connect with leads for most of the day, until I got the issue resolved.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has helped me solve various day to day issues I run into while working as an Enrollment Specialist. Most recently they helped me with making and receiving calls from leads.
Best functionality and user experience
What do you like best about the product?
The user interface for agents is easy to navigate, and it is easy to get the most important views on your tickets. In addition,the Help Center provides a value-add for end users that makes agents' life easier. i started out with a competing product that was much less expensive, but it lacked these advantages.
What do you dislike about the product?
There isn't anything I dislike. It looks like you want me to say more on this topic, but I am wracking my brain, and i can't really think of anything. This excessive use of words is my first 'dislike' experience.
What problems is the product solving and how is that benefiting you?
I provide outsourced HR services to my clients, so my end users are their employees. Zendesk enables me to provide responsive and consistent service, and insights into trends.
Pretty solid support software
What do you like best about the product?
Zendesk is easy to use and easy to administer.
What do you dislike about the product?
At this time a few random issues where accounts lose permissions. Easily resolved though.
What problems is the product solving and how is that benefiting you?
It gives us a tool to manage our customers issues and visibility for all agents to see the issues and collaborate.
Fantastic software
What do you like best about the product?
Zendesk makes assisting customers a breeze
What do you dislike about the product?
I would love if the IVR system for Talk was more robust.
What problems is the product solving and how is that benefiting you?
Having a one-stop shop for all of our service capabilities.
Does what it needs to do!
What do you like best about the product?
Zendesk chat is probably my favorite feature for the ease of use.
What do you dislike about the product?
I wish Zendesk was more drag and drop from an admin perspective then dealing with script, queries, and having to manually set everything up in the admin center. I also don't like how reporting changes numbers based on when you pull the report
What problems is the product solving and how is that benefiting you?
I love that we can now use talk, chat, email and guide in one place. It is much easier to manage then separate tools. As a manager, this does help with effienciu for my team.
Zendesk review 2022/8/26
What do you like best about the product?
The application is designed for an international audience which is a great addition to the organizations and also there are many add-on applications.
What do you dislike about the product?
Search function is a weakness: there are too many Dynamic Contents and cannot rely on 'date' search for my purpose. Only option is search category but what if there are 100+ contents to search by clicking page to page.
What problems is the product solving and how is that benefiting you?
I would like to spot the exact file right away (productive - less frustration), not click page to page which is tedious and lost, and also avoid selecting a similar file.
Great platform
What do you like best about the product?
The ability to integrate with almost any other tools for automation, custom flows, etc.
Also, the simple layout and straightforward design.
Love the redaction tool.
Love and need and use macros all the time!
Also, the simple layout and straightforward design.
Love the redaction tool.
Love and need and use macros all the time!
What do you dislike about the product?
The new agent workspace causes some issues on small screen sizes (laptops), but I like the ability to add color to the message text.
What problems is the product solving and how is that benefiting you?
We receive a large number of emails from many cohorts or customer types. Zendesk allows us to divide the work for each team seamlessly.
Usually helpful
What do you like best about the product?
Zendesk's support staff is very knowledgeable and will reach out to others on their team if they don't know an answer. I love how friendly everyone is too! They're never condescending and give clear answers.
What do you dislike about the product?
A quicker response time would be great, especially if I was getting those answers within normal US business hours instead of in the middle of the night for me. It's hard to troubleshoot quickly with such a delay in response time.
What problems is the product solving and how is that benefiting you?
zendesk support has helped with quite a few problems from ironing out why triggers weren't following or calls were bouncing to the wrong group. currently we're working together on how omnichannel routing works. the greatest benefit is increasing agent efficiency and the customer experience.
Great out-of-the-box full customer support software
What do you like best about the product?
If you are looking for support software that encompasses most everything you need and has a lot set up out of the box, Zendesk is a great place to go! Phones, chat, email, help articles, reporting, etc. can all be managed in one software. They also care about making it look nice and feeling fun to users by incorporating colors, etc. If you are building out your support tech stack and looking to level up, Zendesk is a great place to go!
What do you dislike about the product?
If you are looking for a lot of custom configurations or for really complex features (ex. an AI-level chatbot, etc.), Zendesk might not be the best fit. (Although they are pushing out more features consistently.) However, some of the software that allows for those intense configurations are much more difficult to use, build out, and maintain than Zendesk. Zendesk is much cleaner out-of-the-box. It's a trade-off and you have to decide what works best for your company.
What problems is the product solving and how is that benefiting you?
It is great to be able to manage so much of support all in one space! The chat feature works very well for us in particular. Our agents have gotten decently high CSAT scores using Zendesk.
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