Zendesk Suite
ZendeskExternal reviews
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2 year+ Suite user review
What do you like best about the product?
The efficiency and organization of the dashboards provided (Marcos, Guide, Explore) for agents and me.
What do you dislike about the product?
Lack of support and setup help. Very generic answers usually end with an article link thrown at you. Had to hire an outside consultant just to understand all the setup intricacies.
What problems is the product solving and how is that benefiting you?
Agent staffing and ticket transparency
Zendesk was great but it has a lot to work on.
What do you like best about the product?
I like that Zendesk offers different communication channels for customer service agents and customers. I used it for email communication for more than a year, and I'd say it's excellent - with the macro feature and the organization of tickets. And for chats, it auto-generates a transcript that will later be sent to the customer.
What do you dislike about the product?
The thing I dislike about Zendesk is that it doesn't auto-sync conversations. When a customer sends an email and then chats at a later time, there will be multiple tickets generated.
What problems is the product solving and how is that benefiting you?
It solves the problem of having an organized space for tickets with different statuses. It's beneficial in the sense that we're able to monitor tickets that are nearing their due date or need follow-up.
Great for ticketing, not so for project management
What do you like best about the product?
The ease of configuration, many of the Zendesk Labs add-ons.
What do you dislike about the product?
It doesn't connect to many of the tools we, as an MSP, use.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system and this works! All of our agents use it and we have the ability to create groups.
Zendesk has many options and is the only CRM to use if you're a B2B2C business.
What do you like best about the product?
I like how robust Zendesk is and how flexible it can be when you include apps from the marketplace.
What do you dislike about the product?
Zendesk can be difficult to use because it is so adjustable and because seemingly random things you'd expect Zendesk to include as basic functions are not. This can be overcome by learning about Zendesk and by getting help from their support team. Their new system for contacting Zendesk support reps can be frustrating, however. They can be slow to respond about non-urgent issues (so everybody reports every issue as urgent), and they frequently ask you to confirm what you already explained to them, adding more time to your exchanges. Before their help revamp, their support team was excellent. Now I get by mostly on my own, but I'm lucky to be already very knowledgeable about Zendesk and how it works.
What problems is the product solving and how is that benefiting you?
We are a B2B2C business, and many tickets require us to communicate with 2 different parties about the same issue. Zendesk is flexible enough and has a large enough app marketplace that we have found various solutions to support our needs.
Solid Ticket system
What do you like best about the product?
Simple user interface, Agents liked it
Automation possibilities useful and time-saving
Automation possibilities useful and time-saving
What do you dislike about the product?
High price per agent, free licenses for background staff ("light agent") very limited
Poor integration with CRM Hubspot, this lead to switching supplier
Support only via Chat, with poor response time
Poor integration with CRM Hubspot, this lead to switching supplier
Support only via Chat, with poor response time
What problems is the product solving and how is that benefiting you?
Zendesk helped us standardizing our customer order process, this simplified and structured the collaboration with production control
Customer support not tied to individual email addresses, central point of contact
Customer support not tied to individual email addresses, central point of contact
Support was prompt
What do you like best about the product?
I appreciate how responsive the support rep was. I also like how the Zendesk pop up appeared on my screen when I was on the platform to remind me that I had a pending support issue.
What do you dislike about the product?
It was explained to me why I could no longer access the beta dashboard, but next steps were not helpful. The first support rep told me that I needed to contact my administrator to get access, then the next rep told me that my company's account does not have this feature. I spent hours going back and forth between my dev. team and data analysts trying to figure out what access they needed to update, to ultimately not get the option at all.
What problems is the product solving and how is that benefiting you?
I wanted access to the new beta dashboard as reporting is a critical piece to the success of my team and overall customer experience.
Educated, attentive support with room for improvement.
What do you like best about the product?
The support team is very educated, mindful, and usually quick to respond. They have a ton of resources to pull from and usually have mulptiple solutions for your questions and obstacles.
What do you dislike about the product?
The team is very quick to just point to support articles, which there are a ton of, rather than personally address the issue at hand. The shear amount of knowledge and help articles is great but overwhelming.
What problems is the product solving and how is that benefiting you?
How to implement other features (E.g. chatbot, live chat, etc.) and reporting issues. This is helping our CS team become more efficient, providing a better consumer experience for our customers, and provididing clear data for our team to build upon.
Zendesk review
What do you like best about the product?
They have easy-to-follow instructions on their help center. Setting up an account is also very easy.
What do you dislike about the product?
Some setup needs to be reauthorized or certain updates affect the platforms linked to your Zendesk profile.
What problems is the product solving and how is that benefiting you?
Getting the DMs/emails as tickets.
Cost-efficient CRM that highlights reporting and volume management
What do you like best about the product?
Zendesk offers a variety of reporting metrics that are helpful in gauging the productivity of a team and the effectiveness of their work. Transferring tickets is easy to do with large numbers and keeping things organized is never an issue.
What do you dislike about the product?
I wish that Zendesk had real-time reporting integrated directly into their default reports. I enjoy creating dashboards, but I believe that real-time data should be available even outside of additional widgets.
What problems is the product solving and how is that benefiting you?
ZDS has helped to greatly condense the number of extraneous CRMs that my business had been using previously. ZDS has made the work much easier to track and monitor all from one command center.
Love the vision, frustrated with the data limitations
What do you like best about the product?
We love the chatbot and guide features t
What do you dislike about the product?
Zendesk is very limited in its data capabilities and they are behind in deploying features and resolving issues for their new chat messaging.
What problems is the product solving and how is that benefiting you?
We are able to respond and group customers better. However the chat product is very limited in how we want to locate and analyze customer requests.
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