Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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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
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.
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