Zendesk Suite
ZendeskExternal reviews
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Great Support Community, But Frequent Issues Disrupt Workflow
What do you like best about the product?
I like most the fact that it has a wide support system in the software as well as in the user base, so oftentimes issues can be solved quickly. Several integrations across CRMs and other software like Monday, Gainsight, PowerBi are used at my company and I find most of them work well enough that record keeping and managing projects is made relatively easy.
What do you dislike about the product?
I get notified of issues daily. About 50% of them actually affect my usage, but it always means a slowdown and lots of refreshing will be needed that day.
What problems is the product solving and how is that benefiting you?
Zendesk makes timelines of client communications easy to read and allows team queues to be created in a way that makes interdepartmental resolution handling easier than a constant stream of messaging in Teams. Anyone working on an issue can hop into one ticket and read to understand what's going on.
Centralized Customer Communications for Faster Support
What do you like best about the product?
Zendesk is valuable because it brings all customer communications from different channels into a single workspace, which then allows the support team to respond faster
What do you dislike about the product?
It is complex to setup and the advanced features can get expensive
What problems is the product solving and how is that benefiting you?
Zendesk helps solve issues like slow response times, scattered customer communication to improve service quality
Challenging Setup, But Promising Features
What do you like best about the product?
I appreciate how Zendesk Support Suite helps us organize our tickets effectively. It allows us to automatically assign tasks based on tags that we've created, equipped with specific names and triggers, thus enhancing our efficiency. The user-friendly and intuitive web UI layout stands out to me as it simplifies navigation, making it easier to manage various tasks. This software aids in better time management for our help desk support staff and facilitates quick escalation of issues, which significantly benefits our team. Once fully set up, the omnichannel routing capability promises to be highly useful, especially by enabling routing to different groups, further streamlining our processes.
What do you dislike about the product?
I find the setup process of Zendesk Support Suite incredibly challenging. The salesperson had mentioned it would be simple, but it took me over six hours just to set up the mailbox ingestion part due to complications like needing individual mailboxes instead of a shared one. This involved changing DNS settings, DKIM settings, and several other technical adjustments which were time-consuming. I'm still working on other aspects like teams, email, side conversations, triggers, tags, and groups. I also think that managed services or a technical CSM for setup should be included with the purchase, instead of just focusing on initial goals. Additionally, the help links keep redirecting to other pages, and I would appreciate a straightforward onboarding document without needing to follow multiple links.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us organize tickets and automatically assign them based on tags, improving efficiency, time management, and enabling quick escalation.
User-Friendly Interface Makes Tasks a Breeze
What do you like best about the product?
The easy to use interface. I love how quickly I can execute a ticket from start to completion.
What do you dislike about the product?
I am pretty new to this software platform, so far I have not yet ran into anything that I'm not satisfied with.
What problems is the product solving and how is that benefiting you?
ZenDesk takes time off my schedule allowing me to focus my time on other tasks to run my business. It has a very intuitive process walkthrough for managing customer support.
Robust Features, Steep Setup Curve
What do you like best about the product?
I find the Zendesk Support Suite incredible for maintaining an active, easy-to-update knowledge base that allows users to self-serve for their basic, 101-level questions. This significantly cuts down the number of support tickets, which is essential for our operations. Additionally, I appreciate the quick and easy routing capability for support tickets, allowing us to efficiently manage inquiries and direct them to appropriate departments like legal, technical, or product support. The internal linking of knowledge base articles within support tickets provides a seamless experience that expedites ticket responses and keeps our processes organized. The extensive compliance documentation and the mature, reputable history of Zendesk were crucial for gaining internal support and buy-in from our infosec team, showcasing its reliability and security. Despite initial setup challenges due to numerous features, I appreciate the complexity for its flexibility and growth potential this offers. The tools and functionalities that facilitate routing and managing complex tickets ensure our processes are clean and compliant, making it an indispensable tool for our customer support operations.
What do you dislike about the product?
{"I find setting up Zendesk Support Suite quite challenging due to the depth of options available. It can be daunting for small teams or those without previous Zendesk experience, as the platform is built to support potentially large-scale customer service operations and global compliance needs.","The knowledge base software feels outdated compared to modern standards. The editing suite does not match what I would expect from more current platforms like Google Docs, Notion, or Confluence. The process of structuring categories, articles, and topics is unintuitive and not visually dynamic, lacking features like drag-and-drop functionality."}
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us maintain an easy-to-update knowledge base, reducing support tickets by enabling self-service. It also allows efficient ticket routing, enhancing our response speed and organization by linking support tickets with knowledge articles.
Efficient Ticket Management, But Can Get Cluttered with High Volume
What do you like best about the product?
I like that Zendesk Support Suite brings all customer interactions into one place. It’s easy to use, helps manage tickets efficiently, and makes communication faster and more organized.
What do you dislike about the product?
Sometimes Zendesk can feel a bit slow or cluttered when handling many tickets, and setting up automations or views can take time to get just right.
What problems is the product solving and how is that benefiting you?
Zendesk solves the problem of scattered customer communication by centralizing emails, chats, and calls in one platform. It helps me respond faster, stay organized, and deliver a better overall support experience.
Absolutely Love This Software!
What do you like best about the product?
The ease of use is fantastic, you can learn quickly even if you are a new user and customer and it integrates perfectly.
What do you dislike about the product?
To be honest, I haven't found any issues so far. Everything has been perfect up to this point.
What problems is the product solving and how is that benefiting you?
The support suite has solved the problem of needing to personally return to client support tasks or having to pay an employee to manage them. Now, I can handle everything directly from my laptop, and the AI can take over as well.
Effective Email Management, But High Cost
What do you like best about the product?
I have been using Zendesk Support Suite for about five years, and I find its functionality for email collection particularly valuable. I appreciate the simplicity of its email integration, which makes it an appealing option over others. The ease of setup, supported by online tools, made the initial process straightforward and manageable. I value how Zendesk Support Suite aggregates and automates incoming customer service emails, which has been beneficial for streamlining operations. Notably, I have a fondness for the agent features that support my day-to-day activities effectively. Additionally, Zendesk's compatibility with other software, like AWS, adds to its operational flexibility.
What do you dislike about the product?
I feel that the pricing of Zendesk Support Suite is high, and a cheaper price point would make it more appealing. Additionally, the likelihood of recommending the product to others is moderate, reflected in my score of five out of ten.
What problems is the product solving and how is that benefiting you?
I use Zendesk Support Suite for aggregating and automating incoming emails from customer service, simplifying communication processes.
Great for Anonymous Support, But Lacks Email Forwarding Features
What do you like best about the product?
Zendesk is nice because the user is inherently anonymous, and no person email address has to be used. The software can also be used across multiple users for support.
What do you dislike about the product?
I very much dislike that forwarding and cc'ing emails and messages is not offered.
What problems is the product solving and how is that benefiting you?
Not really a problem, but it does consolidate our B2C customer support into one oulet.
Great Organization and Efficiency, But Key Features Locked Behind Paywall
What do you like best about the product?
I like the organization of Zendesk Support Suite. The ability to properly assess what kind of support inquires we're getting, the ability to accurately measure how many responses our team is giving. A centralized place for reviewing what information comes in that is accessible to multiple users without the need of a shared gmail inbox. I love that we can reduce the energy spent on tickets with pre-built macros; I love that we can feel a proper sense of accomplishment with "resolved" and "closed" tickets. I found the initial overview of Zendesk's youtube videos extremely helpful in understanding how Zendesk could fit itself into our operations and be the solution to a lot of our pinch points. Although it required several days of trial-and-error set up, I was able to get Zendesk up and running and our team was able to transition into the software, feeling more comfortable about the information coming in. Zendesk has been a great reliever of tension for our support team and support operations. We use Zendesk daily, and we appreciate it allowing us to respond to all of our customers within 24 hours.
What do you dislike about the product?
The paywalling of critical features is not my favorite business practice. Considering inbox management is a key selling point of the software for customer support teams, the ability to email the ticket via Side Conversations is pretty integral to the customer support experience, and makes onboarding the program especially difficult in the transition period as other parties will not know how to use Zendesk; or we may not want them to utilize Zendesk. There's also an initial technical barrier when trying to set up and implement more of Zendesk's features. Like, the forms being robust internally but extremely difficult to integrate into our external websites is a big negative and hard to work around. I also find it requires a lot of self-study. Every new term or feature links to a wikipedia like page that requires trying to read it, and since there's often features on that page you are also new to, it becomes a downwards spiral of trying to understand concepts and features without clear examples to really anchor yourself to.
What problems is the product solving and how is that benefiting you?
Zendesk helps us ditch the overstuffed shared gmail inbox the company has been using for years. It helps us keep track of our open support tickets and communicate more effectively with the ticket organizational system. It gives us numbers and data to use (even if the more nuanced data points are paywalled...). It gives customer support at my company its own legs and makes it feel more reliable and trustworthy. It allows anyone in my company to be trained to do support. It allows an automated initial response which takes care of the headache of people wondering if their email went anywhere. It's been pretty helpful.
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