Zendesk Suite
ZendeskExternal reviews
6,537 reviews
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Zendesk Review
What do you like best about the product?
It helps answer guest questions and problems all in one place. The ticket system makes it easy to tag guest issues for reporting and it's easy to direct tickets to the management team in the field from the corporate office. Plus, it connects with different communication channels like our webstite, social media channels, and chat so everything is in one place for the most part.
What do you dislike about the product?
It doesn't have a robust reporting option and it doesn't work well with instagram and tiktok private messages. Also, it could have more advanced analytics and insights that'll assist with letting the company know about any guest concerns.
What problems is the product solving and how is that benefiting you?
It assists with reaching out to customers and getting their replies in one system.
Overpriced for what you get
What do you like best about the product?
The UX is well-designed and intuitive to use. It syncs well with your calendar and emails in a basic way (no AI-boosted features). I liked the feature that allows you to populate the record fields using information pulled from LinkedIn. Saves time.
What do you dislike about the product?
It's difficult to cancel your contract. It's difficult to get through to a human in their Support team. A lot of the reporting features are only available for 'Elite users'. Doesn't automatically reconcile duplicates. The Reach feature is not GDPR compliant and therefore has no use in Europe. Many of the reporting features are available only for 'Elite users' only. It would be nice to have more automated features and prompts.
What problems is the product solving and how is that benefiting you?
It aggregates my data and organises it well. It computes the sales figures.
Zendesk's do-it-yourself approach to their product leaves customers in the dark.
What do you like best about the product?
The interface is better than most but the ability to customize or understand what is available is largely shielded in the company FAQs.
What do you dislike about the product?
No support in customizing Explore reports, ticket forms or getting basic feedback on when updates to Agent Workspace could be expected. I have given the same feedback for over 3 years and have continued to receive feedback from other ZD customers about the same issues I have reported with no acknowledgment from ZD.
What problems is the product solving and how is that benefiting you?
Currently, nothing is being solved, only sold. We have had numerous tickets and complaints in writing regarding Agent Workspace that has not been resolved and yet we are frequently given a sales pitch to return to Agent Workspace. Our team has had to review countless FAQ articles, trial by QA, and discussions with other companies that use Zendesk and live chatting support to reach a decision about not moving forward with Agent Workspace. The only plus here is that we were able to revert back to ZD without AW.
It's a fine platform
What do you like best about the product?
It keeps our work flowing, and we've figured out how to use it. I like using Explore, but I wish it was more intuitive - it's not at all. Overall, it's a fine platform to use.
What do you dislike about the product?
Agent workspace - I wish that there wasn't a forced migration in the future.
Also - Explore could be much more user-friendly.
Finally, it's hard/impossible to pull a lot of data that would be great to be able to pull (like exporting a list of triggers).
Also - Explore could be much more user-friendly.
Finally, it's hard/impossible to pull a lot of data that would be great to be able to pull (like exporting a list of triggers).
What problems is the product solving and how is that benefiting you?
It gives us a convenient way to interact with our customers
Ehhhh
What do you like best about the product?
They are very quick to respond and I love the PENT team my org was assigned. The knowledge base is extensive and easy to navigate.
What do you dislike about the product?
I don't love the responses I get. I'm not the most tech-savvy and some of the responses I get are a bit over my head. Sometimes they point to articles in their knowledge base, but the articles can sometimes be HUGE and hard to pinpoint exactly what you need in that article. Even when I provide screenshots of error messages, sometimes I haven't gotten a glimpse of a resolution/fix and instead a generic 'well I logged into your instance and didn't have this problem' and that's a bit insulting.
What problems is the product solving and how is that benefiting you?
Routing and tracking of issues
Decent, plenty of limitations
What do you like best about the product?
User-friendly, accessible UI, agents don't gind it overwhelming.
What do you dislike about the product?
Zendesk almost forces you to act in the way it wants, rather than customising based on how you'd like to use the system.
What problems is the product solving and how is that benefiting you?
Provides us a system to use to speak with our customers via multiple channels whilst also providing our help centre too.
Superb Tool
What do you like best about the product?
provide benefits such as real-time shipping updates and tracking information for customers,
What do you dislike about the product?
I like everything. There is nothing that I like dislike.
What problems is the product solving and how is that benefiting you?
Improved customer experience
Zendesk Overview as a User
What do you like best about the product?
The zendesk is a user-friendly tool; I love that they require the agent to input a note before closing a ticket or a case, making it cleaner and more manageable if the customer reaches out again. The letters provide a summary of the case.
What do you dislike about the product?
Some people are complaining about the quality of the call; we also had a slight issue with the Shopify integration
What problems is the product solving and how is that benefiting you?
consistency with email answering since hey require a note before closing a case
Good software, crap service
What do you like best about the product?
The software works well, is fully featured and meets all of our needs.
What do you dislike about the product?
If you need any customer service they try to blame everything on the user and seem incapable of taking suggestions for how to improve.
What problems is the product solving and how is that benefiting you?
Allows us to share client communications with multiple staff and teams.
A workspace with many tools
What do you like best about the product?
I like that this tool is easily used by most & helpful for many tasks.
What do you dislike about the product?
Many times emails may not arrive to the receiver, be placed in spam, or not be delivered to us. This causes trouble when communicating
What problems is the product solving and how is that benefiting you?
Zendesk Support suite solves the problem of communicating with your audience via email.
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