Zendesk Suite
ZendeskExternal reviews
6,476 reviews
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It's great!
What do you like best about the product?
Ticket sla, metrics and statuses, reporting
What do you dislike about the product?
UI, comments, web only, no mobile support,
What problems is the product solving and how is that benefiting you?
Metrics side of things which we were missing
Friendly, but time to resolve issue had negative impact on ability to use product
What do you like best about the product?
The integration with our other programs is helpful; the suite is robust in functionality, with the ability to use a limited or full range of those functions. We have information coming into Zendesk from multiple streams, and it's much easier to manage in a single program.
What do you dislike about the product?
Despite a complex range of functions and integration, there are still limitations that are problematic. The Leads in Sell create multiples of the same contact. The user hierarchy has to be disabled by Zendesk, and it's not clear how it will restrict users until you've set it in place. And it took two weeks for our user hierarchy to be disabled, meaning our users had restricted ability to do their job or access their information for that time.
What problems is the product solving and how is that benefiting you?
From our website, we have all customer service inquiries from multiple sources funneling to Zendesk Support, as well as our Yotpo and Klaviyo inquiries. This means we can have one person handling customer service from a single program, instead of logging in to multiple programs. In Sell, we manage Leads for multiple revenue streams that often intersect, so a wholesale rep can view custom deals that a customer may be involved in.
User interface is good, application support is very slow/disjointed
What do you like best about the product?
Easy to customize and easy interface for end users
What do you dislike about the product?
Ticketing support is delayed, often many days pass before you receive a response/total resolution. I use the chat feature and often have to wait overnight (and receive a response in those early morning hours) or into the next day. When I respond, usually many hours before I get another response. This can drag out over several days before the issue is resolved.
What problems is the product solving and how is that benefiting you?
We use as our internal helpdesk, where end users can request updates to our electronic health record, new user setup (phone, computer, sharepoint access, email account) or help with general IT support.
Rollout of Beta Dashboard Builder
What do you like best about the product?
The announcement rollout of the new feature is good as it comes with accompanying articles to reference what is available in the current and what is offered in the new version.
I was able to see the announcement on the current Dashboard page which is certain that the announcement would not be missed out.
I was able to see the announcement on the current Dashboard page which is certain that the announcement would not be missed out.
What do you dislike about the product?
The announcement could have hidden the "Try it now" button for non-enterprise customers. I could create the new Beta dashboard but was not able to open the dashboard as the Beta version is only available to Enterprise and above subscriptions.
What problems is the product solving and how is that benefiting you?
The support suite helps to centralize all the requests coming from internal and external customers. Besides that, the metrics of all tickets can be tracked in Zendesk Explore.
Recommendations to others considering the product:
It is easy to use with medium learning curve.
efficient in reply time
What do you like best about the product?
Managing tickets efficiently and good support
What do you dislike about the product?
The thing that many necessary features requested by hundreds of users will take years to be implemented but features will be released by Zendesk on regular bases simply because have been on Zendesk developers to-do list.
What problems is the product solving and how is that benefiting you?
centralizing all communication tools in one place, which makes it extremely crucial for human resource turnover and transferring jobs.
Have to wait too long for support to review support tickets
What do you like best about the product?
Being able to get info from the auto-bot, if applicable.
What do you dislike about the product?
You can never get access to a live support person from the onset of a ticket. You have to wait 1-2 days. And even then, if you are offset in hours, then getting a resolution to your issue can be long.
Additionally, I continue to get different answers from different agents on the same subject, so that is a bit frustrating.
Additionally, I continue to get different answers from different agents on the same subject, so that is a bit frustrating.
What problems is the product solving and how is that benefiting you?
Questions/problems with the platform that I cannot find an article or online guide for.
Solved my problem immediately. But then found it wasn't as adaptable as I needed
What do you like best about the product?
I like that I can contact anytime and if it is urgent I will get immediate help. If it is a high-priority request I can get help pretty quickly. We used Talkdesk before and no support was available.
What do you dislike about the product?
Sometimes the delays on lower-tier requests leave me with fragmented work sessions. I think there should be a way to flag that I'm online and working on the project now - that way support could get to those people first. Reporting on SMS is near impossible and unhelpful. If you need something that has high texting functionality, Zendesk isn't it
What problems is the product solving and how is that benefiting you?
All sorts of admin confussion. I am learning every day how to improve SMS experiences and views for both agents and customers. I certainly think this has improved our lead management.
On and off
What do you like best about the product?
Sometimes fast answer.
Some knowledgeable staff.
Some knowledgeable staff.
What do you dislike about the product?
Sometimes it takes a long time to get an answer. Lots of missing features (data management). Control panel is all over the place.
What problems is the product solving and how is that benefiting you?
Managing ticket income. Making contact easier.
Snappy and Works Well
What do you like best about the product?
One location for receiving all support requests.
What do you dislike about the product?
The UI could be improved. Simple is better, yes, but a few tweaks to make it "feel" better would be nice.
What problems is the product solving and how is that benefiting you?
It allows us to manage a wide variety of support requests in one place, and allows us to create tasks in Teamwork and Clickup for quick resolutions.
Not flexible in terms of changes in the middle of the contract
What do you like best about the product?
Very user friendly and strong in terms of giving features.
What do you dislike about the product?
Not flexible and can make changes only during renewal of the contract.
What problems is the product solving and how is that benefiting you?
It helped in tracking the customer complaints and seller issues and to monitor the trend.
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