Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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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.
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.
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