Zendesk Suite
ZendeskExternal reviews
6,476 reviews
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A good experience with some needed improvements.
What do you like best about the product?
Good integration with multiple platforms. I love the suite and it's very easy to use with a personalized interface. Good live chat support. Also, reporting tool is awesome and is very easy to understand.
What do you dislike about the product?
The chatbot module doesn't integrate well with some systems. Sometimes ZD support is not up to the mark when needed most in my case the help with its API. Also, the suite needs better UX overall.
What problems is the product solving and how is that benefiting you?
We used it for our product customer support has various tickets categorized into the various domains further to distribute it to the various internal tech teams.
Recommendations to others considering the product:
It's an industry-standard support suite with good features.
Zendesk meets your basic needs
What do you like best about the product?
Easy setup and navigation. Provides helpful knowledge base data.
What do you dislike about the product?
There are not very many options for customization and the ability to set workflows.
What problems is the product solving and how is that benefiting you?
Our Customer Service desk. We can receive tickets to assist our customers with questions and inquiries. This benefits us because when we provide satisfactory customer service the customer is most likely to return.
Good product, Very bright future, still needs work.
What do you like best about the product?
Very simple and focuses well on the features sales staff actually need - like deals, leads, contacts, contracts, all in one place
What do you dislike about the product?
It's a new software and is missing some basic stuff. They are removing the xero integration which would have been huge for us. For large teams you can't set up company-wide user settings yet like notifications for new leads or email notifications. Still a lot of work to do as I understand you need more users until you can get more funding rounds - but its a really really good start. The API is solid, could be better, but only because its new. I'm sure they'll work on it. dev team is kinda slow adding useful features - again because its a new software. Not heavily funded yet. The youtube videos for zendesk sell are also lacking, and the "whats new" updates for the teams are focused heavily on analytics and dashboards - and should be focused on basic stuff that moves the needle.
What problems is the product solving and how is that benefiting you?
dont use it
Recommendations to others considering the product:
Have a solid backend api developer ready to assist this software with integrations
It was a nice experience.
What do you like best about the product?
Zendesk supporters are excellent, and is simple to use.
What do you dislike about the product?
The character count is too short for the initial chat to open the ticket; as a result, additional information had to wait until the ticket was opened.
What problems is the product solving and how is that benefiting you?
I was hoping to have the ticket field auto-populate based on the ticket description. Though it is currently not possible, it would be a nice future feature to have.
A lot of good features, but it takes a little bit to get used to the triggers and automations.
What do you like best about the product?
- The ticketing system allows for our Agents to move effectively through the tickets while categorizing and leaving macro responses.
- Zendesk Support has been super helpful with setting things up.
- Zendesk Support has been super helpful with setting things up.
What do you dislike about the product?
- Tickets do not automatically update in the queue. Agents need to refresh in order to see new tickets come in.
- It is not as intuitive to use as I would like. We decided to opt-out of the using the technical representative.
- It is not as intuitive to use as I would like. We decided to opt-out of the using the technical representative.
What problems is the product solving and how is that benefiting you?
- Turning on SLA's so we can view how our reps are doing.
- Turning on CSAT scores and assisting with turning on the view so we can review the feedback and turn those into coaching opportunities.
- Turning on CSAT scores and assisting with turning on the view so we can review the feedback and turn those into coaching opportunities.
Recommendations to others considering the product:
- Make sure to check all triggers and automation before activating your account to ensure your customers are receiving the appropriate information as well as your agents.
Easy to learn and use but still needs improvements
What do you like best about the product?
I like the chat and phone functionality and that a new window opens for the agent to take notes instantly if needed.
What do you dislike about the product?
The management of tickets as an agent (prioritizing tickets, receiving notifications about replies) and the search functionality need improvement.
What problems is the product solving and how is that benefiting you?
- Helps provide support at scale.
- You can integrate more platforms, tools that will help the efficiency of the team
- You can integrate more platforms, tools that will help the efficiency of the team
Great functionality but UI/UX leaves you wanting
What do you like best about the product?
Zendesk enables you to customize almost everything you could imagine from design, admin permissions and access, workflow customizations, and more. Once you know how to use everything, the functionality is there to serve your organization.
What do you dislike about the product?
The backend UI/UX of Zendesk is extremely lacking. It is difficult to find the modules I need to accomplish a specific task. As Zendesk adds more features, those features are added on without any apparent rhyme or reason, making it very difficult to navigate the backend. I particularly dislike how a new window opens every time I try to navigate to a different portion of the admin experience. Finally, user management is clunky at best - you have to open three user profile windows before you're able to edit their permissions. Unfortunately, the world's leading Knowledge Base platform has a KB that is so vast at this point it is almost impossible to find the answer you need, and articles are often outdated.
What problems is the product solving and how is that benefiting you?
Zendesk allows me to build, customize, and add on to a Knowledge Base without having to work with a web designer. Zendesk allows me to easily route tickets and support clients faster with less headcount.
Zendesk has many capabilities, but is not always the most user friendly.
What do you like best about the product?
It supports call, chat, email and help center content in one system. The user can then pull data across these channels to see that SLAs are being met. I cannot speak to how it performs against its competitors, as Zendesk is the only ticketing system I have used.
What do you dislike about the product?
It is sometimes difficult to know where to go to find things or to keep things organized by the views. The logic to create views and triggers can be challenging.
What problems is the product solving and how is that benefiting you?
Communications with investors. We do not have an incoming call center or a phone number, so Zendesk is the way for investors to reach out to us with questions or concerns.
Recommendations to others considering the product:
It takes a bit of getting used to, but then it becomes quite useful.
A Neat Support Platform
What do you like best about the product?
The solid infrastructure provided to any company
What do you dislike about the product?
The very fast pace changing support environment that the customers need to adapt.
Customers may be forced to use some undesirable changes made to the platform - they should be made optional instead. That would bring down the productivity of the customers.
From time to time, potential issues may be noticed by customers from the results of upgrades carried out on the support platform.
At one stage it was not easy (tough) to access to Zendesk support but this has just recently been improved.
Moving forward, Zendesk support has to not only consider non-technical customers (expectations may be simpler but demand smooth workflows) but also complicated technically bound customers (more demanding in terms of the complex integrity of how the system would work and behaves and integrate into their business operational workflow).
Further, Zendesk support may also like to cover scripting assistance to customers within the Zendesk platform. I have had experience in the past seeking help in this regard but was told off - nothing can be done and I'm on my own on this.
Customers may be forced to use some undesirable changes made to the platform - they should be made optional instead. That would bring down the productivity of the customers.
From time to time, potential issues may be noticed by customers from the results of upgrades carried out on the support platform.
At one stage it was not easy (tough) to access to Zendesk support but this has just recently been improved.
Moving forward, Zendesk support has to not only consider non-technical customers (expectations may be simpler but demand smooth workflows) but also complicated technically bound customers (more demanding in terms of the complex integrity of how the system would work and behaves and integrate into their business operational workflow).
Further, Zendesk support may also like to cover scripting assistance to customers within the Zendesk platform. I have had experience in the past seeking help in this regard but was told off - nothing can be done and I'm on my own on this.
What problems is the product solving and how is that benefiting you?
The existing Zendesk is providing somewhat easy-to-manage templates and useful linkages through different aspects of source - VoIP; messaging platform; emails etc. - for support in general. Once it is probably set up, it eases the support workflows for your business.
Recommendations to others considering the product:
It's a neat support platform.
Very Powerful - but be ready to invest in time
What do you like best about the product?
Extensible, and all -in one solution for everything you need from a Service Desk perspective
What do you dislike about the product?
Complex and the configuration needed feels rather "old school". Of course with the amount of extensibility and customization - I can see why it's necessary.
What problems is the product solving and how is that benefiting you?
An excellent Service Management Platform - specifically around Service Desk - i.e. Help Desk tool for ticketing
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