Zendesk Suite
ZendeskExternal reviews
6,544 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great platform
What do you like best about the product?
The big configuration options. You can change a lot of parameters by yourself easily.
What do you dislike about the product?
The organization of the views or macros could be more simple.
The absurd limit of the maximum number of views it's annoying.
The absurd limit of the maximum number of views it's annoying.
What problems is the product solving and how is that benefiting you?
Manage a big number of petitions and send it to the responsible departments
The best CRM product ever!
What do you like best about the product?
It's simplicity and Zendesk always being on top of the game. No need to be a programmer to get it working. I like how easy the data can be collected.
What do you dislike about the product?
Customer Care could be more helpful. The Quality of the help changed drastically compared to when we first started using the product in 2018.
What problems is the product solving and how is that benefiting you?
The biggest benefit is the access to data generated by emails & calls received/sent and by the agents' usage. Based on that you can tweak Zendesk accordingly to meet your company's, teams and customers needs.
Fast, Informative, Polite.
What do you like best about the product?
The help center articles and videos are informative, and the chat agents are quick to help and resolve my issues the first time.
What do you dislike about the product?
Nothing so far. I like all aspects of their support.
What problems is the product solving and how is that benefiting you?
Requests/assistance with new features, triggers, various add-ons.
Love it and the support
What do you like best about the product?
Customizations and ability to create something specific to your needs.
What do you dislike about the product?
Missing Features that should be in a system like split and close
What problems is the product solving and how is that benefiting you?
We use it for a ticketing system for our IT department.
Does It All Customer Support Service
What do you like best about the product?
I like the vast amount of features that are available, from the chat feature, phone calls, the ability to track specific categories and also to monitor feedback from customers based on our responses.
What do you dislike about the product?
I wish there were far more views available so that we could see more categories we are tracking. It would be incredibly helpful to have subviews within each category as well.
What problems is the product solving and how is that benefiting you?
It allows us to connect with our customers, students and members so that we can provide them with the support they need across all of our programs and product offerings.
Great software, untrained salespeople
What do you like best about the product?
Good ticket management, nice portal for end users, decent support services, nice documentation
What do you dislike about the product?
Salespeople that do not understand the software. They overpromised in the sales cycle far beyond the capacity of the tool. In writing, so I succumbed and believed it. Purchased the upgrade and now don't have the functionality I need.
What problems is the product solving and how is that benefiting you?
Managing SaaS interactions with B2B clients.
Zendesk has many options and is the only CRM to use if you're a B2B2C business.
What do you like best about the product?
I like how robust Zendesk is and how flexible it can be when you include apps from the marketplace.
What do you dislike about the product?
Zendesk can be difficult to use because it is so adjustable and because seemingly random things you'd expect Zendesk to include as basic functions are not. This can be overcome by learning about Zendesk and by getting help from their support team. Their new system for contacting Zendesk support reps can be frustrating, however. They can be slow to respond about non-urgent issues (so everybody reports every issue as urgent), and they frequently ask you to confirm what you already explained to them, adding more time to your exchanges. Before their help revamp, their support team was excellent. Now I get by mostly on my own, but I'm lucky to be already very knowledgeable about Zendesk and how it works.
What problems is the product solving and how is that benefiting you?
We are a B2B2C business, and many tickets require us to communicate with 2 different parties about the same issue. Zendesk is flexible enough and has a large enough app marketplace that we have found various solutions to support our needs.
Overall great CRM platform
What do you like best about the product?
Easy system to navigate. Some changes have been made recently that I feel have definitely made zendesk even better! Also, nice to know that Zendesk support is there to help when customers need assistance. A good amount of help center articles as well.
What do you dislike about the product?
Sometimes there are some little bugs in the CRM when doing support tickets. If linking a ticket and trying to save another ticket that was linked, it encounters a conflict and does not complete the action. This happens a lot. Also, not being able to fire off automations immediately is a huge inconvenience. I do not want to have to wait until the top of the next hour to fire an automation I have set up. Please allow us to run automations immediately. It would be nice if there was better reporting for quantifying and qualifying trends of issues that users are reporting.
What problems is the product solving and how is that benefiting you?
Allows us to create different views so that we can track certain reported issues from our customers and its pretty easy to set up.
I haven't seen a more capable support ticket suite over the last 5 years
What do you like best about the product?
Explore Dashboards, help gain useful insights
What do you dislike about the product?
Some AI enhancements could potentially read keywords and offer recommendations for similar tickets for agent disposition.
What problems is the product solving and how is that benefiting you?
Managing the totality of customer support experience and service levels
Bad customer service (at least in LATAM)
What do you like best about the product?
I like that apps can be added to Zendesk to complement the tools.
What do you dislike about the product?
I don't like that you want to charge everything "separately" and that the customer service in Mexico and other LATAM countries is not the best. It makes no sense what you sell with what you offer.
What problems is the product solving and how is that benefiting you?
Have an omnichannel platform.
showing 2,101 - 2,110