Zendesk Suite
ZendeskExternal reviews
6,546 reviews
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Always helpful and extensive resources
What do you like best about the product?
I love how it can be customised to each business. The functionalities of Zendesk are endless.
What do you dislike about the product?
As a support company they do have quite a lot of self-serve to sift through before you. find your resolution. Luckily you can access Agent support at any time for more complex issues.
What problems is the product solving and how is that benefiting you?
My business has multiple types of customers. Zendesk also me to segment and prioritise each customer cohort. Zendesk also offers incredibly insightful reporting capabilities so i can predict traffic etc.
It was a good experience
What do you like best about the product?
It is fast at the time to organize all the daily tasks
What do you dislike about the product?
Is not much friendly when you want to add externas mails to New areas
What problems is the product solving and how is that benefiting you?
How to configurate SpF emails, cause i Stiller doesnt configurate the externals emails, is benefiting me cause i am adding some new areas
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.
quick & easy
What do you like best about the product?
Getting in touch with an agent is easy and quick.
What do you dislike about the product?
Too many options, the page was a little
Overwhelming
Overwhelming
What problems is the product solving and how is that benefiting you?
It helped me figure out a trigger that I need to make. It's benefiting me because I don't have to figure it out by myself.
AI instead of humans
What do you like best about the product?
Zendesk support is marginally helpful once you jump over all of the AI hurdles and bots to reach a live human being. If the question is simple, you'll get a simple answer, generally in the form of a Help Center link that you could have found on your own (or did find and determined it insufficient).
What do you dislike about the product?
If your question is complex, you'll get vague answers from Support or bounced around from team to team while they all point the finger at each other. Hopefully the acquisition will Make Zendesk Customer-Centric Again?
What problems is the product solving and how is that benefiting you?
Zendesk Support is most beneficial when contacted through the chat widget within an existing account with a very straightforward question. I would get more benefit from a proper account manager that was dedicated to our success, but that seems too hard for Zendesk to manage so the Support team is the next best option.
Awesome support platform!
What do you like best about the product?
Have been using ZD for years and am a big fan! ZD team is very quick to respond, and has built some cool features for assisting our customers. I like the integration options ZD provides as well. Awesome stuff!
What do you dislike about the product?
Better explore functionality would be great, sometimes it's difficult to get the metrics you need. Occasionally our team experiences issues receiving calls from customers.
What problems is the product solving and how is that benefiting you?
Call center, chat, and knowledge base for customers
Easy and intuitive for everyone
What do you like best about the product?
It's super easy to get teams set up and ready to go. I've worked in Zendesk Support both as a support agent and as an admin - it's got the best interface for a ticketing system of all the ones I've used, and the admin interface is generally intuitive and recent updates have made it even better.
What do you dislike about the product?
If you're a larger company with a ton of integrations and special one-off solutions, it can be frustrating to try and make all those workflows function with a system that's really meant to be used right out of the box. We've developed on the platform and found that the new and updated features that Zendesk rolls out haven't prevented us from doing what we need, though. The dev docs are thorough.
What problems is the product solving and how is that benefiting you?
As our support team grows, Zendesk allows us to triage work between several different teams that have different skill sets, without the customer getting lost in an email chain. We can build on the platform as we grow the company and get help from the help center as well as the larger Zendesk community.
Great tool, lacking in data exploration
What do you like best about the product?
I've been using Zendesk for about 5 years and it has essentially become a business standard. There is a good reason for that -- it's a well-rounded tool that is easy to learn and offers webhooks and custom integrations to link to other SaaS tools.
What do you dislike about the product?
The lack of data and data exporting is extremely challenging. Any data related to queue escalations, timestamps for events added (such as a tag), or keyword tracking is simply not available.
What problems is the product solving and how is that benefiting you?
Ultimately, Zendesk allows us to easily respond to and track user issues.
Pretty Good
What do you like best about the product?
Lots of features, third party integrations
What do you dislike about the product?
Buggy, weird automation/trigger limitations
What problems is the product solving and how is that benefiting you?
Managing ticket flows works well
Great experience
What do you like best about the product?
Easy to use.
Automated email notification
Automated email notification
What do you dislike about the product?
GUI can be a little better. There is a scope for improvement.
What problems is the product solving and how is that benefiting you?
Product support
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