Zendesk Suite
ZendeskExternal reviews
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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has a KB that is so vast at this point it is almost impossible to find the answer you need, and articles are often outdated.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
There is a few issues and lack of elasticity of the Zendesk. But its still the best what You can get
What do you like best about the product?
Speed, easy to teach new agents. Live Chats
What do you dislike about the product?
Lack of permissions settings. No translations in chat transaltions.
What problems is the product solving and how is that benefiting you?
Customer support and issues of the clients. Yes i am.
Solid support desk offering
What do you like best about the product?
Ticketing is clear and easy metrics are also easy to extract
What do you dislike about the product?
Sometimes slow support but only in rare cases
What problems is the product solving and how is that benefiting you?
Keeping all of our clients in the same portal
Zendesk is a great tool to bridge the gap between customer experience and consumer.
What do you like best about the product?
Zendesk Support is used to connect to multiple marketplaces. Being able to respond to inquiries in one software saves our customer experience team a lot of time and energy. Overall improves our process.
What do you dislike about the product?
Zendesk Support recently updated the user interface. It is a bit more difficult to find the customer's contact and email address. It was a lot easier to be able to copy and paste as needed.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite bridges the gap between customer experience and the customer. It's great that we are able to have a all-in-one suite to be able to connect all our marketplaces.
Recommendations to others considering the product:
Zendesk Support Suite is recommend to those having multiple sales channels.
Better when paying for features
What do you like best about the product?
The system was easy to learn and channels are quickly setup to start. The widget is easy to setup and the answers are well filtered in the agent view. There is a lot of integrations too, which is one of the main reasons, with capability to scale, that I chose Zendesk. For small businesses, it might be a bit overkill, but the benefits will reveal when scaling. No need to change you software and have a big migration. All you need is there. There is also a plan for startups, that only last for 6 months, unfortunately. It would have been great if it would be bounded to the usage needed.
What do you dislike about the product?
The configuration opens in a different page than the agent support software, making it not convenient to follow. Also, the interface displays the features you don't have access to like if you would have and a message displays at the end of the process telling you to contact them. The interface in general is very old-school in its design and user experience. You have to dig for the things you need. If you do not want to use the widget (I already have one on my website) you have to build your own forms and then link them using their APIs. It works but it's more work, especially for small businesses and startups.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us to collect customer requests, issues and bugs. With its link with JIRA, we're able to centralize all the software issues at only 1 location for better visibity, prioritization and management. Zendesk can be helpful to scale as opposed to JIRA Service Desk, which doesn't offer that many features and channels.
Recommendations to others considering the product:
For small teams consider JIRA service desk. Zendesk is best for helping big teams managing tickets.
ZenDesk Support
What do you like best about the product?
Zendesk support suite is highly customizable with many field options, add ons and integrations.
What do you dislike about the product?
Zendesk isn't always intuitive with some of their support products and can be a bit clunky.
What problems is the product solving and how is that benefiting you?
Streamlining our support team to better attend to our customers.
A fine support, ticketing and incident management tool for enterprises
What do you like best about the product?
Integrations available, automations and workflows setting,triggers and notification, analytics (by admin) and the supported applications make this a fine tool for support and incident management.
What do you dislike about the product?
Reporting is difficult and challenging and the ability to edit entries is also tricky, customer service is not very prompt and downtimes (SLA) could be improved.
What problems is the product solving and how is that benefiting you?
Supporting the issues/ incidents raised by the customers and giving all the necessary integrations/ automations/ workflow and apps assistance to track them at each level of the organization.
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