Zendesk Suite
ZendeskExternal reviews
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Overall a great experience.
What do you like best about the product?
Zendesk is great with multiple features that help you keep track of ticket performances, how many tickets are solved, SLA and agent performances as well. This compares way better to competitors.
What do you dislike about the product?
Sometimes Zendesk would freeze and not allow you to click on certain things, other than that it's great, I'm not sure how it can be improved as it might be a technical issue but it's great.
What problems is the product solving and how is that benefiting you?
Zendesk has given us options to expand our queues. There are several benefits, efficiency, productivity, etc. Yes, it has improved work performance by a lot and has helped overall.
good
What do you like best about the product?
like how you have all the tools to not only integrate the existing connections with other systems, but also to create your own
What do you dislike about the product?
I find it tiring that we have to export each file and then it is mandatory to leave a comment that why we exported it and the file is unharmed.
What problems is the product solving and how is that benefiting you?
Overall it is a stable application but it is not a multi tasking which takes a while for everyone to finish their work.
Recommendations to others considering the product:
good product
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.
Zendesk Support Suite - excellent for businesses looking to streamline customer support.
What do you like best about the product?
Very easy to manage from an administrative standpoint - very easy to organize workflows from a user perspective.
What do you dislike about the product?
Needing to have separate applications open to view history of chats when an end-user creates an email ticket.
What problems is the product solving and how is that benefiting you?
Made it easy to service customer's questions and issues in a VERY timely manner. We've been able to service all member requests within minutes instead of days compared to other companies that we've dealt with.
Recommendations to others considering the product:
Zendesk Support Suite is an incredible tool if you're looking to streamline your customer support processes.
Love Zendesk. I really do!
What do you like best about the product?
The fact that it works with so many other 3rd party apps. All guides are accessible and the support team is wonderful! I can find out so many new options every day!
What do you dislike about the product?
Well, to me it seems as if they're not really there for startups and small companies. I would love to see some more professional escort to them as Google offers.
What problems is the product solving and how is that benefiting you?
They offer a one-stop solution for CX-All channels integrated into one place-social, in-game, emails and guides. The early access chatbot is still in need of some work, but they are off to a great start
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.
A great suite product to configure and start with.
What do you like best about the product?
The detailed help center articles.
Easy to use admin center.
Events section on all the tickets.
Easy to use admin center.
Events section on all the tickets.
What do you dislike about the product?
Not easy to do basic stuff like child ticketing etc.
The help center is a bit difficult to configure.
The help center is a bit difficult to configure.
What problems is the product solving and how is that benefiting you?
We are trying to scale up our support tickets and Zendesk being our channel partner is helping us solve this, with a data-oriented approach.
Recommendations to others considering the product:
Always review the Zendesk suite plans while you are looking at different CRMs in the market. It's a must-have CRM for every organization.
Great support
What do you like best about the product?
There are a lot of technical settings, you don't understand at first. And if I do not come right with the support suite the customer support in the chat function answered quickly and was very patient with my questions.
What do you dislike about the product?
It may seem confusing at first to go through all the small settings. I have to read sometimes through it 2-3 times to understand what i being said and what needs to be changed in order to fix the issue.
What problems is the product solving and how is that benefiting you?
Emails did not send out, so although we answered all emails the customer did not receive the mails, which can cause bad reviews in our business. Now all settings are correct and we hope we don't have the problem in the future.
Recommendations to others considering the product:
Zendesk is pretty simple to use. You may need some setup guide when programming it for more advanced settings but their support is great.
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.
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