Zendesk Suite
ZendeskExternal reviews
6,506 reviews
from
and
External reviews are not included in the AWS star rating for the product.
First experience with Zendesk
What do you like best about the product?
The people at Zendesk Support Suite are responsive and helpful
What do you dislike about the product?
It is unclear why support@Zendesk is not supported any more, it is difficult to make initial contact and I worry that I am bothering people if I fill out a ticket
What problems is the product solving and how is that benefiting you?
I have a meeting set up to discuss adding automated tags to onboarding documentation on Zendesk and how that could be accomplished. After the meeting, I will know more.
Exceeds in areas, falls short in others
What do you like best about the product?
After digging in and finding solutions you can accomplish a lot, unfortunately, you're forced to improvise solutions that solve for your needs. Great reporting (when it's accurate) Their support team is fast, friendly and knowledgeable!
What do you dislike about the product?
Reporting is very unreliable, with identical queries often returning different results. Their account managers call until you tell them to stop. My account manager called repeatedly while I was on vacation, then went down the list of old contacts they had on file to tell them they were "urgently" trying to reach me. When I finally broke down and called while on vacation, it ended up being a sales call, needless to say, I was livid and that experience left a really bad taste in my mouth.
What problems is the product solving and how is that benefiting you?
It helps us stay in touch with our customers, and organize/funnel contact in ways that work for us. Using triggers and settings we can effectively control SLAs and keep our tickets moving quickly.
Lots of nuances to work through
What do you like best about the product?
Being a cloud-based application is extremely helpful. There are a lot of things you can do with Zendesk, just have to know what can be done. There is a lot of documentation on how to use the system.
What do you dislike about the product?
The system is quirky and uses tags too much. It is very difficult to get data reports out of the system. Would like to see that streamlined and have confidence in the results.
What problems is the product solving and how is that benefiting you?
Zendesk is helping my organization track customer support issues. While it isn't as costly as other products, it also doesn't seem to be as user-friendly as them either.
Knowledge Review
What do you like best about the product?
I love the User Interface of Zendesk Guide.
What do you dislike about the product?
Lack of KCS features in the Knowledge area
What problems is the product solving and how is that benefiting you?
Self-Service problems. Needs major improvement in the KCS area.
Omni-channel support made easy
What do you like best about the product?
A myriad of features is available for clients from which we can choose what works for us and use just that. Their support portal is quick and efficient, much better than others I have used.
What do you dislike about the product?
Some of the features are implemented in a very basic form and need further improvements. However, these improvements sometimes take quite a long time to be implemented.
What problems is the product solving and how is that benefiting you?
Have a single portal through which we can interact with our users who might be accessing us through multiple channels. Its reporting capabilities are extremely useful and very much insightful
Its very user friendly
What do you like best about the product?
Everything is under one umbrella so agents find it easy to navigate.
What do you dislike about the product?
Nothing really, one thing I might say it is quite expenses as compared to other ticketing system
What problems is the product solving and how is that benefiting you?
As I said it is user friendly and all our agents find it useful
Good to start but I doubt it's scalable
What do you like best about the product?
Macros and automations can be hugely helpful.
What do you dislike about the product?
Adjusting views is unnecessarily difficult.
What problems is the product solving and how is that benefiting you?
Answering support tickets. I am able to categorize tickets and set up auto responses.
Good Product with many areas of growth
What do you like best about the product?
User friendly interface, great reports and analytics.
What do you dislike about the product?
Knowledge Base editor needs imporovement. Unable to create sleek PDF of content without timestamp and HTML address on the PDF.
What problems is the product solving and how is that benefiting you?
We no longer utlize Zendesk Support Suite. Too high of a cost with too many missing features (listed above).
Recommendations to others considering the product:
Set up is not too challenging. White labeling required skills and not all of the Zendesk Help Center articles were helpful.
Good Tool with some extraordinary functionalities but quite expensive
What do you like best about the product?
Their ability to add custom ticket statuses
What do you dislike about the product?
Pricing. They don't have pro-rata basis pricing.
What problems is the product solving and how is that benefiting you?
Ability to interact with the customers and categorize the tickets received from customers
Powerful, but complicated and pretty bad consultative support unless you're paying a lot
What do you like best about the product?
It's build for support teams, from support teams so there are a lot of thigns that help teams scale.
What do you dislike about the product?
It can easily get too complicated unless you purchase additional tools, ad ons, or their professional services, but also... they treat you like a beginner and then send you documentation from the HC (which, you probably already looked up)
What problems is the product solving and how is that benefiting you?
Centralizing customer communications
showing 241 - 250