Zendesk Suite
ZendeskExternal reviews
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This is an amazing platform but...
What do you like best about the product?
The intuitive visual interface, well-developped business functionalities, various reporting options, and tagging. Briefly, good fit for almost every business.
What do you dislike about the product?
If you are lucky to catch Live Support, everything is great. Otherwise, only answers after more than 24 hours and articles instead real help, not positive at all.
What problems is the product solving and how is that benefiting you?
Well-organized archive, GDPR compliant, easy users and organizations management, simplified admin center(still can't be fully explored without Live Support).
2x Greatness (Great tool with Great opportunities
What do you like best about the product?
I love that each client has a dedicated account manager that can be easily contacted easily. So far, it's very useful with our B2B and B2C. A user-friendly tool that anyone can use with ease.
What do you dislike about the product?
Datasets are separate. There are still a lot of things that need to be improved especially with live chat monitoring just like what other WF tool is using knowing that the nonvoice business is growing.
What problems is the product solving and how is that benefiting you?
It's helping us a lot with our reporting and performance visibility. We were blinded before thus, we are unable to create effective action items but with data being available through Zendesk, we can do deep-dive analysis and address concerns with our B2B and B2C.
Recommendations to others considering the product:
Support needs to improve on visibility and more options to contact the advocacy team especially when there are major issues
Zendesk has great tools but recently degraded their Support and it's hard to get timely answers
What do you like best about the product?
The integrations and the talk functionality allow for easy agent use day-to-day. Reporting and custom field mapping allow us to isolate issues and provide feedback for the rest of the company.
What do you dislike about the product?
Account management is too slow. It was better when we could call. Also, it's hard to see changes coming from feedback provided. It seems there are basic tools that many people request that have not been implemented for many years.
What problems is the product solving and how is that benefiting you?
Quick support and repetition for basic case-work via phone and email. Strong metrics to identify root causes and SLAs to focus on specific customer segments have been a nice plus.
Recommendations to others considering the product:
Make sure you can self-service all of your needs. Check viability of integrations.
Zendesk offers a solid support experience
What do you like best about the product?
Integration of multiple channels of support under a single service. A solid amount of applications and integrations to expand on the offerings.
What do you dislike about the product?
Messaging is not quite fully integrated and is missing some features from the previous Chat offerings such as triggers for specific conditions and the amount of information displayed to an agent in the workspace.
Many requested features are left ignored with very little in the way of communication for future support or a transparent roadmap for the new features being implemented.
Zendesk seems to have an issue with their support team as well. Everything is pushed to Chat, but I often find that no agent is available to answer my request in real-time, and that e-mail replies are taking longer to receive a reply. You would expect Zendesk to be leaders in this area.
Many requested features are left ignored with very little in the way of communication for future support or a transparent roadmap for the new features being implemented.
Zendesk seems to have an issue with their support team as well. Everything is pushed to Chat, but I often find that no agent is available to answer my request in real-time, and that e-mail replies are taking longer to receive a reply. You would expect Zendesk to be leaders in this area.
What problems is the product solving and how is that benefiting you?
Self-help and multiple channel support options allow us to meet the customer where they expect to receive support. We've increased our CSAT score by 10%, to a high of 97% overall.
Recommendations to others considering the product:
Fully test all of the options available in the suite based on your needs to ensure it is a good fit for your company.
Helps my CX team but too not non-developer friend
What do you like best about the product?
I love that there is an array of options to customize our tickets, macro's, etc.
What do you dislike about the product?
It is not easy to customize or create a flow from scratch.
What problems is the product solving and how is that benefiting you?
Customer problems mostly but we haven't integrated much because it's not simple to do.
Solid support experience
What do you like best about the product?
Macros, automatic tagging based on the macros, and customization of labels.
What do you dislike about the product?
The reporting side (through Explore) is challenging to navigate, and the lack of customization around integrating data from our own database into the ticket view.
What problems is the product solving and how is that benefiting you?
Makes it much faster to automate certain workflows. We've been able to auto-archive a lot of emails based on keyword recognition, and create more efficient systems.
Creating Usable Charts
What do you like best about the product?
I like that the agent was very responsive and took the time to walk through the issue. He spent his time trying to figure it out.
What do you dislike about the product?
At the end of the day, he was unable to create the chart that we were looking to create. The chart is easily created in excel, but ZenDesk Explore does not have this option.
What problems is the product solving and how is that benefiting you?
I have used this support suite to help to create a chart that I was unable to create on my own. I have realized that are resources out there other than online forums to help improve our business.
Overcomplicate
What do you like best about the product?
Integrations
Views
Macro
The multiple status options
The personalized views
The default reports from Zendesk Explore are very useful
The personalized forms and fields
Views
Macro
The multiple status options
The personalized views
The default reports from Zendesk Explore are very useful
The personalized forms and fields
What do you dislike about the product?
Most of the settings are too overcomplicated. Starting with the People settings, the triggers and automations. You need to simplify thins and reduce the number of steps for each action
What problems is the product solving and how is that benefiting you?
Reporting KPI's is way much easier now that we are using Zendesk Explore.
The multiple views available allows us to keep a eye on everything
It would be good if satisfaction was a default function
The multiple views available allows us to keep a eye on everything
It would be good if satisfaction was a default function
Recommendations to others considering the product:
You need a dedicated admin person to sort it out as it is a bit time consuming
Great functionality but not for all businesses
What do you like best about the product?
Zendesk is great for organising and keeping track of issues, with many different features to suit different needs. We use a number of automations and triggers to get the right issue to the right team and make sure all is flowing as it should.
What do you dislike about the product?
The main problem we have is zendesks inability to resolve a situation in which an initial email was sent or cc to one email address used in zendesk, thereby creating the ticket, with following emails being sent to other emails addresses. Zendesk is unable to recognise that another email has been added into the thread (or that the original thread was forwarded to another email) and so the original ticket will just continue to update. In our company with many different departments, but only the customer service teams working on zendesk this is a big problem for us requiring multiple workarounds and no fool proof solution which is a risk to our business.
What problems is the product solving and how is that benefiting you?
Able to have emails, app based messaging service (like chat) and phone calls all in one platform. We can easily search ongoing issues in tickets. We can easily manage and view stats. The best part is that we are able to build zendesk how we need it without having to make change requests to a software company.
Recommendations to others considering the product:
Carefully consider your business structure and the types of communications that regularly take place
Feedback
What do you like best about the product?
Zendesk is convenient for talking to my company's contractors. We use it as a support line for them to reach out with questions. We plan to have live chat support in the future and hope to integrate it.
What do you dislike about the product?
-I've been having issues logging into Zendesk causing me to contact support/ admin several times.
-The self-service guide is overwhelming for someone who doesn't know much about it.
-It takes quite a bit of self learning
-Forwarding emails do not show it is coming from Zendesk. I have made the mistake of accidentally sending internal termination notes to myself, being shown to the contractor.
-The self-service guide is overwhelming for someone who doesn't know much about it.
-It takes quite a bit of self learning
-Forwarding emails do not show it is coming from Zendesk. I have made the mistake of accidentally sending internal termination notes to myself, being shown to the contractor.
What problems is the product solving and how is that benefiting you?
-Contractor customer service support
-Providing detailed KPIs of how many calls, emails, and texts are being sent through
-Categorizing them into different buckets to show how we can improve
-Self-service FAQ
-Providing detailed KPIs of how many calls, emails, and texts are being sent through
-Categorizing them into different buckets to show how we can improve
-Self-service FAQ
Recommendations to others considering the product:
See above
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