Zendesk Suite
ZendeskExternal reviews
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Really nice and complex ticketing solution for Support teams
What do you like best about the product?
- a lot of integrations with other tools
- a large range of work automation within the system
- clear and convenient data storage structure
- one of the best and most developed solutions on the market
- a large range of work automation within the system
- clear and convenient data storage structure
- one of the best and most developed solutions on the market
What do you dislike about the product?
I have to say that there aren't many of these things, if there is something, it is individual preferences in layout etc. really minor things
What problems is the product solving and how is that benefiting you?
all stuff related to customer support stuff and managing customers requests
Zendesk...the most comprehensive and user-friendly tool we've got.
What do you like best about the product?
I like the fact that I can make it do what I want it to do with some basic Googling and trial/error. It's extremely flexible and is a great embodiment of the phrase "you get out what you put in".
The support is also amazing and quick.
The support is also amazing and quick.
What do you dislike about the product?
Using the South African rand makes it a bit expensive but it's a case of you get what you pay for. They charge a premium for some of the higher packages but they hardly ever push you into one and reward loyalty.
What problems is the product solving and how is that benefiting you?
The problem of request consolidation...making sure every customer request comes through the same space. This allows agents to focus on a single screen instead of having multiple screens or continuously switching between programs. It's fairly easy to set up different channels and send them where you want them.
Helpful Support
What do you like best about the product?
It's quick to reach support using the chat feature, (once you get past the bot). And the agent was able to answer my questions and point me in the right direction of notes to help resolve the issue.
What do you dislike about the product?
The downside is the chat bot, particularly when you know that the question you have can not be answered by the bot. So having a quicker way to reach an agent would be good in situations like that.
What problems is the product solving and how is that benefiting you?
How to deal with the upcoming changes they are making which involve not being able to sort the view based on the Subject and Submitter. I can't believe they're taking that functionality away - surely I'm not the only user that thinks that.
Recommendations to others considering the product:
It's a great way to keep track of multiple support requests from users. If you've been using email you'll find it's a game changer.
Powerful tool but too big that is not user friendly
What do you like best about the product?
I like that if you are a business with many different channels it can all be managed with one tool. We use email, chat, and chatbot. Also, like the multibranding capability.
What do you dislike about the product?
It has so many settings that are hard to nail the configuration to your needs. It's necessary to have a Zendesk Expert to get to the point that everything suits your business needs. Explorer is difficult to put together. Not very user-friendly. Learning curves take time.
What problems is the product solving and how is that benefiting you?
We use it to give support to our end-user, but also as we were able to structure the support service in tiers we can also give internal support to our teams. Makes communications easier.
Recommendations to others considering the product:
Is not a plug and play kind of tool needs the expertise to set it up.
Super easy setup, excellent customer support
What do you like best about the product?
Clearly, this company eats its own dog food. It was very easy to set up a website, integrate a paid theme, and integrate their chatbot and talk product. even the 3rd part developer I bought a custom web theme from was very prompt to respond to any questions I had and provided exemplary support.
What do you dislike about the product?
Some of the Zendesk help articles are outdated. Links send you to the incorrect web pages, which makes following the rest of the instructions in the articles impossible. I was able to chat with an agent through their support system within 10 minutes of encountering the issue, so in the end the poorly maintained articles were not a blocker for me.
What problems is the product solving and how is that benefiting you?
We use nearly all of Zendesk's features to create our customer support experience - The chatbot/widget, Zendesk Talk, the guides (website), and even their marketplace themes. It helped us create a very professional-looking support center with only 1 full-time employee and 2 weeks' worth of work (including writing up all of the help articles themselves).
It's working well for us.
What do you like best about the product?
We've been using the Support feature for 2 years and have found it to be very helpful in helping us maintain superior customer service. It is easy for us to see when customers nee help.
What do you dislike about the product?
We are just starting to use the chat (messaging) feature. There are some good things about it - such as the integration with Support - but some features that do not work as well as LiveChat. Some features that are native to LiveChat require that you upgrade ($$) even more with Zendesk.
For example, notifications do not work as well. It's very difficult to assume a chat that an employee has abandoned for some reason (and has left the customer hanging). There are some functions of the bot (such as being able to disable it or change its native response to questions it doesn't understand) that need to be updated - the sooner the better.
With Messaging, it's the bot or nothing. We prefer not to make people deal with the bot or to, at least, hide that they are dealing with the bot. (We want the ability to get rid of the bot icon and use something else.) Also, you cannot set up proactive chat invitations unless you either downgrade to ZD's Classic Chat, or pay a lot more money for Sunshine.
We haven't started using phone yet as we are still trying to get messaging to work as we need it to.
For example, notifications do not work as well. It's very difficult to assume a chat that an employee has abandoned for some reason (and has left the customer hanging). There are some functions of the bot (such as being able to disable it or change its native response to questions it doesn't understand) that need to be updated - the sooner the better.
With Messaging, it's the bot or nothing. We prefer not to make people deal with the bot or to, at least, hide that they are dealing with the bot. (We want the ability to get rid of the bot icon and use something else.) Also, you cannot set up proactive chat invitations unless you either downgrade to ZD's Classic Chat, or pay a lot more money for Sunshine.
We haven't started using phone yet as we are still trying to get messaging to work as we need it to.
What problems is the product solving and how is that benefiting you?
The Support piece is excellent. The jury is still out on messaging and phone. We like the idea of integrating everything. We are just having some problems because the Zendesk message and phone pieces are missing critical elements that our current solutions include.
Recommendations to others considering the product:
Make sure you research other options so you can carefully determine if Zendesk Support Suite includes all of the features you really need.
Overall a Good Product However Some Enterprise Features are Lacking
What do you like best about the product?
Zendesk is super easy to use. It has a lot of features right 'out of the box' where you can quickly get up and running. Furthermore, it has an API as well as webhooks which work for most of our needs.
What do you dislike about the product?
While there is an API and webhooks, there are some enterprise features that are missing from the product. For example, the API is limited as to what it can do, especially for non-admin users.
What problems is the product solving and how is that benefiting you?
We use Zendesk to handle and manage support tickets. We also store customer data including specific information that is pertinent to supporting the particular customer. By adding customer fields specific to our business, Zendesk solves most of our needs from the support orginization.
Making the Support Team life easier
What do you like best about the product?
What I like about them is their support team, they are helpful and always patient with all our questions. They are always friendly and polite.
What do you dislike about the product?
Just like any other systems, they have a lot of workarounds that can be done which coulf be confusing at times.
What problems is the product solving and how is that benefiting you?
The communication we have with our customers are seamless. We have SLAs, automations, triggers and so on.
Everything your small business needs
What do you like best about the product?
I like that it covers all our bases and the support team is top-notch. I never wait long for a response/solution. The one-stop shop is a great perk.
What do you dislike about the product?
It can be super in-depth, and you' 'll need to spend some time reading their support docs to figure stuff out. Not really a bad thing!
What problems is the product solving and how is that benefiting you?
Handling all of our support needs + knowledge base that customers can sort through, which cuts down on emails to support.
Recommendations to others considering the product:
If you need a robust all-in-one CRM, this is the way to go. If you're part of a startup, it's worth inquiring about their startup program.
Excellent product and support
What do you like best about the product?
Support suite is highly effective and easy
What do you dislike about the product?
Some of the setup is difficult but their support is great at helping
What problems is the product solving and how is that benefiting you?
Easier to track support issues. Better organization and quicker issue resolution.
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