Zendesk Suite
ZendeskExternal reviews
6,546 reviews
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Quick response. Nice to have somebody with experience looking into issues
What do you like best about the product?
Quick response and the automated chat function to see if there are any incidents.
What do you dislike about the product?
No dislikes. The responses are always good and the knowledge base is high quality
What problems is the product solving and how is that benefiting you?
Submitting a ticket wasn't possible anymore. After research the root cause of the problem was one of the third party apps.
Great options for ticket management and omnichannel support, lacks in talk options and reporting.
What do you like best about the product?
Love Agent Workspace and omnichannel support. Ticket management options are sufficient and work for our needs. Love app integrations, but would love to see more out-of-the-box functionality.
What do you dislike about the product?
Explore is not user-friendly and the learning curve for creating workable reports is high. Explore recipes are appreciated, however it shouldn't take a guide to produce a basic report. It is also impossible to send out a list of tickets (Excel) with details (Drill In) without the user having to be a user of Zendesk and see the report online. No measurement for agent availability - a call-center standard metric. Agents that decline or miss calls are not re-served the call ever - even if they are in available status. What if all my agents do this? - the caller never gets through to an agent, ever. The correct implementation would be that the agent is put in unavailable if they miss/decline to force the agent to put themselves in available again and then re-serve the call.
What problems is the product solving and how is that benefiting you?
While we had omnichannel support, it was not all in one product, which has increased agent productivity. Side conversations with Slack integration also had an effect on efficiency as well and have allowed agents a single portal for most actions they need to take on a day-to-day basis.
Good support tool to start with
What do you like best about the product?
Zendesk's vast community support and lightweight console
What do you dislike about the product?
Zendesk is really a good support tool, however, there are some features that are not available but very much expected for example auto-assign of the tickets.
What problems is the product solving and how is that benefiting you?
Trying to give email support over Zendesk to customers.
Auto mailers, macros and other features have been of great benefits.
Auto mailers, macros and other features have been of great benefits.
Recommendations to others considering the product:
Go for it and it will definitely help those who are looking to automate the helpdesk process.
Zendesk Support
What do you like best about the product?
Simplistic out of the box build, that functions effectively for the business.
What do you dislike about the product?
Some of the support documentation provided by the bot is outdated and resulted in having to contact the Support chat directly.
What problems is the product solving and how is that benefiting you?
Working with Triggers to categorise and tag our Support tickets, the benefit of the autonomy that it creates saving our team time.
Recommendations to others considering the product:
For Entry-level out of the box support suite, great for small business.
Zendesk Platform
What do you like best about the product?
Zendesk allows me to easily customize the platform based on our different office locations throughout the world. We have over 130 staff who have access to the platform, all with various needs and it can be tailored for their needs.
What do you dislike about the product?
I find it challenging to work with their Tier I support operators. It is evident they do not read the tickets that are submitted. They simply apply a related canned response.
What problems is the product solving and how is that benefiting you?
The original problem was needing a tool that would allow our support organization to grow. The benefits have been tenfold. We have been able to deflect tickets, report on metrics we never could before, etc.
What is my Zendesk feeling? Positive
What do you like best about the product?
Integrations supported, and data collection.
What do you dislike about the product?
I would like to see more possibilities to integrate with our personal internal tool
What problems is the product solving and how is that benefiting you?
The possibility to automate our daily work.
The addvisor was able to assist me with my query.
What do you like best about the product?
The advisor from Zendesk was able to assist me with the query I had. They understood my query right away, there was no need to explain repeatedly what went wrong.
What do you dislike about the product?
One thing I did not enjoy so much though, was the time I had to wait to get someone on chat. However, the query was not that urgent, so this was not necessarily a huge issue.
What problems is the product solving and how is that benefiting you?
I had difficulties pulling a report from Zendesk. However, the advisor was able to assist me fairly quick. I also had a question about the integration of an App.
Recommendations to others considering the product:
Zendesk is a versatile ticketing system.
Zendesk Review
What do you like best about the product?
I like having cross-channel support with email, calls, and chats all on one central platform. Zendesk is pretty intuitive, easy to navigate, and has a clean look. I like being able to look at previous ticket history and that we can merge tickets from the same user to avoid creating newer tickets with different agents. I also like that we are able to integrate our Facebook and Instagram into our ticketing system.
What do you dislike about the product?
Support is hard to get a hold of and takes a while to respond. The Auto-bot is not as helpful as speaking with a real person. When I do reach a person, they often send an article instead of working with me to resolve the problem. We also have intermittent issues with call quality and the agent not being able to answer calls or the call drops.
What problems is the product solving and how is that benefiting you?
Zendesk has improved the way we track and monitor our tickets and makes it a lot easier to track the history of our customers/tickets. It has also helped my team follow up with their open tickets and we have been able to improve our response and resolution time as well as other KPI/SLA we have set for our team.
Has everything you need but will be glitchy
What do you like best about the product?
The support and guides are our favorite as they allow capacities that other platforms do not. Also love the ability to add apps/ extensions on our ZenDesk board for support.
What do you dislike about the product?
Glitchy - all of our staff at some point has an issue with ZenDesk's talk feature whether its not allowing us to accept calls or simply not receiving them. This can happen anywhere from once a week to once a month for our team. Also, it is pretty expensive if you are not using the customer chat features.
What problems is the product solving and how is that benefiting you?
We love that it houses an all in one place for us to have our customer experience team work from. The multi-faceted platform is helpful for ease and efficiency.
Great for the general stuff
What do you like best about the product?
I like the simple interface and the clean look.
What do you dislike about the product?
The separate Admin Center, the Explore page
What problems is the product solving and how is that benefiting you?
We have an organized Help Center where we can publish articles and also neatly answer and organize tickets.
Recommendations to others considering the product:
If you have a large volume upgrade your plan
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