Zendesk Suite
ZendeskExternal reviews
6,477 reviews
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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
Limited features to create community and dependence on third-parties
What do you like best about the product?
The ticket support is the best service of Zendesk. Segmentation of users, customer lists, agent roles, and sandboxes. These allow having different agents working with specific customers.
What do you dislike about the product?
There are limited features in the Guide and Gather services. Limited options to make articles more user-friendly or the community posts to have comments under comments.
What problems is the product solving and how is that benefiting you?
Self-service is the main benefit. The knowledge base and the community builds a better customer experience and help solve problems without the need for customer support directly.
Recommendations to others considering the product:
If you want to have a support system for tickets and knowledge base, this is good. If creating a community is what you want it has just the minimum necessary.
Zendesk Support Review
What do you like best about the product?
I think the ability to see all tickets is quite helpful, as well as seeing teammates tickets
What do you dislike about the product?
We experienced a lot of bugs and issues trying to get our SLA to work. It was a pretty complicated experience.
What problems is the product solving and how is that benefiting you?
We are solving tickets quicker then usual, and we've been able to see lots of great metrics
Knowledgeable guidance and streamlined access to the right support articles.
What do you like best about the product?
1:1 Zoom/Face-to-face meeting with a human. Scheduling was easy and quick. It was also nice that it had a wide variety of time slots open.
What do you dislike about the product?
Agents are mostly geared toward finding the right support article.
What problems is the product solving and how is that benefiting you?
Setup and configuration.
Recommendations to others considering the product:
1:1 support meetings are highly important and are very effective.
Good for ITSM
What do you like best about the product?
I like that it is easy to integrate JIRA, Intercom and Aircall in to Zendesk
What do you dislike about the product?
Reporting is lacking, searching for tickets can be a challenge
What problems is the product solving and how is that benefiting you?
It helps us with bug tracking and allows us to manage various queues in one place. It's also what we use for our knowledgebase which is great.
Recommendations to others considering the product:
I wish we'd integrate the Zendesk chat feature into it. We used to do that before but moved to Intercom
Great feautures but not complete expected fit.
What do you like best about the product?
The flexibility to modify the flows and fields of the system is great once you get the enterprise plan, you can build almost everything you need-
What do you dislike about the product?
If you need assistance to build something or an issue arises, Zendesk takes forever to give a solution, and the agents usually don't understand the requests.
What problems is the product solving and how is that benefiting you?
We give service in different markets thanks to the brand feature. The omnichannel and integrations in the market are very varied.
Recommendations to others considering the product:
Share in detail your use case to Zendeks so you can make sure they can adapt the tool to you. If they are not able to do that you might need to consider to have an engineer resource to build API's to acomplish your needs. In order to have the most useful features the cost will be elevated, incluiding decent support.
Intuitive solution for customer support.
What do you like best about the product?
- I like the overall suit provided by Zendesk. It has nearly all possible features that an organization may need.
- Pricing is very economical.
- Lifetime free trail available (But with 1 agent access).
- Pricing is very economical.
- Lifetime free trail available (But with 1 agent access).
What do you dislike about the product?
As such not any disliking about Zendesk, but it doesn't provide chat support on WhatsApp (Which is the need of time).
What problems is the product solving and how is that benefiting you?
I am using it at my organization for providing support to customers and for the analytics.
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