Zendesk Suite
ZendeskExternal reviews
6,544 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Not a great platform and expensive
What do you like best about the product?
No real issues taking calls, it's fine..
What do you dislike about the product?
Unless you want to pay extra, you don't get any training on how to properly use the platform. I feel like there could be potential, but for how expensive this is as a platform compared to others, you don't get much.
What problems is the product solving and how is that benefiting you?
Being able to take calls and track basic inbound call analytics.
Good support
What do you like best about the product?
Support people are always happy to help. They send correct articles right away.
What do you dislike about the product?
Sometimes we have to wait for days for the solution to be found. It is understandable as it is a technical product.
What problems is the product solving and how is that benefiting you?
Issues related to tickets.
Zendesk has ALL THE FEATURES, which is usually a blessing
What do you like best about the product?
Robust reporting and features. Explore is great because it's got all the BI tool stuff along with the ability to basically write your own queries with what seems like some sort of proprietary query language. I like how customizable everything is throughout the suite of ZD products and features. It basically feels like if I can think it, Zendesk can do it.
What do you dislike about the product?
Using Zendesk can feel a little clunky at times, I think as a result of having so many features. At a previous company I used Front, and while the lack of features was pretty annoying, I have to admit the simplicity was nice - it felt pretty intuitive. Zendesk takes a little extra work, which can slow down training/onboarding/etc.
What problems is the product solving and how is that benefiting you?
We're helping our community of data annotators use our platform effectively and get paid efficiently. Users often write in to ask for status updates or to confirm that they're doing the right thing on our platform. Benefits of the support suite incldue the ability to connect our social channels and to route tickets in a way that allows more junior agents to escalate efficiently.
Recommendations to others considering the product:
Zendesk is the best option if you need lots of features and data or if you're dealing with large quantities of tickets/agents.
Great Experience with Zendesk Support Suite
What do you like best about the product?
The feature that was the most helpful to me within the Zendesk world is Explore as it allows companies to create dashboards that allow for teams to create specific data sets. These dashboards have allowed me to report data back to my team and view where exactly my team is standing within our current company goals and see any areas of improvement.
What do you dislike about the product?
A feature that I am not that happy with is that Zendesk Talk does not allow for admins to set specific schedules for agents that are on call and this has to be set pretty manual.
What problems is the product solving and how is that benefiting you?
As mentioned above, the explore feature has allowed me to view insights into where my team is standing based on our current company goals. For example, it has allowed me to view specific times in which the SLA has been broken a lot and this helped me realize that my team needed more coverage during different sets of hours.
Recommendations to others considering the product:
Always ask for demos to be provided to you and if things are unclear you could always visit their amazing help center article.
Great Platform
What do you like best about the product?
It is very user-friendly and customizable. I love that there are so many things that I can build out (triggers, macros, etc.) to make things so much easier for our Customer Service Specialists.
What do you dislike about the product?
My biggest complaint is the limited number of views (12 global views). Our company currently supports approximately 40 brands, so having to navigate to a completely different area to see the view (and not even a count of open/new/pending tickets in that view) is frustrating.
What problems is the product solving and how is that benefiting you?
So many! The first is quicker response times. Previously, a Team Lead and I had to triage a shared inbox every morning, so if someone emailed us in the afternoon, we didn't see it until the next day. The second is accountability. We now have much greater insight into what our specialists are doing and how they are responding. The last is analytics. We get so much valuable information in Customer Service that would just go nowhere. With tagging and Explore, we can pass along really valuable insights to our Brand Managers and New Product Development teams.
Response time was quick and questions answered accurately.
What do you like best about the product?
The opportunity to find an answer in real-time using the bot.
What do you dislike about the product?
I have not yet found a downside to using support suite
What problems is the product solving and how is that benefiting you?
trying to better organize our greetings and enchance our IVR configurations in Zendesk Talk.
cannot delete some of the management permissions
What do you like best about the product?
The agent was knowledgeable and gave me a very quick resolution. Also stayed back for a while until I finished my testing.
What do you dislike about the product?
Sometimes the response is very slow and it takes more than a week for a YES or NO answer
What problems is the product solving and how is that benefiting you?
Guide
Manageable for a customer facing output
What do you like best about the product?
It's very easy to navigate and administer.
What do you dislike about the product?
A bit tricky on some parts, but still good.
What problems is the product solving and how is that benefiting you?
Customer concerns. Customers can easily contact us.
Recommendations to others considering the product:
If you're part of a startup or want easy training with your agents, this is where you can have that start.
Zendesk is reliable and allows my team to succeed
What do you like best about the product?
The support is fantastic and very helpful
What do you dislike about the product?
I've seen more outages lately than in past
What problems is the product solving and how is that benefiting you?
Customer contact and multi-network functions
Recommendations to others considering the product:
Be sure to take the introduction trainings
Good tool. Would love a better reporting piece.
What do you like best about the product?
Easy to navigate and very user-friendly.
What do you dislike about the product?
I wish Zendesk Explore was more user-friendly and easy to put together. Sometimes I'm not sure what the metrics mean and if I'm getting what I need.
What problems is the product solving and how is that benefiting you?
Ticket distribution has been great, especially with our business and the different skills that our agents have.
Recommendations to others considering the product:
This is a great Suite and will continue to get better.
showing 2,891 - 2,900