Zendesk Suite
ZendeskExternal reviews
6,537 reviews
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Good experience but can be improved
What do you like best about the product?
- The admin center and the agent platform are handy and easy to operate
What do you dislike about the product?
The functionality of KB and content adding or modification, including the help desk portal
What problems is the product solving and how is that benefiting you?
Accessible communication with customers and case management
Support is very slow to respond
What do you like best about the product?
Ticket automation for our customers is well-done
What do you dislike about the product?
Support requests to Zendesk take too long to get responses and resolutions.
What problems is the product solving and how is that benefiting you?
We need to turn off mapping domains to organizations. It's causing major issues with our franchise customers that use the same email domain, but have their own organizations.
Does the job pretty well. Cust support is hit/miss and their acquisition will likely make it worse
What do you like best about the product?
The system works great and does what is says. It is a mature platform with a fully-featured API
What do you dislike about the product?
Customer support is not very good. Many hoops are required just to even interact with an agent and almost all customer support must be done in a tiny chat window that only shows up on some pages of their website. They were recently purchased by private equity, so expect the service to begin a downward spiral.
What problems is the product solving and how is that benefiting you?
The provide a platform for customer support and it works as advertised. It's fine
zendesk evaluation
What do you like best about the product?
I use it rarely to talk to clients, I like the good functionality of the app, and regarding usage, the little I used it, I liked it a lot, considering that the app is good.
What do you dislike about the product?
It sometimes freezes due to the internet, but other than that it works perfectly. At the moment, I believe they are okay for all purposes. I am still not very familiar with the platform.
What problems is the product solving and how is that benefiting you?
I don't use this tool constantly, so I don't have much flow to express myself. I feel productive when I manage to complete all my goals. My performance has changed a lot.
Very powerful but administratively a nightmare to set up and maintain
What do you like best about the product?
The are the leader in the industry so everyone integrates with them which is nice. They have all of the tools that you would need for a support desk of any size. Ai tools are powerful.
What do you dislike about the product?
The administrative and setup screens are not at all intuitive. This causes problems with the IT team, making it too difficult. To setup things, you have to switch to multiple administrative centers which is too much work. In attempting to follow instructions you don't know which administrative center you are supposed to be in to do things. It's one of the most expensive solutions.
What problems is the product solving and how is that benefiting you?
We set this up for customer facing support, this did boost efficency however the administrative problems led us to start looking and we currently favor Freshdesk over Zendesk based on our research even though Zendesk has a more powerful AI chatbot solution.
Zendesk is too complicated
What do you like best about the product?
Comprehensive dashboard and easy to read
What do you dislike about the product?
Too complicated to do some configure and not meeting certain requirements, unstable connection in vietnam
What problems is the product solving and how is that benefiting you?
Following tickets
Almost great software
What do you like best about the product?
Macros are helpful - great way to add efficiency to support and enable data tagging
What do you dislike about the product?
Lots of inflexibility. Not being able to forward a full ticket thread to someone outside Zendesk is a huge problem. Reporting dashboards still need work
What problems is the product solving and how is that benefiting you?
Efficiency - allowing us to answer more tickets faster
Data - understanding what customers are reaching out about
Data - understanding what customers are reaching out about
I am neither opposed or a huge fan.
What do you like best about the product?
It keeps everything in one place for all members of the team to access.
What do you dislike about the product?
I have not found a downside yet. I'm sure there is one there though
What problems is the product solving and how is that benefiting you?
It allows us to communicate with all members of the team even though we are all in different locations
It is very highly customizable but it's also not very flexible.
What do you like best about the product?
It can do a lot of things and can be integrated with many apps. Very highly customizable to meet your needs
What do you dislike about the product?
You almost need a Zendesk developer if you want to maximise your usage and cost aren't competitive when you compare to the competition.
What problems is the product solving and how is that benefiting you?
the general part of a customer service team with issue logging, reporting, etc which is allowing for saved time and tracking and improvements.
Zendesk is OK, not very flexible
What do you like best about the product?
Zendesk has a Clean UI and good documentation website
What do you dislike about the product?
Zendesk is not that flexible, its support team does not always give you the correct answer.
What problems is the product solving and how is that benefiting you?
We use the Zendesk ticketing system
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