Zendesk Suite
ZendeskExternal reviews
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Very good
What do you like best about the product?
It offers sufficient flexibility to cover what we need, with additional wiggle room to expand in other directions without the need to look up competing services.
What do you dislike about the product?
We would love additional integrations to complement how users and customers prefer communicate across platforms. Additional tools to automate/trigger around attachments would also be a welcome addition.
What problems is the product solving and how is that benefiting you?
We're collecting support tickets and requests from users, which allows us to meet their needs as well as source valuable reports that highlight areas of improvement.
Response was much faster than my expectation
What do you like best about the product?
Speed of response and multiple channels/methods in which I am updated
What do you dislike about the product?
For this particular exchange there wasn't anything I disliked.
What problems is the product solving and how is that benefiting you?
Categorization of client issues, ease of changing or customizing workflows
Longtime customer, increasingly dissastisfied
What do you like best about the product?
It covers the basics in terms of what we need for both public-facing support articles, as well as support ticket management.
What do you dislike about the product?
Since the beginning, zendesk has done a poor job of making the admin side of the platform easy to use. It has always been difficult to find admin functionality, and despite somewhat frequent changes to how it works, it never actually solves this problem.
Zendesk's own support team is pretty good, but it's very difficult to get in touch with someone, just because their chat feature is buried in the platform.
They make it difficult to pay more for access to additional features without massive upgrade fees (at least for a legacy customer who's paying a low fee).
The sales team doesn't seem to care about us as a customer, and while the customer support reps do, they never seem to be able to escalate our issues to anyone who cares about us either.
The platform does not make it easy to do reporting, and even charges more for reporting features which should be available standard, as it's a core part of the functionality every single customer needs.
Zendesk's own support team is pretty good, but it's very difficult to get in touch with someone, just because their chat feature is buried in the platform.
They make it difficult to pay more for access to additional features without massive upgrade fees (at least for a legacy customer who's paying a low fee).
The sales team doesn't seem to care about us as a customer, and while the customer support reps do, they never seem to be able to escalate our issues to anyone who cares about us either.
The platform does not make it easy to do reporting, and even charges more for reporting features which should be available standard, as it's a core part of the functionality every single customer needs.
What problems is the product solving and how is that benefiting you?
We use zendesk to track support requests, and manage a public-facing customer portal of support articles/content.
Recommendations to others considering the product:
Consider alternatives.
Great software and responsive support
What do you like best about the product?
a lot of features and scope for this software
What do you dislike about the product?
nothing that we can think of. the software works really well!
What problems is the product solving and how is that benefiting you?
I.T. Support and being able to keep all notes in one place and be able to see what the priorities are for the day
Intuitive, easy to use CRM!
What do you like best about the product?
Easy to use services. Since I do most of my work on the phones, I REALLY appreciate the ease of the phone feature. I've used things that make you study a manual to understand how to dial numbers. UGH. This is simple and does all the hard work for you.
What do you dislike about the product?
I just wish I could customize my personal Dashboard a little bit more. A small issue in the scheme of things. If I could organize the tickets that I've been assigned, it would be super beneficial. I just started using ZD however, there may be a way to do this that I haven't found yet!
What problems is the product solving and how is that benefiting you?
I'm helping client's with extended issues on their accounts, or submitting requests for patient care. It really simplifies workflow, as someone can easily find the patient account and go from there.
Recommendations to others considering the product:
If you're moving from other CRM software, you'll find this is easier to understand and implement.
Zendesk Support Review
What do you like best about the product?
I find it so helpful to have everything in one place and nothing falls through the cracks! The reporting that this provides is amazing! This is by far my favorite software out there!
What do you dislike about the product?
I did not like the setup part and I had to do a lot of research to obtain the knowledge on how to set it up. However, all of the support articles are there to help!
What problems is the product solving and how is that benefiting you?
The ticket custom fields and tagging are amazing for reporting and tracking trends. I am definitely more productive and it saves time now when pulling reports.
It's nice to have everything on one platform and makes for consistent reporting.
It's nice to have everything on one platform and makes for consistent reporting.
Recommendations to others considering the product:
It is a great system and the support team is excellent for any additional help that is needed.
Zendesk is simply synonym of support for me
What do you like best about the product?
Hub that centralizes everything. I like being able to have all my support gathered in the same place. The organization capabilities are also very helpful, thanks to the views for instance.
What do you dislike about the product?
The integrations with other applications (like Formstack) are sometimes not super user-friendly/easy to set up. WhatsApp probably being the hardest. I've been trying for a few months with no success, and getting effective support from Zendesk is not the easiest, I've been redirected to help articles when I would actually need hands-on support.
What problems is the product solving and how is that benefiting you?
I'm ensured that I'm getting all the support questions in one place, and thanks to the personalization of the views, etc, we are able to answer all of them in a timely manner. Having the texts, calls and chat in it is really helpful too.
Knowledgeable but a little slow
What do you like best about the product?
Tech was very knowledgeable and was able to get me the answers I needed to resolve the issue.
What do you dislike about the product?
Response times were a little slow at times.
What problems is the product solving and how is that benefiting you?
IT ticketing
Quick and effective solution
What do you like best about the product?
Quick and effective solution. super attentive agent.
What do you dislike about the product?
I couldn't get the service in Portuguese
What problems is the product solving and how is that benefiting you?
I resolved a question regarding a ticket event called "automatic message". The message needed to be removed from the instance urgently.
Very Happy with Zendesk
What do you like best about the product?
As a small business, we love the ability to bring in multiple email addresses and phone lines into one channel. This has streamlined our ability to reply to customers quickly without duplicating work or doubling callbacks.
What do you dislike about the product?
We tried to port in individual phone lines into Zendesk in addition to our Customer Service lines, but this did not work as well for us. It may be that Zendesk is not set up to support individual phone lines but that would be a nice feature to add in the future where agents can manage their own outgoing messages with the added ability for others to step in if they are out of the office.
What problems is the product solving and how is that benefiting you?
We have cut out so much time in listening to voicemails, the transcription feature has been amazing. We are also able to see immediately if a customer has reached out multiple times. The ability to see previous interactions has also helped us in catering our replies to each individual customer.
Recommendations to others considering the product:
Be sure to fully explain your company needs to your account representative. Zendesk may have additional tools/features that can help your business that you may not have thought of.
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