Zendesk Suite
ZendeskExternal reviews
6,544 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Comprehensive bundle of products in enterprise suite.
What do you like best about the product?
Zendesk Support. Good knowledge base, training resources and documentation on suite of products.
What do you dislike about the product?
Communication on New Agent Workspace could be better in terms of features lost when upgrading to it. Chat integration was impacted with no heads-up when asked to upgrade to it to enable new features. Sunshine integration can be improved. No way of accessing the Sunshine billing management now except to receive invoices through emails.
What problems is the product solving and how is that benefiting you?
Streamlining hundreds of support and general enquiries through social and chat channels. Benefits in productivity per agent and able to accomodate more enquiries per day.
Recommendations to others considering the product:
Feature-rich with good documentation. Large marketplace on extensions and integration capabilities. Mobile SDKs helpful for baking support features in to your app directly. Sunshine integration for social messaging a bit of a miss and costly.
Great support and product
What do you like best about the product?
The amount of customization you can do within the product is amazing.
What do you dislike about the product?
Sometimes things can get very complex with a big account as we do.
What problems is the product solving and how is that benefiting you?
Refund process, cancellation process and utilizing the self-serve answer robot.
Very Easy to USE!
What do you like best about the product?
Ease of use and tons of easy steps to follow in the HELP area of the product.
What do you dislike about the product?
nothing at this time. The product is very to use
What problems is the product solving and how is that benefiting you?
Help Desk Tickets are easier to manage since we placed ZENDESK Macros in place to assist with ticket documentation.
Recommendations to others considering the product:
Very easy to use and easy to configure with other products like SLACK.
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.
Excelent support
What do you like best about the product?
What I like best about Zendesk Support Suite are the instant replies, the availability of company experts to help solve any issue.
What do you dislike about the product?
There isn't anything I dislike about the platform.
What problems is the product solving and how is that benefiting you?
I was trying to solve a multi-catalog problem.
Recommendations to others considering the product:
Easy of use on an everyday basis, and easy to get into even if you're not familiar with CRM's.
Zendesk Supporte Suite, the all-in-one solution for efficient support.
What do you like best about the product?
Zendesk Support Suite is very complete and customizable.
What do you dislike about the product?
The learning curve is slow and most bulk operations on users and tickets cannot be achieved from the GUI. Those have to be done with the Zendesk API, which requires some knowledge in coding.
What problems is the product solving and how is that benefiting you?
The help center helped us a lot in solving common issues. It both improved our customer experience and help focus on major and unknown issues.
Recommendations to others considering the product:
Zendesk Support Suite is a very complete platform, with many features; but using all of them can be difficult and messy. Make sure to list and study your needs to decide which feature(s) is best suited for your needs.
Does most things pretty well, for all business sizes, other than large corporate ones probably
What do you like best about the product?
Zendesk strikes a good balance between keeping their interface uncluttered and easy to use and having powerful features at the same time.
What do you dislike about the product?
The agent user interface is pretty much set. It would be nice having more flexibility in deciding where components of it go on the screen. Fields can be shown conditionally, but that feature is underdeveloped. Also, I'd like it if there were an option to offer to agents to pass through a kind of decision tree to help find answers.
What problems is the product solving and how is that benefiting you?
Connectivity with other apps on a, let's say, developer level, is pretty good. Zendesk's API is extensive and well-documented. If you've got the kind of business where you're patching lots of apps together to do cool stuff, Zendesk is there for you.
Love it!
What do you like best about the product?
The platform is very easy to use and the analytics are really great. I am able to easily deep dive into customer insights and keep track of agent productivity.
What do you dislike about the product?
There isn't much I don't like. If I had to pick one thing it would be reporting on ticket tags. I wish it was more detailed and that I could pull data on a specific tag for a specific time frame.
What problems is the product solving and how is that benefiting you?
We're able to answer customer inquiries for multiple brands in one place. This makes life easier for my agents and helps me pull actionable customer insights by brand and across all brands.
Recommendations to others considering the product:
I highly recommend Zendesk, especially for customer support. I've been very pleased by the product.
Zendesk is powerful and flexible
What do you like best about the product?
It's pretty easy to create new fields on the fly, which can be important when usique situations arise that will benefit from detailed alanysis later. The Bulk Edit feature and Macros are really powerful together when deailing with situations where a lot of similar requests come flooding in.
What do you dislike about the product?
I use email forms heavily for creating tickets, but since they all come from one email address that I own, high volume days often exceed the email loop limits. This makes the incoming tickets get suspended or event rejected and lost. There should be a way to whitelist the email address I use to exempt it from these email loop rules.
What problems is the product solving and how is that benefiting you?
We can answer high volumes of support requests very quickly with Zendesk. It also gives us brilliant analytics on the number of tickets per each of our events, and what those tickets were regarding.
Recommendations to others considering the product:
Zendesk is a great tool and, with sufficient work and practice, you can learn to manage most of the admin functions and grow it into a great fit.
Great product, great support.
What do you like best about the product?
Zendesk is very easy to configure. We were up and running in a day. They offer help with setup for a fee, but it is not needed unless you have a very complex use case. The chat support has been very helpful with the few configuration questions that I had.
What do you dislike about the product?
The ability to customize things at a Company level is great. However, the ability of individual agents to customize their views is limited. Needs a Dark Mode.
What problems is the product solving and how is that benefiting you?
We are a small IT Support Team (4) for a user base that is just over 500 people. We had been using email/Outlook for managing issues, but in the last year after tripling the size of our company, that just wasn't working anymore. Zendesk has allowed us to be much more organized and helps keep things from slipping through the cracks.
Recommendations to others considering the product:
Zendesk is a bit more expensive than some of their competitors, but it is well worth it.
showing 3,011 - 3,020