Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Lots of great features, extensive self-service options but poor customer support service!
What do you like best about the product?
ZenDesk comes with a variety of features that play a great role in providing support to the customers. Almost everything from basic needs to extensive integrations - ZenDesk supports it all!
What do you dislike about the product?
Customer service - I would rate it 0/10. Be it a general query or business impacting critical bug - the customer support team doesn't bother to get back on time and it takes months to get an issue addressed.
What problems is the product solving and how is that benefiting you?
We use ZenDesk for hosting our ticketing platform, KB, and related needs. SLAs, self-service options, setting triggers, automation - we are managing it all via ZenDesk.
It`s a great tool
What do you like best about the product?
It`s a robust tool and easy to use when everything is configured.
What do you dislike about the product?
Every product feature is handled as an add-on, and it's expensive.
What problems is the product solving and how is that benefiting you?
It's our primary channel for customers to register some support tickets.
Recommendations to others considering the product:
none
It's good for somethings but they charge for everything
What do you like best about the product?
Zendesk is really good for the management of our support tickets. I can configure it very easily and have created the settings I need to use it in my organization.
What do you dislike about the product?
They charge for everything, including the support. I've never seen a platform charge for their support, non the less charge for using filters. It feels very mercenary to me.
What problems is the product solving and how is that benefiting you?
We use it for everything related to the customer support in our company. Receiving tickets, building manuals, managing whats app messages. We have three levels of support and they all use ZenDesk.
Recommendations to others considering the product:
Be aware that you won't have support unless you pay for it.
Medium tool for Support team
What do you like best about the product?
It's a robust tool for the support team. Facilitates the possible integration as it has been in the market for a while now.
What do you dislike about the product?
- Old UI/UX
- Difficult to understand. With the availability of many features to make it robust and fulfill all the use cases, it has become complex too. Need to work on make it easy
- Difficult to understand. With the availability of many features to make it robust and fulfill all the use cases, it has become complex too. Need to work on make it easy
What problems is the product solving and how is that benefiting you?
We've used it as a ticket management tool and used SDK for the mobile app. Solved 10k+ customer problems while using this tool.
Helpdesk to provide self help to customer.
Helpdesk to provide self help to customer.
Good solution with ample feature set. Even free trail available with limited number of agents.
What do you like best about the product?
I like their ticketing system which is easy to configure and very much dynamic. Apart from it, real-time support features via chat through human agents or by chatbots make it a good choice for integrating this solution don't your platform.
What do you dislike about the product?
Their own customer support is not at all good. Nowadays their competitors are also providing WhatsApp chat features, which is really a need of the time.
What problems is the product solving and how is that benefiting you?
Using it for providing chat support to my customers. Also, using it to generate tickets for customer cmplaints.
Support for Sell Voice feature
What do you like best about the product?
I liked that I could notify the account manager for our account and he got a ticket created.
What do you dislike about the product?
It took a while for a response. The response I did get about the issues we were experiencing didn't turn up with a solution as the issue could not be replicated.
What problems is the product solving and how is that benefiting you?
We had issues with our Zendesk voice capabilities - texts took anywhere from 5-45 minutes to send, and calls (via the app) took multiple tries to push through. We experienced these issues 11/15 - 11/22, but since it seems to have improved on its own. I'm not sure if this was due to a system update or something, but we are no longer waiting over 30 minutes for the desktop version to confirm a text was sent.
A lot to learn
What do you like best about the product?
I appreciate this tool for what it is -- it houses a lot of information and usually you can find what you're looking for within it if you have enough clues to utilize. There's a lot of information with each ticket, which I'm sure some teams find more useful (for me it's not necessary and makes the experience a little overwhelming at first).
What do you dislike about the product?
There is just so much to learn, so much functionality, that it makes it hard for everyone to use it consistently (i.e. remembering which tags to use), and when they don't use it consistently it makes it harder to query for related tickets and issues. It's also hard to sometimes find the ticket you're looking for with their search capabilities.
What problems is the product solving and how is that benefiting you?
Mostly searching for and then investigating single tickets to find out exactly what happened in that instance and how we can improve it for next time, or solve it if it's still an ongoing issue.
A great platform for communication with the end users!
What do you like best about the product?
I like that it's easy to use, very easy intuitive for the users and costumer support agents. Also you can track the requests and open tickets that need immediate look!
What do you dislike about the product?
The design of the product is too simple & old. I also things it'd be the best to filter the open tickets in a way that you could reply them without open them.
What problems is the product solving and how is that benefiting you?
It gives us a good tracking of open tickets, costumers' call, and bugs' tracking. It makes us be better at tracking open issues!
Zendesk is a great tool but needs a lot of improvement
What do you like best about the product?
I like that there are several customizations you can do to your workspace. Folders, filters, triggers, and automation.
What do you dislike about the product?
I dislike the part that you can remove or edit bad ratings your receive from customer satisfaction. This is a problem since some bad ratings have nothing to do with the interaction you are having.
What problems is the product solving and how is that benefiting you?
We support customers via email and Zendesk has been a great tool for us. We can have a list of vendors we are working with and they can see the requests coming in as well.
Zendesk is a great tool for Omnichannels
What do you like best about the product?
The features available have been developed thoroughly due to the time Zendesk has been on the market. You will find features that may or may not apply to your use, but that is the great thing about it that you can use it to your preference.
What do you dislike about the product?
Sometimes it may get a bit confusing to change features. Sometimes you will find two different places to change the same feature, one overriding the other one. This makes it very confusing in some cases and may frustrate you in some scenarios.
What problems is the product solving and how is that benefiting you?
We have been able to put a product out in order to better assist our users. The product brings all together Whatsapp, FB, chats, emails, tickets, etc.. Which is great.
Recommendations to others considering the product:
Take the starter packages they offer to have a thorough training from them and be able to use the service the best way possible.
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