Zendesk Suite
ZendeskExternal reviews
6,477 reviews
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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.
If there was better, I'd use it
What do you like best about the product?
Probably the most complete feature set on the market. Everything can be accessed via an API, too.
What do you dislike about the product?
Terribly expensive. Bad support - as 1:1 support what costs them most, they'll do everything to "deflect" your ticket - even of enterprise customers. Bugs are regularly called "works as expected". If you're asking for a feature, they'll tell you to "post it in our product forum" - where feature requests go to die.
What problems is the product solving and how is that benefiting you?
Managing an enterprise call center. Integrating with CRMs and other systems via Zendesk's API. Customizing the UI with Zendesk apps.
Recommendations to others considering the product:
Spend the time to look for alternatives.
Zendesk for company collateral access
What do you like best about the product?
Accessibility across the company so that associates in different divisions all share the same access to documents. We also have PowerPoint deck presentations that change and update with our product team, and it is nice to have automatically updated decks.
What do you dislike about the product?
Zendesk is the least helpful in searching for a particular document. Every time you search a keyword or phrase of words, it always tells you nothing is found. It does not scan the records or documents for the keywords, and It bases the search on the document title only.
What problems is the product solving and how is that benefiting you?
The biggest problem is that they do not offer the ability to keyword search within documents. I do love the easy access and ability to designate folders with certain collateral with clear labeling.
Support suite is robust, but has opportunities
What do you like best about the product?
Support is very dynamic and customizable. Triggers and automations have a ton of options. The views and user management is also easy.
What do you dislike about the product?
Metrics are not 100% intuitive or clear. There are a lot of unknowns about their messaging product, which we are also launching at the same time.
What problems is the product solving and how is that benefiting you?
We are solving general customer issues and internal issues. We've definitely had some SLA benefits.
Zendesk to help centralize customer service
What do you like best about the product?
Zendesk combines the different streams of emails from the customer services of varying platforms into one overview. It's easy to use and keeps an oversight.
What do you dislike about the product?
The layout of the platform could be a little more intuitive. A lot of functions are kind of lost because it's not clear how to implement them.
What problems is the product solving and how is that benefiting you?
We have a lot of accounts and platforms with different customers to manage, and it makes it easy to keep an overview of all the incoming messages and questions without worrying about losing messages. It streamlines customer service a lot.
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