Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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Easy to Use
What do you like best about the product?
Makes it easy to organize and respond to customer inquries via Chat, Social, Email, and Voicemail.
What do you dislike about the product?
I don't have any dislikes, it suits my needs
What problems is the product solving and how is that benefiting you?
It makes it simple to aggregate all inbound customer service messaging and respond to guests
Zendesk Review
What do you like best about the product?
The ui is ready to navigate. I had no issues with find the ticketing dashboard.
What do you dislike about the product?
Setting up the mail forwarding for my organization was challenging to deal with.
What problems is the product solving and how is that benefiting you?
I'm using Zendesk for resolving basic tech support issues.
No customer support
What do you like best about the product?
I don't know! It was a good platform compared to what we used before, but that's might say more about the previous setup.
What do you dislike about the product?
When the contract is signed, the support and help from Zendesk are stopping, and you are left alone. There's no help or support from them, and the system is way behind other platforms.
Zendesk has a lot of opportunities, but it all requires adding different integrations where you need to pay extra for some of them. Once again, other platforms have a lot of it included from the beginning, so you know the correct price.
When trying to reach out to them, the replies are slow and not helpful. If you need help with the setup or implementation, you have to pay one of the many Vendor Services.
Zendesk has a lot of opportunities, but it all requires adding different integrations where you need to pay extra for some of them. Once again, other platforms have a lot of it included from the beginning, so you know the correct price.
When trying to reach out to them, the replies are slow and not helpful. If you need help with the setup or implementation, you have to pay one of the many Vendor Services.
What problems is the product solving and how is that benefiting you?
It was an upgrade from the earlier system, but then the benefits stopped, and the problem that was solved with Zendesk just gave a lot of new issues.
It made agents less effective, and they didn't like to work on the platform.
It made agents less effective, and they didn't like to work on the platform.
Recommendations to others considering the product:
You can find much better platforms that provide better service and help - both during implementation and after. Our agents got more effective since we stopped using Zendesk, and we went from a team of 12 agents to only 4 in less than a year.
So there's a chance you might hire more people for your team that isn't needed if you had a better platform than Zendesk.
So there's a chance you might hire more people for your team that isn't needed if you had a better platform than Zendesk.
Knowledgeable guidance and streamlined access to the right support articles.
What do you like best about the product?
1:1 Zoom/Face-to-face meeting with a human. Scheduling was easy and quick. It was also nice that it had a wide variety of time slots open.
What do you dislike about the product?
Agents are mostly geared toward finding the right support article.
What problems is the product solving and how is that benefiting you?
Setup and configuration.
Recommendations to others considering the product:
1:1 support meetings are highly important and are very effective.
Go-to support tool for my teams!
What do you like best about the product?
Zendesk Support Suite is easy to use once set up and expand as your team/company grows.
What do you dislike about the product?
It can be difficult to set up initially to meet your teams needs. The help center articles can be helpful but most additional support can be expensive.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to track types of issues customers escalate and easily communicate across teams.
Useful intergrated system
What do you like best about the product?
This system is easy for your employees to learn and use. It doesn't take weeks for them to become antequated with it and start helping your consumers.
What do you dislike about the product?
It can merge similar data that belongs to different individuals.
What problems is the product solving and how is that benefiting you?
Being able to reach out to the customer in the manner they would like (chat, email or call) and have their information right there.
Recommendations to others considering the product:
Great product that is easy to use and not only help your customers but also employees
Good for ITSM
What do you like best about the product?
I like that it is easy to integrate JIRA, Intercom and Aircall in to Zendesk
What do you dislike about the product?
Reporting is lacking, searching for tickets can be a challenge
What problems is the product solving and how is that benefiting you?
It helps us with bug tracking and allows us to manage various queues in one place. It's also what we use for our knowledgebase which is great.
Recommendations to others considering the product:
I wish we'd integrate the Zendesk chat feature into it. We used to do that before but moved to Intercom
Great feautures but not complete expected fit.
What do you like best about the product?
The flexibility to modify the flows and fields of the system is great once you get the enterprise plan, you can build almost everything you need-
What do you dislike about the product?
If you need assistance to build something or an issue arises, Zendesk takes forever to give a solution, and the agents usually don't understand the requests.
What problems is the product solving and how is that benefiting you?
We give service in different markets thanks to the brand feature. The omnichannel and integrations in the market are very varied.
Recommendations to others considering the product:
Share in detail your use case to Zendeks so you can make sure they can adapt the tool to you. If they are not able to do that you might need to consider to have an engineer resource to build API's to acomplish your needs. In order to have the most useful features the cost will be elevated, incluiding decent support.
Complete package for customer support
What do you like best about the product?
Replacing other systems with the 1 platform for email support, phone support, help tutorials, chat, forums, analytics
Fairly easy to manage
Fairly easy to manage
What do you dislike about the product?
High cost
Can be timely to administer depending on your setup complexity
Can be timely to administer depending on your setup complexity
What problems is the product solving and how is that benefiting you?
Customer Service
Customer Support
Self-service
Customer Support
Self-service
Great ticketing tool
What do you like best about the product?
Zendesk has made our lives a lot easier aside from delivering quality of service to our customers - both internal and external. Best is to keep track of our performances and review trends for improvement.
What do you dislike about the product?
Pricing will allow us to select ala carte so we won't have to upgrade our plans to help small and medium businesses. Zendesk has proven to be the best ticketing tool out in the market but can be pricey for SMEs.
What problems is the product solving and how is that benefiting you?
This is not applicable for my team. This is not applicable for my team. This is not applicable for my team. This is not applicable for my team. This is not applicable for my team.
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