Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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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.
Zendesk Review
What do you like best about the product?
Zendesk allows you to place tickets in multiple views, which is very helpful if you have agents that work on different customer types.
What do you dislike about the product?
Zendesk is difficult to get some email addresses transferred to correctly on your own, you will likely need their support team (which is fast responding) but still, wish setup was easier when transferring multiple mailboxes to one suite.
What problems is the product solving and how is that benefiting you?
Customer support issues are easy to answer and refer back to in Zendesk. One of my favorite benefits was the ability to answer social media comments and messages from the Suite!
Solid
What do you like best about the product?
Ticketing is everything you need it to be and is very simple to use at the same time.
What do you dislike about the product?
Support is a solid product and has been for many years, but because of this, over the years, Zendesk has invested a lot in improving its other products, while Support has stagnated for far too long. We needed a vast array of integrations to get anywhere near making our product where we needed it to be as a business.
What problems is the product solving and how is that benefiting you?
We managed our Support helpdesk using Zendesk.
Fast and accurate support.
What do you like best about the product?
There was good communication from start to finish. The problem was solved in a timely manner.
What do you dislike about the product?
Nothing. Everything I could want from a support perspective was present.
What problems is the product solving and how is that benefiting you?
Leads not converting correctly.
Sweet and Sour
What do you like best about the product?
I thorougly enjoyed the friendliness of the customer support agents on the live chat. The agent was patient, kind, and solution oriented.
What do you dislike about the product?
I very much disliked the navigation difficulty on the page. It's very easy to find FAQ articles, but when I need to speak to a live cs rep, it took about 10 minutes to find out how. Even when I found the zendesk live chat, it took around 10 minutes for an agent to join my chat. The system does not prioritize time sensitivity by taking so long to find and speak on a live chat.
What problems is the product solving and how is that benefiting you?
It helped me solved some simple tasks. I was under the impression that I had created and saved my alias, but did not realize that you needed to insert and save your alias in multiple places. Like changing your alias in your "my profile'" and also in "chats"
Recommendations to others considering the product:
It's a great software and easy to navigate. Surprisingly their customer support is hard to reach.
A guided solution in video should help.
What do you like best about the product?
They always answer, and usually in not more than a couple of days.
What do you dislike about the product?
Sometimes the answers are so long, confusing, with a needed background to understand, no language adapted (instructions and user interface doesn't correspond) and if is urgent we had to wait some days.
For some problems they have no solution.
For some problems they have no solution.
What problems is the product solving and how is that benefiting you?
Some problems with email rules and with undo lead conversions.
Recommendations to others considering the product:
It's a very complete solution with many configurations. If you need a CRM for a long time it deserves to take into account to invest in.
It's pretty basic but doesn't really provide a great platform for companies that want to scale.
What do you like best about the product?
Simple, easy to use platform that helped us where we needed it in a time when we were a simply organization.
What do you dislike about the product?
As we grew and began to get more complex as a business, it no longer worked for us.
What problems is the product solving and how is that benefiting you?
None at the current time - we have moved on to Salesforce.
Recommendations to others considering the product:
make integrations with other tools like salesforce better to avoid losing customers
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