Zendesk Suite
ZendeskExternal reviews
6,546 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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.
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.
showing 311 - 320