Zendesk Suite
ZendeskExternal reviews
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7 years working with Zendesk
What do you like best about the product?
As a communication tool and in terms of coordinating work with all the other team members, Zendesk is great.
What do you dislike about the product?
It misses some important basic features like being able to forward a ticket to an email address and then has hundreds of super complicated features that I really don't need and don't know how to use. A lot of times I need to ask for help from our engineering team and I'd love this was a tool developed for Customer Service only and not engineers.
What problems is the product solving and how is that benefiting you?
We basically only use Support and Guide, and a bit of Explore. Explore is quite difficult to use for someone who is not familiar with queries and all that, as for support and guide, we use it simply to reply to our users and to write tutorials on how to use our app. That's why I say this is a very sophisticated tool for a lot of companies who won't be using half of Zendesk's potential.
Great software with endless customization
What do you like best about the product?
I like how information is collected on a single customer's experience. Calls, messages, and emails are in one spot, so any agent knows what that patient's experience was.
Another key feature is enabling the patient to help themselves with articles. Which also makes the information consistent.
Another key feature is enabling the patient to help themselves with articles. Which also makes the information consistent.
What do you dislike about the product?
It is too complex at times, and learning the ins and outs of the software is very time-consuming and sometimes frustrating. The help available by Zendesk team members makes up for this in some ways.
What problems is the product solving and how is that benefiting you?
We are solving high call volumes and inconsistent solutions. We have not realized any changes yet, as it is not fully implemented.
A powerful tool, carefully thought out queues, perhaps some UX improvements required?
What do you like best about the product?
internal comments, triggers and macros, multiple queues to direct tickets.
What do you dislike about the product?
The UX isn't the most intuitive - especially when it comes to automating triggers, controlling permissions of users/organisations etc.
The Hubspot integration is fairly limited in that it only links tickets to users and not to a company page.
The Hubspot integration is fairly limited in that it only links tickets to users and not to a company page.
What problems is the product solving and how is that benefiting you?
We provide support to all of our customers via zendesk. We use the support widget within our application to help customers self serve.
Inconsistent Support
What do you like best about the product?
I have been a long time client and I like the comfort of staying with a system. I like best that they keep upgrading and the help is found online with articles
What do you dislike about the product?
In the past I have received the worst customer service (not Zen a lot), the hierarchy of support have given me delayed responses and my last upgrade was not smooth with the support I thought I would receive with the transition
What problems is the product solving and how is that benefiting you?
having all channels in one window. I love the interaction window
Recommendations to others considering the product:
I can only give recommendations for non profits and to be prepared to have a team that will self train. It is a great ticketing system to manage customer support.
Technology is ok but service is challenging
What do you like best about the product?
Capabilities of software for agents is useful
What do you dislike about the product?
I would have had a more positive experience with software capabilities if customer service was better.
What problems is the product solving and how is that benefiting you?
I am using the Support Suite for a hotline which works well.
Zendesk products are really great. Except for the Japanese support.
What do you like best about the product?
With the ability to manage tickets for inquiries, which used to be handled by a single person, the status of responses can now be easily checked by people other than the person in charge.
This allows us to identify omissions and areas that need to be adjusted, giving us room to consider how to improve the quality of our responses.
The macros and triggers are not fully set up yet, but we are very excited about the possibility of customizing them.
This allows us to identify omissions and areas that need to be adjusted, giving us room to consider how to improve the quality of our responses.
The macros and triggers are not fully set up yet, but we are very excited about the possibility of customizing them.
What do you dislike about the product?
The slow response of Japanese support and the need to contact English support is a major problem.
It is important to note that even though various configuration changes are required after installation, Japanese language support can hardly be expected.
It is important to note that even though various configuration changes are required after installation, Japanese language support can hardly be expected.
What problems is the product solving and how is that benefiting you?
The most important point is to improve the response speed of Japanese language support.
Recommendations to others considering the product:
Suite has all the necessary features and is an excellent first step in customer support. It is also flexible and customizable, but requires a good amount of knowledge from the administrator.
Decent product with some flaws, customer service could be much better.
What do you like best about the product?
The functionality of the program's base is fantastic, as far as having all the different correspondence channels in one platform. It is easy to modify and is relatively user-friendly, especially considering the amount/quality of applications available on the marketplace.
What do you dislike about the product?
The customer service and the rules/triggers for their program are lacking. They are by far the weakest parts of ZD.
What problems is the product solving and how is that benefiting you?
All customer correspondence comes to us via ZD. We have built it to efficiently and correctly handle incoming correspondence in a professional and timely manner.
Recommendations to others considering the product:
I would suggest either taking a class or hiring a contractor to do the initial setup of your infrastructure. It is laborious and not entirely user-friendly.
Zendesk is a great CX tool, but there are some key features missing
What do you like best about the product?
Ability for collaboration no matter the department.
What do you dislike about the product?
Views and the ability to offer kanban views
What problems is the product solving and how is that benefiting you?
Fulfilling support needs to a two sided market place. Ability to switch in between teams and collab with additional departments.
Zendesk Review
What do you like best about the product?
Solid ticketing system and easy salesforce integeration
What do you dislike about the product?
nothing in particular, so far no complaints
What problems is the product solving and how is that benefiting you?
Solid ticketing system and easy way to manage the resolutions and FAQ's
Recommendations to others considering the product:
Good end-to-end ticketing system with solid support to back the tool
Nice functions, difficult UI
What do you like best about the product?
I like the many different functions and settings, Zendesk allows you to do so many different things, which you will need for a successful CS team.
What do you dislike about the product?
Some simple features like bulk emails are not integrated and have to be added first. Also, the interface is often not intuitive, the language very techy and it takes ages to get used to how Zendesk works. Little features like merging emails or editing internal notes, later on, are also not possible and really interrupt the workflow if little mistakes happen.
What problems is the product solving and how is that benefiting you?
We have an easy overview over emails from customers, which we can manage in a team a lot more easily via zendesk.
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