Zendesk Suite
ZendeskExternal 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 review as a day to day user
What do you like best about the product?
There are so many features such as snooze, a pending queue that automatically closes out cases where the customer is not responsive. I have used other similar tools but zendesk by far has the least number of issues and the support is good.
What do you dislike about the product?
The recent changes are not that great or at least I am yet to get the hang of it. My organization has zendesk customers such that it shows SLA even after the first response. There is an SLA after every email from the customer.
What problems is the product solving and how is that benefiting you?
We are managing our work with it. It helps us keep all our tickets in one consolidated place. It has so many tabs that are easy to keep track of.
Zendesk for Customer Care Support
What do you like best about the product?
Implement changes easily
UI is Friendly
Automation
UI is Friendly
Automation
What do you dislike about the product?
Very Black and White, need to add more colors to the interface.
What problems is the product solving and how is that benefiting you?
Receive tickets from our Clients and solve their concerns and maintain records for each concern.
Also, integrated it into our KB articles for the help of support representatives.
Integrated Jira for T2/T3 analysis.
Also, integrated it into our KB articles for the help of support representatives.
Integrated Jira for T2/T3 analysis.
An awesome support tool
What do you like best about the product?
Integration of various social channels, Customization available so can create fields and values according to each need and usecase.
What do you dislike about the product?
User Interface is a little confusing and complicated to understand at initial stage, once you get used to than its smooth
What problems is the product solving and how is that benefiting you?
Understanding customers better, providing resolutions to their queries, issues, problems.
Simple to use, limited training needed to ramp support agents
What do you like best about the product?
The interface is fairly intuitive and use requires little training to ramp new agents. I use the Guide, Support and Reporting. The front-end work is less than other systems like Dynamics or Salesforce.
What do you dislike about the product?
The reporting functionality isn't the most customizable but meets the majority of our reporting needs. There are also many required fields for agents closing cases. The options to add areas for tracking are a bit cumbersome.
What problems is the product solving and how is that benefiting you?
We are using Support Suite to provide a ticketing system for internal user support and for tracking requests for IT resources for project work. The tools has greatly improved visibility and tracking for utilization of IT resources, helped to improve headcount forecasting and resourcing.
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.
Organized and helpful
What do you like best about the product?
Zendesk allows the organization of the incoming chats, produces reports on the data, and has infinite possibilities of integration with any tools applicable to the operation.
What do you dislike about the product?
The default menu has many options that are not useful to my team, visually polluting the platform. In addition, we face difficulties with automated messages, which turn out to be somewhat limited or inflexible.
What problems is the product solving and how is that benefiting you?
The platform centralizes incoming emails, automatically dividing them by queues based on specific triggers. It facilitates the work as we can assign special teams to each row.
Zendesk is good for interactions among users
What do you like best about the product?
Interaction among users, easy to begin using, instant help and suggestions
What do you dislike about the product?
Expensive, no option to export data as Excel file (or at least I don't know how), no-predefined templates. Although it is easy to begin using, it isn't easy to learn using all the features.
What problems is the product solving and how is that benefiting you?
Create tickets for users to review, respond, and track progress.
Best product in the market, worst support when you have any issues
What do you like best about the product?
Zendesk is by far, the best product for support in the market.
Macros, triggers and automation allow managers to create workflows to make agents' lives easier and ensure they're responding to customers in a standard and organized manner.
In the day to day use, it's quick and easy for agents and provides a huge level of visibility to managers.
Macros, triggers and automation allow managers to create workflows to make agents' lives easier and ensure they're responding to customers in a standard and organized manner.
In the day to day use, it's quick and easy for agents and provides a huge level of visibility to managers.
What do you dislike about the product?
Support, most disappointing experience ever.
Whenever we have an actual issue, we struggle to get support to help us.
We've been dealing with an SLA issue for months, and Zendesk refuses to acknowledge there's a bug with it.
Lately, we've imported over 1000 customers, and the verification link for the accounts is not working. It enters a loop that forces you to login in to verify the account, which you can't do as you can't verify it first.
It's been 48 hours since we open the issue with Zendesk, and we barely got an email showing they still don't understand the issue.
I have over 50 customers that I'm sending a new password and validating their account manually for them to get access to, and there's a second bach that I can't import until this is fixed.
Best support product in the market, worst support to the customer.
Whenever we have an actual issue, we struggle to get support to help us.
We've been dealing with an SLA issue for months, and Zendesk refuses to acknowledge there's a bug with it.
Lately, we've imported over 1000 customers, and the verification link for the accounts is not working. It enters a loop that forces you to login in to verify the account, which you can't do as you can't verify it first.
It's been 48 hours since we open the issue with Zendesk, and we barely got an email showing they still don't understand the issue.
I have over 50 customers that I'm sending a new password and validating their account manually for them to get access to, and there's a second bach that I can't import until this is fixed.
Best support product in the market, worst support to the customer.
What problems is the product solving and how is that benefiting you?
We've moved from a Salesforce implementation as well as Jira, and while the system is amazing, the lack of support and help from Zendesk is making us question the decision and we're looking to go to a different platform.
Recommendations to others considering the product:
Be very careful to make sure you know how to fix everything yourself, if you expect support to help you, you'll be in a really tough position.
Zendesk for the win
What do you like best about the product?
The layout and the support you receive when assistance is needed.
What do you dislike about the product?
Whenever the system goes down but then again, Zendesk is always there to help.
What problems is the product solving and how is that benefiting you?
Customer-facing issues with ordered products.
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