Zendesk Suite
ZendeskExternal reviews
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I recently used Zendesk overall it's fine but needs some improvement in certain parts
What do you like best about the product?
Good UI and UX, Easy to setup and understand all features
What do you dislike about the product?
1. integration with Facebook need improvement because every reply in same conversation, Zendesk automatically create new tickets and lead me to confuse
2. Hard to register Whatsapp business with Zendesk phone number
2. Hard to register Whatsapp business with Zendesk phone number
What problems is the product solving and how is that benefiting you?
all widget to help my customer is very helpfull especially knowledge center
Zendesk Review
What do you like best about the product?
The integration between our technical support cases and the community forums.
What do you dislike about the product?
Not allowing users to attach files to their posts in the forum.
What problems is the product solving and how is that benefiting you?
The zendesk suite minimizes the amount of tools our support team needs to learn.
A mixed bag of useful features and counter intuitive (lack of necessary features).
What do you like best about the product?
The ease of use between certain solutions (such as Zendesk Support and Zendesk Talk - even agent workspace) is really good. It keeps your agents focussed on tickets without having to change apps to work a ticket, take a phone call, etc. etc. Everything (for the most part) that agents would use to help customers is centrally located, saving them time which allows them to focus on the customer and not what they need to do to assist the customer.
What do you dislike about the product?
It's lacking some pretty important features. For example, Zendesk Talk requires agents to manually log off of the call queue, and if they don't customers could continue to ring their line, even if that person is on vacation or gone for the day. Other vendors allow auto-log off if an agent misses a call or is inactive for a set amount of time.
What problems is the product solving and how is that benefiting you?
Zendesk has a lot of great features, including ticket forms, views for organizing work and macros to save agent times on tedious emails/tasks for ticket management.
Recommendations to others considering the product:
Their product solutions can be really useful if you're coming from an internal ticketing system, paper or email system.
Their vendor support (90% of the time), just sends you links to articles, which don't always answer questions that may be specific to you or more complex and they usually immediately solve the ticket.
Some major features are lacking, such as agent auto-log off for Zendesk Talk, which could pose a real issue if you have a large number of agents handling phone calls.
Their vendor support (90% of the time), just sends you links to articles, which don't always answer questions that may be specific to you or more complex and they usually immediately solve the ticket.
Some major features are lacking, such as agent auto-log off for Zendesk Talk, which could pose a real issue if you have a large number of agents handling phone calls.
The application has a lot of potential
What do you like best about the product?
I love how it's designed how you can get multiple information from a single tool
What do you dislike about the product?
It should have an option for customer history rather than a ticket numbers. This will make sure that the customer history is not missed and we don't have to search tickets everytime
What problems is the product solving and how is that benefiting you?
Assisting customers for their queries as per the business requirements
Recommendations to others considering the product:
Like i mentioned above there should be accounts for every customer and not the options of tickets
Massive ticketing system, but with old interfaces and usability
What do you like best about the product?
Reliability, chat support, ability to handle a large amount of clients and colossal flow of messages from very different platforms and enterprises.
What do you dislike about the product?
Their interfaces and usage are a bit outdated and confusing sometimes
What problems is the product solving and how is that benefiting you?
Handle communications with clients thought email and whatsapp. We can have all the gmail accounts and whatsapp numbers in 1 place, with a very much ordenated system to check previous tickets from same customer, capability of annote relevant data about them, and pretty good navigation speed.
Recommendations to others considering the product:
Consider you will have to take some time to make it all work correctly, but it is likable that it will pay off.
Support is hard to find
What do you like best about the product?
Once you find the support chat, the team is fast to respond!
What do you dislike about the product?
Difficult to find support & the articles are often confusing.
What problems is the product solving and how is that benefiting you?
Its a good ticketing system for customers. We certainly get less tickets than we used to
Would recommend support and explore, but talk is very fragile
What do you like best about the product?
explore is really granular and it is a great tool to understand how productive your team are being, particularly whilst working remotely
What do you dislike about the product?
Talk freezes quite a lot and struggles whether on browser or using a mobile connection, causing lots of missed calls, contributing to abandonment rate
What problems is the product solving and how is that benefiting you?
responding to customer queries, interdepartmental correspondence and reporting on productivity for agents
A comprehensive product that is entirely uncomfortable but generally usable for blind people
What do you like best about the product?
Its API covers essentially all functionality, putting the power in the hands of developers such as myself.
What do you dislike about the product?
As a blind person, every user flow I've needed to do in the support UI has had at least one annoying stumbling block. I can generally manage to do what I need to do, but I need to use work-arounds to do what most people can do in half as much time. If their design team wants to improve the UI, there is a lot of low-hanging fruit, but there is also a lot of things that might require major redesigns.
What problems is the product solving and how is that benefiting you?
I have been developing web forms for receiving feedback and questions from our audience. Zendesk has allowed us to better collate our audience feedback, and delegate tickets to appropriate departments in ways we could not do nearly as easily when receiving feedback through an email account.
Recommendations to others considering the product:
It's a great product for any company not worrying about providing an a11y-compliant solution, and even for those who are, it's still workable...ish.
Great platform, but needs better customer/engineering support.
What do you like best about the product?
Ease of use, triggers and automations, integrations capabilities ex: Salesforce, Jira
What do you dislike about the product?
Missing some critical features ex: Ability to build in internal comments into Automations conditions, confusing Dashboard/Query discrepancies,
What problems is the product solving and how is that benefiting you?
CRM and medium for customer communications. Mainly, Analytics to drive business and support decisions.
Good experience
What do you like best about the product?
Not used that much at the moment but planning to use it i future
What do you dislike about the product?
Maybe some questions are not answered straight away and it takes some time to get a reply
What problems is the product solving and how is that benefiting you?
Fixed some issues and answered to some technical questions
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