Zendesk Suite
ZendeskExternal reviews
6,543 reviews
from
and
External reviews are not included in the AWS star rating for the product.
New Zendesk User Review
What do you like best about the product?
The macros/placeholders to quickly answer tickets
What do you dislike about the product?
Sometime's I find it hard to access resource articles.
What problems is the product solving and how is that benefiting you?
Better organizing tickets based on category
It is easy to use and support is always there to help
What do you like best about the product?
Zendesk's support, its features it is just so easy to use. They have great documentation and support is always there to help out whenever you get stuck.
I also like that it can be integrated in-app + website
I also like that it can be integrated in-app + website
What do you dislike about the product?
I think the only "bad" thing is the pricing, which is a little high especially for small startups that need to be watching out on budget. Other than that everything is ok. I think their chatbot widget can use some work
What problems is the product solving and how is that benefiting you?
I am solving our entire CRM platform, the benefit it has is its API connections and how easy it is to use and integrate. We use to make phone calls, messages, SMS, and emails.
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.
Easy to use, Easy to train
What do you like best about the product?
I love the flexibility that ZD offers. Unlike a lot of CRM-centric systems, ZD is built with the needs of Support in mind. It's easy to use, easy to modify, easy to pull reports. Features like macros, automations, and triggers help our ticket maintenance to be smooth and swift.
What do you dislike about the product?
I often get more support from the user community than I do from ZD when I have questions or needs. I wish their support was as accessible as their platform is.
What problems is the product solving and how is that benefiting you?
Order placement, Customer training, Onboarding, Basic and advanced Troubleshooting. We have recently moved more of our customer-related services to ZD to better track and document them. The reporting has supported the growth of our team and has helped us to focus on areas of improvement as a company.
Recommendations to others considering the product:
I have used several other Support programs, most homegrown, and even though they had been designed for the business, they were not as effective as using ZD. I am impressed with the flexibility and ease of use.
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.
Provides a great experience for companies of any size for engaging with support tickets
What do you like best about the product?
I am a big fan of the customizations like Macros, Triggers, and Automations, which allow a truly custom environment for your support team.
What do you dislike about the product?
Our company operates in multiple time zones, and working with business hours in Zendesk is a nightmare if you ask me. We had to create a hacky solution that only half-worked. Rethinking time zone handling as a whole would greatly improve Zendesk for multinational customers.
What problems is the product solving and how is that benefiting you?
When our customers have an issue with our product, a feature request, or a bug submission, they submit a ticket, and our support agents are able to help them with their issue/request. Zendesk lets us quickly respond to all tickets by showing the right tickets to the right support agents, and easily lets us keep track of SLAs.
Recommendations to others considering the product:
There are lots of customizations, so having someone dedicated to administering Zendesk Support that also uses it for customer-facing issues will be helpful along the set-up journey. If you are a multinational company, it may be slightly difficult to set up time zones properly. If you set up time zones inincorrectly from the beginning, it is a real pain to switch them later on. Any triggers or automations set up using old time zone settings all must be individually updated. Just make sure you get it right from the beginning.
Zendesk Support
What do you like best about the product?
I use Zendesk in a Salesforce administrator capacity and was working on connecting Zendesk to Salesforce. Not only are there numerous knowledge articles and videos on how to do so but when I ran into an issue the support team at Zendesk was able to help me quickly pinpoint the problem and sent over steps to resolve it.
What do you dislike about the product?
The one area of Zendesk I currently dislike although it may be that I just haven't found out how to do this yet is that I want to show the entire conversation on a ticket in Salesforce and not just the initial request.
What problems is the product solving and how is that benefiting you?
This sync is allowing our CSX team to view outstanding tickets in Salesforce where they spend their time without needing to go into the Zendesk platform. It makes usage a million times easier for our team.
It is a great tool to manage the tickets.
What do you like best about the product?
The reporting feature is very useful. I use this feature to get more insight into the tickets.
What do you dislike about the product?
The reporting feature should be simplified. It is not easy to understand.
What problems is the product solving and how is that benefiting you?
Ticket assignment and reporting.
Great Experience
What do you like best about the product?
Reporting, level of customization/control
What do you dislike about the product?
Not recognizing colored font in replies from customers or if they replied to an older message within the thread (commenting under questions from a previous email) Zendesk did not recognize this either
What problems is the product solving and how is that benefiting you?
Tracking Tech data, product specific questions, building an FAQ database, etc.
Recommendations to others considering the product:
It is a great product and the level of customization was the best part of it. The fields and tags that you are able to assign to the cases is great when it comes to reporting, especially periodic reporting.
We experienced quick responses and work arounds once the issue was identified as a Zendesk issue.
What do you like best about the product?
Support requests are easily formatted and delivered.
What do you dislike about the product?
Difficult to find submit request link to open a new issue. We had to use google to find https://support.zendesk.com/hc/en-us/requests/new
What problems is the product solving and how is that benefiting you?
Sidebar/topbar applications to bring user and org information into ticket views to prevent agents from having to click around between different tabs for pertinent information.
showing 3,461 - 3,470