Zendesk Suite
ZendeskExternal reviews
6,546 reviews
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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Their interfaces and usage are a bit outdated and confusing sometimes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
Has all the features, but I find the product confusing at times.
What do you like best about the product?
That the product has all the features: talk, text, ticketing. The customer service messaging is very convenient and the staff is knowledgeable.
What do you dislike about the product?
I find the product difficult to learn without assistance. Customer service via telephone is lacking.
What problems is the product solving and how is that benefiting you?
Im able to handle all tickets and customer services items within one system.
ZD Review
What do you like best about the product?
Ease of creating macros, tags, views, etc.
What do you dislike about the product?
Can't unmerge tickets or users when it's done in error.
What problems is the product solving and how is that benefiting you?
Customer inquiries, issues and concerns. I like that we're able to keep communication organized by customer and add different apps.
Pretty good, service and app, not a fan of lack of features on the lower levels
What do you like best about the product?
Quick and easy to use and navigate, the services are easy to distinquish
What do you dislike about the product?
There are some features I'd like to use but as a small business with only a single user, I can't afford to spend more on the service for those extra features. Mainly, a auto-login and logoff feature for the zopim live chat.
What problems is the product solving and how is that benefiting you?
Easier to get customers the information they need quickly, resulting in a higher likeliness of a sale
Recommendations to others considering the product:
Consider the features you are needing and find the plan that includes the features to see what your cost will be. Zendesk makes it pretty simple
Zendesk Review
What do you like best about the product?
-Cloud Native, SaaS.
- Minimal architectural changes, only have to "do" anything to upgrade things with widgets or integrations and even then the lift is marginal.
- Offering has "table stakes" in terms of automations, triggers and some customizations. Intuitive UI. Easy user management.
- Minimal architectural changes, only have to "do" anything to upgrade things with widgets or integrations and even then the lift is marginal.
- Offering has "table stakes" in terms of automations, triggers and some customizations. Intuitive UI. Easy user management.
What do you dislike about the product?
- hard-coded ticket status' that limit options with no ability to create new status'
- inability to update some metadata after a ticket is in "Closed" state.
- numerous reporting issues and challenges within Explore. I have not seen any real improvement here and frankly prefer the old "Insights" reporting tool for ease of use.
- Skills Based Routing is a misnomer. We had to set up an entirely 3rd party system in order to do any routing. The "pull" methodology does not work for many organizations, had to purchase the Round Robin app which does what Zendesk should have functionality native for.
- Knowledge Article/Guide functionality is average at best. Metrics capturing regarding this is very difficult.
- We have had to "home brew" our own routing model and leverage 3rd party apps to accomplish what is very industry standard "push" methodology instead of "pull" when engineers take tickets. Coupled with this - there is no easy/intuitive/useful mechanism for out-of-office or agent inavailability, no methodology for ticket load balancing amongst teams and engineers, etc. I met with the Zendesk product team close to 2 years ago regarding this and have yet to see any substantive/meaningful update.
- native integrations with Jira and Salesforce are far too basic
- inability to update some metadata after a ticket is in "Closed" state.
- numerous reporting issues and challenges within Explore. I have not seen any real improvement here and frankly prefer the old "Insights" reporting tool for ease of use.
- Skills Based Routing is a misnomer. We had to set up an entirely 3rd party system in order to do any routing. The "pull" methodology does not work for many organizations, had to purchase the Round Robin app which does what Zendesk should have functionality native for.
- Knowledge Article/Guide functionality is average at best. Metrics capturing regarding this is very difficult.
- We have had to "home brew" our own routing model and leverage 3rd party apps to accomplish what is very industry standard "push" methodology instead of "pull" when engineers take tickets. Coupled with this - there is no easy/intuitive/useful mechanism for out-of-office or agent inavailability, no methodology for ticket load balancing amongst teams and engineers, etc. I met with the Zendesk product team close to 2 years ago regarding this and have yet to see any substantive/meaningful update.
- native integrations with Jira and Salesforce are far too basic
What problems is the product solving and how is that benefiting you?
We leverage the Zendesk Support Suite for all our Support functions including incoming tickets/submissions, Guide/Knowledgebase, and Explore for insights into key performance/indicators/metrics.
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