Zendesk Suite
ZendeskExternal reviews
6,477 reviews
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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.
Great for collecting tickets, not for creating forms
What do you like best about the product?
Zendesk works well with the basic needs: collect and resolve tickets, allow users to do self-service with Help Desk or chatbots.
What do you dislike about the product?
- The system sometimes was lagging. For example, if the form has many fields and conditions, the fields will not work correctly after a few hours.
- The form is not very versatile for every touchpoint Zendesk offers. For example, multiple choice type and data type are not available if you want to put the form on Chatbox.
- Not easy to customize the form. Zendesk has offer a few option to customize the form, but that's not enough for me.
- The form is not very versatile for every touchpoint Zendesk offers. For example, multiple choice type and data type are not available if you want to put the form on Chatbox.
- Not easy to customize the form. Zendesk has offer a few option to customize the form, but that's not enough for me.
What problems is the product solving and how is that benefiting you?
I need to use Zendesk as my bigger organization is using it. It's good to collect and resolve tickets. Also, the automation email asking customer satisfaction is also a highlight, which I like.
Recommendations to others considering the product:
It's great option for collecting and solving tickets. The self-service product is also nice. However, if you're looking for a form tool, Zendesk might not be the best as it offers very limited option to customize.
This is Tymeshift
What do you like best about the product?
I like how the system tracks your worked time and shows it in a very pleasing way.
What do you dislike about the product?
There's a lot of system failures and lags.
What problems is the product solving and how is that benefiting you?
It accurately keeps up with work punches.
Zendesk Review
What do you like best about the product?
There are many modules that can be integrated.
What do you dislike about the product?
There a so many basic functions that by now I would consider basic, that don't exist.
- no drag and drop of images in replies to customers
- no copy/paste of screenshots - first have to save them as images, then attach
- everything is plain text (no bulleted lists, no bold, no tables, not formatting essentially)
- when customers send in tickets that are not plain text
- images that they would insert in the message, are taken out and attached....sometimes it is unclear which attached image belongs to which statement by a customer
- when clients have numbered or bulleted lists, everything is scrambled up and hard to decipher until you learned the *** logic
- client submits something in a table, it is converted into a list - then you start counting lines and hope that in the table every cell was filled in
- requests in the community that have been submitted 8+ years ago are still not considered
- no drag and drop of images in replies to customers
- no copy/paste of screenshots - first have to save them as images, then attach
- everything is plain text (no bulleted lists, no bold, no tables, not formatting essentially)
- when customers send in tickets that are not plain text
- images that they would insert in the message, are taken out and attached....sometimes it is unclear which attached image belongs to which statement by a customer
- when clients have numbered or bulleted lists, everything is scrambled up and hard to decipher until you learned the *** logic
- client submits something in a table, it is converted into a list - then you start counting lines and hope that in the table every cell was filled in
- requests in the community that have been submitted 8+ years ago are still not considered
What problems is the product solving and how is that benefiting you?
Streamlining Support
Zendesk User for 2+ Years
What do you like best about the product?
The Zendesk UI is intuitive and user-friendly for agents. It is easy to manage our tickets and customize the support feature for our needs. The reporting features are always evolving, which I appreciate.
What do you dislike about the product?
The constant change to pricing and the release of products before they are 100% ready. The lack of ownership when products need to connect to third party systems (required by ZD) is also frustrating. It costs our company money and frustration at the end of the day.
What problems is the product solving and how is that benefiting you?
We are able to deliver our customers a clean knowledge base and also store internal documentation for employees, which is great. We can also track so many metrics in support and explore.
Recommendations to others considering the product:
Make sure you get everything in writing. Ask for a detailed explanation of what you are purchasing and what different levels of the product are offered and how that will impact your company. Request a few technical reviews to ensure you are buying the best products from them that your business needs to function.
Great for organization
What do you like best about the product?
I really like how Zendesk streamlines my workflows and puts all of my requests in one place. I especially like that I can organize my requests by due date. Great for staying organized, especially when things are busier!
What do you dislike about the product?
Sometimes when I am tagged in an internal note, I will not get alerted of this via email or in my following section, meaning I have missed some requests to collaborate with others.
What problems is the product solving and how is that benefiting you?
Zendesk has helped my team stay more organized and streamlined communications between other teams
Recommendations to others considering the product:
n/a
Great for small business
What do you like best about the product?
The ability to accept internal and external tickets from customers
What do you dislike about the product?
We have no downsides as of right now. We have found ways to customize it how we want and need it.
What problems is the product solving and how is that benefiting you?
We use this for IT, staffing, and facilities requests.
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