Zendesk Suite
ZendeskExternal reviews
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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.
Very powerful support tool
What do you like best about the product?
All the customizations that are possible make Zendesk a must have for companies!
What do you dislike about the product?
The UI could be more userfriendly as we would expect it to be more lively and interactive
What problems is the product solving and how is that benefiting you?
IT Support, Merchant supports and many other levels of supports
Great product, lack of support, unknown roadmap
What do you like best about the product?
Integrations are quite easy to do
Kind of plug and play
Kind of plug and play
What do you dislike about the product?
The Support
Zendesk Guide
Concern about Zendesk future, wrong support processes within Zendesk may affect the product behavior in the future
Zendesk Guide
Concern about Zendesk future, wrong support processes within Zendesk may affect the product behavior in the future
What problems is the product solving and how is that benefiting you?
Managing tickets
Align all the relevant personas with the ticket details
Align all the relevant personas with the ticket details
ZD User
What do you like best about the product?
I like how easy ZD is to navigate and implement new flows.
What do you dislike about the product?
Support is difficult to get when you have an issue that does not fit within the articles. The new query reporting is not easy and is confusing to use/learn.
What problems is the product solving and how is that benefiting you?
We are solving customer deflection with our flows, triggers, and FAQ's. Also, agent efficency, reporting within our company, and improving customer satisfaction.
Good to manage customer request
What do you like best about the product?
Easy to manage the coming request from the clients.
What do you dislike about the product?
The interface could be more intuitive and user-friendly.
What problems is the product solving and how is that benefiting you?
customer support
Recommendations to others considering the product:
if you require something simple to answer tickets and only that, this is for you.
Customer Service Reps very nice to deal with
What do you like best about the product?
Agents were very helpful and friendly. :)
Sorry wrong image was uploaded for the proof. I couldn't change it even when it said edit.
Sorry wrong image was uploaded for the proof. I couldn't change it even when it said edit.
What do you dislike about the product?
Nothing they helped solve the problem!!!
What problems is the product solving and how is that benefiting you?
Consolidating all email into one box that returns the correct email when an email is sent out. Much easier than having 15 email boxes to look through constantly.
Recommendations to others considering the product:
It is rather tricky to figure some setup info. Definitely need the support team to help with the intial integration unless you are a genius.
Good for basics
What do you like best about the product?
Integrations for shopify, no speed issues usually
What do you dislike about the product?
Some odd issues how you have to use triggers and tags for simple customizations
What problems is the product solving and how is that benefiting you?
Not understanding why customers were getting a "ticket closed" emails, was able to figure it out
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