Zendesk Suite
ZendeskExternal reviews
6,477 reviews
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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
Linking multiple tickets would be nice
What do you like best about the product?
Straight forward UI good sorting and SLAs
What do you dislike about the product?
Can't tell if outgoing E-Mails bounced or not.
Permission management s quite complicated. More stats per agent would be nice.
Permission management s quite complicated. More stats per agent would be nice.
What problems is the product solving and how is that benefiting you?
Relatively simple support for our app.
Friendly but did not follow up.
What do you like best about the product?
Friendly customer service. Quick responses.
What do you dislike about the product?
The lack if knowledge around the slack integration.
What problems is the product solving and how is that benefiting you?
Slack integration questions and troubleshooting.
Recommendations to others considering the product:
The agent said they would follow up but then my ticket was closed. It would be great to have those reviewed more closely to bookend your customer service with a good feeling.
Broad and flexible support suite
What do you like best about the product?
At present, my favourite aspect of Zendesk is the reporting. It's a newer 'module' but I've had great success with it even in its infancy. The reporting is flexible, customizable and deep. Almost everything we need to report on can be built, and built quickly, shared across dashboards and copied/tweaked easily.
The knowledgebase/community aspect of the product is great, I would love to be able to spend more time there as there is some great knowledge sharing and I always see Zendesk team members as well as community admins jumping into discussions and helping out.
Aside from that, the support automation/triggers system is broad enough for us to do a lot across the multiple different teams we have using the system at the moment
The knowledgebase/community aspect of the product is great, I would love to be able to spend more time there as there is some great knowledge sharing and I always see Zendesk team members as well as community admins jumping into discussions and helping out.
Aside from that, the support automation/triggers system is broad enough for us to do a lot across the multiple different teams we have using the system at the moment
What do you dislike about the product?
Support responses are often incorrect or unhelpful. Sometimes we've had some excellent support and I've learned some great new things about the product (I'd like to call out Kyle Jones here for teaching us how to properly use organization fields back in April), but too often the response from support has been poor. As someone with a lot of background in support, this is a priority to me and my team, and I would love to see Zendesk treat it with the same priority.
Some features that seem obvious don't exist (such as being able to organize and manage Explore reports), which has led us down the path of some fairly complex workarounds and some administrative clutter that will be difficult to navigate in future.
Implementing the agent workspace has been tough as there have been some issues - we actually rolled back our implementation completely and re-implemented later. I'd love to see Zendesk jump on bugs with these leading-edge features more quickly.
Some features that seem obvious don't exist (such as being able to organize and manage Explore reports), which has led us down the path of some fairly complex workarounds and some administrative clutter that will be difficult to navigate in future.
Implementing the agent workspace has been tough as there have been some issues - we actually rolled back our implementation completely and re-implemented later. I'd love to see Zendesk jump on bugs with these leading-edge features more quickly.
What problems is the product solving and how is that benefiting you?
We have a large number of different teams with different needs using Zendesk, and we're largely able to fit all of those use cases into the product with few compromises. This has helped us to get accurate reporting and integrate with some other systems to great effect. Our professional services team is able to track hours and integrate that data into Zendesk using Toggl and Zapier (we are actually looking at potentially expanding this to use Sunshine for customized data management), and we also heavily integrate with Salesforce, which is our global source of truth as a company. As our support team grows, we need to have a scalable solution that is flexible enough to meet our changing needs, and Zendesk seems like an excellent choice in that regard
Recommendations to others considering the product:
We've struggled a little to scale with Zendesk as a result of some poor decisions that were made during our initial implementation. I would strongly recommend any organization that is growth-minded to take advantage of Zendesk's Professional Services team. Setting up Zendesk right from the start will make administration and scalability much much easier. I'd also say be prepared to adjust your processes to fit how Zendesk works. It's an enterprise-level suite for a reason, and it makes sense to take advantage of the functionality they offer. While we've had good success with some of our non-support teams using Zendesk, there are some difficulties for certain teams, and I don't think that this approach will work for all organizations.
Useful features, generally stable, but clunky search and archive functions
What do you like best about the product?
I can easily record and consolidate all phone, text, and chat correspondence under a single customer account. It's relatively easy to look at former correspondence at a glance and know who the customer has spoken to before and when.
What do you dislike about the product?
The search function is very often useless, especially when searching phone numbers. It doesn't recognize the same phone number if different spacing or parentheses are used or if a +1 is on the front or not. Sometimes names don't come up even when searched in precisely the same format as is on the account.
What problems is the product solving and how is that benefiting you?
We're using Zendesk for all communication with our customers. We're taking notes on interactions and storing alternate contact information when we need to follow up on issues.
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