Zendesk Suite
ZendeskExternal reviews
6,542 reviews
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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
Don't receive a timely response as well resolution to any support issues that I have raised so far
What do you like best about the product?
The technical support resource should be very knowledgeable and should resolve the issue and take ownership from start to end
What do you dislike about the product?
Delay in response time and no ownership by a single resource.
What problems is the product solving and how is that benefiting you?
I am trying to create some triggers which are not firing but not getting any timely support.
Nice service software with lots of features
What do you like best about the product?
Many automation features, a single view for agents, lots of training and support materials available.
What do you dislike about the product?
System statuses can not be changed or renamed, we had to create our own substatuses.
What problems is the product solving and how is that benefiting you?
We are retiring our service team software and want to increase ticket resolution time and CSAT
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
Zendesk is a nice tool overall
What do you like best about the product?
It allows you to create some nice automations using third-party apps, and you can pull a ton of information through their API.
What do you dislike about the product?
Sometimes recommendations made through their forum are not implemented. For example, it'd be really nice if they would allow the people in charge of maintaining the HC to change/edit the routes.
What problems is the product solving and how is that benefiting you?
User experience. It allows people to reach out to let you know if they're experimenting issues in your platform. You can also offer FAQs or general information that your users need to know.
Recommendations to others considering the product:
Go for it, it's really nice.
Zendesk doesn't take their clients seriously. I recommend other products
What do you like best about the product?
Ticket flows are well managed. It does what it needs to do. And it does it well.
What do you dislike about the product?
Their support is a nightmare. Inflexibility with making changes in fields afterwards.
What problems is the product solving and how is that benefiting you?
ticketing and client portal
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.
Super Customizable and Suitable for all needs
What do you like best about the product?
The guides are the best - we can easily send these through to clients which makes our support service so much more scalable
What do you dislike about the product?
The cost associated with ZD is considerably more than other vendors
What problems is the product solving and how is that benefiting you?
Ticket prioritization has been excellent with zendesk - can create our own triggers around client status, times and service levels to automate the prioritzation process.
Zendesk: One platform to do it all in communications with your customers.
What do you like best about the product?
Their support to help you is amazing, they have the support any company customer-centric should aim for. The variety of products can make your website a very potent one with all the product they can offer you. CRM, forums, talk, chat, tickets, etc. This is the most robust platform I've used. But if you have a big company with loads of customer requests this could be a great platform for your company. They also provide a great 6 month trial for startups. That could be great for starting to provide support for your startup.
What do you dislike about the product?
Their platform is very robust, but that means it also comes with complexity and a definitely bigger and steeper learning curve than other more simple not that granular communication platforms. Because there are many products and many functionalities sometimes it feels like you are in the middle of a labyrinth and it's hard to find what you want to do.
What problems is the product solving and how is that benefiting you?
Fast implementation and collaboration platform for my team to provide customer support to clients we are working with. Without having to spend a lot because of the Startup program.
Recommendations to others considering the product:
If you are an enterprise or a startup you should try Zendesk it's a great product for both because of their granularity for support and their startup program.
Setting the Standard for Support!
What do you like best about the product?
The ability to automatically generate tickets based on inbound emails, and then assign these tickets to different team members. I also enjoy the ability to create different groups of people who will be assigned, and receive notifications, for email-generated tickets sent to different aliases. This allows us to have multiple employees with completely different roles use the same Zendesk instance and also fosters inter-team collaboration.
What do you dislike about the product?
The integration with the Zendesk Sell CRM tool is quite lacking. I realize Sell is an acquired product, but it would have been much better to properly integrate it with the Zendesk Support tool before launching it. We subscribed to Zendesk Sell for a year based on the promise of a fully featured CRM tool with solid Integration with Zendesk Support, however, we haven't been able to really use it in our day-to-day. Zendesk Sunshine is also currently quite limited, since Sunshine is meant to be used for Zendesk Support and Zendesk Sell, but it works somewhat differently for Sell and Support, it is quite difficult to justify its use.
What problems is the product solving and how is that benefiting you?
We long for a fully featured outbound email client as part of Support, that is also compatible with Zendesk Sell. The hope would be to filter contacts based on Zendesk Sell in a Smart List, and then email all these people via an Alias in Support. Zendesk Sell does not support aliases, while Zendesk Support does, which is quite troublesome because we wish to use both these tools that are part of the same suite of products.
Recommendations to others considering the product:
I would recommend Zendesk Support in addition with a third-party CRM tool rather than relying on Zendesk Sell.
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