Zendesk Suite
ZendeskExternal reviews
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Great Platform
What do you like best about the product?
The User-friendly, notifications, Help from Zendesk Support team, API documentation
What do you dislike about the product?
Time waiting regarding the disponibilty of EXPLORE
What problems is the product solving and how is that benefiting you?
Have in a centralized way all information about client support management.
Recommendations to others considering the product:
It's very easy to use and it's a powerful tool
Best in class and reliable
What do you like best about the product?
Having used various ticketing solutions, they all come with a certain degree of limitations, where arranging unique inboxes per group/team or applying automations/macros. I like that I have not yet come across any such limitation with Zendesk, as we can allow our unique teams worldwide the ability to manage their ticketing queue exactly in the manner that suits them. There is also no need for the automations/macros from other teams to apply/be available across all groups and it helps simplify the view and remove clutter.
What do you dislike about the product?
Zendesk have an excellent 'Side conversation' function which lets you initiate correspondence with different invididuals within a single ticket. This means all people in copy don't need to receive communications, but these will be recorded within the same ticket. As our team like to use the mobile applications, I don't like that this function is not available or even visible on these and hope this will be introduced soon.
What problems is the product solving and how is that benefiting you?
We need multiple integrations with our CRM, Contract provider, JIRA, Zoom etc and Zendesk can provide them all in a fairly seamless manner. We have realised our finance, marketing and development teams can easily obtain relevant information/data without any manual processes.
Recommendations to others considering the product:
If comparing to other platforms, the simple like for like comparison could be misleading e.g. as many platforms offer integrations, it's worth finding out if they have limitations e.g. one-way only or available on certain packages only. Also, where users need responsive/reliable performance, a trial of Zendesk should so it far superior to nearest competitors.
Customizable Support Experience
What do you like best about the product?
The ability to customize so many aspects of the product is the reason we chose Zendesk. We needed a way to set up a flexible ticket categorization system to report on both support and product performance and we got what we needed. We were also able to set up custom priorities, SLAs, and business rules, which has been a great help.
What do you dislike about the product?
Most customizations require additional developer effort and in-house developers simply don't have the time to go through the extensive and at times chaotic Zendesk documentation. As a result, the support team needs to be pretty tech-savvy to understand and describe the capabilities of Zendesk and the process of implementing them. Having so many customization options also leads to added frustration when after extensive research you realize that some are of the product is completely inflexible and can't be customized. Generally, a good Zendesk setup will require you to work with an external consultant.
Also, some features seem to be just for show: for example, Answer Bot is not a very useful feature and doesn't seem to be getting any attention in terms of further development.
Also, some features seem to be just for show: for example, Answer Bot is not a very useful feature and doesn't seem to be getting any attention in terms of further development.
What problems is the product solving and how is that benefiting you?
Zendesk is an all-in-one support system that helps us manage all our channels from the same workspace. We're able to understand our key metrics across different channels.
Daily Zendesk experience for IT Technical Support requests / tickets.
What do you like best about the product?
Zendesk, first of all, is user-friendly. Since this is something you spend a lot of time at during busy days, you want the platform to run smoothly. For more than half a year, we had no issues whatsoever; everything runs smoothly, the GUI is friendly, and the Zendesk is easy to navigate. Consistency is also noticeable. Also, I like that ZenDesk thought about many possible situations you might run into while using it. Thus, we were covered for all the processes so far; assign, reassign, pending, solved statuses help you organize your requests. It takes little time to master this platform, and once you do, everything goes as through butter.
What do you dislike about the product?
For the essentials plan, ticket export options are through API, which is doable, and good practice for me since I'm learning Python, but I am still figuring out how it works precisely. Once I manage to nail it, I will post somewhere the instructions from A to Z.
What problems is the product solving and how is that benefiting you?
We are using it for technical support requests from our clients. We support our clients' IT field. One of the benefits is reports; you can check response time data, see how you are doing overall.
Great SaaS Service Desk platform
What do you like best about the product?
It is easy to configure, you can be up and running in a week
What do you dislike about the product?
Some of the extra features quite slow to be rolled out / require extra cost
What problems is the product solving and how is that benefiting you?
Providing customer support to internal and external customers
All-in-one Customer Service Solution
What do you like best about the product?
The reports and analytics function helped us create targeted email marketing flows based on customer emails and resolutions. A plus we were not expecting!
What do you dislike about the product?
It doesn't natively support as many agent metrics as we would like, such as agent log-on activity and duration.
What problems is the product solving and how is that benefiting you?
The tag functionality helps us track customer pain points, interests, and other ticket categories of interest to our team. It's shed light on areas needing improvement, such as our checkout flow.
Good for busy sellers
What do you like best about the product?
I love that it helps us integrate systems like tymeshift. We used to use gmail and google sheets for everything now we use support suite for the majority of our work
What do you dislike about the product?
zendesk would have alot of technical issues sometimes. The amount of time needed to resolve is usually not clear however im not sure if that is out of their control
What problems is the product solving and how is that benefiting you?
responding to customers faster Our team has very strict SLAs for customer assistance and it really helps. Getting information and being able to consolidate it for reporting to my management team
Quick and thorough
What do you like best about the product?
I appreciated the thorough answers, and the quickness to look at our specific problem in our instance was greatly appreciated.
What do you dislike about the product?
The wait was a little long, but considering the global climate, it was very short.
What problems is the product solving and how is that benefiting you?
The problem was the inability to link two tickets with different requesters. Before I asked, the support agent offered a host of third-party apps that may resolve this issue that I greatly appreciated.
Zendesk did not live up to expectations
What do you like best about the product?
I like the Asana and Slack integrations and ability to add multiple ticket field to the left-hand rail of browser (our agents use this feature for issue reporting). We also have our ops team included as agents but with completed different views as our support team which gives the illusion of having two inboxes in one.
What do you dislike about the product?
The onboarding experience was challenging. So many essential and elementary functions like sending or forwarding an email are hidden behind obscure settings or require an app integration - elementary functions that are available on smaller and less expensive platforms. For a company that markets as the best platform for ticket resolution, I continue to be disappointed in the lack of innovation. For example, when exploring the Zendesk help center, you see comments from users asking for simple updates for years ago that that yet to be addressed. I also find the customer support team to be inadequate or unfamiliar with the platform they are troubleshooting. I often have to speak with multiple reps to receive an answer to an issue. I also don't love views. It is hard to see your entire inbox and there is not an option to create folders, only different views. The suspended email function is frustrating, too, as we have many workflows tied to our email address that constantly get blocked.
What problems is the product solving and how is that benefiting you?
The asana integration lets our support team create tasks for the operations team without switching browsers and keeps the task tied to a specific ticket - This has helped with organization. The slack integration works similarly.
Recommendations to others considering the product:
Explore other options before committing and spend the time identifying your needs. Then, ask more than 1 ZD rep if the platform will meet those needs. We were told specific needs would be met but quickly learned that was not the case once we were in the thick of it.
Great Tool For Customer Service
What do you like best about the product?
The ease of grouping tickets by issue type, the different ways of communication for customers to reach us, and the reporting options.
What do you dislike about the product?
I wish more views were available on the lefthand side, but that seems like a "first world problem".
What problems is the product solving and how is that benefiting you?
We're able to answer our customer issues much more quickly with the chat function than we have in the past via email. Customers are much more satisfied with this.
Recommendations to others considering the product:
It's a wonderful piece of software that will solve many of your customer service problems.
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