Zendesk Suite
ZendeskExternal 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.
Reliable
What do you like best about the product?
Easy to use, configurable, get assistance when needed
What do you dislike about the product?
Nothing I particularly dislike about Zendesk Support Suite
What problems is the product solving and how is that benefiting you?
Replying to customers with agreed SLAs. The team can easily collaborate to respond to a customer and onboarding of new members is also possible
Recommendations to others considering the product:
It's an excellent tool for customer support service and for integrating with other tools.
It is pretty easy to use and to collaborate within a team and with different teams in the same organization and also with another organization.
You can set up triggers and automations, integrate your SLAs set up for different customer service levels
It is pretty easy to use and to collaborate within a team and with different teams in the same organization and also with another organization.
You can set up triggers and automations, integrate your SLAs set up for different customer service levels
All-in-one
What do you like best about the product?
I admire how easy it is to manage tickets.
What do you dislike about the product?
I dislike how explore, support and guide are all on seperate landing pages.
What problems is the product solving and how is that benefiting you?
The main problems that we are facing with Zendesk is that most of the best features are all on the next teir (subscription plan), ideally we would like a master account that is on a higher plan and that can do more things. rather then everyone on the same plan.
CRM Efficiency
What do you like best about the product?
What I liked the most is the possibility that you can have the contacts synchronized in Zendesk and the ease of placing macros and give a quick response. It is advantageous when classifying the type of e-mail, such as open, pending, and resolved, can provide a prompt reply and return to edit. It is essential to highlight the connection that it allows between applications and integrations of our own company.
What do you dislike about the product?
I don't like the fact that the e-mail tickets are difficult to find, you have to enter the user which makes it a bit difficult to go to some specific cases, you have to open too many sections instead of it appearing at once in the search bar, I think it is a glitch that has the Zendesk application. It is also uncomfortable the fact of having to search among the "pending" is not easy to search, because you have to place too many filters instead of in the same folder of pending there is a search bar.
What problems is the product solving and how is that benefiting you?
The problem that we solve is the visualization of the e-mails, where we can compose the e-mails to the customers so that we connect them with a CRM of our own integration.
Recommendations to others considering the product:
It is essential to know that Zendesk will help us to simplify many tasks related to Chats and E-mails in everything related to CEX, it is important to use the macros that zendesk allows us to use, since it is a spectacular tool.
Zendesk -- powerful and robust yet designed for simplicity first
What do you like best about the product?
Zendesk is obviously a company that is laser-focused on being the best-in-class tool for its industry. They have not wavered far from their focus as a tool built for Customer Support teams. Their tools provide agents, leadership teams, and customers alike with great experiences -- not an easy task by any means. Over several years of using Zendesk from each of these ends, I can safely say I'd recommend it to anyone looking for a customer support platform
What do you dislike about the product?
As Zendesk has developed, it's certainly become more complex. With this, you see the typical steepening of the learning curve for users, in particular on the analytics (i.e. reporting) side of the house. They have made this a big focus over the years, though, with a complete overhaul of their reporting done in the last few years. I appreciate that this growing complexity has not seemed to impact the agent or end-user experience, though.
What problems is the product solving and how is that benefiting you?
We're providing our customers with fast issue resolution and self-service guides. We're providing our customer support team with an easy-to-use tool to manage their work and insights into their productivity/efficiency. And we're providing our leadership team with insights into the efficiency and effectiveness of our customer support organization.
Great CRM!
What do you like best about the product?
It is a great tool for work - easy to use. Its customer service is excellent. I chatted with a representative about the issue I encountered, and the response was fast.
What do you dislike about the product?
Nothing. I have been using it for three months, and so far, I don't dislike anything about it.
What problems is the product solving and how is that benefiting you?
It is easy to navigate thru all sorts of information from clients. I get to do things fast because I know where to go if I need some specific information to get a task done.
Great experience with Zendesk
What do you like best about the product?
The search feature and having all of the interactions within a ticket right there in front of you.
What do you dislike about the product?
Sometimes if I need something fixed quickly, I use the chat feature to talk to support staff and they send me the articles on how to fix myself. I understand this is helpful so that I can learn how to make the change in the future, but sometimes it would be helpful if the support person could be logged into our account and make a change right there. I also don't feel that the Satisfaction rating in Zendesk is valuable. There is limited capability when it comes to turning on that feature which then forces us to look for a formal VOC vendor. The customer isn't required to choose an option as to why they selected a "bad" rating on a ticket. This isn't helpful because we are not aware of why the customer rated that so we cannot contact them to remedy the situation. It would be better if that was mandatory and the customer had to select an option.
What problems is the product solving and how is that benefiting you?
No real problems with Zendesk. The benefits have been wonderful so far. We went from using Outlook for all our emails to customers and searching was a nightmare within the team. Zendesk has allowed us to have a centralized location for all of our tickets, therefore, helping us with being able to identify if a customer has contacted us multiple times and how we go about responding to those tickets.
Goes the extra mile
What do you like best about the product?
How willing to assist the team is and how they will go above and beyond to help you achieve your goals.
What do you dislike about the product?
There are things not covered like formulas. This can create challenges when trying to report on collective attributes.
What problems is the product solving and how is that benefiting you?
How to create custom metrics to present the data that is most useful for my company.
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