Zendesk Suite
ZendeskExternal reviews
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Zendesk CRM for support or customer services
What do you like best about the product?
We have been using Zendesk for the last five years as our support CRM, and we are pretty delighted to use the platform for our support services.
The platform helps our customers to submit tickets, contact our support agents over chat, and their hep guide portal is one of the best as it allows customization.
The platform helps our customers to submit tickets, contact our support agents over chat, and their hep guide portal is one of the best as it allows customization.
What do you dislike about the product?
If you wish to customize the platform for your business flow, it requires a good amount of patience and work. You as an operator need to spend a lot of time understanding the platform as it helps automate many of your daily tasks.
The basic pack is not very useful for customers managing 100 - 1000 customers as it lacks functionalities and the premium packs are expensive.
The basic pack is not very useful for customers managing 100 - 1000 customers as it lacks functionalities and the premium packs are expensive.
What problems is the product solving and how is that benefiting you?
We are handling customer requests on time.
Our SLAs are the best among competitors.
It helps us leverage agent productivity and skills.
Our SLAs are the best among competitors.
It helps us leverage agent productivity and skills.
Zendesk a love hate relationship (with mostly love)
What do you like best about the product?
I love the fact we can seemlessly integrate 3rd party apps (both purchased ones like surveys from sweethawk, tasks, or even making our own). I really enjoy the functionality of triggers & automations they are extremely powerful and simple to set up. The API also brings a lot of positives.
What do you dislike about the product?
Two major things:
I can't use triggers to cc end users --> this one hurts me
The API while awesome and something I said I like best, I love the API and how stable it is, the documentation on the other hand leaves room for improvement. There will be catches like "the API only returns 1000 results, after that its pagination" but that 1000 number or the pagination format are not documented. Similarly we have hit numerous undocumented "features" that can cause headaches when we don't know about them before hand, but if we knew would have been one minor tweak to our design.
I can't use triggers to cc end users --> this one hurts me
The API while awesome and something I said I like best, I love the API and how stable it is, the documentation on the other hand leaves room for improvement. There will be catches like "the API only returns 1000 results, after that its pagination" but that 1000 number or the pagination format are not documented. Similarly we have hit numerous undocumented "features" that can cause headaches when we don't know about them before hand, but if we knew would have been one minor tweak to our design.
What problems is the product solving and how is that benefiting you?
We solve a ticketing system for our AWS managed service. The benefits are it gives us a defined way to have clients interact with us and an audit log of requests they have made.
Best of Breed
What do you like best about the product?
Generally, Zendesk is fully featured, well-integrated, and does what it is supposed to do. This is more than can be said about several other support software that we have used.
What do you dislike about the product?
Zendesk seems to keep adding to its portfolio of products but needs to refocus on its core feature set and bug fixes. In looking at the support forums, there are many issues that have been outstanding and unaddressed for years. These issues are not esoteric, as we have run into several of them ourselves. As well, the pricing is fairly high for some of the limitations encountered, which include 50MB file size limits and otherwise.
What problems is the product solving and how is that benefiting you?
We have a multinational, multi-lingual deployment for voice, email, and web-based support. This platform generally accommodates this use case while still being easy(ish) to set up and administer.
Would work for companies with more resources
What do you like best about the product?
I like that there is a lot of customization that can happen.
What do you dislike about the product?
It takes engineering resources to configure and maintain Zendesk. Had we had help in implementation, we probably would have kept Zendesk, but we didn't have the resources to do it well, so our experience with Zendesk has been a mess. It has impeded our ability to help our customers, rather than helped us.
What problems is the product solving and how is that benefiting you?
We were hoping to gain more insightful data and have been able to do that on a very small scale.
Lots of options, hard to find them though
What do you like best about the product?
All the information you can obtain from "explore"
What do you dislike about the product?
It's not user friendly, and sometimes it gets very hard to create certain things, especially when you user "Explore". Also, for "Explore", there's no "undo" button, which I believe it is necessary.
What problems is the product solving and how is that benefiting you?
As a support agent, I solve issues our clients might have
Useful ticketing system with great support
What do you like best about the product?
The Zendesk help center had great articles as well as the ability for other users to post their findings. This was very helpful for setting up workflows and running reports. When we couldn't find our answers in those resources, our account managers were very helpful and very responsive.
What do you dislike about the product?
Ultimately we needed to move to a more omnichannel CRM as we needed more of a timeline view. To have done this in Zendesk would have required more work than we were willing to do. We were also needing a more robust internal knowledge base, which we were not able to really get working.
What problems is the product solving and how is that benefiting you?
Zendesk did help us create the capability to track our agents production and how many interactions they were having per day.
Solid on the basics, but without the deeper customizations one may want.
What do you like best about the product?
While Zendesk is cheap, compared to many of its competitors, and is generally bug-free, the quality is stagnant.
There is a wide selection of powerful Addons. They are also usually free, or quite affordable.
There is a wide selection of powerful Addons. They are also usually free, or quite affordable.
What do you dislike about the product?
1. The inability to do many, many of the customizations & tweaks that we need or want.
2. The support has fallen into the toilet. It used to be that you could quickly get a hold of someone in their support area. Now you will be waiting hours or DAYS to get a solution to any problem.
3. Their new default system is extraordinarily clunky and behaves like a chat system. All of their new improvements *only* go to this awful, chat-first system.
4. They routinely cut old features that you may have become dependent on.
2. The support has fallen into the toilet. It used to be that you could quickly get a hold of someone in their support area. Now you will be waiting hours or DAYS to get a solution to any problem.
3. Their new default system is extraordinarily clunky and behaves like a chat system. All of their new improvements *only* go to this awful, chat-first system.
4. They routinely cut old features that you may have become dependent on.
What problems is the product solving and how is that benefiting you?
We utilize Zendesk for our Customer support system. It does an adequate job, though it requires constant attention and tweaking due to its constant changes.
Good tracking & reports.
Good tracking & reports.
Recommendations to others considering the product:
Basic, but it gets the job done. Mostly at any rate; just don't expect much help if you run into issues.
zendesk chat is great as an interactive platform with our customers however......
What do you like best about the product?
The ease of setting up agents and shortcuts, seeing where the customer is moving on our website etc.
What do you dislike about the product?
The contortions i have to go through to get a person on chat, and there is no phone number to call and get a quick answer as well. it feels very much like zendesk doesn't want to interact with their customers.
What problems is the product solving and how is that benefiting you?
i wanted to add an agent but it was for a remote CS dept that had multiple people and they wanted only one email associated with them covering our chat, and there is now way to have more than one person on that email chat at a time. it took 4 visites to chat admin to find someone to help, and they were under billing.
the second issue was the zendesk platform crashing last night and there were no alerts on our account and i had an employee covering chat and they were very upset about the crash. I was able to contact someone in this case and get an answer.
I just have to say that your chat bot is horrible, it never answers my questions and i always have to dig to find a chat on zendesk that can help. It a big waste of time for me and my employees.
the second issue was the zendesk platform crashing last night and there were no alerts on our account and i had an employee covering chat and they were very upset about the crash. I was able to contact someone in this case and get an answer.
I just have to say that your chat bot is horrible, it never answers my questions and i always have to dig to find a chat on zendesk that can help. It a big waste of time for me and my employees.
Recommendations to others considering the product:
use the free month offer to make sure of what you need and don't need on the whole zendesk platform.
User friendly interface
What do you like best about the product?
The interface is quite minimalistic and user friendly compared to some other support software. This makes the experience for the end user more approachable. Being able to easily customise forms for different product/needs is great
What do you dislike about the product?
Reporting capabilities can be quite complex and tricky to achieve desired results without a good grasp of how things work in the background and what it's limitations are.
What problems is the product solving and how is that benefiting you?
Having ticket references and all the communication in a central location makes it easy for our customers and us to refer to particular issues. Zendesk guide allows us to publish knowledge base articles so our customers can find answers to some queries without having to log a ticket with us.
Easy to use for lower level professionals
What do you like best about the product?
The Zendesk support suite is excellent to use for somewhat experienced individuals who are capable of finding support across multiple channels within the network, as well as providing frequently asked questions to support candidates to find answers before start.
What do you dislike about the product?
The application is challenging to find one option without being routed to other websites when wanting to compare.
What problems is the product solving and how is that benefiting you?
Zendesk opens a multiple variety organizational application to cross reference and use at once.
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