Zendesk Suite
ZendeskExternal reviews
6,546 reviews
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Excellent articles knowledge base
What do you like best about the product?
I love Zendesk for its easy editing on the backend. It makes it simple to add articles that we need and to update them as well. I've also found Zendesk's support to be quick and efficient. We have not used the ticketing function, but it is good to know that is a capability as well.
I also love that users can be segmented and given permissions. We plan to use this functionality for a second Zendesk website for our staff.
I also love that users can be segmented and given permissions. We plan to use this functionality for a second Zendesk website for our staff.
What do you dislike about the product?
One downside to Zendesk is that there is not much data built into the website itself. I've circumvented this by using Google Analytics for data, but it would be nice to have built-in analytics and reporting more easily accessible within the Zendesk suite.
What problems is the product solving and how is that benefiting you?
We are solving the problem of housing lots of Q&A pdfs on our website that get easily outdated and needed constantly fixed or reuploaded. Now, we have all question and explanation content housed on one site, in one easily searchable area. The benefits are that this takes much less time to upkeep and it creates a more professional and cohesive look. It's also incredibly easy for people to access and ask whatever question about our church that they might have.
Recommendations to others considering the product:
Consider how you can utilize the many functions of Zendesk to streamline your organization's communication—either internally or extnerally.
Expensive but otherwise worth it
What do you like best about the product?
I like that Zendesk meets most people's standards for a help desk. For example, Twitter DMs, emails, texts and calls, etc. These are things that most businesses need from a help desk.
What do you dislike about the product?
It's expensive for most businesses, especially since they halfed things like the startup program. Now you only get 6 months instead of 12. It's also expensive because of themes. Making your brand consistent wherever you are is very important, and therefore, installing a theme is most people's priority. However, themes are in the expensive range costing $200-$300. Just to make the help center "look good" without technical knowledge. Since, then, I've had to cancel my plan as it didn't prove useful to me.
What problems is the product solving and how is that benefiting you?
Customers would send emails to the company email, and Zendesk helped fix that. The benefit bring that now, these requests are managed as support tickets.
Recommendations to others considering the product:
Keep track of the bill and try to get a free trial or credits. Get a programmer to make a theme for your help center.
The support representative did their best to help with my agent collision issue.
What do you like best about the product?
I really love the live chat function. The ability to talk to a real person is less frustrating than having to go through and search for an answer on my own.
What do you dislike about the product?
I dislike how difficult it is to find how to get a live chat representative. I had to search in a forum in order to find out how to use the live chat support feature.
What problems is the product solving and how is that benefiting you?
The problem that we were having was the agent collision function was not working because of an app update that happened over the weekend.
Recommendations to others considering the product:
Zendesk is helpful to those that need customer experience software that supports multiple brands.
Gets the Job Done
What do you like best about the product?
I think their customer support has been great during our experience. Zendesk is pretty overwhelming and complex but I feel confident that their support team can either fix an issue i'm having or at least they acknowledge the short comings of the platform and offer alternative strageties to reach my objective.
What do you dislike about the product?
For a small business, a lot of the upgrading levels have maybe 1 or 2 features we would love to invest into but you need to upgrade your entire team to an entire new premium level which isn't worth it. I would ask Zendesk to allow more customization and access to single features that businesses might want.
What problems is the product solving and how is that benefiting you?
Customer Support and Self-Service support for customers via our help center.
zd review reblaze
What do you like best about the product?
logic of things in the design of the sysyem
What do you dislike about the product?
lack of basic capbilities, user management, license limits, need of the use of extetnal apps/programing skills.
What problems is the product solving and how is that benefiting you?
tickets, bugs, frs, user mangment, reporys
Recommendations to others considering the product:
excersice charts of design prior to implementation
Zendesk is incredibly customizable and has a ton of functionalities, but takes a long time to learn
What do you like best about the product?
I have used zendesk at multiple companies and I love that I can alter it's functionalities to fit my specific business needs.
What do you dislike about the product?
It takes a lot of effort to learn, it is not intuitive so my agents do not pick it up easily. When I have issues or need help, support takes weeks to get back to me because they are always backed up.
What problems is the product solving and how is that benefiting you?
The automation aspect of Zendesk is great. I am able to optimize efficiency within my team and keep head count down.
There are a lot of add-ons and apps that can integrate with zendesk, which helps my CX team work cross-funcitonally.
There are a lot of add-ons and apps that can integrate with zendesk, which helps my CX team work cross-funcitonally.
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.
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