Zendesk Suite
ZendeskExternal reviews
6,542 reviews
from
and
External reviews are not included in the AWS star rating for the product.
It's great how Zendesk provides businesses with the ability to drive connected customer experiences
What do you like best about the product?
The connected customer experience capabilities to support omni-channel and the enhanced capabilities brought into the fold through the acquisition of smooch/sunco
What do you dislike about the product?
The complexity involved in building reports using explore and custom metrics and custom fields.
What problems is the product solving and how is that benefiting you?
Build a bit once and deploy across many messaging channels
Really awful service. 0 stars.
What do you like best about the product?
I like literally nothing about Zendesk Support Suite.
What do you dislike about the product?
I have been going around in circles for almost a month; nobody has resolved my issue. I'm just passed from team to team with nobody overseeing this. Slow replies. The account Manager doesn't reply to emails promptly, nor does she have any way to contact them besides email. I am beyond frustrated and our company is about to walk away from Zendesk products overall, having used them for years. I keep asking for the issue to be escalated, but nothing. Really don't bother with Zendesk - they truly are awful if anything goes wrong.
What problems is the product solving and how is that benefiting you?
I have been going around in circles for almost a month; nobody has resolved my issue. I'm just passed from team to team with nobody overseeing this. Slow replies. The account Manager doesn't reply to emails promptly, nor does she have any way to contact them besides email. I am beyond frustrated and our company is about to walk away from Zendesk products overall, having used them for years. I keep asking for the issue to be escalated, but nothing. Really don't bother with Zendesk - they truly are awful if anything goes wrong.
Zendesk Support
What do you like best about the product?
Zendesk provides detailed information which are relevant to solving the issue.
What do you dislike about the product?
When there are many users asking, Zendesk takes a while to respond back.
What problems is the product solving and how is that benefiting you?
To have a live chat on our website. We realize the importance of having a live chat and a clean inbox.
Useful features, generally stable, but clunky search and archive functions
What do you like best about the product?
I can easily record and consolidate all phone, text, and chat correspondence under a single customer account. It's relatively easy to look at former correspondence at a glance and know who the customer has spoken to before and when.
What do you dislike about the product?
The search function is very often useless, especially when searching phone numbers. It doesn't recognize the same phone number if different spacing or parentheses are used or if a +1 is on the front or not. Sometimes names don't come up even when searched in precisely the same format as is on the account.
What problems is the product solving and how is that benefiting you?
We're using Zendesk for all communication with our customers. We're taking notes on interactions and storing alternate contact information when we need to follow up on issues.
Zendesk Support Review
What do you like best about the product?
Zendesk Support Suite is great because it integrates chat, email, and talk into one user-friendly interface. I like the ease of use and particularly enjoy macros. Our company relies heavily on them.
What do you dislike about the product?
Some of Zendesk's features can be glitchy. The suspended ticket feature doesn't always work the way it should. It also archives and deletes some tickets after a specific period of time and you can never see them again, but tickets older than the ones you're after may still be available. I don't understand why that happens.
What problems is the product solving and how is that benefiting you?
We have been able to integrate our customer support solutions into one interface. We manage multiple brands and we can control them all from one simple login.
Recommendations to others considering the product:
It's a great solution that has a lot of features it's competitors do not. It's particularly awesome if you have multiple brands!
It is very easy to navigate.
What do you like best about the product?
The ease of filling customer information and keeping everything simple to navigate
What do you dislike about the product?
Sometimes I have issues merging contacts if the email or phone number is being used
What problems is the product solving and how is that benefiting you?
Helps keeping customer information accessble
Live support chat help
What do you like best about the product?
I used the live support chat help option. It was quick and easy, I got in touch with an agent within minutes and got my questions answered. They were super helpful and made sure all my questions and concerns were acknowledged before closing the ticket.
What do you dislike about the product?
The only downside is having to type out my questions. Sometimes it can be harder to type than it would be to explain on the phone.
What problems is the product solving and how is that benefiting you?
Typically questions around ticket filtering and triggers.
Recommendations to others considering the product:
Worth it, especially while still familiarizing yourself and company with Zendesk.
Zendesk is Both My Favorite and Most Frustrating Tool
What do you like best about the product?
I love the ability to customize Zendesk with triggers and automations. Complex workflows and problems can usually be broken down, analyzed, and solved using the tools at hand without having to be a developer.
What do you dislike about the product?
There are big flaws and limitations that Zendesk knows about and customers have complained about for years. It's frustrating to know that they know this, but nothing has been changed. At the same time, it's understandable that some things are just not feasible, but the limitations are still frustrating.
What problems is the product solving and how is that benefiting you?
Support has taken charge of issues that are both simple and complex for us. We don't have to frequently use them because answers can be found in the community, but when we do, it's escalated quickly and they stay in touch until it's resolved.
Very helpful support
What do you like best about the product?
The support staff were able to identify the exact line in an API call that was preventing a trigger from firing off
What do you dislike about the product?
The wait time could be improved. When joining live chat for support I was put in a queue of 16 others
What problems is the product solving and how is that benefiting you?
I am trying to troubleshoot a list a of triggers that help automate our internal support
Recommendations to others considering the product:
Understand the context of your issue. Be prepared to explain what you are trying to accomplish, what steps you have taken, and what is preventing you from accomplishing that goal.
Quick and detail replies which really helped sort out the issue at hand!
What do you like best about the product?
Really simply and easy to follow instructions
What do you dislike about the product?
It did take a bit of time to find where to reach out to the Zendesk support team. I tried calling this morning
What problems is the product solving and how is that benefiting you?
The issue was with my account itself and being able to use the phone feature.
showing 3,871 - 3,880