Zendesk Suite
ZendeskExternal reviews
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Does the job for a good customer relationship
What do you like best about the product?
- language detection
- automation & triggers (chat & support)
- explore which can grab you a lot of data
- dynamic fields
- automatic tickets using Zapier (from external sources)
- automation & triggers (chat & support)
- explore which can grab you a lot of data
- dynamic fields
- automatic tickets using Zapier (from external sources)
What do you dislike about the product?
- the configuration between the different tools is not consistent. You never know where you have to figure things for the Chat or the Help Center; sometimes, you have to configure parts in Support.
- lots of old needs expressed by the community are still not available
- lots of old needs expressed by the community are still not available
What problems is the product solving and how is that benefiting you?
Gather all the history of a customer from several inputs (chat, mail, etc.) at the same place. It makes the relationship easier as it helps all agents to have a quick overview of the last customer's needs or issues.
its the best support service ticketing system that i have used since 2014, to me is great
What do you like best about the product?
Very agile, sharable, easy, fast, friendly
What do you dislike about the product?
some of the limitations in Help center desgin customizations, and prices for templates are really high
What problems is the product solving and how is that benefiting you?
light agents access, helped us bring other departments into our support, easier and faster process
Zendesk suite : all in one to manage your customer support
What do you like best about the product?
Zendesk suite is a complete set of products that allows you to manage your support by providing your customers a high level of information (Zendesk Guide) and different communication channels (Zendesk Support, Chat & Talk).
Zendesk Explore is also great for reporting on each of the zendesk suite products !
Zendesk Explore is also great for reporting on each of the zendesk suite products !
What do you dislike about the product?
Zendesk explore should be more easy to use, possibility to build requests that are not pre-saved instead of coding.
Also, the possibility to connect our business customers who uses zendesk to our zendesk support (and allow them to fill our customer fields) would be very nice to have.
Also, the possibility to connect our business customers who uses zendesk to our zendesk support (and allow them to fill our customer fields) would be very nice to have.
What problems is the product solving and how is that benefiting you?
I tried to add multiple languages to our Zendesk Guide but our posts didn't show up in the french interface.
Zendesk helped me to check why it was not working and now my issue is solved.
Zendesk helped me to check why it was not working and now my issue is solved.
Recommendations to others considering the product:
Just improve Zendesk explore as said before and also add the possibility to interconnect our zendesk to our customer zendesk solution without paying for more agents.
A standout system brining everything into one place
What do you like best about the product?
The system is really quickly to set up and get running, if you run into any problems the staff are incredibly helpful and happy to assist.
What do you dislike about the product?
Sometimes small things can require multiple steps.
What problems is the product solving and how is that benefiting you?
Zendesk is a great solution for dealing with our clients in a central location before we struggled with communication company-wide.
The best customer relation app.
What do you like best about the product?
You can easily share private notes across the organization.
You can easily track your tickets.
It offers so many ways to interact with customers.
It is very fast, and therefore you can quickly jump between items.
You can create triggers that come in hand when dealing with tickets.
It offers integration with other apps on Zendesk marketplace.
Ease of creating tickets.
Ease of passing tickets to other agents.
You can easily track your tickets.
It offers so many ways to interact with customers.
It is very fast, and therefore you can quickly jump between items.
You can create triggers that come in hand when dealing with tickets.
It offers integration with other apps on Zendesk marketplace.
Ease of creating tickets.
Ease of passing tickets to other agents.
What do you dislike about the product?
The feature of closing tickets is not yet efficient.
The phone app crashes so easily.
You cant prioritize requests.
The phone app crashes so easily.
You cant prioritize requests.
What problems is the product solving and how is that benefiting you?
Tickets are no longer being left unattended.
Teamwork is now boosted, which has increased our output.
Customers are no longer complaining of delayed responses.
Questions between agents are answered without needing another platform.
Teamwork is now boosted, which has increased our output.
Customers are no longer complaining of delayed responses.
Questions between agents are answered without needing another platform.
Recommendations to others considering the product:
If you are looking to make communication with your customers more effective and friendly, then I recommend Zendesk. It will give you a platform that will ease your communication and improve the customer support you give.
So long as it is the base off-the-shelf set-up, using Zendesk is useful to managing Support contacts
What do you like best about the product?
The customization to Ticketing disposition fields has proved invaluable. The Ticket Statuses themselves align well with how our Support team directly interacts with clients (or when an escalation is required).
What do you dislike about the product?
Integrations with other applications (3rd party or otherwise) has been hit and miss.
The change-up in some UI processes has been unnecessary. There are so many realms of improvement that could be introduced (just check out the community forums for ideas) and yet for functionality that already exists, Development cycles introduce a new way to go about the same thing. The SLA feature is also pretty weak and sometimes downright confusing. Some of the Canned reports are inconsistent on what metrics they pull, which doesn't make sense. There's no real built-in-tool glossory or definition to help truly understand. It's best guess or you have turn to the "community" or reach out to Support for help. Those are fine, but why not save me some time by having something directly in the tool I'm using?
The change-up in some UI processes has been unnecessary. There are so many realms of improvement that could be introduced (just check out the community forums for ideas) and yet for functionality that already exists, Development cycles introduce a new way to go about the same thing. The SLA feature is also pretty weak and sometimes downright confusing. Some of the Canned reports are inconsistent on what metrics they pull, which doesn't make sense. There's no real built-in-tool glossory or definition to help truly understand. It's best guess or you have turn to the "community" or reach out to Support for help. Those are fine, but why not save me some time by having something directly in the tool I'm using?
What problems is the product solving and how is that benefiting you?
We have found a way to share Support contact metrics and data utilizing EXPLORE's robust reporting capabilities. It was a bit of a learning curve for how it approached reporting differently from insights (and grossly inconvenient to have to migrate ourselves from one reporting tool to the other), but using some backwards development on some of the canned reports, we've been able to pull significant data from Support activity that we need to share with clients.
Recommendations to others considering the product:
It may require a little technical know-how and intuition if you really want to customize the experience for your agents and your community, but even if just pulling off-the-shelf, Zendesk is a very capable issue-tracking utility.
Its the Cadillac of support suites
What do you like best about the product?
Ease of use. The apps that we use via 3rd party through Shopify, its so helpful when there is also a ZD app to combine assistance in ZD on the program, such as Loyalty Lion. It reduces extra time of loading the page etc if not needed. I also LOVE the new Shopify upgrade which shows more order detail. Makes a MAJOR difference in the work flow. Additionally, internal notes are great. I like the on-hold function as well as setting up SLAs, that has been very helpful in times of high volume! Love to merge tickets together as well.
What do you dislike about the product?
The number one thing is the irony that they are a CS suite, yet they have poor customer service. It changed over the last 5 years, we no longer have a dedicated rep and it is basically impossible to get in touch w your account rep. It took literally months to even figure out who our new account rep was. It is also very pricey. That really turned us off with Zendesk. For systematic things; I strongly dislike that merging is unchangeable. If there is ever an accidental merge, it can't be undone, and when you merge two incorrect accounts, it will forever confuse agents and customers if the wrong person is getting the wrong email. Any workarounds there are well needed!!!!! I like Zendesk explore, but it takes a lot more to load and do to just get a simple report within Zendesk as we used to, such as agent ticket counts and tag reports. It takes longer via explore.
What problems is the product solving and how is that benefiting you?
Being able to handle multiple tickets from all directions (chat/voice/email/facebook/instagram) in one place makes customer service much more manageable with a team of 7 actively in there doing so many different things at one time. We love the benefit of using the answerbot to offer FAQs in email triggers and in chat. That helps to reduce some tickets for sure! More customization in the chat answer bot would be fabulous.
Recommendations to others considering the product:
Set up views to organize tickets
Set up SLAs to create catgories of priority
Configure phone to use if you'd like to make calls from cell phone
Lean into Answerbot as much as possible!
Set up SLAs to create catgories of priority
Configure phone to use if you'd like to make calls from cell phone
Lean into Answerbot as much as possible!
My review of Zendesk Support Suite
What do you like best about the product?
Being able to share a screenshot of my issue very quickly. It really enabled me to show the complication.
What do you dislike about the product?
The wait time would be the one thing I did not enjoy, but it was relatively short compared to other times.
What problems is the product solving and how is that benefiting you?
I can get issues solved quickly so I can move on with my day.
Zendesk has some great features, but does drop calls, not log tickets, and other issues with calls.
What do you like best about the product?
It is set up well with organization, it is intuitive to use, and generally works well, even with high volume.
What do you dislike about the product?
Zendesk does drop calls sometimes. I often have to restart it on my web browser to get the call function to work properly. Sometimes, the call function stops ringing, so you don't know that a call is coming in, or it just drops the call as soon as you pick up.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to communicate with our customer base to provide support on their orders and our services. It generally keeps things very organized and allows us to track who we have helped, the orders for those customers, and past communication with the customers.
Recommendations to others considering the product:
I would generally suggest it for Customer Support. It's easy to use and we do not face many problems with it.
Zendesk Review 07/27
What do you like best about the product?
I like the ability to keep an accurate database of past interactions with customers
What do you dislike about the product?
I dislike that there can be times where things are not loading properly
What problems is the product solving and how is that benefiting you?
It allows us to solve the issue with customer interactions and details from being scattered among all employees. We can act as a team and compile information together.
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