Zendesk Suite
ZendeskExternal reviews
6,542 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great support and knowledge base articles
What do you like best about the product?
There are a lot of options you have before upgrading to another plan, like add-ons!
What do you dislike about the product?
I wish their software to software Integrations were smoother. But that's not solely to Zendesk!
What problems is the product solving and how is that benefiting you?
Customer Support for a Yoga School! We get to our trainee's as quickly as possible, and our Zendesk is merged with Salesforce with an integration tool. It was difficult to set up; however, it is easier to see into a profile and assist even faster!
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.
Zendesk is incredibly powerful
What do you like best about the product?
Two things I love: #1 it is easy to use as a customer, as an agent, or as an admin, and #2 it is really powerful as I can connect with many apps from the marketplace or create my own ones
What do you dislike about the product?
A few features could be helpful, like the possibility of having a real pre-production environment. I would also love to have APIs for Explore.
What problems is the product solving and how is that benefiting you?
I manage the support I deliver to my clients : with this solution, I have a perfect tracking of all requests and my teams have a clear and up to date status
Easy and Efficient
What do you like best about the product?
It is easy to manage. What I liked about Zendesk is it allows you to link any online platform that prevents you from missing any vital information. Able to communicate with our customers both online and offline. An excellent tool for the entire team to communicate with each other.
What do you dislike about the product?
We still trying to familiarize the settings. It's complicated to set up and a large learning curve, and we are trying to find proper support but are unable to.
What problems is the product solving and how is that benefiting you?
It's complicated to set up and a large learning curve, and we are trying to find proper support but are unable to.
Quick + Efficient Service
What do you like best about the product?
The team got back to me very quickly via chat. I had to hop on a few works calls and was unable to chat. They replied understanding the situation and explained they would follow up with me via email.
What do you dislike about the product?
My only opportunity feedback is that finding the chat section was a little hard to find and was not exactly intuitive to find.
What problems is the product solving and how is that benefiting you?
My work emails in Gmail were not integrated into Zendesk Sell correctly.
Easy enough to get rolling, advanced features included if willing to pay.
What do you like best about the product?
Middle-of-the-road approach to easy-of-use vs. customization
What do you dislike about the product?
Feel like being nickle-and-dimed over feature costs. Also, if need certain additional features for just a few users, must buy feeature for all users. In addition, their support is hit-and-miss.
What problems is the product solving and how is that benefiting you?
Centralized support. Decent reporting (at least with Enterprise edition).
Recommendations to others considering the product:
Be prepared to make an investment if you want serious features.
A solution simple enough for the smallest team yet flexible enough for more demanding teams.
What do you like best about the product?
Zendesk configurations are seemingly endless and while a basic configuration can take minutes to set up and be ready to go, the flexibility and add-ons allow for each instance to be configured to meet the needs of your business. I have implemented Zendesk in multiple companies I have worked for directly as well as for B2B clients of those companies, we've connected it with proprietary systems as well as apps available from the marketplace. Each time the configuration was unique and the clients were left happy with a customized solution to their customer service needs. The Customer Advocacy team at Zendesk is fantastic, any time there is information to be shared they ensure to reach out as quickly as possible and inform us of what is going on, and in return, they are always open to listening to what is going on and what our needs are. They will take away feedback and come back with a solution, or if one does not yet exist they'll let you know the best workaround and try to get a more permanent solution onto their roadmap.
What do you dislike about the product?
There were some systematic opportunities I had with Zendesk for a long time, recent change however fixed almost all of them. If there were one opportunity for Zendesk, it would be to scale up so their roadmap wasn't so long. While their customer advocate teams are great at communicating new changes to the system and also are excellent at listening to feedback, the time the tech teams take to actually implement suggests that should come as out-of-the-box solutions can sometimes be quite lengthy. In the end, I have always just considered myself thankful that they do in fact listen to suggestions and get them on the roadmap when they understand their value to the Zendesk community.
What problems is the product solving and how is that benefiting you?
The biggest thing Zendesk offers us is an all-in-one solution, before we used Zendesk calls, chats and emails were in separate systems that did not talk to one another. With their recent implementations of the Agent Workspace and Focus Mode, it's now extremely easy for agents to gain insight into what a customer has previously talked to us about and anticipate where the conversation may go, all while remaining dedicated to that customer and avoiding distractions. Additionally, Zendesk has allowed us to have great success in driving self-service options keeping agents away from the easier questions, and free to dive into the more challenging customer service issues that really need our attention and dedication.
Recommendations to others considering the product:
We first shopped around for a new all-in-one customer service ticketing solution around 2015, at that time our options were between Zendesk and a few of the other major/traditional players in the contact center world, we also had a few of the newer companies that were working to stand out the same as Zendesk was. In the end, Zendesk checked all the boxes for us, my recommendation would be to do your research and truly evaluate whether any other solution is as flexible and dynamic as Zendesk has been for us. While other solutions might be able to do more/better in some areas, they are not worth the additional price tag that comes along with it, at least they weren't back then.
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.
A few hiccups but after some tweaking, a mostly automated process
What do you like best about the product?
There are a lot of tools that help automate the process of tickets from start to finish. Triggers are easy to setup and automating tasks such as macros are used heavily by my team. There's a lot of value in the ZenDesk Support Suite.
What do you dislike about the product?
A few missing features, such as scheduling functionality for triggers and webhooks. There is also an issue with the spam filter algorithm where a customer kept getting flagged as spam and suspended his messages. Even after recovering a few of them, the algorithm still kept flagging his messages as spam. The editor UI can be better as well. The formatting toolbar is to be desired. It's missing a lot of functions.
What problems is the product solving and how is that benefiting you?
We are using ZenDesk Support Suite to provide technical support on our products to our customers. If any issues arise or a feature request, they can write in to us and provide any information they have about it. Any new tickets get routed to a group. It's simple to setup alerts (email and Slack integration) for new tickets so that our engineers are alerted.
Very fast service
What do you like best about the product?
I am able to easily find data on Zendesk
Chat service is very fast
Chat service is very fast
What do you dislike about the product?
Not being able to send the rating button on Whatsapp but that is because customers chatting via their phone
And if you do create a follow up with the customer and send the re-rate link in the new email and they rate you good you would not be able to merge the two tickets to get rid of the original bad automatically
And if you do create a follow up with the customer and send the re-rate link in the new email and they rate you good you would not be able to merge the two tickets to get rid of the original bad automatically
What problems is the product solving and how is that benefiting you?
Whatsapp rate button
That we can not send the like or dislike to customers phone
That we can not send the like or dislike to customers phone
Recommendations to others considering the product:
N/A
showing 3,951 - 3,960