Zendesk Suite
ZendeskExternal reviews
6,542 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Using Zendesk Support Suite as a team lead
What do you like best about the product?
The intuitive and detailed options for reporting and the easy overview of tickets to be done and SLAs through the views. Also whenever experiencing an issue their support team assists in a quick and helpful manner.
What do you dislike about the product?
I really miss a feature automatically reassigning tickets from agents not on shift as well as reminding agents of SLAs on their tickets.
What problems is the product solving and how is that benefiting you?
All kinds of issues ranging from account related, over gameplay to purchases.
The Many reasons why you choose Zendesk
What do you like best about the product?
Live Chat support matters! A well thought out interface, quiet company that gets the job done. Solid programming, not a new hype on the block. Real people answer your setup questions.
What do you dislike about the product?
Could use some color! Speed is fine, stable.
What problems is the product solving and how is that benefiting you?
Sales for us, it's critical, and I've used Z Sell with many clients, it saves money as we don't have to hire more bodies.
Easy to use for multi support team collaboration
What do you like best about the product?
Zendesk Support allows our teams to easily collaborate across several specialties and working shifts with easy ticket reassingment. Ticket movement can be done manually or automatically using business rules.
What do you dislike about the product?
Zendesk has easy to pull metrics for ticket management but I wish there were some additional standard data elements to capture without the use of custom code. One example is time spent with each agent or in a particular status without using any additional time tracking apps.
What problems is the product solving and how is that benefiting you?
Zendesk Support has allowed us to identify the areas of our platforms that generate the most questions. We are using this data to get ahead of these questions and improve our user experience.
Came from Zendesk, went back to Zendesk
What do you like best about the product?
The simplicity is what I've always been a fan of. Everything is there in one place. I don't have to open multiple tabs to see all ticket history. Its provided on the right-hand side.
What do you dislike about the product?
What I don't like is not being able to text a member from the same Zendesk email ticket and not having a clear-cut way of seeing how many tickets an agent has touched as a whole (pending & solved).
What problems is the product solving and how is that benefiting you?
Customer concerns and credit card disputes are what we use Zendesk for the most. The beauty of Zendesk is that I have all email communications in one spot, which is super helpful when filling out credit card dispute forms.
Long time Zendesk User
What do you like best about the product?
Zendesk Support Suite is still the best in the game. Having recently explored other options, it was clear that the functionality of Zendesk and their open API is key to their wide adoption rates and stickiness.
What do you dislike about the product?
Wish they were faster to implement feedback.
What problems is the product solving and how is that benefiting you?
We are solving over 7k tickets per week from all of our customers across all channels with the Suite.
Recommendations to others considering the product:
Absolutely go with Zendesk Support Suite over other current competitors. It's the clear leader in the space.
More limitations than other ticketing systems
What do you like best about the product?
Clean interface, not a lot of clutter, easy to use
What do you dislike about the product?
Very limited workflows, no way to forward emails to existing tickets, limitations on scheduling
What problems is the product solving and how is that benefiting you?
This tool helps us quickly respond to our customers and manage our low volume of tickets
Great experience
What do you like best about the product?
We did a lot of investigation before starting with Zendesk and we dont regret it. It checks all the boxes for us and support is awesome.
What do you dislike about the product?
Sometimes it looks too complicated for an average user. we are a small company and dont need most of the advanced options but for some that we do need, a professional plan is required
What problems is the product solving and how is that benefiting you?
The biggest issue is not being able to reply to all (including cc'ed emails) in a ticket
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.
Good but definitely could be better
What do you like best about the product?
The fact that you can add what you need and leave what you don't. The marketplace and consistent addition to it. The amount of knowledge content, webinars, training, etc.
What do you dislike about the product?
When new features are added they always feel half done or just a really base version of the feature. We sign up for most EAPs (Agent Workspace, Messaging, Context Panel, Adv AI) and end up not using the feature until years later because it's so sparse, has major bugs, or doesn't have the features necessary to support our users.
Also, anytime I have reached out to support or one of my peers has reached out to support, we've left feeling very frustrated and wondering how the top Customer Support platform has bad support
Also, anytime I have reached out to support or one of my peers has reached out to support, we've left feeling very frustrated and wondering how the top Customer Support platform has bad support
What problems is the product solving and how is that benefiting you?
The obvious one is customer retention. We use Zendesk to manage all customer requests from basic questions to respond to app reviews. We also use it for our legal compliance team to communicate with law enforcement, social care, understanding feature requests, and possible product improvements, port-in/out requests, and more
Intuitive Experience
What do you like best about the product?
I love how easy it is to set it up. Zendesk pretty much works out-of-the-box. I also love the amount of customisation available as an admin. The documentation is also pretty solid, which is a rare gem in this industry. Lastly, it was easy to get support when we need it. I had an unique use-case and couldn't find an answer in their support FAQ, but the live chat was superbly helpful. Their answers were timely and their speedy turnaround is impressive.
What do you dislike about the product?
Some of their support pages are outdated. For example, I was trying to find an answer to a question that people have asked before (https://support.zendesk.com/hc/en-us/articles/115005198547). I was relieved to see other people asking a similar question but disappointed when I scrolled till the end to note that there's no proper resolution. I ended up contacting their live support to resolve the issue. It's a minor gripe, but they could have avoided it if they frequently update their support pages.
What problems is the product solving and how is that benefiting you?
We wanted to have an effective ticketing system that we can deploy quickly. It has to be reliable and intuitive. Zendesk ticked all the checkboxes. It's a familiar name in this space and we are heartened to see many big companies using it as well. That good track record is important to bolster our confidence on its reliability and user-friendliness. We are happy to report that it did not disappoint in those two aspects.
showing 3,961 - 3,970