Zendesk Suite
ZendeskExternal reviews
6,537 reviews
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Overall solid Platform.
What do you like best about the product?
It worked great from a ticketing environment and was really helpful as we were a growing CX team.
What do you dislike about the product?
Not as Omni channel with every contact being a separate ticket for the team to handle. We had to have a lot of 3rd party apps and integration to take care of some things.
What problems is the product solving and how is that benefiting you?
Taking care of our cutomers when they reach out to our brand.
not bad at all
What do you like best about the product?
Easy to see how many emails are in queue
What do you dislike about the product?
doesnt count all email done, a bit difficult to track actual tasks being done.
What problems is the product solving and how is that benefiting you?
helps provide email support to members and track if we are within sla timeframe.
Many great features, several downfalls
What do you like best about the product?
The shared inbox is great to be able to ensure customers are getting rapid support and attention. We love the text feature so we can provide support via text.
What do you dislike about the product?
There is no control over suspended tickets. Even if you whitelist certain organizations, many very important tickets are in suspended. Even emails from zendesk.
What problems is the product solving and how is that benefiting you?
We like to offer customers the option to text their questions.
Too a few minutes, but helpful and polite.
What do you like best about the product?
Once I was connected to a live agent, the responses were fast and very helpful.
What do you dislike about the product?
The autobot was annoying and it took a few clicks to connect to a live agent. I had a very complicated question and the bot was confused
What problems is the product solving and how is that benefiting you?
They helped me understand how porting numbers with third parties work, what information I needed, etc. I learned!
Deprecates useful features with no explanation, Support is no longer very responsive or helpful
What do you like best about the product?
The Explore features provide a lot of functionality, although it does take a little while to learn the platform. I like being able to customize views, create macros, and other things that let me as an Administrator get a big picture of what is happening for the team. Being able to route messages from two applications, and a help center, and an email address is useful as well.
What do you dislike about the product?
I've used Zendesk for years (also at another organization) and they have a tendency to deprecate functionality that is widely used with no reasoning behind it or solution. The community is a lot of people offering the same feedback about how much they utilize something with no response from Zendesk. Occasionally they rethink a poor decision, but in many cases it feels like they don't factor in use cases when making changes.
Their support is also very lacking. I don't understand why they've switched to a "messaging" component but it's nowhere near as helpful as being able to email. With messaging, you wait for an agent to respond, and are then notified several different ways. I think the idea is that you could chat with them in real time, but that's never the case. The agent provides an update, you respond, and then it can be several days before it is acknowledged. In many cases I've had to re-explain myself several times just to make sure the agent actually understands what I'm trying to do, so the responses I get are not just delayed but not particularly helpful or relevant.
Their support is also very lacking. I don't understand why they've switched to a "messaging" component but it's nowhere near as helpful as being able to email. With messaging, you wait for an agent to respond, and are then notified several different ways. I think the idea is that you could chat with them in real time, but that's never the case. The agent provides an update, you respond, and then it can be several days before it is acknowledged. In many cases I've had to re-explain myself several times just to make sure the agent actually understands what I'm trying to do, so the responses I get are not just delayed but not particularly helpful or relevant.
What problems is the product solving and how is that benefiting you?
We need a single place to receive requests from customers in a HIPPA compliant manner, and to control the content that people see, so by requiring them to authenticate and set them up on the back end we can feel comfortable nothing sensitive is being shared.
Great for ticketing system, bad for call centre system
What do you like best about the product?
I love that it is relatively fast to get support or help with any issues you are having.
What do you dislike about the product?
Having to go through countless articles before getting anywhere!
What problems is the product solving and how is that benefiting you?
Daily bugs or question we may have.
Good but limiting.
What do you like best about the product?
I appreciate the ability to see past history.
What do you dislike about the product?
Good features for companies that dont need to customize their dashboard however very limiting once you are looking to optimize your processes.
What problems is the product solving and how is that benefiting you?
Reaching out to customers in an efficient matter.
We had to keep escalating our issue and finally a response saying that they didn't have a resolution
What do you like best about the product?
They have articles to support, chats good
What do you dislike about the product?
It takes a while to get help, the resolution time.
What problems is the product solving and how is that benefiting you?
Our chat function is experiencing missed chats, we have been given a resolution to try.
Great software, untrained salespeople
What do you like best about the product?
Good ticket management, nice portal for end users, decent support services, nice documentation
What do you dislike about the product?
Salespeople that do not understand the software. They overpromised in the sales cycle far beyond the capacity of the tool. In writing, so I succumbed and believed it. Purchased the upgrade and now don't have the functionality I need.
What problems is the product solving and how is that benefiting you?
Managing SaaS interactions with B2B clients.
Bad customer service (at least in LATAM)
What do you like best about the product?
I like that apps can be added to Zendesk to complement the tools.
What do you dislike about the product?
I don't like that you want to charge everything "separately" and that the customer service in Mexico and other LATAM countries is not the best. It makes no sense what you sell with what you offer.
What problems is the product solving and how is that benefiting you?
Have an omnichannel platform.
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