Zendesk Suite
ZendeskExternal reviews
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Good Basic-to-Medium Functionality, Shortcomings for Complex and Large-Scale Setups
What do you like best about the product?
The rule setting is very powerful with triggers and automations. It's also easy to scale ticketing workflows to larger teams.
What do you dislike about the product?
There are a lot of shortcomings in many of the features, meaning that there is frequently some desired function that is missing or inadequate. Often times you'll see feature requests from on Zendesk's support site that were submitted years ago, but still remain unresolved. This becomes more troublesome as your setup grows and becomes more complex.
What problems is the product solving and how is that benefiting you?
We solve our customer ticketing needs with ZD Support.
Zendesk: Good start
What do you like best about the product?
Lots of good things to use with the basic package.
What do you dislike about the product?
Too many screens that have to be opened in order to do various functions. Keep it all in one window or interface.
What problems is the product solving and how is that benefiting you?
Basic help needs. Benefits are easier information divulgence.
Decent Product, Good Support
What do you like best about the product?
The support options are well designed (excluding phone support which doesn't ever seem to connect with anyone). The Chat responses are reasonably quick, and email responses are articulated clearly.
What do you dislike about the product?
The lack of phone support, and their KBA is hard to use effectively.
What problems is the product solving and how is that benefiting you?
Zendesk handles all of our ticketing, email, and chat support.
Well created products, lack of personal approach
What do you like best about the product?
The products are great, a lot of options to use for the Customers crm and support
What do you dislike about the product?
when I open the chat and ask question I will most likely get an article that should help me to find the answer to my questions - sometimes I am so busy and just would like to get an answer . and fast.
What problems is the product solving and how is that benefiting you?
We use it in order to handle all our clients queries
Solid Support Suite
What do you like best about the product?
Thoughtful features. Helpful support. Good documentation.
What do you dislike about the product?
When I merge tickets I wish I could browse tickets to merge isntead of having to know the ticket number.
What problems is the product solving and how is that benefiting you?
Centralize support requests.
Zendesk Support
What do you like best about the product?
The integration of various social media platforms eased our agents' load on having to check through different tabs/platforms for customer inquiries.
What do you dislike about the product?
I often had to search for my own answers because the articles on Zendesk are inaccurate/updated. Some of the agents informed incorrect information too. Many restrictions just because we are on a lower plan. E.g.: just to set operating hours requires us to upgrade our plans.
What problems is the product solving and how is that benefiting you?
Exporting reports. Generating automated response to tickets created by requester past company's operating hours. Needing to fix Zendesk Benchmark, but I was told to upgrade my current subscribed plan, again.
My experiece with a trial Zendesk Support and Sell account
What do you like best about the product?
The robust features of Zendesk support - I especially liked the custom FAQ sections that I could create.
It is also very helpful that I am able to merge all my customer interactions onto one platform, and to be able to tag different conversations with different help topics.
We have had trouble finding a platform that could manage our Business Whatsapp, business email, website based chat program as well as social media platforms - Zendesk thankfully does that all in a relatively simple and straightforward interface.
The other thing we found very helpful in this exercise was that the support team for Zendesk is very good and responsive - definitely represents the product and brand well.
It is also very helpful that I am able to merge all my customer interactions onto one platform, and to be able to tag different conversations with different help topics.
We have had trouble finding a platform that could manage our Business Whatsapp, business email, website based chat program as well as social media platforms - Zendesk thankfully does that all in a relatively simple and straightforward interface.
The other thing we found very helpful in this exercise was that the support team for Zendesk is very good and responsive - definitely represents the product and brand well.
What do you dislike about the product?
I encountered a few UI/UX bugs and website bugs - mostly to do with renewing my trial account.
When my Zendesk sell account expired, it kept auto-directing me to a subscription renewal page, even though my Zendesk Support trial was still active.
My colleagues and I find the price of extra agent accounts quite expensive, for a startup business we are struggling to justify having more than one agent per account at the moment. The price is even more daunting considering we might want to upgrade to the higher plan as well, which would mean extra cost from the plan but also the number of agents we can have on.
When my Zendesk sell account expired, it kept auto-directing me to a subscription renewal page, even though my Zendesk Support trial was still active.
My colleagues and I find the price of extra agent accounts quite expensive, for a startup business we are struggling to justify having more than one agent per account at the moment. The price is even more daunting considering we might want to upgrade to the higher plan as well, which would mean extra cost from the plan but also the number of agents we can have on.
What problems is the product solving and how is that benefiting you?
I was merging all my business's customer interface into one platform. We were facing the problem of having to manage too many different platforms.
The ability to create an interactive FAQ is great.
The ability to create tickets and tag them to specific topics is very helpful too.
The ability to create an interactive FAQ is great.
The ability to create tickets and tag them to specific topics is very helpful too.
It is good, but there are things I wish existed on the product
What do you like best about the product?
I like how it connects to multiple areas
What do you dislike about the product?
It doesn't allow for very much customization, which would be beneficial, like allowing agents to select certain chats to answer rather than having to answer in a queue.
What problems is the product solving and how is that benefiting you?
Quick responses for clients and being able to track reporting and responses has been really nice
Recommendations to others considering the product:
Decide what you want to offer, there are other competitors that offer a lot that will work well depending on what is wanted
Frustrated Start-Up
What do you like best about the product?
Visibility to all of the tickets and ability to go between tickets quickly
What do you dislike about the product?
There are a lot of capabilities but someone internally needs to do all the configuration with just articles to guide. Some of the more advanced configurations lack easy implementation.
What problems is the product solving and how is that benefiting you?
Tracking issue types is thorough and flexibility of tags allow for creative tracking.
Getting better but still has a way to go
What do you like best about the product?
Frequent product improvements show the Team are looking to improve the software. Very customisable ticket fields.
What do you dislike about the product?
Reporting (Explore) is not intuitive. Simple formatting issues such as hyperlinking not possible in Chat. Support tickets do not automatically appear in the 'Views' without manually refreshing the page.
What problems is the product solving and how is that benefiting you?
Technical support.
Recommendations to others considering the product:
Takes some time to set up. Not as user-friendly as other software such as Intercom.
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