Zendesk Suite
ZendeskExternal reviews
6,542 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Zendesk Major Pros and Cons
What do you like best about the product?
Omni-Channel
Ease of use (with supported features)
Support is relatively quick to respond.
Ease of use (with supported features)
Support is relatively quick to respond.
What do you dislike about the product?
The UI for more in depth settings are a nightmare. Items are NOT laid out in an easy manner, and it will require you to google help documents, or contact their support. While support is polite, generally quick, and try to be helpful, unless it's something they directly handle they won't know and need to talk to another department.
Lack of customization. While they may let you use code to customize the help center, etc. Smaller items like the visuals of the chat widget, having multiple schedules for the chat (similar to business hours + holidays in general support), etc.
Lack of customization. While they may let you use code to customize the help center, etc. Smaller items like the visuals of the chat widget, having multiple schedules for the chat (similar to business hours + holidays in general support), etc.
What problems is the product solving and how is that benefiting you?
Once you make Zendesk "yours" with business rules, macros, custom (public/private) ticket views, etc. Zendesk brings you an easy to use (day to day) Omni Channel support product, that will let you stay on top of everything you deem important, which greatly increases CSAT.
Best Customer Support Software I have Used
What do you like best about the product?
View customization. I think this is the best strength of Zendesk.
What do you dislike about the product?
Not a downside but rather a room for development, but there could be notifications set for missed tickets(when an agent should come back to a ticket but forgets). Maybe this feature is already available but I am not aware of.
What problems is the product solving and how is that benefiting you?
We can combine many different type of problems with api's on one place. The biggest benefit is saving time.
Good system for a support team and very easy to use and manage
What do you like best about the product?
Zendesk is very easy to use and customize, this is great when you need to start to use it and was the first time, you can be ready to start in one day if needed. The interface is user friendly and that is an advantage for people need to use, a short training and let's go.
You can use different canal like talk and email but chat or what'app too.
The help center is a good tools for internal and/or external user, again very simple to use.
If you take option for reporting call "Explorer" it's power full, can do a lot of thing , even if need more time to learn, not so complicate.
Third party module can be install and link on Zendesk, this is great for improve Zendesk wkeakness like survey system, I use a third party app make the job well.
You can use different canal like talk and email but chat or what'app too.
The help center is a good tools for internal and/or external user, again very simple to use.
If you take option for reporting call "Explorer" it's power full, can do a lot of thing , even if need more time to learn, not so complicate.
Third party module can be install and link on Zendesk, this is great for improve Zendesk wkeakness like survey system, I use a third party app make the job well.
What do you dislike about the product?
Some logical functions are missing and this is a pity, like export and import your article from Help center this is not possible.
Or if you talk and get a voice menu with some option, you cannot get an option to say press 1 if you don't want your call is record or wait for continue, you need to force the customer to select an option, mean press 1 if you don't wish to be record and press 2 if you agree.
The survey system is so limited, only can say like or dislike, when standar of industrie is NPS, this old system is very limited.
And small thing like that, for a tools exist for longtime, this is bad to see they don't really wonder implement important request, even if check the website topic when face an issue, I see always some request done 3 years ago or more but nothing change from that time. And the way to find help is poor from this system, I feel an official forum maybe can improve.
Or if you talk and get a voice menu with some option, you cannot get an option to say press 1 if you don't want your call is record or wait for continue, you need to force the customer to select an option, mean press 1 if you don't wish to be record and press 2 if you agree.
The survey system is so limited, only can say like or dislike, when standar of industrie is NPS, this old system is very limited.
And small thing like that, for a tools exist for longtime, this is bad to see they don't really wonder implement important request, even if check the website topic when face an issue, I see always some request done 3 years ago or more but nothing change from that time. And the way to find help is poor from this system, I feel an official forum maybe can improve.
What problems is the product solving and how is that benefiting you?
Help us to manage the support offered to our customer with daily request. We manage before sales question and after sales support, so everything in one tools.
Recommendations to others considering the product:
If you looking for something easy to set, customize and use, this is a great tools can probably reach almost all your need without be a advance administrator with experience, but for reporting if you need something dedicate to you, then be ready to invest time as powerfull tools but need to learn.
Pleasant experience and amazing support
What do you like best about the product?
I really appreciate immediate contact. I filled the contact form and within few seconds I got a call from Sales. That is really nice experience. What I really like are questions about my needs and preferences. That is what is needed. I got exactly the product I needed. also this is not only pre-sales attitude but also after-sales support is amazing. Immediate answer to questions and many ways of contact (chat, phone, community). I recommend Zendesk to everyone. Also it offers a wide variety of functions, and you do not have to use different tolls for reports or help center. Also The feature of multilingual support is a thing which is missing in other programs. Zendesk is a pioneer in this topic. You can create multiple pages for different languages and provide flawless customer experience. This also has positive impact on you company sales. I would say that Zendesk is a must have for a company which has to contact with clients especially B2C. However, multibranding they offer is also a good thing. You can create pages especially for departments or different clients. That is very useful when you have either a VIP customer or similar.
What do you dislike about the product?
The only thing which you can complain is pricing. But I understand that for good quality you have to pay. Therefore I can really complain. The product is great. It is very hard to find a thing which may be negative but if I would have to complaint about one more thing it would be that under one subscription there can be only one admin. I would like to pass my admin functions to my colleague. It is sometimes annoying that you go for holiday and you can't temporarily pass the ownership.
What problems is the product solving and how is that benefiting you?
So we got all different types of questions and queries. Zendesk allowed us to provide incredibly good support to our clients as well as improvement in our KPI's. We can see general improvement in CSAT and NPS. Also the Zendesk is offering a wide range of different addons and apps you can install. This is also a thing you can use to improve your business.
Recommendations to others considering the product:
If you are wondering if you should get a Zendesk suite do not wait it is the best product available currently on the market.
Very good software, would like to learn more about Zendesk, have signed up to use in my business.
What do you like best about the product?
havent really had much expereince on using zendesk properly, as i am a new user and still learning everything about zendesk, would love more help and assistance if possible?
What do you dislike about the product?
havent come across anything yet, so might update at later time
What problems is the product solving and how is that benefiting you?
using as a customer service tool, to catputre custoemr data, call details, create and link CSAT AND NPS surveys if possible?
support team was fast and efficient
What do you like best about the product?
very quick response from the support team
What do you dislike about the product?
There is nothing to dislike about the service
What problems is the product solving and how is that benefiting you?
I use zendesk in education industry to resolve the tickets coming from clients staff and students
The best of the best for customer support
What do you like best about the product?
Really like all the features for helping customers, the use of ticket prioritization, macros and the chat feature is very helpful to deliver great customer experience.
What do you dislike about the product?
Nothing actually, most stuff works as it should. The outbound call dial pad should be updated a little to make it easier to make calls backs.
What problems is the product solving and how is that benefiting you?
Resolving repetitive and similar problems and questions and ZD helps to make that easy while being able to add human personalization and real support at scale.
Had an issue with downloading files off the system and it was resolved within an hour and 30 minutes
What do you like best about the product?
I was given feedback every 15 minutes till the issue was resloved.
What do you dislike about the product?
It took too long for a support agent to get to my initial support request.
What problems is the product solving and how is that benefiting you?
We are now able to offer a 24 Hour response time to our clients and track every employees efficency when responding to our clients.
Recommendations to others considering the product:
Do your research first as there are a lot of cheaper alternatives, however Zendesk is pretty much the gold standard.
Functional and easy to use
What do you like best about the product?
It's great that apps are integrated into the ticket view, so I can easily access the customer's account information. The views are well structured and easy to navigate.
What do you dislike about the product?
Sometimes you don't see that someone else is also working on the ticket until they submit the update/ response to the customer.
What problems is the product solving and how is that benefiting you?
It's a great way to communicate with our customers. I can see almost everything I need to solve the issue, eg.: the customer's profile, the email thread, their previous tickets with us, etc.
Our chat and phone apps are also built-in, so we can support them on all channels.
Our chat and phone apps are also built-in, so we can support them on all channels.
A well thought out and helpful piece of software
What do you like best about the product?
The layout is very user friendly and easy to learn. I've also found that the learning paths provided by Zendesk are more than useful in learning the software.
What do you dislike about the product?
Some of the terminology is confusing, and it can be a little backwards to get things set up exactly the way you want it.
What problems is the product solving and how is that benefiting you?
Ticket tracking and customer information.
showing 3,991 - 4,000