Zendesk Suite
ZendeskExternal reviews
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Helping us power through at Powernoodle
What do you like best about the product?
the chat is easy to use and has been very effective in keeping connected to the public
What do you dislike about the product?
When the chats end, they come through to our inboxes with a 4 hour time difference. Twice I have put in a request/complaint and have been told this is the way it is basically
What problems is the product solving and how is that benefiting you?
if anyone is finding a defect or problem in usage or forgets their training. also, Sales inquiries come through this.
Recommendations to others considering the product:
good value
User friendly platform but technical service dismal
What do you like best about the product?
The platform is very easy to use and we had quick uptake with it. The smartlists are super easy to work from, the adaptations easy to implement.
What do you dislike about the product?
From the platform itself, there is not much to dislike - we use the old BASE platform, however so we don't know what the Zendesk platform is like. The only challenge on the platform is we can't set our sales goals to financial year, just calendar year so that part is useless to us.
On the service side, expect to only communicate digitally with problems; no one has a phone apparently. And also, expect long wait times - our last issue took 10 days to get a valid response. It is frustrating not to get direct service and be directed to self-help - we don't have the time to go on fishing expeditions.
On the service side, expect to only communicate digitally with problems; no one has a phone apparently. And also, expect long wait times - our last issue took 10 days to get a valid response. It is frustrating not to get direct service and be directed to self-help - we don't have the time to go on fishing expeditions.
What problems is the product solving and how is that benefiting you?
It's great for customer management and both customer and internal communication.
More Zen for your Desk
What do you like best about the product?
The interface is very user friendly, and very smooth and pleasing to the eye. I feel like these are very important things for a website such as Zendesk to have.
What do you dislike about the product?
Customization of themes and colors could be improved, I'd love to see a red and black dashboard
What problems is the product solving and how is that benefiting you?
I am working with patients and providers for an east coast chain pharmacy, and I process any and all requests regarding refills and prescriptions. Having all of these things so easily in one place and so conveniently accessible is definitely a benefit
Essential for our business!
What do you like best about the product?
I love that there's so much customization available. From macros to triggers to reports, I love that you can truly make your Zendesk instance your own!
What do you dislike about the product?
Because there are so many options available, it can be challenging to know what features you're not using correctly or what apps/reports you should be utilizing. Because there are so many different connections to apps and customized reporting options, it can also be challenging to get support to specifically address your needs. I understand the reasoning for this, just tough when you need help!
What problems is the product solving and how is that benefiting you?
The most obvious is that it helps us to interact with our customers seamlessly. This helps drive both sales and reduce member churn. Zendesk also helps us identify what problems we need to solve because of its ability to report on our interactions (or missed interactions). These insights allow us to pivot and change our strategy as needed.
Great support
What do you like best about the product?
great features, ease of use, guide, and self-service feat
What do you dislike about the product?
Chat support appears to have more experienced reps in comparison to email.
What problems is the product solving and how is that benefiting you?
Triggers
Quick Response!
What do you like best about the product?
I like that the interface is very clean, and that multiple people from my company can use this platform for emails all at the same time.
What do you dislike about the product?
The time "updated" column for tickets does not always seem accurate?
What problems is the product solving and how is that benefiting you?
The problems I am solving are general customer concerns about their orders.
Zendesk Support Suite, a great way for managing all your users
What do you like best about the product?
You can do the system settings in a couple of days and start to respond to your users!
The response time of Zendesk support is speedy; they give us a lot of information to resolve the problem.
The response time of Zendesk support is speedy; they give us a lot of information to resolve the problem.
What do you dislike about the product?
Sometimes all option that zendesk offer can be a problem, but if you check the guide you can find the solution.
What problems is the product solving and how is that benefiting you?
Zendesk support help us to respond at all information request and do this fast and accurate
Clean and easy to manipulate!
What do you like best about the product?
The simplicity of the system. I am not a coder by any means but I was able to onboard the system in 60 days for a BRAND NEW team.
What do you dislike about the product?
Since it is very simple, there are some modifications I cannot connect to our daily struggles with consumer affairs. Ticketing system is great but the fulfillment piece is quite bare.
What problems is the product solving and how is that benefiting you?
efficiency and transparent data
Recommendations to others considering the product:
Be prepared to have a vision of what you want in a system. Map out your data stream and processes as this system is not built for you. If you pay extra, you have obtain support in the build and the dev's are awesome to work but it can be costly.
it's very frustrating, each piece feels very disconnected and there are a lot of missing features
What do you like best about the product?
there isn't anything about zendesk that i particularly "like," i feel like everything is mediocre / could be better
What do you dislike about the product?
everything is so disconnected. you advertise an "omnichannel experience" with agent workspace, but that doesn't include SMS and requires outside integrations for everything else anyways.
there are so many essential features that are missing, and when i find feature requests in the forums, they're all from years ago with no recent updates from Zendesk.
there are so many essential features that are missing, and when i find feature requests in the forums, they're all from years ago with no recent updates from Zendesk.
What problems is the product solving and how is that benefiting you?
we use it to communicate with customers and provide customer service, not sure what else i can say about that lol
Zendesk Review
What do you like best about the product?
I love how you can tie it all together, KB,- tickets and chats.
What do you dislike about the product?
I need to have an external API call for real-time monitoring so I can display on reader boards.
What problems is the product solving and how is that benefiting you?
Live chat
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