Zendesk Suite
ZendeskExternal reviews
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At first it's as shallow as a pond, but soon it's as deep as an ocean. Full of features!
What do you like best about the product?
The immense pool of features and reporting is useful for those switching from ticket systems like Hubspot.
What do you dislike about the product?
Confusing to learn at first, but the learning curve isn't too steep once you get into it.
What problems is the product solving and how is that benefiting you?
We use the chat and ticket features to help organize our customers and aid them in using our software to it's fullest potential.
All in one - Excellent package
What do you like best about the product?
Everything can be distilled into one area, providing support across a multitude of channels, whilst having automations and triggers than can work to your needs
What do you dislike about the product?
Whilst there are a few gripes, and a few features are somewhat limited, most can be thought through logically and a workaround reached
What problems is the product solving and how is that benefiting you?
The ability to put all customers in one place, with support across Whatsapp, contact form, email, messenger and other routes - plus live chat - codifies and consolidates customer information, especially when linked with internal software to provide order transparency and history.
Fairly user friendly, but for a company in the Support space, their Support Team is incompetent.
What do you like best about the product?
Zendesk Guide is relatively user-friendly. You can make changes to code and content without being an engineer. For this, we are grateful as it means we can have multiple people on customer-facing teams help with writing content. If you're into using one software for all your Support and Content needs, you may like Zendesk—but keep reading to see what you're getting yourself into.
What do you dislike about the product?
Zendesk Support Team will send you articles upon articles that you have already read and then will ask, "Is there anything else I can help you with today?" before ever helping you. I have yet to have a good experience with Zendesk Support. Help articles are wordy and contain way too much information for anyone to digest and act on. Reporting is lackluster at best, for the most common use cases even. Gating content is not a thing unless you use the entire Zendesk suite of products or require your customers to create another login. There is little flexibility when it comes to housing paid content, which isn't ideal. All in all, no one on Zendesk's customer-facing team seems to understand their product fully. Integration wise, it seems like connecting is more manual than it should be.
What problems is the product solving and how is that benefiting you?
We use Zendesk Guide for our Help Center. The benefits are: easy to use (when it comes to your day-to-day tasks), allows for review of articles before publishing, easy to maintain content, and the Zendesk community is helpful.
Only a few days in - but life changing so far A++++
What do you like best about the product?
Just the simplicity of having social media messages, emails from 3 different domains, live chats from 3 separate websites - all in the one really simple screen is saving me hours per day, not to mention a lot of stress.
What do you dislike about the product?
Nothing at this point - love it. I haven't yet tried all the features (SMS and calls)
What problems is the product solving and how is that benefiting you?
Time-saving and stress diminishing. Not having to check multiple platforms for correspondence is great.
Suite experience
What do you like best about the product?
The diversity of the suite for managing all channels and the way we can hook other data into Zendesk is awesome. The simplified suite plans contain a far better price offer than before.
What do you dislike about the product?
Certain limitations and/or bugs with new features that replace older functions at launch with no clear information/heads-up on these limitations or changes.
Specific features that need improvement:
Dynamic content should be more widely applicable.
Automations should be able to not only specify business hours or calendar hours but also x amount workdays (by changing the opening hours, everything would stay working as designed)
Specific features that need improvement:
Dynamic content should be more widely applicable.
Automations should be able to not only specify business hours or calendar hours but also x amount workdays (by changing the opening hours, everything would stay working as designed)
What problems is the product solving and how is that benefiting you?
Centralized management for communication, the suite enables us to build scalable solutions to optimize the experience and cost per request by automation. The relative ease in with Zendesk can be managed
Recommendations to others considering the product:
Scalability is key, and no other platform seems to offer the way you can start with two agents with a good design and configuration. You can scale up to a way more significant customer service department with minimal changes. The speed on which you can adjust changes or implement new workflows in time of need like unexpected queues, backlog or incidents (extensive knowledge of Zendesk or Zendesk partner is needed tho). Furthermore the integration possibilities are unlike any other, we use Zendesk with other platforms like integromat, mailtrap, wildix, piesync and others to create the ultimate hub for customer contact to support, support and sales. The suite is great because the packes are being composed really competitive, you have the room to grow in each suite variant.
Great product, some support agents are stars!
What do you like best about the product?
Customisation of the product is the best on the market (i.e. triggers, automations, workflows), and some of the support agents (Amy Dee especially) are absolute stars!
What do you dislike about the product?
For some support agents, it can take a while for them to understand what the issue is (too much back-and-forth when it could be one short phone call or a single comprehensive email that asks questions, then provides follow-up steps/questions based on what my answers would be.
Not being able to initiate support via email is also a massive pain.
Lastly, there's been a bug for a year or two where you can't have a single Explore Dashboard showing a bunch of tickets with a filter for Organisation, and then schedule a selected Organisation's set of tickets to them (or even internal Account Managers); you HAVE to create a separate dashboard for every Organisation (not feasible when you have 100s or 1,000s of clients).
Not being able to initiate support via email is also a massive pain.
Lastly, there's been a bug for a year or two where you can't have a single Explore Dashboard showing a bunch of tickets with a filter for Organisation, and then schedule a selected Organisation's set of tickets to them (or even internal Account Managers); you HAVE to create a separate dashboard for every Organisation (not feasible when you have 100s or 1,000s of clients).
What problems is the product solving and how is that benefiting you?
How busy are our agents, when should we hire more people, what are clients raising the most tickets about, how do we automate easy tickets, where do our agents (or clients) need more training.
Recommendations to others considering the product:
Think about what your problems are, not how you want them to be solved, and the team is likely to come up with a solution you may not have thought of. There are heaps and heaps of 3rd party apps on the marketplace that they can check feedback from their other clients to see if it'll work for you.
Easy support
What do you like best about the product?
Quick fixes and supporting articles if need be.
What do you dislike about the product?
Sometimes the articles can be overwhelming
What problems is the product solving and how is that benefiting you?
triggers and channel issues.
Spam option
What do you like best about the product?
The agent resolved all my questions regarding why I was not able to mark tickets as spam.
What do you dislike about the product?
Nothing really, the agent answered all my questions in a timely manner.
What problems is the product solving and how is that benefiting you?
customer service.
Quick Concise Response
What do you like best about the product?
Material I provided from the start was reviewed at beginning of engagement.
What do you dislike about the product?
Interface was simple to use yet missing some options such as paste image directly into window and pop out.
What problems is the product solving and how is that benefiting you?
Company incident ticketing system reporting on agent utiiziation.
Would work for companies with more resources
What do you like best about the product?
I like that there is a lot of customization that can happen.
What do you dislike about the product?
It takes engineering resources to configure and maintain Zendesk. Had we had help in implementation, we probably would have kept Zendesk, but we didn't have the resources to do it well, so our experience with Zendesk has been a mess. It has impeded our ability to help our customers, rather than helped us.
What problems is the product solving and how is that benefiting you?
We were hoping to gain more insightful data and have been able to do that on a very small scale.
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