Zendesk Suite
ZendeskExternal reviews
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More limitations than other ticketing systems
What do you like best about the product?
Clean interface, not a lot of clutter, easy to use
What do you dislike about the product?
Very limited workflows, no way to forward emails to existing tickets, limitations on scheduling
What problems is the product solving and how is that benefiting you?
This tool helps us quickly respond to our customers and manage our low volume of tickets
Great experience
What do you like best about the product?
We did a lot of investigation before starting with Zendesk and we dont regret it. It checks all the boxes for us and support is awesome.
What do you dislike about the product?
Sometimes it looks too complicated for an average user. we are a small company and dont need most of the advanced options but for some that we do need, a professional plan is required
What problems is the product solving and how is that benefiting you?
The biggest issue is not being able to reply to all (including cc'ed emails) in a ticket
Gets the Job Done
What do you like best about the product?
I think their customer support has been great during our experience. Zendesk is pretty overwhelming and complex but I feel confident that their support team can either fix an issue i'm having or at least they acknowledge the short comings of the platform and offer alternative strageties to reach my objective.
What do you dislike about the product?
For a small business, a lot of the upgrading levels have maybe 1 or 2 features we would love to invest into but you need to upgrade your entire team to an entire new premium level which isn't worth it. I would ask Zendesk to allow more customization and access to single features that businesses might want.
What problems is the product solving and how is that benefiting you?
Customer Support and Self-Service support for customers via our help center.
Good but definitely could be better
What do you like best about the product?
The fact that you can add what you need and leave what you don't. The marketplace and consistent addition to it. The amount of knowledge content, webinars, training, etc.
What do you dislike about the product?
When new features are added they always feel half done or just a really base version of the feature. We sign up for most EAPs (Agent Workspace, Messaging, Context Panel, Adv AI) and end up not using the feature until years later because it's so sparse, has major bugs, or doesn't have the features necessary to support our users.
Also, anytime I have reached out to support or one of my peers has reached out to support, we've left feeling very frustrated and wondering how the top Customer Support platform has bad support
Also, anytime I have reached out to support or one of my peers has reached out to support, we've left feeling very frustrated and wondering how the top Customer Support platform has bad support
What problems is the product solving and how is that benefiting you?
The obvious one is customer retention. We use Zendesk to manage all customer requests from basic questions to respond to app reviews. We also use it for our legal compliance team to communicate with law enforcement, social care, understanding feature requests, and possible product improvements, port-in/out requests, and more
Intuitive Experience
What do you like best about the product?
I love how easy it is to set it up. Zendesk pretty much works out-of-the-box. I also love the amount of customisation available as an admin. The documentation is also pretty solid, which is a rare gem in this industry. Lastly, it was easy to get support when we need it. I had an unique use-case and couldn't find an answer in their support FAQ, but the live chat was superbly helpful. Their answers were timely and their speedy turnaround is impressive.
What do you dislike about the product?
Some of their support pages are outdated. For example, I was trying to find an answer to a question that people have asked before (https://support.zendesk.com/hc/en-us/articles/115005198547). I was relieved to see other people asking a similar question but disappointed when I scrolled till the end to note that there's no proper resolution. I ended up contacting their live support to resolve the issue. It's a minor gripe, but they could have avoided it if they frequently update their support pages.
What problems is the product solving and how is that benefiting you?
We wanted to have an effective ticketing system that we can deploy quickly. It has to be reliable and intuitive. Zendesk ticked all the checkboxes. It's a familiar name in this space and we are heartened to see many big companies using it as well. That good track record is important to bolster our confidence on its reliability and user-friendliness. We are happy to report that it did not disappoint in those two aspects.
Easiest CRM Tool in the Market. Simple and efficient User Interface
What do you like best about the product?
I love the newly implemented Unified Workspace where it makes it very easy for my support team to look at all the previous interactions with the users accounting for multiple support channels at once. Before agents would need to check multiple tickets to find out the history of the customer interactions.
Another feature that my team loves is knowing when other agents/users are actively looking at a ticket. We could then collaborate via instant messaging in case we have questions.
Another feature that my team loves is knowing when other agents/users are actively looking at a ticket. We could then collaborate via instant messaging in case we have questions.
What do you dislike about the product?
The Zendesk Explore reporting tool was launched, but it changed drastically how the metrics are calculated compared to Insights. We are several months since it was introduced and some of the reports are still being adjusted for these changes. I wish the Insights functionality would have been left on the user's choice to gradually migrate reports over.
Another thing that we do not like is the inability to refresh datasets on demand. When building reports we need to wait for 1 hour to check how the reports are performing.
Being an Enterprise user, we recently came across the issue of the sandbox limitations. We think have only one Sandbox active at a time limits our development abilities.
Another thing that we do not like is the inability to refresh datasets on demand. When building reports we need to wait for 1 hour to check how the reports are performing.
Being an Enterprise user, we recently came across the issue of the sandbox limitations. We think have only one Sandbox active at a time limits our development abilities.
What problems is the product solving and how is that benefiting you?
Real-time customer support channels for end-user products.
The main benefit we realize is the simple UI and reliability of the product. Also, the features configuration (like Chat and Talk) are very straightforward.
The main benefit we realize is the simple UI and reliability of the product. Also, the features configuration (like Chat and Talk) are very straightforward.
Super user friendly, quick customer support & amazing features.
What do you like best about the product?
Being able to automate processes and speed up customer support. Macro's really save a lot of time and speed up resolution rates for almost every query we process. It's also quite easy to amend settings, change agent access and update customer information. We haven'r connected our database using the API yet but it's very simple to upload a CSV file to bulk upload customer data.
What do you dislike about the product?
The design could be a little better. I hate the fact the some marketplace apps say they are free but they're actually just trials, that's not free. It's misleading. I'd like more customisation features when sending emails to customers, sometimes pictures don't load properly or at all, it's a bit frustrating if you're trying to show a customer how to complete an action in the app without screenshots.
What problems is the product solving and how is that benefiting you?
All customer support queries. We're able to keep track of all queries and complaints, take calls and handle social media accounts too. Being able to seperate queries into queues and assign to different agents and groups really help me manage my teams from a workflow perspective.
Recommendations to others considering the product:
Give it a try, I previously used Salesforce to manage support queries and Zendesk is much better.
Great support
What do you like best about the product?
Extremely polite and helpful. I didn't have to wait long for an answer
What do you dislike about the product?
I have not encountered anything at this point.
What problems is the product solving and how is that benefiting you?
I was getting help with my leads and deals, I love the fact I can just do a quick chat with support and continue with my day.
Recommendations to others considering the product:
I love that they help you with any issue but also send you links to how you can help yourself with instructions
Zendesk - a very comprehensive package for support
What do you like best about the product?
Great customization flexibility in most cases, like for instance the shopify templating language "liquid markup" for mails etc.
Very reliable and dependable
Good customer service for the product
Very reliable and dependable
Good customer service for the product
What do you dislike about the product?
There are some inconsistencies in the product that are hard to overcome:
- Account welcome mail for a new user: the Account name, not the user's Brand name is included in the message, and it cannot be configured.
- Some mail templates are not customizable
Triggers are great in general, but sometimes, their execution logic is less straight forward than Zendesk would make you believe.
- Account welcome mail for a new user: the Account name, not the user's Brand name is included in the message, and it cannot be configured.
- Some mail templates are not customizable
Triggers are great in general, but sometimes, their execution logic is less straight forward than Zendesk would make you believe.
What problems is the product solving and how is that benefiting you?
We use Zendesk for both self-service (Help Center / Guide) and ticketing support (Support and Chat).
We have achieved a high level of self service of the customers and also a high throughput in ticketing.
We integrated with various 3rd party systems, mainly via e-mail.
We have achieved a high level of self service of the customers and also a high throughput in ticketing.
We integrated with various 3rd party systems, mainly via e-mail.
Zendesk is amazing
What do you like best about the product?
I personally like that it gives me flexibility and I can set up automation, triggers, views and much more! I like the options the platform provides to for creating your own views, triggers, SLAs and all of it have a pretty good and easy User Interface. You do not need to be a devOps engineer to set these up. I also like the option in having call, chat, tickets all in 1 single view for our support agents.
What do you dislike about the product?
The requests from End Users in the support portal are not taken seriously enough. I saw a lot of features that might have been handy for our Company also but it was just not considered important for Zendesk. I also dislike the lack of customization for the Log In page. I understand that it is a security concern but it would wonderful if Zendesk could work around it and find a solution.
What problems is the product solving and how is that benefiting you?
Ticket routing to groups and individuals. Ticket forms for a general information from the start. Chat and call being in the same view for agents is a huge plus. The recording capabilities for phonecalls and the mapping of callers and automatic ticket opening is a huge plus. The Guide is something our company was craving for for a long time now. Our agents work a lot with 3rd party vendors and having all those conversations attached to tickets with Side Conversations is a must have and big game changer for us.
Recommendations to others considering the product:
Just take the time, find the best plan for your company and start playing around with it. It gives you so many options that all you need to create an amazing support experience for your clients is imagination.
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