Zendesk Suite
ZendeskExternal reviews
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Zendesk a love hate relationship (with mostly love)
What do you like best about the product?
I love the fact we can seemlessly integrate 3rd party apps (both purchased ones like surveys from sweethawk, tasks, or even making our own). I really enjoy the functionality of triggers & automations they are extremely powerful and simple to set up. The API also brings a lot of positives.
What do you dislike about the product?
Two major things:
I can't use triggers to cc end users --> this one hurts me
The API while awesome and something I said I like best, I love the API and how stable it is, the documentation on the other hand leaves room for improvement. There will be catches like "the API only returns 1000 results, after that its pagination" but that 1000 number or the pagination format are not documented. Similarly we have hit numerous undocumented "features" that can cause headaches when we don't know about them before hand, but if we knew would have been one minor tweak to our design.
I can't use triggers to cc end users --> this one hurts me
The API while awesome and something I said I like best, I love the API and how stable it is, the documentation on the other hand leaves room for improvement. There will be catches like "the API only returns 1000 results, after that its pagination" but that 1000 number or the pagination format are not documented. Similarly we have hit numerous undocumented "features" that can cause headaches when we don't know about them before hand, but if we knew would have been one minor tweak to our design.
What problems is the product solving and how is that benefiting you?
We solve a ticketing system for our AWS managed service. The benefits are it gives us a defined way to have clients interact with us and an audit log of requests they have made.
excellent
What do you like best about the product?
ease of integration, easy to learn and basic
What do you dislike about the product?
There is no feature that I don't like except automation solutions
What problems is the product solving and how is that benefiting you?
simultaneous support of the only representative in chat and support channels
Excellent solution for ticketing (Emails/ Social Media/ Call center)
What do you like best about the product?
It's a one-stop solution for all business needs. I don't need to look for any other application to manage, emails, social media, or even calls.
What do you dislike about the product?
There are multiple applications for different integrations in the Zendesk marketplace, and the review from the other businesses/ users is not enough to decide which one is best for us. There should be some recommendations from Zendesk as well.
What problems is the product solving and how is that benefiting you?
Managing customer queries
Inter department transfers
All the social media platforms are integrated
Ticketing solution for the call center
Help page management
Inter department transfers
All the social media platforms are integrated
Ticketing solution for the call center
Help page management
Recommendations to others considering the product:
Try it, and you will not regret. The downtime is negligible and it's super fast.
Best of Breed
What do you like best about the product?
Generally, Zendesk is fully featured, well-integrated, and does what it is supposed to do. This is more than can be said about several other support software that we have used.
What do you dislike about the product?
Zendesk seems to keep adding to its portfolio of products but needs to refocus on its core feature set and bug fixes. In looking at the support forums, there are many issues that have been outstanding and unaddressed for years. These issues are not esoteric, as we have run into several of them ourselves. As well, the pricing is fairly high for some of the limitations encountered, which include 50MB file size limits and otherwise.
What problems is the product solving and how is that benefiting you?
We have a multinational, multi-lingual deployment for voice, email, and web-based support. This platform generally accommodates this use case while still being easy(ish) to set up and administer.
Zendesk x Filippo Loreti
What do you like best about the product?
I like that everything is set up for you and automation makes it easier.
What do you dislike about the product?
There are Limited Apps and the pricing is high.
What problems is the product solving and how is that benefiting you?
Tracking IP address, and i realized that I can convert comments to Private Notes :)
Recommendations to others considering the product:
Zendesk Support Suite is an all-in-one. You get create customer support so you are able to provide great customer support.
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.
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