Zendesk Suite
ZendeskExternal reviews
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All-in-one CRM Platform
What do you like best about the product?
Customizability and responsiveness of support teams.
What do you dislike about the product?
Some essential features are either not available or need to be customized.
What problems is the product solving and how is that benefiting you?
Ticket Management, Traffic Routing, and Timely Resolution of Tickets
Recommendations to others considering the product:
Check the needs of your organization and see how Zendesk suite will enter the picture to ensure the utmost efficiency
Zendesk Support Suite is the best package for small-medium businesses
What do you like best about the product?
There is a wide range of products in Zendesk that together form a super powerful package. This allows us to easily integrate with other existing systems and databases to provide a complete Customer Support system. Also, agent efficiency is highly improved with the simplest interface. Agents don't need to install any extra software in order to access it, they can work from anywhere in the world. User friendly on the Help Centre side is also a big plus.
What do you dislike about the product?
I prefer to do email support rather than chat support as sometimes we don't have time to chat
What problems is the product solving and how is that benefiting you?
Mostly technical problems with customers. The best benefits are to have a fast/easy, and manageable support ticketing system.
Recommendations to others considering the product:
Extendability is what makes Zendesk powerful. Please keep improving APIs, App frameworks APIs, and other facilities inside Zendesk.
Switching to Zendesk because the Support is just...better.
What do you like best about the product?
The agents AND my account executive are so prompt. I have worked with platforms that take days to respond, and especially in the set-up and implementation stages, I feel like this is so necessary.
What do you dislike about the product?
Sometimes I feel like the request isn't thoroughly read, and I got SCHOOLED when I tried to email support directly versus submitting my request via a form. It wasn't a stellar reception. I feel like if people need help, you help them? It's not the easiest to find the "proper form" to submit either...which is why I emailed. I'm guessing they have a more challenging time routing the request to the right team if it's a general support email, but technology is also a thing, and I can't wait to use the AI options within ZD for routing!
What problems is the product solving and how is that benefiting you?
Frankly, I'm more comfortable with Zendesk - that's the short answer, but I see more value since the answer bot and chat are included in the price. These features are typically add-ons with other platforms. I want to use Gather, but the current help information is tough to navigate, and I'm not sure it meets our needs at the moment so I will probably wait on that aspect. Specifically, it is challenging to understand if/how I can have some topics that are open to prospective users without making them create a log-in or not. Viewing permissions and user segments are just very confusing overall.
Quality CRM that helps us have positive interactions
What do you like best about the product?
Customizability, and an intuitive interface. It makes it easy to do it "our way"
What do you dislike about the product?
A few quirks that increase time spent per ticket, like it won't send an email and save an internal note simultaneously.
What problems is the product solving and how is that benefiting you?
We used to outsource our CS. We brought it in-house & Zendesk has made that possible, and done so smoothly.
Zendesk help center is really helpful
What do you like best about the product?
easy access to customers previous interactions
What do you dislike about the product?
a little hard to set up, i had to contact the support team to ask for assistance
What problems is the product solving and how is that benefiting you?
having more control and organization over our interactions with our customers
Recommendations to others considering the product:
For admins; carefully read the documentation before making any changes to the account.
ZenDesk is the best platform you can use!
What do you like best about the product?
All the features that ZenDesk provides, and there are MANY! I love the live chat, and also the help desk articles are a great resource.
What do you dislike about the product?
There are so many features and apps that can be intergrated to ZenDesk, so it's hard to know where to begin or what is best for your business.
What problems is the product solving and how is that benefiting you?
Working remotely was our number 1 reason for looking at different platforms that can integrate with our systems currently in place. The benefits that we have realized and really loved are having our calls recorded and having the CRM system help identifying customers.
Recommendations to others considering the product:
Have a member from ZenDesk help with integrations.
Good support and self-serve, lacks intuitive out of the box chat & telephony options
What do you like best about the product?
Zendesk's support team is very helpful and easy to get a hold of. They have a vast Help Center that has allowed us to self-serve when appropriate. The suite is easy to use and offers a wide variety of customization. Love Zendesk Explore (reporting) & the ticketing system.
What do you dislike about the product?
Zendesk seems to have lost track of improving out-of-the-box features for their Talk and Chat channels, as they move full steam into their messaging and reporting channels. While I appreciate the focus on continuous improvement of their platform, our primary channels of chat and talk do not have all the easy usability as other platforms can provide (queue management, separate chat ticket creation to name a few).
What problems is the product solving and how is that benefiting you?
Trying to limit the number of systems that our support team must use to support our clients. Even though Zendesk doesn't offer some needed items in a support center (WFM as an example), it is an industry leader and has taken time to make sure it can be implemented with a wide variety of platforms. Many other SaaS platforms create apps to integrate into Zendesk, which we have found incredibly easy to use.
Recommendations to others considering the product:
Great place to house your omnichannel solutions. Zendesk is continuously improving its product and listening to its customers.
If your primary use for Zendesk is it's Talk channel, you may consider exploring this in detail as it doesn't seem to measure up against other telephony providers.
If your primary use for Zendesk is it's Talk channel, you may consider exploring this in detail as it doesn't seem to measure up against other telephony providers.
Zendesk Review
What do you like best about the product?
I like that Zendesk is one centralized place for all of the support options that we offer (email/tickets, forms, live chat, WhatsApp, social media, etc.)
What do you dislike about the product?
I dislike that it can be confusing to set up certain features. Specifically, we are trying to use the flow builder for the live chat, and it seems very basic/lacks certain features to improve it (like allowing customers to fill out a form that creates a support ticket rather than leading to only an article or live chat)
What problems is the product solving and how is that benefiting you?
We are mainly solving customer service complaints and helping customers with placing and ongoing order support.
Question was answered quickly on first response.
What do you like best about the product?
I didn't need to have multiple follow-ups to get the answer I needed. When I submit a ticket I typically am just looking for reassurances to the questions I've already answered myself through research in your knowledgebase.
What do you dislike about the product?
Nothing. I really shouldn't need to answer this at all, but apparently you need a response to every single question, and this survery is grading me on the number of words that I submit. But hey if this is what you want to read in order to get a good grade on a survey then by all means lets go. I can litereally keep typing this nonsense and we could go for days and days!!!! This in my humble opinion is not a good way to get an accurate response to the questions you are hoping to recieve.
What problems is the product solving and how is that benefiting you?
Typically its questions relating to Triggers, and automations within zendesk. Sometimes I need to know why a ticket is not being routed the way I expect it to be, and when I can't figure it out myself then I submit a ticket. Other times I'll submit a ticket simply to ensure that I'm doing a particular task the right way. In this instance I was trying to make the trigger I had setup was the most efficient way of routing the tickets to where they needed to go, and notifying the agent in charge of that ticket so that she answers it in a timley manner.
Recommendations to others considering the product:
Make sure your triggers and automations are tailored to your specific business needs. Don't be afraid to integrate social media into your platform because it will make your life easier in the long run.
Zendesk Support Suite
What do you like best about the product?
The solution is expandable, customizable, and flexible.
It allows for easy communication with customers and provides enough features to account for standard processes to work efficiently. There is a very flexbile API structure that allows users to use and manipulate data and integrate with 3rd party systems for expanded use of the system.
Some of the standardized features are split out into separate packages which makes the solution very flexible but a bit expensive if you want a single feature. They have recently intruduced this suite packaging which bundles most of the features together making it an easier use case to sell and support internally.
It allows for easy communication with customers and provides enough features to account for standard processes to work efficiently. There is a very flexbile API structure that allows users to use and manipulate data and integrate with 3rd party systems for expanded use of the system.
Some of the standardized features are split out into separate packages which makes the solution very flexible but a bit expensive if you want a single feature. They have recently intruduced this suite packaging which bundles most of the features together making it an easier use case to sell and support internally.
What do you dislike about the product?
There are some concerns around security of attachments as well as flexibility of role based permissions. It would be nice to see some improvements around who can view/edit which tickets from an agent as well as end user perspective to become more granular.
What problems is the product solving and how is that benefiting you?
We use Zendesk to support both internal employees as well as external customers. The features of the suite allow us to deliver more information to the people who need it most.
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