Zendesk Suite
ZendeskExternal reviews
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Solid product
What do you like best about the product?
The intuitive design is what I like the most. I find it pretty easy to find what I need and have been able to customize quite a bit. The support team is always very helpful. There's also a vast amount of support articles and "recipes" to help us achieve our desired outcome. I personally love how customizable triggers and automations can be. We use them for a number of different things. Product aside, the support I get from the account management team is second to none. Always available! Always helpful! We have 7 accounts now and it wouldn't have been possible without the help from our account manager. He gets a 10 out of 10!
What do you dislike about the product?
Advanced reporting can be challenging, but isn't insurmountable. There's a learning curve but once you get the hang of it, there's so much that can be done! I'd say the biggest challenge was learning how phone calls are structured with legs and how that feeds into Explore metrics. There have been times where I could tell a feature was pretty new and we ran into limitations that probably shouldn't be there. It doesn't happen so much that it makes to product unusable. Just a minor nuisance.
What problems is the product solving and how is that benefiting you?
Various support teams.
Recommendations to others considering the product:
Give yourself plenty of time for setup if it's your first time. There are many customizable features in the platform, and you'll want to take your time going through them.
100% WOULD RECOMMEND
What do you like best about the product?
The available reports have helped is to focus on what matters in the customer experience.
The views are awesome to organize workflows.
The views are awesome to organize workflows.
What do you dislike about the product?
Nothing to be honest, the product and the support afterwards is really good
What problems is the product solving and how is that benefiting you?
We are centralizing all of our customer requests through Zendesk, it has helped with more than 5 teams workflows and efficiency
Great product, brilliant support!
What do you like best about the product?
the user-friendliness, and the availability of the support agents.
What do you dislike about the product?
the plans are not very clear making it hard to understand what you need to get what you want.
What problems is the product solving and how is that benefiting you?
Customer service needs.
Zendesk is a great platform for smaller purposes, but lacks some customizability
What do you like best about the product?
The agent interface of Zendesk is one of the best we've seen. It is intuitive for our agents to use, which cuts down on required training time. The reporting paradigms are solid and easy to understand. The ticket, tag, user, and field data paradigms fill gaps that other tools struggle with. The overall conceptual basis that Zendesk is constructed upon is inspired.
What do you dislike about the product?
The Zendesk reporting tools can be slow, and poor at working together with each other, and unintuitive for purposes outside of the initially demonstrated behavior. Working with Explore will often result in inexplicable errors that require a page refresh to fix, irreversible mistakes due to the dashboard auto-save functionality, and user-programmed functions clearly not acting according to their code.
The support team for Zendesk is often backed up, and I have had tickets wait for multiple weeks before being addressed. When asking the support team about the issues mentioned above, they often cannot solve the problem, which would be acceptable if cases were escalated within a reasonable amount of time.
Some Zendesk agent functions, such as the play button and agent statuses, do not come with adequate corresponding reporting functions in Explore to determine use. Even reporting on historical call queue data can be difficult, and reporting functionality for finding online agent counts at given times is nonexistent.
For all of the inspiring conceptual bases, Zendesk has a lot of rough edges that could be drastically improved.
The support team for Zendesk is often backed up, and I have had tickets wait for multiple weeks before being addressed. When asking the support team about the issues mentioned above, they often cannot solve the problem, which would be acceptable if cases were escalated within a reasonable amount of time.
Some Zendesk agent functions, such as the play button and agent statuses, do not come with adequate corresponding reporting functions in Explore to determine use. Even reporting on historical call queue data can be difficult, and reporting functionality for finding online agent counts at given times is nonexistent.
For all of the inspiring conceptual bases, Zendesk has a lot of rough edges that could be drastically improved.
What problems is the product solving and how is that benefiting you?
It is hard to pin down one particular concrete benefit of using Zendesk, but is trivial to find examples of problems and roadblocks we have faced using other tools that are now entirely bypassed. No longer do we need backup tools for downtime, weeks of agent training to use basic functionality, or constant customization requests for basic and obvious organizational tools. Our agents require less unnecessary oversight, and we are more easily able to set them up for success.
Recommendations to others considering the product:
Make sure Zendesk meets all of your needs before using it. Consult with others that have used Zendesk. If it meets all of your needs, it is the best tool for you. If it does not meet all of your needs, you may need to use a support solution that is lower-quality in other areas.
On point solutions
What do you like best about the product?
Good cross-channel support, a lot of utility "right out of the box," helpful reps if you have a question.
What do you dislike about the product?
Answer Bot offers few ways to improve it's suggestions. Help Articles are often years old and out of date, searching will often not yield more current results.
What problems is the product solving and how is that benefiting you?
Answer Bot is a helpful, albeit limited, way to put eyes on our help center. Help Center customizations are easy to create, update, and organize. Integration with texts and Twitter is easy.
You can make it what you want it to be
What do you like best about the product?
Zendesk allows us to support our customers in the way our customers want to be supported. They have created a platform that is comprehensive and simple at the same time. I have used Zendesk at multiple workplaces, and each implementation was unique and effective. The creation of Zendesk Suite makes billing more straightforward, and getting additional features for a minimal increase is worth it.
What do you dislike about the product?
Zendesk has a habit of adding enhancements that take away previous functionality. It's hit or miss if it will ever come back. This seems to be an overall strategy as it's happened in Support, Guide, and reporting.
What problems is the product solving and how is that benefiting you?
We utilize multiple channels to support our business users and end users. The Help Center is a great tool for self service, but even better is the Web Widget which allows us to provide contextual help within our own app.
Automations and Triggers are powerful to take the burden off of agents and managers by putting tickets where they should go and completing repetative tasks automatically.
Zendesk's API is also a great tool to take things to the next level to accomplish something for a specific business use case that doesn't fit into their normal configurations.
Automations and Triggers are powerful to take the burden off of agents and managers by putting tickets where they should go and completing repetative tasks automatically.
Zendesk's API is also a great tool to take things to the next level to accomplish something for a specific business use case that doesn't fit into their normal configurations.
Why Zendesk rocks.
What do you like best about the product?
Zendesk CHAT support is just awesome and it makes it so much easier to navigate through new functions and features.
What do you dislike about the product?
The basic plans are really basic. The functionality becomes questionable
What problems is the product solving and how is that benefiting you?
Post-COVID customer support is a paradigm shift. Zendesk is ahead of that curve.
Recommendations to others considering the product:
Try. Compare. Stay.
Zendesk Support Suite
What do you like best about the product?
It puts all concerns from our customer touchpoints in one view for our agents to see.
What do you dislike about the product?
None. Since we availed of the Explore Suite, which addressed our concerns about data and insights.
What problems is the product solving and how is that benefiting you?
Customer complaints and communications
Recommendations to others considering the product:
Better to coordinate directly with the country managers for Zendesk so you can get better after sales support.
Full Featured Customer Support Suite With a World Class Support Team
What do you like best about the product?
The Zendesk Suite provides our team with an excellent & easy platform to integrate into our website so that we can serve our customers efficiently as well and conveniently. With the added self serving features like AnswerBot, we steadily deflect tickets but keep customers happy with the speed of resolution with their inquiries as well. For account owners or administrators, it's very accessible to contact Zendesk's customer support if I have any trouble with setting up any features and the Zendesk account managers are always ready to help very swiftly.
What do you dislike about the product?
Some features can be improved such as social media integrations with Facebook and a request to add integrations with Instagram as well.
What problems is the product solving and how is that benefiting you?
With Zendesk, we are able to provide our customers with fast and reliable customer service and keep them in the loop every step of the way and most importantly build brand trust.
Fast and correct
What do you like best about the product?
It guiding agents in good and efficient way
What do you dislike about the product?
It's taking a lot of battery life of my laptop
What problems is the product solving and how is that benefiting you?
Giving better support by guiding SLA rules, automations and triggers, multi languages
Recommendations to others considering the product:
Take the time for following the right trainings
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