Zendesk Suite
ZendeskExternal reviews
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GREAT SERVICE, QUICK AND EASY
What do you like best about the product?
SERVICE WAS QUICK ON THE CHAT. AND WAS ABLE TO HELP
What do you dislike about the product?
WISH THERE WAS A SOLUTION TO CUSTOMIZE THE APP MORE.
What problems is the product solving and how is that benefiting you?
WE ARE STREAMLINING THE COMMUNICATION WITH OUR CUSTOMERS. THEY LOVE IT AND IT HAS ALREADY PAID FOR ITSELF
Switching to Support Suite was such a timely decision
What do you like best about the product?
Before Zendesk, we struggled trying to keep up with our ticket maintenance and other periodic tasks essential to any CX department. Not anymore. Support Suite has helped us leverage a lot of power in such a small team, so we can focus on providing the best value to our customers without compromising scale. Very good fit for startups, in my opinion.
What do you dislike about the product?
The Suite tries to simulate an email environment, that's great most of the time, but it also carries along its downfalls. Visualizing long conversations can be as intricate as reading them on G Suite, but that's something you might be accustomed to.
What problems is the product solving and how is that benefiting you?
Scaling our CX department with the right tools has been essential in our success. As a startup, we need to make sure that we're using every resource at our disposal to minimize overhead, and Zendesk helps us achieve that with automation, extensibility, and a robust customer support for any particular need we might have.
Recommendations to others considering the product:
My only recommendation is to take advantage of their extensive marketplace. Automating processes and using Zendesk to better your DevOps/ChatOps is what makes this product a great fit for us!
Have been using Zendesk for 10 years -- Always get fast support
What do you like best about the product?
It is the most comprehensive ticket system there is. I currently use 5 different ticket systems for different clients (not my choice:) I would much rather they all be in Zendesk
What do you dislike about the product?
When trying to use the "self help" articles, most of the time I run into outdated information as well as 2 different articles covering the same thing, but they will have conflicting information. I also much preferred the old Knowledgebase over the new "Guide"
What problems is the product solving and how is that benefiting you?
It helps us efficiently provide top-notch white glove customer service to our customers
Recommendations to others considering the product:
It is the jack of all trades, but it also does most very well
Zendesk Suit by Marcelo
What do you like best about the product?
Zendesk Support is a great service tool that can be integrated with other Suit tools, it becomes an omnichannel solution.
Its Agent Workspace interface is very intuitive and integrated with CHAT, Whatsapp, Telephony, Help Center (Knowledge Capture), our Call Center executives have everything you need without leaving Suit.
Its Agent Workspace interface is very intuitive and integrated with CHAT, Whatsapp, Telephony, Help Center (Knowledge Capture), our Call Center executives have everything you need without leaving Suit.
What do you dislike about the product?
It does not have a native CHAT Bot solution to fully integrate the tools.
What problems is the product solving and how is that benefiting you?
With Anget Workspace and Sunco we are building a service solution via CHAT, Whatsapp and Bot with the objective of improving our self-service and reducing the waiting time for our customers to reach the desired information.
Documentation of products is not good. Lot of confusion between Zendesk Messaging & Livechat option
What do you like best about the product?
Zendesk Live Help is good as they are accessible but even they don't know about zendesk messaging in detail
What do you dislike about the product?
Very hard to use product & no help from Zendesk team in implementation. Have already faced multiple issues on Zendesk website. A big turn off!
What problems is the product solving and how is that benefiting you?
Accessible. Helpful only when you know what you want to do but zendesk call it something else. To find jargons being used basically
Zendesk is easy to use and their support is great
What do you like best about the product?
I like Zendesk's live help, very knowledgeable agents
What do you dislike about the product?
Sometimes, it is complicated to make changes, too thecnical
What problems is the product solving and how is that benefiting you?
Explore is great for data insights. It is also easy to use for our reps
Recommendations to others considering the product:
It can be a bit complicated to implement but their support is great
Review of Zendesk
What do you like best about the product?
Automation and organisation, efficiency!
What do you dislike about the product?
Could do with templates for some things.
What problems is the product solving and how is that benefiting you?
We are a small team and were really struggling to keep on top of the huge spikes in traffic we would receive at peak times. The efficiency gains we get from Zendesk (with macros, automation, view based workflows, keeping everything all together, side conversations, SLAs) mean that even at our busiest we feel on top of tickets. The macros, as well as speeding up our responses, also mean the whole team is aligned in the responses it gives.
We are also, for the first time, able to break down the types of query we get and use the information to determine areas for improvement.
There are occasions where it can be frustrating working out how to do something that seems like it's an obvious requirement for customer service software and you find yourself trawling through all the available support materials. You do usually find it though and Zendesk are very good at coming back with answers if you can't.
We are also, for the first time, able to break down the types of query we get and use the information to determine areas for improvement.
There are occasions where it can be frustrating working out how to do something that seems like it's an obvious requirement for customer service software and you find yourself trawling through all the available support materials. You do usually find it though and Zendesk are very good at coming back with answers if you can't.
Recommendations to others considering the product:
Don't try to shoehorn your existing processes into it. Embrace it! Let it steer you towards new ways of working and if you're anything like us, you won't regret it.
the supporters reply fast and they are very professional.
What do you like best about the product?
The speed of their reply.
It seems that they work 7x24 hours.
It seems that they work 7x24 hours.
What do you dislike about the product?
I am not s native English speaker. So I hope there is Chinese support.
What problems is the product solving and how is that benefiting you?
How to find all tickets assigned to one agent.
Recommendations to others considering the product:
easy to use. Fast response
14 years experience
What do you like best about the product?
I like the beautiful interface and the usability.
What do you dislike about the product?
I dislike the ever-growing complicated set of products.
What problems is the product solving and how is that benefiting you?
Combining all possibilities into one product instead of piling up a stack of products with an ever growing sales price.
Recommendations to others considering the product:
Zendesk is the market leader in support software. The community and partner base is huge and that helps using Zendesk in being a succes. Zendesk helps you to follow the right workflow.
Great suite with a lot of capabilities under the hood all in one spot!
What do you like best about the product?
The best thing about the suite is that it bundles all platforms together. It has the flexibility to run multiple brands on one instance. Multiple departments can effectively live together in one instance reducing costs and creating a single source of truth within the company.
I also love the live dashboards which come with Explore Enterprise. They really provide that live on the go data that many teams need when managing multiple live channels on the Zendesk across the team. Valuable insight into what is happening in real-time.
I also love the live dashboards which come with Explore Enterprise. They really provide that live on the go data that many teams need when managing multiple live channels on the Zendesk across the team. Valuable insight into what is happening in real-time.
What do you dislike about the product?
that I can't manage all agents in admin centre. i need to click back into support, open the profile, navigate to admin centre manage the change and save. come back to support and then open a new agent profile and repeat the same process again.
some of the functionality around the new chat agent workspace is limited compared to the functions with used to be available in the previous version of Zendesk chat.
Sometime features of Zendesk are released and they feel like they aren't ready for market. i.e Flow builder. I have a lot of customers who like it, but none will use it in a real work situation until there's more features on it which meets the same features as other chat bots on the market.
Ticket forms aren't as flexible as they should be. With more abd more customers coming on to use Zendesk, sometimes we find the capability of the ticket forms is limited. When the customer has a large form requirement, it would be nice to be able to break the form up into sections instead of it looking like one big long form.
If you don't use all the platforms then you're letting yourself down. ;)
some of the functionality around the new chat agent workspace is limited compared to the functions with used to be available in the previous version of Zendesk chat.
Sometime features of Zendesk are released and they feel like they aren't ready for market. i.e Flow builder. I have a lot of customers who like it, but none will use it in a real work situation until there's more features on it which meets the same features as other chat bots on the market.
Ticket forms aren't as flexible as they should be. With more abd more customers coming on to use Zendesk, sometimes we find the capability of the ticket forms is limited. When the customer has a large form requirement, it would be nice to be able to break the form up into sections instead of it looking like one big long form.
If you don't use all the platforms then you're letting yourself down. ;)
What problems is the product solving and how is that benefiting you?
We've solved the problem of agents swivel chairing between multiple platforms in order to be able to complete their work and also improved out customer satisfaction with having multiple different channels available the customer can use to contact and its all connected to the one platform - Zendesk
the ability to be able to do in-depth reporting off the back of the custom workflows which are built inside Zendesk is valuable in being able to provide key data back to the business
moving from an environment which has no processes and very manual to an online environment where everything from user details to the conversation is recorded across multiple channels
We've seem a lot of companies beginning to look at Zendesk as an ITSM use case and this is the way in to then expanding Zendesk across the rest of the business. They find Zendesk easy to use and flexible that they can work with it to mould into their ecosystem
the ability to be able to do in-depth reporting off the back of the custom workflows which are built inside Zendesk is valuable in being able to provide key data back to the business
moving from an environment which has no processes and very manual to an online environment where everything from user details to the conversation is recorded across multiple channels
We've seem a lot of companies beginning to look at Zendesk as an ITSM use case and this is the way in to then expanding Zendesk across the rest of the business. They find Zendesk easy to use and flexible that they can work with it to mould into their ecosystem
Recommendations to others considering the product:
Zendesk is a really great company that can bring a lot of functionality to your company for great value for money. Within 6-12 months you will certainly see the return on investment and a positive uplift in your customer satisfaction
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