Zendesk Suite
ZendeskExternal reviews
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Account Manager & Support
What do you like best about the product?
I like your chat support team - most of them are great some of them need improvement. But I understand this.
What do you dislike about the product?
I have used Zendesk for over 4 years, I recommended going with Zendesk when I joined my new company and requested a quote. The AM gave us a figure and never told me that this figure will change the next month. I escalated the complaint and the complaint is yet to get a resolution.
What problems is the product solving and how is that benefiting you?
Not solving any problems, I'm using it as an inbound Help centre - I pretty much like most features and have lost to suggestions for improvement.
From NPS reporting to general Contact Centre reporting to basic routing and SKIll base routing and Social integrations are really poor experience
From NPS reporting to general Contact Centre reporting to basic routing and SKIll base routing and Social integrations are really poor experience
A comprehensive support system with great features and analytics for decision making
What do you like best about the product?
I like the structure of the support tickets, and how they're easy to review, track, and take action on. The reporting and dashboard are phenomenal and very help for me as a product manager.
What do you dislike about the product?
The interface can be a tad bit overwhelming with a slight learning curve for first time users. I do wish the dashboard was a little neater. The advanced search page UX has a lot of room for improvement.
What problems is the product solving and how is that benefiting you?
We use it to track, respond to, and resolve customer support tickets for our SaaS platform. The exceptional reports feature and dashboard allow us to provide quick and valuable insights for our product team that feed into their product development efforts. Beyond that, it's easy to also collaborate and involve other stakeholders into the process - creating a sort of holistic response team for the customer.
quick response via Live Chat
What do you like best about the product?
I can easily reach the Zendesk support via Live Chat and the respond time is quick
What do you dislike about the product?
I'm quite happy about the support experience, maybe can improve a bit on locating the live chat button
What problems is the product solving and how is that benefiting you?
subscription issues - my organization has subscribed 13 Support license, while the system only shows that I've 11 accounts with administrator role, but I'm not able to add more user with administrator role. Finally, the Zendesk support advised that there are 2 users occupied the support licenses that I'm not aware of. To resolve it, I've to change these 2 users to "Contributor" in User Admin Center.
Zendesk Review
What do you like best about the product?
ease of accessibility and collaboration tools
What do you dislike about the product?
Reporting - Explore limitations and clunking reports
What problems is the product solving and how is that benefiting you?
communication tracking and aligned problem solving
ZD Support review
What do you like best about the product?
ZD support suite is easy to set and configure
The views are easy to build.
Triggers and Automation are easy to set, Macros are easy to use.
Although not easy to do at first, ZD offers a wide range of third-party connectors
The views are easy to build.
Triggers and Automation are easy to set, Macros are easy to use.
Although not easy to do at first, ZD offers a wide range of third-party connectors
What do you dislike about the product?
It's not possible for agents to act and use form like an end-users.
ZD is hardly made for companies with end-users acting both as requesters and agents.
The UX is not user friendly at first (having to "submit" any small change, the button is not properly located or easy to spot)
Guide lacks a lot of features compared to Confluence (collaborative editing, templates, layouts)
The whole thing sometimes lags a lot.
Zendesk Explore is difficult to manage, dashboards take forever to load :-(
ZD is hardly made for companies with end-users acting both as requesters and agents.
The UX is not user friendly at first (having to "submit" any small change, the button is not properly located or easy to spot)
Guide lacks a lot of features compared to Confluence (collaborative editing, templates, layouts)
The whole thing sometimes lags a lot.
Zendesk Explore is difficult to manage, dashboards take forever to load :-(
What problems is the product solving and how is that benefiting you?
Technical issues related to our SaaS solution
Good Product for Efficiency
What do you like best about the product?
Organization, efficiency, prioritization
What do you dislike about the product?
Missing native functionality, upgrades needed
What problems is the product solving and how is that benefiting you?
It's helping us to provide follow up on client requests where things may have fallen through the cracks when tracked manually.
Great Experience with Zendesk
What do you like best about the product?
The accessibility of the support team at ZD.
What do you dislike about the product?
Not all features are always accessible to me so it makes complicated when trying to do custom things.
What problems is the product solving and how is that benefiting you?
Rapid support for customers, creation of help center, creation of canned responses. Leveraging the explore metrics to drive product improvements.
Zendesk - Total Solution
What do you like best about the product?
The ease of setup. Also, the process workflows - once enabled, are very good.
What do you dislike about the product?
Some of the necessary reporting features are missing. Example - Customer reviews summary
What problems is the product solving and how is that benefiting you?
Problems - none to speak of. Benefits - All 700+ staff members know how to use the new Help Center. We have filled the Help Center with FAQ's and process workflows.
Recommendations to others considering the product:
If you need a complete package from Help Desk/Self-Service portal, Customer relations - Zendesk is a great solution!
Amazing workspace
What do you like best about the product?
I love how I can create Macros for commonly used correspondence. I also particularly like Talk option for incoming and outgoing calls directly from the same platfofm
What do you dislike about the product?
Sometimes de Talk function has a dskY and it is bothersome to customers
What problems is the product solving and how is that benefiting you?
I am solving first contact resolution for the company that I work for, allowing for better customer experiences
Recommendations to others considering the product:
Before filing a complaint for any of the features make sure to review the FAQ's and follow the basic troubleshooting steps u
Znedesk Support Suites is a MUST HAVE
What do you like best about the product?
We have multiple brands in Zendesk and the option to find the brand to report on is easy and quick.
What do you dislike about the product?
Creating custom reports can be overwhelming and confusing.
What problems is the product solving and how is that benefiting you?
We are solving productivity with all of our brands and employees worldwide.
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