Zendesk Suite
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Flexible Application Platform for Customer Support
What do you like best about the product?
Zendesk's Support Suite provides significant flexibility to ensure customer support threads are able to be centrally managed with ability to integrate to unlimited internal and external resources/apps. It also provides a great customer-facing platform to provide self-service answers and reduce support case volume and related costs.
What do you dislike about the product?
Like many software solutions, there are limitations so product gaps are expected. Where I'd like to see improvements is with their API platform to provide more granular permissions sets to ensure that security review of third-party applications can proceed without interference. A third-party application may only need to receive statistical information and not have full access to the customer/agent dialogue.
What problems is the product solving and how is that benefiting you?
Single platform for customer support that is secure and auditable. Reduces and removes friction points that make for a more efficient agent and customer experience.
Recommendations to others considering the product:
Zendesk is not an ITSM solution and doesn't bill itself as such though you can fit ITIL concepts into the platform to make it work for your purposes if that's a requirement.
Customer Support & Success Made Easy, Efficient, & Reliable
What do you like best about the product?
Ticket, chat, and phone call management are all made very easy with Zendesk. I can efficiently track customer support agent activity (including my own) and engagement with this tool.
What do you dislike about the product?
The only downside is the Zendesk Chat offline messaging feature. I wish the chat became an active ticket in Zendesk Support rather than an offline chat message that can't be directly responded to.
What problems is the product solving and how is that benefiting you?
We are able to manage tickets and analytics with Zendesk Support, which is very helpful.
Support Made Simple
What do you like best about the product?
Ease of use and quality of chat support.
What do you dislike about the product?
Content architecture (back end) options for organizing guide articles. the Guide itself is fine and the tools to create articles are great. The challenge is the limited flexibility in how to organize articles and display sections on the guide itself.
What problems is the product solving and how is that benefiting you?
Creating support content (real time) for our SAAS platform.
Effective
What do you like best about the product?
email channel, phone number and chat bot
What do you dislike about the product?
User Interface, iPad application and User XP
What problems is the product solving and how is that benefiting you?
Customer support
Achieves the 90%
What do you like best about the product?
There are many integrations within ZenDesk and a lot of them work out of the box. Our workflow where we can get notifications on tickets in a slack channel and keep tabs on appropriate tickets works really well. And if you are looking for basic triage functionality of taking in a ticket, assigning an SLA to the ticket and pushing into a L1/L2 queue and L3 for analysis, the product works really well as this is it's core functionality.
What do you dislike about the product?
Some basic features miss the mark. We use Zendesk as a closed system where our customers need to log in to view and submit tickets. 2FA is a feature that is extended to our agents, but not our customers which means we either need to move to a different authentication mechanism to achieve this or ignore the fact that our customer's credentials can be phished and tickets can be submitted as them. Other dislikes I've found is that support can be hit and miss from Zendesk. I understand that sometimes the workload can be quite prohibitive, and I'm sure there are lots of customers asking more questions towards Christmas for integrations, but I've found that sometimes what appears to be a "simple" question can go unreplied from Zendesk Support for weeks, and when you attempt to follow up sometimes the followup is quicker than the initial request.
What problems is the product solving and how is that benefiting you?
Working for a Managed Service Provider, it works well as a basic incident response system. We can track our customer's SLAs and respond accordingly. There appear to be good metics that we can get out of an add-on suite that is called "Explore" which allows us to pull out metrics against the tickets which has been improved greatly since the early days of us signing up, but Zendesk does make it easy for us to hit our marks and service our customers in a timely fashion.
Recommend!
What do you like best about the product?
I like the simpleness and ease of use of the system
What do you dislike about the product?
The email trails being included in each comment
What problems is the product solving and how is that benefiting you?
email allocation
Recommendations to others considering the product:
try it out - you wont be disappointed
CX Success story
What do you like best about the product?
I love the UX for agents as well as the seamless integration between channels, it is easy to train new users and reporting is easy to access and build simple reports. We have seen a huge difference in member experience and it continues to improve.
Additionally it would be great to be able to measure Adherence to Schedule via Zendesk
Additionally it would be great to be able to measure Adherence to Schedule via Zendesk
What do you dislike about the product?
I would like to see more reporting for Guide, and would also like to see more sentiment analysis tools build tin to the platform. I would like more integration with chat bot deeper reporting around conversions. I would like deeper Satisfaction tools eg NPS and sentiment analysis
What problems is the product solving and how is that benefiting you?
We have used as an omni channel CX platform and self service tool for our end users, benefits have included ticket deflection and improved efficiency from agents
Recommendations to others considering the product:
If you need a omni channel platform that provides also provides a seamless CX then I would recommend Zendesk, we have seen significant improvements to our customer journey
Great option for flexibility
What do you like best about the product?
I love the range of flexibility has to offer
What do you dislike about the product?
Probably the main downside for me is that there are not always possible ways to extract data, and sometimes there are product limitations where you don't really expect them
What problems is the product solving and how is that benefiting you?
Support and Guide
Great basic software to communicate with customers
What do you like best about the product?
Zendesk is highly customizable and easy to tailor to your company's needs. The views, triggers, and automations make it easy to control your team's workflow and priorities.
What do you dislike about the product?
Sometimes the "Talk" connection can be spotty. At times it is difficult to hear people, there is a delay, or it cuts out. Also the WhatsApp and chat tools/notifications need improvement.
What problems is the product solving and how is that benefiting you?
Prioritization and organization have been solved by using zendesk it is easy to control what our team works on first.
Advanced Customer engagement tool
What do you like best about the product?
To carry out conversation with my clients and my employees as not at all easy for me due to my hectic routine, hence I really wanted to overcome the communication barrier so that with mutual collaboration we could better work on every import issue that occurs in our various departments. Zendesk is very light application that is easily installed and easy to get started too. This application has eradicated my need of calling meetings and helped me to empower my employees, as we can easily sort any major issue due to its conversations flow feature.
What do you dislike about the product?
Zendesk is a bit costly tool that so it is not widely available for every customer, moreover it still needs some more features, especially while handling the tickets, many of them merge and it becomes complex to handle with time, I think some filtering tools should be inserted in this software.
What problems is the product solving and how is that benefiting you?
I has become very useful tool. I do not have to log in my various channels, but form this platform I am controlling my various channels’ productivity and capable of delivering the reliable customer services.
Recommendations to others considering the product:
It is very suitable for the moderate business especially for B2B type business but you can also get maximum out of it through costumers engagement via this tool. They have good cuisines services and respond in time. So give it a try if you really want to provide professional services to your customers.
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