Zendesk Suite
ZendeskExternal reviews
6,537 reviews
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Great tool, pathetic implementation support
What do you like best about the product?
I have used Zendesk for over 4 years and it is a fantastic tool for supporting customers across different channels.
What do you dislike about the product?
Not much to complain about Zendesk as a support tool but the implementation support extended for a new account setup is nothing less than disastrous. We were promised free implementation support while subscribing to Zendesk and we started paid subscription 3 months back but to date, not even one action has been completed. Luckily I know a lot about setting up Zendesk and have done it myself to keep moving forward. But the sheet apathy towards an account paying you thousands of dollars a month is the last thing expected from a company that is all about Customer Support management.
What problems is the product solving and how is that benefiting you?
Supporting customers on emails, chat and calls.
AI instead of humans
What do you like best about the product?
Zendesk support is marginally helpful once you jump over all of the AI hurdles and bots to reach a live human being. If the question is simple, you'll get a simple answer, generally in the form of a Help Center link that you could have found on your own (or did find and determined it insufficient).
What do you dislike about the product?
If your question is complex, you'll get vague answers from Support or bounced around from team to team while they all point the finger at each other. Hopefully the acquisition will Make Zendesk Customer-Centric Again?
What problems is the product solving and how is that benefiting you?
Zendesk Support is most beneficial when contacted through the chat widget within an existing account with a very straightforward question. I would get more benefit from a proper account manager that was dedicated to our success, but that seems too hard for Zendesk to manage so the Support team is the next best option.
good
What do you like best about the product?
like how you have all the tools to not only integrate the existing connections with other systems, but also to create your own
What do you dislike about the product?
I find it tiring that we have to export each file and then it is mandatory to leave a comment that why we exported it and the file is unharmed.
What problems is the product solving and how is that benefiting you?
Overall it is a stable application but it is not a multi tasking which takes a while for everyone to finish their work.
Recommendations to others considering the product:
good product
Zendesk Support Suite
What do you like best about the product?
I like the integration with many support apps and the side conversations feature.
What do you dislike about the product?
I dislike the configuration, GUI, and the ability to receive support.
What problems is the product solving and how is that benefiting you?
I am solving the multi-channel support option. Once you grasp Zendesk conceptually, it will be much easier to use.
Recommendations to others considering the product:
If you are knowledgeable about the architecture or have a company/person to administer, you will be fine. There are easier choices, however.
Slow to receive an answer
What do you like best about the product?
Many resources are available. Community Forum is also interesting to see that other customers also have same questions.
What do you dislike about the product?
It takes ages to receive my answer when I contact the customer service representative. I need to log another ticket if the ticket is resolved but I still have some further questions. I assume that the staff are located in US. It is understandable there is a time difference however I feel that customer service is getting worse. I prefer to have someone answering my questions within the same day. (it used to be within 15 minutes)
What problems is the product solving and how is that benefiting you?
A lot of data helps us understand trends and root cause issues. We are using this data to improve customer service.
Zendesk Support Suite Review
What do you like best about the product?
Has a lot of out-of-the-box features and ways to create flows without getting too technical. The support platform is reliable and really user friends/has great UX/UI on the agent side
What do you dislike about the product?
For a product that has been on the market for a while, it is missing a lot of functionality that you would expect it to have. For example, reporting on queue size, historical reporting on real time monitoring, easily collecting ticket handling time, connecting phone numbers to accounts so it is linked when someone calls in. Their data side is also lacking. You cannot join reports which creates really big data problems. You also cannot delete tags without losing the ability to report on them which has created a lot of data clutter. Is likely suited to smaller companies
What problems is the product solving and how is that benefiting you?
It works for us as a solid support platform that still offers some built-in reporting (even if its not as robust as we would like), easily able to create triggers and automation to make our agents lives easier, big data respository
Recommendations to others considering the product:
I think it's still a really good platform. Invest in a solid setup from the start otherwise it will be a lot of work to undo
Zendesk review for ERP
What do you like best about the product?
The customization ability. With the right administrator you can build the Zendesk suite into a very powerful call center or ticket management system. We use it for bug reports and case management.
What do you dislike about the product?
It can run slow, breaks down, and if your ZD admin departs without documenting everything correctly, you are left to pick up the pieces. It also isn't easily visible for non ZD users like account managers, even if you're on the same team or working the same case. A ZD admin is required.
What problems is the product solving and how is that benefiting you?
I triage and resolve customer tickets, submit bug reports, and use archived ZD tickets to find answers to common problems in lieu of a knowledge database. It isn't particularly smart, requires a lot of help.
Recommendations to others considering the product:
There's a few different options that compete with ZD. It's really up to the needs of the business. I liked intercom and fresh desk about as much.
I used to be a huge fan of Zendesk - Changes in support have me looking for another solution!
What do you like best about the product?
The system itself has some great features. Being able to manage all email boxes, social media pages, and more on a single service is very nice. I like that the customization options to create a ticket form that works with our business cases. I like the free training that they offer - that makes it easy for users. So easy to learn and manage. Reporting and dashboard are nice, with out-of-the-box templates that are good. I can report on the data I want, but there is a learning curve and it is important to take the Zendesk Training to overcome the issues.
What do you dislike about the product?
Zendesk support used to be great. I could log in and open a ticket at https://support.zendesk.com. However, even as we are paying for an enterprise account, Zendesk has taken away the ability to create a ticket in their Help Center. The only way to create an incident is to go through the Chat Bot - Z Bot process and try to communicate in a tool with very limited actual value. This year I have submitted 15 support requests, and it takes much longer in 2022 to get an answer than it did when I first started with Zendesk in 2020.
Also, the Quality of the Answers is much lower than expected as support staff no longer know the procuce, as well as they, did a couple of years ago.
I would recommend considering carefully if you are considering Zendesk. If you need a simple solution with a small knowledge base where most of your questions can be answered by a bot, then Zendesk might be for you. But if you need an Enterprise Solution, Look elsewhere.
Also, the Quality of the Answers is much lower than expected as support staff no longer know the procuce, as well as they, did a couple of years ago.
I would recommend considering carefully if you are considering Zendesk. If you need a simple solution with a small knowledge base where most of your questions can be answered by a bot, then Zendesk might be for you. But if you need an Enterprise Solution, Look elsewhere.
What problems is the product solving and how is that benefiting you?
Receiving support from the Account manager has become a Shell Game. We used to have meetings with them and work on Continuous improvement, but now I get one-sentence answers forwarded me to a second, then third Account manager that is unhelpful and too frustrated to answer a single question.
Recommendations to others considering the product:
I would recommend considering carefully if you are considering Zendesk. If you need a simple solution with a small knowledge base where most of your questions can be answered by a bot, then Zendesk might be for you. But if you need an Enterprise Solution, Look elsewhere.
Powerful tool, poor support and expensive services
What do you like best about the product?
Our new account manager is quite helpful. Other than that, I think the main thing I like about Zendesk is how many different options/channels are serviced. Their tools are capable of supporting most things you'd hope to accomplish.
What do you dislike about the product?
Extremely complex tool if you are trying to manage on your own. It is very difficult to get good quality service from their chat/support team. 99% of the time just send you an article rather than reviewing your case in detail). Our account manager, however, is very helpful.'
The tool is not very visually appealing.
The tool is not very visually appealing.
What problems is the product solving and how is that benefiting you?
I can not think of any problems that are being solved outside of needing a shared inbox for our service team to review and work customer requests.
Platform worked okay; needs major improvement
What do you like best about the product?
Zendesk made it very easy to decipher between open, closed, or pending tickets. There was no ambiguity on what needed to be handled or responded to while in the platform.
What do you dislike about the product?
The interface was not user-friendly at all. It took a lot of getting used to trying to figure out reporting, how to add macros, how to adjust rules, and more. Plus, reporting features were lackluster at best and required an additional subscription on top of the monthly fee we were paying.
What problems is the product solving and how is that benefiting you?
It helped our small business handle inbound customer emails and community outreach as we grew.
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