Zendesk Suite
ZendeskExternal reviews
6,764 reviews
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Good ticketing system - easy to set up, use and maintain, but costly and detached from other parts of our workflow
What do you like best about the product?
The UI, so simple and key thing, remains the most important advantage of Zendesk over competition. It might be a matter of being used to the interface though.
What do you dislike about the product?
The work flow setup is very limited compared to competition.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support to manage the SaaS platform support processes in our company - all customer and internal employee requests are handled with this tool.
The system has proven to be rock-solid and suits our requirements, we were able to set and integrate everything with another tooling we use (e.g. Jira).
The system has proven to be rock-solid and suits our requirements, we were able to set and integrate everything with another tooling we use (e.g. Jira).
Great for ticketing system, bad for call centre system
What do you like best about the product?
I love that it is relatively fast to get support or help with any issues you are having.
What do you dislike about the product?
Having to go through countless articles before getting anywhere!
What problems is the product solving and how is that benefiting you?
Daily bugs or question we may have.
Good but limiting.
What do you like best about the product?
I appreciate the ability to see past history.
What do you dislike about the product?
Good features for companies that dont need to customize their dashboard however very limiting once you are looking to optimize your processes.
What problems is the product solving and how is that benefiting you?
Reaching out to customers in an efficient matter.
We had to keep escalating our issue and finally a response saying that they didn't have a resolution
What do you like best about the product?
They have articles to support, chats good
What do you dislike about the product?
It takes a while to get help, the resolution time.
What problems is the product solving and how is that benefiting you?
Our chat function is experiencing missed chats, we have been given a resolution to try.
Great software, untrained salespeople
What do you like best about the product?
Good ticket management, nice portal for end users, decent support services, nice documentation
What do you dislike about the product?
Salespeople that do not understand the software. They overpromised in the sales cycle far beyond the capacity of the tool. In writing, so I succumbed and believed it. Purchased the upgrade and now don't have the functionality I need.
What problems is the product solving and how is that benefiting you?
Managing SaaS interactions with B2B clients.
Bad customer service (at least in LATAM)
What do you like best about the product?
I like that apps can be added to Zendesk to complement the tools.
What do you dislike about the product?
I don't like that you want to charge everything "separately" and that the customer service in Mexico and other LATAM countries is not the best. It makes no sense what you sell with what you offer.
What problems is the product solving and how is that benefiting you?
Have an omnichannel platform.
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.
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