Zendesk Suite
ZendeskExternal reviews
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Good (but not great) Knowledgebase
What do you like best about the product?
The Zendesk Guide interface is fairly easy to navigate. I like that you can easily assign Articles to different Categories, and that you can re-arrange all of the content. I also appreciate that Zendesk *finally* added the View History feature, so that you can see what changes were made, when, who did them, and revert back to any revision.
What do you dislike about the product?
The text editor needs some improvement. Copy/paste adds a lot of markup to the code, so you have to manually clean up in the Source Code view.
I would also like Zendesk to offer some sort of Synonyms feature. For example, if a user searches for "couch", but you use the word "sofa", then results with "sofa" would still appear. Right now, you can add Labels to articles, but those are difficult to manage, especially if you have a lot of articles.
I also want Zendesk to offer an easy way to get metrics; right now, you can't even export a list of all of your articles to CSV format (or at least not that I'm aware). You can use Google Analytics, but it would be easier if data-reporting was built-in.
I would also like Zendesk to offer some sort of Synonyms feature. For example, if a user searches for "couch", but you use the word "sofa", then results with "sofa" would still appear. Right now, you can add Labels to articles, but those are difficult to manage, especially if you have a lot of articles.
I also want Zendesk to offer an easy way to get metrics; right now, you can't even export a list of all of your articles to CSV format (or at least not that I'm aware). You can use Google Analytics, but it would be easier if data-reporting was built-in.
What problems is the product solving and how is that benefiting you?
My company uses Zendesk Guide in conjunction with Zendesk Support. We create articles and known issues in Zendesk Guide, and then an agent can easily link those articles to customers if the issue is relevant. Overall, we like using Zendesk Guide, and it meets our needs.
Recommendations to others considering the product:
I would only use Zendesk Guide if you're using Zendesk Support.
Worked well for what we needed
What do you like best about the product?
Zendesk Guide has the ability to use multiple Help Centers, distinguishable by brand, product, etc. We are able to leverage this well with our multi-brank, multi-product software.
What do you dislike about the product?
Reporting - Zendesk reporting, in general, has been a barrier for us. We're able to surface some of the metrics we need, but others require exporting data and having our BI + Data Science teams do work.
Not necessarily a disklike, but something we did not get around to due to resource restraints: ability to brand/code to create a specific experience is possible, but know what you're getting into. We didn't leverage this as well as we could have, rather just used the built-in branding tools.
Not necessarily a disklike, but something we did not get around to due to resource restraints: ability to brand/code to create a specific experience is possible, but know what you're getting into. We didn't leverage this as well as we could have, rather just used the built-in branding tools.
What problems is the product solving and how is that benefiting you?
Multiple Help Centers, branded differently based on product and customer. We provide services based on multiple products and support both B2B and B2C. Being able to separate the business needs and support the different customers based on product has been a must.
A True Customer Support Software To Improve Response Time
What do you like best about the product?
It is easy to user, very friendly, It can easily be customized as per your needs.
What do you dislike about the product?
I was in love of this, I couldn't find anything which I can say I dislike in it.
What problems is the product solving and how is that benefiting you?
Providing customer support, the benefits that I realized that I have increased the response time.
Zendesk guide is easy to use and low effort to deploy
What do you like best about the product?
Its pretty simplistic which also makes it easy to use, administer and customize.
What do you dislike about the product?
part of it being simple is that it doesn't always give you the options you need, which means editing code directly or paying for new themes or templates
What problems is the product solving and how is that benefiting you?
we are using it to host our help articles, and to serve them up in app through another app called elevio. We have realized a huge drop in ticket volume and an increase in users self serving.
Recommendations to others considering the product:
do your research and be sure that all your use cases can be met with zendesk
Useful
What do you like best about the product?
Integrates into the ticketing system easy to use
What do you dislike about the product?
I don’t have anything negative to say about the product
What problems is the product solving and how is that benefiting you?
With zen desk talk it’s easy to deal with customers while working on support tickets
Amazing!!!
What do you like best about the product?
The customer service! If I ever needed assistance, I was actually excited to reach out to them to have my problem solved. They always made sure they helped walk me through everything before the conversation was finished. Everything seems to be up to date, never buggy and they always listen to their customers. If we make suggestions, they listen and don't ignore what their customers are asking for! The price you pay definitely reflects in the software!
What do you dislike about the product?
You have to pay more for the better features. While it doesn't burn a hole in my pocket personally, it would be nice to see that for one solid price across the board, everyone pays the same price for the same things. As far as the Roles and Permissions, creating roles or permissions for other users is limited. Being able to have more control over who sees and accesses what would be great! Sometimes, when a chat ticket is put in, it takes a while to process. Sometimes, it will crash kicking the user out, having to start the conversation again with another agent. If it doesnt crash, it will take a while for it to come through to our end.
What problems is the product solving and how is that benefiting you?
Locating purchase orders, and helping to walk through orders online, and processing payment
Recommendations to others considering the product:
Pay the price for the better features, if not you're going to wish you had, as it makes it a lot easier and better to use
Speedy But Clunky
What do you like best about the product?
I like that Zendesk is speedy. Coming from different ticketing systems, Zendesk is a downright thoroughbred. The layout is fairly intuitive and clean and isn't a text-box-cluttered nightmare. It runs well in just about any browser and the mobile site isn't bad either.
What do you dislike about the product?
Using Zendesk is somewhat clunky, at least in our instance. It's very picky about the ticket detail fields that you fill out and can refuse to even save an existing ticket if the country (for international instances) isn't populated. The rest of the mandatory fields can wait until you close it, but Country will cause ZD to error out with no explanation.
What problems is the product solving and how is that benefiting you?
For now, we're just using it as a ticketing system for our two help desk branches. It does the job for that. Rolling out self-servicing articles is pending.
Recommendations to others considering the product:
If the pricing is good, go for it. It's far less annoying than other systems I've used.
Overall an excellent product that aids in being responsive to requests
What do you like best about the product?
I like the internal note section which helps in handing a ticket off to a colleague. Being able to attach something and have it come in as a hyperlink to make sure it doesn't get removed by customer email filters is real nice.
What do you dislike about the product?
3 things come to mind. First, as an agent in a sub account, i cannot rate the awesomeness of a colleague in another sub account. Internal notes also can be read by colleagues in another sub account (we are entirely different organizations within our company.) Lastly, while the hyperlink for attachments are great, they sometimes get lost on the customer and we have to put in a note where to find the attachment. Having those be more visually prevalent would be a nice touch.
What problems is the product solving and how is that benefiting you?
I work in DevOps and we get passed tickets from our customer support and can handle the request and pass it back to to them which is great. We also handle requests internally from our dev org and can track and triage accordingly.
Used for HelpDesk Support
What do you like best about the product?
I liked the level of accountability within the software. It kept track of each help ticket and the status of each one. Easy to set up and easy to use.
What do you dislike about the product?
There wasn't anything that I didn't particularly like about the software. Interface and design were very easy to use. Overall a great solution for help-desk support.
What problems is the product solving and how is that benefiting you?
This allowed internal employees to create helpdesk tickets and allowed management to track the progress of each ticket.
Interface is very clean
What do you like best about the product?
As I said, the interface focuses on the most important options. I like that it's distraction-free and the flow of selections is seamless.
What do you dislike about the product?
Nothing. Very easy to use and have never experienced any problems with it.
What problems is the product solving and how is that benefiting you?
I submit tickets that help with reporting the current status of scooters around my city. By providing proof thru attaching images, it makes it easier for the other end to better assess the situation and how to go forward to solving it.
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