Zendesk Suite
ZendeskExternal reviews
6,476 reviews
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Pretty good
What do you like best about the product?
It has a really clean interface. Very easy to navigate the UI and it's nice that it is customizable for our business.
What do you dislike about the product?
I really dislike the "light agent" role. It seems to be nearly useless in most cases. I also do not like that there are no parent-child ticket relationships.
What problems is the product solving and how is that benefiting you?
We're solving task management with Zendesk. It's been really helpful and eye-opening to see what was not working in our previous system.
Got everything you need, but harder learning curve.
What do you like best about the product?
I love all the integrations. They've been around for the longest and all the big dawgs have integrations with them (and frequently vice versa).
What do you dislike about the product?
From the very start you don't know what you're doing. They have some helps and you can get there, but things are not in intuitive places and I doubt they're going to change. When you have a massive amount of users you can't change the UI that much no matter how it affects the UX without losing some out of frustration of having to relearn how to do things. Also it's a pain that you have to login to use the wiki
What problems is the product solving and how is that benefiting you?
We use the support email service and the wiki a little. Mostly we use the slack integration and mobile app too...
Recommendations to others considering the product:
Id see if others like groovehq or others would be enough. Zendesk is really for big corps that need all the bells and whistles and are willing to put a man on it to learn them all. If you represent the big company, you'll feel at home here.
Solid platform but high and not transparent price
What do you like best about the product?
Interface for agents is good, it's easy to install the widget, it has been mostly reliable with a status page in case of problem. Good triggers.
What do you dislike about the product?
Pricing is high and charge more for statistics and API access (?) not possible to differentiate groups. Not possible to decide to show/hide the widget on specific pages
What problems is the product solving and how is that benefiting you?
customer support and sales with the trigger feature
Works for work
What do you like best about the product?
I often receive a timely response and the staff show knowledgeable in their correspondence. Interface is straightforward, appealing and isn't too complicated
What do you dislike about the product?
Sometimes hard to enter all info into request, or hard to find specific info
What problems is the product solving and how is that benefiting you?
Tech problems.
Functional Platform with Useful Add-Ons - I Dislike Multiple Screens/Tabs for Apps
What do you like best about the product?
Quick to setup an start supporting customers - email integration was simple, admin wasn't overwhelming, and training new agents is fairly straightforward.
What do you dislike about the product?
I highly dislike logging into separate applications via multiple screens or tabs! I understand Zendesk designed their system as individual apps, but it's incredibly inefficient to have to login to Chat in one tab and Support in another - I should be able to chat with customers right in my Support interface. On the same note, Guide (knowledge base) isn't easily accessible/searchable to agents by default - we have to install apps to search our own internal KB while working on tickets?!
What problems is the product solving and how is that benefiting you?
Unable to manage all aspects of service within Support application. I basically need one agent in Chat, all in Guide (searching for answers), and all in Support. For comparison, I previously used Salesforce, and I could do just about everything on one screen. At least I could build workflows to drive agents through a sensible process, such as submitting a ticket when a call comes in, then push a search of the KB before taking further action - that was great for training and reinforcing usage of our knowledge.
Recommendations to others considering the product:
Decide immediately if you want a single application to do everything, or if you want users logging into multiple browser tabs.
Zendesk helps us help people on our website
What do you like best about the product?
Pretty user friendly to help chat with patients on our website.
What do you dislike about the product?
Sometimes it can be difficult to juggle more than one patient trying to chat at a time, in addition to working in an office.
What problems is the product solving and how is that benefiting you?
Offering another avenue for patients to interact with us via our website, answer questions for people that don't necessarily want to call in.
Works decent
What do you like best about the product?
Ticket triggers and automations make the software really powerful.
What do you dislike about the product?
I wish round robin ticket assignment was included in the stock software.
What problems is the product solving and how is that benefiting you?
We are able to efficiently manage our tasks using Zendesk, making it easier to get customer resolutions faster.
not intuitive
What do you like best about the product?
I like being able to manage shared inboxes, and good reporting tools
What do you dislike about the product?
It's difficult to forward an email to someone not in zendesk. It's too easy to send a message outgoing when it was supposed to be an internal note.
What problems is the product solving and how is that benefiting you?
managing multiple streams of incoming communication
Easy to use
What do you like best about the product?
The software was very simple and easy to use. Just a few clicks and we could be done with entering what we needed to enter for each student.
What do you dislike about the product?
The design/layout was not the best. It was easy to use but it looked kind of old school. I usually prefer a more modern interface.
What problems is the product solving and how is that benefiting you?
We used it to help students apply to the University of California. As stated above, it was very easy to use (helped by the fact that we didn't enter much data).
Great for tickets
What do you like best about the product?
Easy for resolving tickets from clients
What do you dislike about the product?
Reporting could be a little more user friendly
What problems is the product solving and how is that benefiting you?
Easy to communicate with clients in a timely manner
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