Zendesk Suite
ZendeskExternal reviews
6,517 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great platform for both users and administrators - grows with your amibtions!
What do you like best about the product?
I have experienced Zendesk as an end user when receiving support from various companies, as an admin who rolled out Zendesk in a small start-up and as a contributing user within my current role (adjacent to Support).
Zendesk is very modular, you can get started easily (and with only a modest investment) and someone like myself can get his head around pulling together a working configuration within a few weeks. You can quickly start using Zendesk to manage, escalate and resolve customer queries, build and organise a growing internal and end user facing knowledgebase and then start to investigate further plug-ins and optional add-ons to improve productivity or adapt the configuration to a growing staff/customer pool.
Zendesk is very modular, you can get started easily (and with only a modest investment) and someone like myself can get his head around pulling together a working configuration within a few weeks. You can quickly start using Zendesk to manage, escalate and resolve customer queries, build and organise a growing internal and end user facing knowledgebase and then start to investigate further plug-ins and optional add-ons to improve productivity or adapt the configuration to a growing staff/customer pool.
What do you dislike about the product?
It is not always obvious why a certain feature doesn't work - as a light agent you for installation ance cannot tag other colleagues in internal comments under tickets and it is not obvious to find that out. Zendesks' own support is at hand though to answer this type of question and they are quick, friendly and professional when doing so.
What problems is the product solving and how is that benefiting you?
Zendesk is deeply embedded in all our client-facing processes and end points, and we use it to work through regulated processes, answer queries and resolve problems from our end users. We serve hundreds of businesses and need a reliable platform to communicate with them as well as manage between hundreds and thousands of tickets a month across a large category of possible interactions - it's far more than just support and Zendesk has been able to keep up with our requirements so far.
Zendesk support is often hard to get supported
What do you like best about the product?
Overall it integrates with other apps and the out of the box tools are usually very helpful
What do you dislike about the product?
Some very basic functionality that is being asked for by the community is often ignored and some workarounds suggested by ZD are inferior to the community answers that we have to dig for. Additionally, though the new workspaces are excellent it has now broken a key feature to seeing customer behavior on our site and we have to choose between the new feature or going backwards for the one feature
What problems is the product solving and how is that benefiting you?
It does allow for multi-channel communication with our customers and helps us resolve tickets and issues
Zendesk support is kinda slow sometimes, but helpful
What do you like best about the product?
I like that Zendesk always helps me and my team solving our doubts and questions with good explanation of everything. The platform is quite complete and their support team is good.
What do you dislike about the product?
Sometimes, it takes too long to find the issue and to solve the problem, which ends up causing some problems on our end. But I suppose it takes too long because the platform is very complete and has a lot of features.
What problems is the product solving and how is that benefiting you?
It benefits me because I'm a Zendesk user and whenever I have a problem regarding tickets, the platform itself or other apps that are connected to our Zendesk account, the Support team always helps us out.
Wild Earth Review
What do you like best about the product?
Zen Desk, offers a great range of services for all our business's needs. With phone, chats, email & API integrations we can't ask for much more. Perhaps a little on the pricey side but worth it for the size of our business. We would just ask for more reporting options as a long-standing member. All in all a positive rating from us.That we can comment & leave the information on our phone calls.
What do you dislike about the product?
The reporting function. For the price, we pay it should offer more features available & customizable.
What problems is the product solving and how is that benefiting you?
Glitches in Talk, as it sometimes cuts out. Not leaving our customers hanging or cut off our calls.
Excellent customer support with the best scalable software
What do you like best about the product?
During the integration, there are more than one suitable method you can use for almost anything. In any of the other tools, you would HAVE TO integrate in the way that the tools want it to be.
During the connections with other tools, it is always intuitive and you know that you will be able to do anything in any way you want.
During the connections with other tools, it is always intuitive and you know that you will be able to do anything in any way you want.
What do you dislike about the product?
I'd want the tickets to be replied through a slack integration too.
Apart from this, I'd want a react-native SDK to be used with the application. Right now, you need to fork out some unofficial ones.
Apart from this, I'd want a react-native SDK to be used with the application. Right now, you need to fork out some unofficial ones.
What problems is the product solving and how is that benefiting you?
We are an up-and-coming startup that is looking forward to getting some customer feedback and solving their issues, for these purposes it will be serving excellently for us.
On the plus side, they are also offering a startup solution almost unconditionally which is one of the best things happening for a small company.
On the plus side, they are also offering a startup solution almost unconditionally which is one of the best things happening for a small company.
A robust tool but not super user friendly
What do you like best about the product?
I like having light agents creating groups and organizations as well as the knowledge base/help center
What do you dislike about the product?
I don't like moving from admin center to guide to tickets, I wish I could assign tickets to light agents, I wish your default views were more intuitive and easy to see/change, There should be more templates to choose from for articles, getting specific help is a bit hard/time consuming and I want to integrate others apps and it's all overwhelming for a new customer. The training guides don't start or include the specific things I need as customer service my focus is my own customers, not my organization as a customer to zendesk, but most articles are written for developers at such a high level and there is SO much text it's too much to read and digest easily
What problems is the product solving and how is that benefiting you?
It is better than HelpDesk which were using before and has an actual app that works and the whole end to end customer support we can provide now is SO much better! And your sales persom was very responsive and helpful, unlike Freshdesk who we also got quoted. That is ultimately why we went with Zendesk, is the customer support for us.
I've enjoyed using zendesk over the last 3+ years
What do you like best about the product?
The usability day-to-day is pretty good. Easy tool to work out of. It's not very hard to train people in this tool to get them up and running and being able to take tickets.
What do you dislike about the product?
Some of the usability in the admin center could be better. When making changes to customization, it is commonly tedious and requires loads of clicks to make the changes (adjusting fields and forms, updating triggers/macros, etc). Additionally, creating help center articles should be easier. An import tool would be a big help here. Our team will create articles in a tool like google docs so that we can quickly collaborate and get the articles created. Then, the builder that is used in the Zendesk help center is tedious to recreate these articles in the help center. An import mechanism would be great. Also, there's a feature request with a lot of people in agreement that in the new agent workspace, Zendesk NEEDS to go back to having the ticket title on the tab for that ticket instead of the title of the requester.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to have multiple, configurable channels for receiving questions/feedback/messages/bug reports from our customers. As our business evolves, we can update the channels that are being used to better serve our customers and be more available to them. It's also allowing us to track trends based on custom fields we have on our tickets. This then allows us to report on those fields and have actionable takeaways from our Support tickets.
Its very user friendly
What do you like best about the product?
Everything is organized., Interfaraince has to more eiiective.
What do you dislike about the product?
Interference has to be more handy, We are not able to send the attachment on live chat/WhatsApp.
What problems is the product solving and how is that benefiting you?
I am not able to see my unsolved tickets option on lift hand side.
Very good thus far
What do you like best about the product?
The general system is clear and easy to understand
What do you dislike about the product?
There could be more customisability for support
What problems is the product solving and how is that benefiting you?
It is enabling our company to provide smooth and easy customer support
An Amazing CRM Tool compacting dozens of features all in one place
What do you like best about the product?
How easy it is to organize and manage incoming tickets from all channels and the ability to set intelligent triggers that will quickly identify the type of ticket, whether its an issue , quire ...etc
What do you dislike about the product?
The fact is that when an update hits, they sometimes change the way how a particular function gets executed, so we need to get used to the new method.
What problems is the product solving and how is that benefiting you?
Organization, before zendesk, we used to rely on multiple apps to meet our demands like a dedicated ticketing system and a dedicated live chat system, but with zendesk you get all of that and more in one place
showing 661 - 670