Zendesk Suite
ZendeskExternal reviews
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Adequate but also quite complicated to use for a growing start-up business
What do you like best about the product?
The design interface is clean and easy to use. The helpdesk functions look great and are superior in their design and ability to customize. The products are innovative and market-leading, and built for companies looking to scale along with their CX requirements.
What do you dislike about the product?
The integration between different Zendesk products is clunky at best. I always found it very difficult to find the location of settings for each product, as some settings are global, some are specific. The cost of the products also far exceeds the time spent trying to configure and work with the varying tools provided.
What problems is the product solving and how is that benefiting you?
Being able to respond to customers quickly and easily, either via desktop tools, email, or phone apps. Integration with our website was important in terms of chat functionality.
Effective but not very user friendly
What do you like best about the product?
I like that the whole team has access to e-mails, so if you are out of office they can view them without having to access your personal e-mail.
What do you dislike about the product?
I don't like the merging of tickets, it can be confusing. And I don't like the navigation within the site and the look is a bit dated.
What problems is the product solving and how is that benefiting you?
Mostly client facing problems.
Recommendations to others considering the product:
It meets the goal of transparency with tickets, but could show improvement in other areas
Zendesk Support Suite
What do you like best about the product?
I like that compared to email, I only see what is essential and requires and action from me.
What do you dislike about the product?
There is a lot of limitation when it comes to customizing emails.
What problems is the product solving and how is that benefiting you?
I can respond to my customers faster and keep it all in one place.
Not a happy customer but too busy to go anywhere else or train anyone on anything new
What do you like best about the product?
I like in theory how it helps to keep everything organized. You can easily manage and keep an eye on how many open issues there are and how long they take to get closed. It is a great way to see overall how much of what type of requests we receive. It is a great way that people on all of our teams can help each other out.
What do you dislike about the product?
There constantly seems as though there is something wrong. We have accidentally deleted a core function that doesn't allow users to receive our updated comments. I do understand that it is great to be able to customize it to tailor our every need but how is this a core function that should even be something you are able to delete? It does not leave much room for human error without "breaking the system". My biggest complaint is that I constantly am reaching out and it is clear when someone is new or a lower-tier trained employee because they're working hard for long extents of time to figure it out for us to spend an hour on the line together with no resolve. I would much rather be escalated to someone who knows what they are doing than wait for someone to figure it out. It makes me frustrated and give up wanting to contact you. Then I have to figure out a workaround to cope with no one knowing how to help.
Then you have the opportunity for emails to be forwarded straight to Zendesk but that same email address can not be one of our own agent's so nothing that the agent was responding to from their personal email address was copying the ticket inside of Zendesk. How is a major function such as this not something that can be done? It is a ticket management software that is supposed to manage email responses. Another issue was that automated responses were being triggered but there was no trigger to understand why they were getting a default notice and then also the one that I created as well.. Empty notifications were being sent out with no additional information.
I couldn't get a teammate of mine on board with this being an effective resource because of the ways it's fallen short. Now my company's team and customers continue to bipass using Zendesk at all and emailing each other directly. Our usage has significantly dropped. T
Then you have the opportunity for emails to be forwarded straight to Zendesk but that same email address can not be one of our own agent's so nothing that the agent was responding to from their personal email address was copying the ticket inside of Zendesk. How is a major function such as this not something that can be done? It is a ticket management software that is supposed to manage email responses. Another issue was that automated responses were being triggered but there was no trigger to understand why they were getting a default notice and then also the one that I created as well.. Empty notifications were being sent out with no additional information.
I couldn't get a teammate of mine on board with this being an effective resource because of the ways it's fallen short. Now my company's team and customers continue to bipass using Zendesk at all and emailing each other directly. Our usage has significantly dropped. T
What problems is the product solving and how is that benefiting you?
I was trying to have multiple back office agent's supporting each other by keeping our eyes on each other's emails and promptly responding to client's that someone will get too then soon. It was working well until our Program's email agent Genevieve could not get what she needed from Zendesk and was having to do double time by opening her email and also copy paste and editing it in the zendesk ticket. While some would receive the response and some would not by her copying the other directly forwarded email addresses. She had the biggest influx of emails and once no one could figure out how to make it work we had to pull hers out. Everyone has continued to request not using Zendesk.
A good tool but with a bad customer support
What do you like best about the product?
The tool works well for what it has been set up, but the customer support from account managers and customer success has left a lot to be desired for the past 6 months.
What do you dislike about the product?
When Zendesk acquired Base CRM and integrated it as Zendesk Sell, we were thrilled, as we were Base CRM's customers. However, several years later, Zendesk has failed to fully incorporate Sell as part of the Suite and solutions provided. It feels as if Sell lives in another place, which has caused a little trouble on our side.
What problems is the product solving and how is that benefiting you?
Efficiently processing and automating the flow of tickets
Recommendations to others considering the product:
Zendesk works best if you decide to buy the whole package. I've seen the wonders of self-service and the automation provided by Zendesk's tools, so if you choose to jump ship, you better be able to leave behind all your other tools.
Great support, just wish it was easier to find.
What do you like best about the product?
Friendly help from my agents. They were very helpful
What do you dislike about the product?
Finding an actual human was tough. The chatbot was not very helpful.
What problems is the product solving and how is that benefiting you?
We had lost our phone icon and had to get help reestablishing that.
Decent product but some very large flaws, mostly with after the sale issues.
What do you like best about the product?
We have been with Zendesk for a few years now. They are continually improving the product, and making integration easier with other products.
What do you dislike about the product?
The sales staff response time and knowledge about what they are selling is not acceptable. When you are paying for a product with features those features should be available and the sales person should know what is included in the sale.
The thing that is going to make us look for another solution is that if you delete something there is no undelete option. Meaning if someone malicious gets into your tenant and deletes things or changes things there is no way to recover. This was found out after almost 5000 customers were deleted from our tenant...
The thing that is going to make us look for another solution is that if you delete something there is no undelete option. Meaning if someone malicious gets into your tenant and deletes things or changes things there is no way to recover. This was found out after almost 5000 customers were deleted from our tenant...
What problems is the product solving and how is that benefiting you?
As a support communication product to our customers the product works well, and giving customers the ability to solve their own issues through the Guide is what we really like.
Recommendations to others considering the product:
I would at this point personally recommend looking elsewhere for a support solution.
Not very flexible
What do you like best about the product?
I like how comprehensive the sales funnel report
What do you dislike about the product?
I don't like that if an existing contact submits another inquiry through my website, Zendesk doesn't recognize that they already exist and notify me of a new inquiry. Instead, it creates a new lead.
What problems is the product solving and how is that benefiting you?
I realized that the lead capture form I'm using on my website isn't the one that Zendesk created for me.
Dissatisfied with the latest Task Player upgrade.
What do you like best about the product?
The old version. The 'upgrades' typically feel like a 'backgrade'.
What do you dislike about the product?
The 'upgrades' they make are rarely useful.
What problems is the product solving and how is that benefiting you?
The Task Player issue. I requested they revert it back to an optional feature.
Recommendations to others considering the product:
Stop doing unnecessary 'upgrades'.
Does its job. Depending on the type of support that's required, sometimes it could be slow.
What do you like best about the product?
Basic. Very easy to use if you stick with the basic features.
What do you dislike about the product?
There isn't a support line to call. Extra features such as reporting require a premium license.
What problems is the product solving and how is that benefiting you?
Communication with users are all logged in a single ticket. Shows a trail.
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