Zendesk Suite
ZendeskExternal reviews
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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.
excellent product feature, but their won customer support is lacking
What do you like best about the product?
App integrations and product suite features
What do you dislike about the product?
Difficulty contacting account team and discussing plans and pricing, also lack of follow up and communications
What problems is the product solving and how is that benefiting you?
Direct client contact, help desk, widget. Love utilising side conversations and collab add on to help distribute work between teams
Zendesk did not live up to expectations
What do you like best about the product?
I like the Asana and Slack integrations and ability to add multiple ticket field to the left-hand rail of browser (our agents use this feature for issue reporting). We also have our ops team included as agents but with completed different views as our support team which gives the illusion of having two inboxes in one.
What do you dislike about the product?
The onboarding experience was challenging. So many essential and elementary functions like sending or forwarding an email are hidden behind obscure settings or require an app integration - elementary functions that are available on smaller and less expensive platforms. For a company that markets as the best platform for ticket resolution, I continue to be disappointed in the lack of innovation. For example, when exploring the Zendesk help center, you see comments from users asking for simple updates for years ago that that yet to be addressed. I also find the customer support team to be inadequate or unfamiliar with the platform they are troubleshooting. I often have to speak with multiple reps to receive an answer to an issue. I also don't love views. It is hard to see your entire inbox and there is not an option to create folders, only different views. The suspended email function is frustrating, too, as we have many workflows tied to our email address that constantly get blocked.
What problems is the product solving and how is that benefiting you?
The asana integration lets our support team create tasks for the operations team without switching browsers and keeps the task tied to a specific ticket - This has helped with organization. The slack integration works similarly.
Recommendations to others considering the product:
Explore other options before committing and spend the time identifying your needs. Then, ask more than 1 ZD rep if the platform will meet those needs. We were told specific needs would be met but quickly learned that was not the case once we were in the thick of it.
Complicated, inaccessible, lacks UX designer.
What do you like best about the product?
ZD talk: easy to use, better than google voice. Love that the phonecall is automatically recorded and ticket is automatically generated.
What do you dislike about the product?
It is an incredibly inaccessible tool. The language is geared towards those in the tech space, and not customer service reps. I find that a majority of the tool is self-serve and self customizable. Which does not really matter if it is difficult and time-consuming to create customizations. ZD needs better UX - please hire a UX designer that focuses on accessibility. This goes beyond the inaccessible light gray text, low contrast, or confusing terms. Do research that involves actual customer support representatives to make the tool more useful to those who use it. Make the 'articles' you provide easier to follow along with and more readable. If not, put more tech-savvy individuals on the support team.
What problems is the product solving and how is that benefiting you?
- Lack of attention to UX is a huge issue with this tool
- Needs more clear language
- Support team lacks technical experience: I often solve my own issues in the time that it takes for ZD to even understand my question. If this was a free service, that would be acceptable. It is not acceptable for a paid service.
- Articles are difficult to follow along with
- It is incredibly difficult to create automation, triggers, and views.
- It is difficult to sort through your own emails and prioritize effectively
Benefits:
- Fonts are clear and easy to read
- ZD talk is easy to use and has improved our overall customer experience.
- Chat integration (while difficult to set up) has been useful and improved our customer experience.
- Putting tickets into new, open, pending, and solved has helped me prioritize better than traditional Gmail.
- Needs more clear language
- Support team lacks technical experience: I often solve my own issues in the time that it takes for ZD to even understand my question. If this was a free service, that would be acceptable. It is not acceptable for a paid service.
- Articles are difficult to follow along with
- It is incredibly difficult to create automation, triggers, and views.
- It is difficult to sort through your own emails and prioritize effectively
Benefits:
- Fonts are clear and easy to read
- ZD talk is easy to use and has improved our overall customer experience.
- Chat integration (while difficult to set up) has been useful and improved our customer experience.
- Putting tickets into new, open, pending, and solved has helped me prioritize better than traditional Gmail.
Recommendations to others considering the product:
Look at other options if you do not have a great deal of time to set up and use this tool, much less train, other representatives, to use it. We have continued to use it because it feels like somewhat of both a sunk cost and what is the industry standard, and we will switch if we continue to not receive what we pay for. Our experience has gotten better as we have used the tool, but I would not recommend ZD.
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