Zendesk Suite
ZendeskExternal reviews
6,517 reviews
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Instant and useful help
What do you like best about the product?
I used the bot in order to get in touch with selfcare but I needed a help from an agent. Jan helped me quickly for an topic he did'nt have the answer. After some test, he confirmed that it worked and now I can use it.
What do you dislike about the product?
Nothing clearly, waiting time very low so nothing to dislike in this help
What problems is the product solving and how is that benefiting you?
Nothing to say
The ultimate Customer Support tool
What do you like best about the product?
Zendesk is the best Customer Support tool I have worked with. It allows my team to do so much for our customer's requests, and it makes the job easier for agents. Organizing views, adding macros and automation, centralizing the customer operations in one place and being able to produce reports are some of the advantages of using Zendesk.
What do you dislike about the product?
Zendesk is not a very intuitive tool for Admins sometimes, and understanding how to improve our use of it can take a lot of reading and learning (some things could be a lot easier to set up).
I would, for instance, put Chat and Talk under the Support interface to make navigation easier.
I would, for instance, put Chat and Talk under the Support interface to make navigation easier.
What problems is the product solving and how is that benefiting you?
We have created better processes that are customer centric. We have added macros and automation to help agents go through tickets faster, and we've implemented a better tagging system to slowly improve reporting.
Zendesk Review
What do you like best about the product?
Zendesk reporting - very comprehensive and their programmed data system allowed us to get business insights easily and if there were data that we wanted to tailor-fit their insights builder integration is also easy to use.
What do you dislike about the product?
Their customer service support is hard to reach out, it's not easily accessible through their website, and is often unable to help us troubleshoot issues that we usually ended up solving on our own.
What problems is the product solving and how is that benefiting you?
As our brand customer service platform, Zendesk enabled us to plan our staffing and capacity based on our SLAs, and also allowed us to customize how we communicate to our customers using our brand voice.
Platform for you Customer Service needs!
What do you like best about the product?
Overall, we love using Zendesk. Implementing the Agent workspace has been great; it marries the chat and talk portals on one screen for more straightforward navigation. Many tools help assess our analytical reporting, which has helped to manage our team's KPIs, goals, and expectations. Also, it allows us to remain transparent. It has been a great tool for overall customer support. We love how Zendesk manages our customers within their interface; logging all interactions under their profile. We love the ability to add macros easily and have utilized the help center feature immensely. We also love how easily we can incorporate a help center article into an email using the knowledge base feature. Zendesk has allowed us to create enough of a seamless workflow to assist our customers asap!
What do you dislike about the product?
From the start, the configuration of multiple brands, triggers, etc. was definitely confusing. You may need IT assistance from your own company to help assist, especially for things like chat widget configurations. The setup was not intuitive, and the support was not very helpful. When new features are rolled out, sometimes their help center articles are not updated or do not help you enough to understand.
The answer bot has shown to be very to be desired. We understand it needs to learn to provide the best-suggested options, but the answer bot is not intuitive in emails.
We have also experienced odd issues with the basic flow of Zendesk. For example, when a customer replies to an email, we do not see the reply when opening the ticket. We have to close the ticket and re-open it to view the reply. When accepting a chat, we have seen a lag in the customer's message or loading the ticket itself. This has caused issues with our team's response time.
For basic, straightforward use Zendesk is great. But, I would agree with others. If you are looking for a system that you would like to truly customize, Zendesk may not be the best choice. And another agreeance I have is the price point can be very high.
The answer bot has shown to be very to be desired. We understand it needs to learn to provide the best-suggested options, but the answer bot is not intuitive in emails.
We have also experienced odd issues with the basic flow of Zendesk. For example, when a customer replies to an email, we do not see the reply when opening the ticket. We have to close the ticket and re-open it to view the reply. When accepting a chat, we have seen a lag in the customer's message or loading the ticket itself. This has caused issues with our team's response time.
For basic, straightforward use Zendesk is great. But, I would agree with others. If you are looking for a system that you would like to truly customize, Zendesk may not be the best choice. And another agreeance I have is the price point can be very high.
What problems is the product solving and how is that benefiting you?
We truly love the updates of having all customer information and interactions in one place. We hope to continue to see positive updates to clear some of the tech issues we have seen.
Zendesk is easy for both agents and customers to use
What do you like best about the product?
Zendesk is easy to learn for both agents and customers.
Love the ability to create either group or individual views, depending on the need. We can easily add categories to identify the types of requests we are getting. And customers can easily find articles we've posted for self-help.
Love the ability to create either group or individual views, depending on the need. We can easily add categories to identify the types of requests we are getting. And customers can easily find articles we've posted for self-help.
What do you dislike about the product?
While it is rare to have any issue with zendesk, customer service is not always properly equipped to handle the situation. With my last ticket with them, it seems I understood how the software worked better than them
It can be hard to run any type of analysis on categories/tags that have sub-headings. (For example we might have user: new and user: education. Can run analysis on either separately but not as a group.)
It can be hard to run any type of analysis on categories/tags that have sub-headings. (For example we might have user: new and user: education. Can run analysis on either separately but not as a group.)
What problems is the product solving and how is that benefiting you?
Makes it very easy to see what kinds of issues our customers are running into and share solutions among the agents. It is more efficient than trying to follow a trail of emails because it's all right there under the agent and/or category.
Well organized, insightful, and knowledgeable about the issue at hand.
What do you like best about the product?
Having a real person to be able to interact with to help identify or solve the issue that is occurring.
What do you dislike about the product?
Potential waiting times between opening the message and being matched with a live support agent, occasional long wait times between messages sent (varies depending on demand at the time the chat was created).
What problems is the product solving and how is that benefiting you?
Emails being sent to our support address do not always create a Zendesk ticket, sometimes we'll only find out about an email that was sent to us because a customer will call and ask for an update on their support request and why we never responded to them (because the Zendesk ticket was not created).
Great Product with an Easy Entry for point Administration
What do you like best about the product?
Zendesk is one of the easiest tools to administer at our company and has proven to be one of the most powerful tools for our operations.
We have been able to automate tasks with/without our internal tech resources and made our customer experience all the better.
We have been able to automate tasks with/without our internal tech resources and made our customer experience all the better.
What do you dislike about the product?
Zendesk can be slow to resolve issues and has a relatively slow response to issues. Many times when reaching out to support I've been shared FAQs that do or do not address the issues at hand. But generally, it's an easy system to troubleshoot.
What problems is the product solving and how is that benefiting you?
Zendesk solves the task of tracking our customer journey from beginning to end and has given our product team direction to plan, and attack customer pain points.
Quick & Easy Support
What do you like best about the product?
Time of response, ease of use and agent knowledge.
What do you dislike about the product?
The fact that I had to contact Support in the first place.
What problems is the product solving and how is that benefiting you?
I was able to access the mobile app which allows me to do work remotely more efficiently.
Good support - could benefit from some more product knowledge
What do you like best about the product?
Very quick responses from the members of staff.
What do you dislike about the product?
Long wait times and it seemed like the staff didn't necessarily know what they were talking about
What problems is the product solving and how is that benefiting you?
They can selve communication problems and also problems about how to best use the platform
Great support!
What do you like best about the product?
I like the messaging part of it. You can leave Zendesk and do other important things and will get notified once support comes in. I understand why the filter of messaging is there, but I feel like every query is essential to be resolved immediately.
What do you dislike about the product?
I understand the filter of query, so Zendesk can provide immediate assistance to issues that impact customers and resolve the other problems that do not require immediate assistance. But I feel like every query should be answered promptly or within an hour.
What problems is the product solving and how is that benefiting you?
When I need support, Zendesk is available to answer my questions. Having someone to guide you on why things work and do not work in some Zendesk functions is really great!
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