Zendesk Suite
ZendeskExternal reviews
6,517 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Professional Experience
What do you like best about the product?
the chats are fast , the service is professional , easy to learn and adapt to the platform
What do you dislike about the product?
sometimes we face many bugs that makes it hard for us to work
What problems is the product solving and how is that benefiting you?
as a company that faces many challenges, zendesk makes it easy for us to treat many issues in a small amount of time.
Great support platform
What do you like best about the product?
the system is very flexible and customizable - using triggers/webhooks and so on there is a lot of customization possible.
What do you dislike about the product?
only some minor specific things that are not possible (e.g. linking incidents to problem tickets via a trigger)
What problems is the product solving and how is that benefiting you?
it is our support system dealing with everything from support tickets, chats, social media support etc etc
and with zendesk explore we get great data on all of that
and with zendesk explore we get great data on all of that
Review
What do you like best about the product?
public vs internal note allows for better flow
What do you dislike about the product?
having to submit to save changes to fields
What problems is the product solving and how is that benefiting you?
resolution of customer issues
Best in class
What do you like best about the product?
Zendesk is the best in class helpdesk software. It's intergrations are easy to setup, its billing is clear, and it's support is quick to respond.
What do you dislike about the product?
It's difficult to have certain specific feature sets unless you want to pay for the entire platform. Some features we'd use, others we don't and we still have to pay for that which we do not use.
What problems is the product solving and how is that benefiting you?
Zendesk helps us support customers, answer questions, and build self-help documents. We're able to track all this data, Zendesk works in multiple channels like facebook chat, email, phone calls, etc.
Flexible & customizable platform with great customer service
What do you like best about the product?
Zendesk Support is the tool I most use daily and it "just works". It helps us answer our clients while maintaining full context into currently faced difficulties and helping us ensure we don't miss anything. It's reliable, robust, and customizable. Customer service is helpful and always there when we've needed it.
What do you dislike about the product?
Zendesk has multiple tools and even some dedicated to reporting (Zendesk Explore). Explore includes features such as dashboard creation for reporting purposes. It is newer and definitely in need of some bug fixing. Issues include a lack of ability to revert changes to dashboards, with users having to manually undo them instead. It is rich in terms of features but needs some attention to ensure it's ready for production usage.
Additionally, Zendesk makes some decisions in terms of UI changes that can impact teams (namely, over their Agent Workspaces feature). Unfortunately, they don't allow such changes to be customizable and I can envision that, when the rollout is mandatory and does happen, it will bring different issues to us. There are public forums where you can voice your opinion, but judging by the lack of results from past interactions (when it comes to having concrete info on product improvements over Explore), I don't expect any changes from Zendesk.
Overall, a lot of major positives with some negatives which need to be considered.
Additionally, Zendesk makes some decisions in terms of UI changes that can impact teams (namely, over their Agent Workspaces feature). Unfortunately, they don't allow such changes to be customizable and I can envision that, when the rollout is mandatory and does happen, it will bring different issues to us. There are public forums where you can voice your opinion, but judging by the lack of results from past interactions (when it comes to having concrete info on product improvements over Explore), I don't expect any changes from Zendesk.
Overall, a lot of major positives with some negatives which need to be considered.
What problems is the product solving and how is that benefiting you?
Zendesk offers several tools to bootstrap your CX needs, one of these being Zendesk Support. This service has enabled us to reply to our clients with the quality and efficiency we need. It's an interesting and customizable platform and offers exciting features (customizable triggers for system/user actions, establishing SLAs, marketplace for plugins, etc).
Good for tickets and metrics
What do you like best about the product?
What I like the most is how easy it is for me to measure KPI's and assign tickets to every member of the team. These tool is being used by many departments within the company due to the good results we have seen.
What do you dislike about the product?
the interface is not as friendly as others I have tried. I wish there was a way to integrate different emails in 1 account and for the emails to be automatically separated into the different business units
What problems is the product solving and how is that benefiting you?
I was not able to measure how much my team was doing and now, by assigning tickets, I can measure their work more efficiently and take the necessary steps to improve our KPI's.
Getting the hang of this, thanks to some human support for the tool!
What do you like best about the product?
I'm new to the platform and so inevitably there are settings and functions that I couldn't find alone, so turning to the chat bot has been helpful "occasionally" - but when that fails due to my questions being off - I appreciate the live chat support with real people.
What do you dislike about the product?
I had a singular problem with changing the spam settings for support tickets, one support article told me to go to "guide" then "moderate content" but that setting wasn't under my account and it was actually under "user" settings. It seemed the support article was for another version or level of the support platform that we aren't subscribed to.
What problems is the product solving and how is that benefiting you?
Helping manage all of our tickets in one place, overseeing agents performance and customer satisfaction. Its a satisfactory platform, although I'm only beginning to fully understand it.
Fast and trusted to give your customer the best experience
What do you like best about the product?
The integration. Is very important to my business can connect all our systems to see all of the customer interaction
What do you dislike about the product?
The delay to upgrade features and to realease new important features
What problems is the product solving and how is that benefiting you?
I can talk to my customer using Whatsapp, email or chat and see their history. This helps me to track the customer experience beyond the journey
Super speedy service!
What do you like best about the product?
Ease of use with integrating new channels which are out of the box.
What do you dislike about the product?
Reporting can be a bit of a minefield and requires alot of attention. I also would like a inbuilt WFM tool rather than having to tack on different applications!
What problems is the product solving and how is that benefiting you?
The ability to have all social channels integrated into one ticketing system to allow for agent tracking.
Robust Support System for Enterprises
What do you like best about the product?
Zendesk provides many tools to support organizations to provide support to customers. It also allows for users to be able to obtain support via various channels (email/knowledgebase/chat/etc).
What do you dislike about the product?
Some third-party integrations are still quite buggy and lack features (Slack/JIRA). Zendesk's reporting system also needs a lot of work and should be easier to use.
What problems is the product solving and how is that benefiting you?
They provide an all in one tool for support organizations. It lessens the burden on support organizations in that they don't require 3 or 4 different systems to provide support.
showing 771 - 780