Zendesk Suite
ZendeskExternal reviews
6,517 reviews
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A quick satisfactory experience
What do you like best about the product?
The ease of customization and creation of fields, as well as the integration of Explore, make Zendesk a powerful tool, both for customer support and for data measurement, and how to get there, through the analytics that the tool provides.
What do you dislike about the product?
There could very well be a native integration of Zendesk with Tableau, or a consumable API directly with the main tools in the market. Explore is suitable for when there is a community at work that uses Zendesk, but when there is a need to integrate the data with other areas of the company, this is problematic.
What problems is the product solving and how is that benefiting you?
Zendesk today enables the direct integration of regulatory and consumer channels, allowing responses to both the regulatory entity, regardless of the channel, and the end customer.
Zendesk support
What do you like best about the product?
Adds easy to use chat widget with answer bot and personal help.
Bot can add additional information over FAQ.
Personal is competent and friendly
Summary gets send to your email for reference
Bot can add additional information over FAQ.
Personal is competent and friendly
Summary gets send to your email for reference
What do you dislike about the product?
Previous support tickets are still accessable after they have been resolved. This leads to a bit of a mess in the chat field.
Wait time for getting a support agent
Wait time for getting a support agent
What problems is the product solving and how is that benefiting you?
I used it to solve a specific sync error between HubSpot and Zendesk and got a competent agent who helped me quickly.
The bot can also add information that is not in the FAQ
The bot can also add information that is not in the FAQ
Regular Product Improvements, Listens to Feedback
What do you like best about the product?
There is a vast variety of features and customization options, and I have seen lots of feedback from clients applied in the software updates that are released regularly. Lots of events are available for free through the web to connect with the company, and support has been relatively quick to respond to any issue I've raised with them.
What do you dislike about the product?
There are still some features that have been widely requested or are considered base in other suites that have not yet been implemented by Zendesk. Because the server is hosted by zendesk, reporting is obtuse even when using their tool and direct database calls cannot be made through explore, making the report building process much more complex than if the data was stored by the company itself. The self service training seems to be undergoing more improvements than the original iteration, but still lacks a lot of content that would be nice to see. Most of the information needs to be found through the support center and forums, and there can be some circular searching to find which article has exactly what you need.
What problems is the product solving and how is that benefiting you?
We are using Zendesk Support Suite to run the entire Customer Experience department of our E-commerce business, for tickets, sales, and our customer help center. We are hoping to continue to utilize it more to automate some of our issues, but navigating the transition from chat to messaging and chatbot is tricky due to limited options for educating our customers
ZenDesk is a great solution for my needs
What do you like best about the product?
ZenDesk has a good mix of support-related solutions including Chat, Knowledge Base, and Phone support. I appreciate the simple interface that is available in conjunction with a very flexible and configurable system.
What do you dislike about the product?
It can be a little confusing at times trying to access the specific section of ZenDesk that I want to access. This might be due to the fact that I am used to a different support software solution, but it would be nice if their were a more intuitive main dashboard view.
What problems is the product solving and how is that benefiting you?
I am using the Knowledge Base and the Chat. I am benefitting from ZenDesk's startup promo that gives startups an extended free trial on ZenDesk. I appreciate that and plan to stick with ZenDesk after the promotional period ends.
Very quick response time. Helped answered all the questions I had.
What do you like best about the product?
It's nice having someone respond promptly.
What do you dislike about the product?
There really isn't much to dislike, the initial wait time was a bit long but very responsive afterwards.
What problems is the product solving and how is that benefiting you?
It's helping me answer very specific questions you can't just find in forums. It helps me and my team come up with solutions a lot faster.
Zen desk works. Good product for the money.
What do you like best about the product?
Cost and ease of use.
Support is helpful.
Product has been around for a long time. So it's easy to find guides to do just about anything.
Support is helpful.
Product has been around for a long time. So it's easy to find guides to do just about anything.
What do you dislike about the product?
Maybe the UI is a little old looking but who cares about that.
What problems is the product solving and how is that benefiting you?
Support tracking of issues.
Customer service issues.
Customer service issues.
The agent was very responsive, understood my issue, and the suggestions were exactly what I needed
What do you like best about the product?
Response time. It was quick, and accura
What do you dislike about the product?
Support good, software where I was confused
What problems is the product solving and how is that benefiting you?
I could not find something in the software. Support taught me where to find it. Helped me to update an important part of my profile that was preventing me from working.
Solid fundamentals; needs new features
What do you like best about the product?
Zendesk's features are all intuitive and easy to use. I enjoyed being able to rapidly transition my team to entirely using Zendesk for Customer Support and self-service
What do you dislike about the product?
I disliked that when my agents across differing time zones experienced similar spotty connections in Talk calls, it was difficult to troubleshoot and ultimately relay reports of bad connections to the appropriate team -- too much pushback from ZD support when reporting these issues.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite provides us the ability to connect all of brands in one workspace, to automate many actions through macros, and to give us granular control over reporting and analytics.
Informative and helpful
What do you like best about the product?
Having access to articles for support and being able to chat to a human with interactive responses quite and easily. Every encounter thus far has been a pleasure to speak with them.
What do you dislike about the product?
Not having an option to email transcripts. A simple function which their built in messaging system allows. This would be handy to keep notes on conversations for future reference.
What problems is the product solving and how is that benefiting you?
Asking a question about omnichannel. Need to know the finer details before turning on so we do not mess up our current routing. More recently about malicious attachments, an informati ve answer and reference link was provided.
Flexible, easy to use support suite
What do you like best about the product?
Easy to configure support suite, with a great agent message editing experience (with some improvements required). Triggers and automations help us make changes to tickets based on business rules, and integration with other services lets us get feedback from our customers about how well we're doing.
What do you dislike about the product?
Emoji support is pretty weak, with some strange behaviour since a recent update to the editor experience. Zendesk Explore is a little difficult to understand, but once configured it does help to get insight into your support tickets. It would be great if there was better support for customer reporting, such as to generate reports by organisation of recent tickets, resolution times etc.
What problems is the product solving and how is that benefiting you?
We are a small support team and Zendesk helps us manage tickets from many more customers than we could handle using email alone. Our best feedback from customers is around our support team, and Zendesk certainly helps achieve such good results.
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