Zendesk Suite
ZendeskExternal reviews
6,538 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Wonderful help from Aubree... she guided me on ticket closure
What do you like best about the product?
That the agent took the effort to provide remote assistance
What do you dislike about the product?
To do live chat all the time. The conversation iIrequest to email does not contain pictures shared during discussion.
What problems is the product solving and how is that benefiting you?
Ticket closure
Deleted Organization Support Ticket
What do you like best about the product?
Jhan was helpful during the chat and responded quickly.
What do you dislike about the product?
Zendesk was unable to find the cause of the issue. Data was able to be deleted/changed withhout there being Tracking of it.
What problems is the product solving and how is that benefiting you?
This ticket was the first Ticket. We had had an Organization Deleted either by a user or an external Okta system. No Benefits as there is not sufficient Tracking to tell how or who deleted it
Its the Cadillac of support suites
What do you like best about the product?
Ease of use. The apps that we use via 3rd party through Shopify, its so helpful when there is also a ZD app to combine assistance in ZD on the program, such as Loyalty Lion. It reduces extra time of loading the page etc if not needed. I also LOVE the new Shopify upgrade which shows more order detail. Makes a MAJOR difference in the work flow. Additionally, internal notes are great. I like the on-hold function as well as setting up SLAs, that has been very helpful in times of high volume! Love to merge tickets together as well.
What do you dislike about the product?
The number one thing is the irony that they are a CS suite, yet they have poor customer service. It changed over the last 5 years, we no longer have a dedicated rep and it is basically impossible to get in touch w your account rep. It took literally months to even figure out who our new account rep was. It is also very pricey. That really turned us off with Zendesk. For systematic things; I strongly dislike that merging is unchangeable. If there is ever an accidental merge, it can't be undone, and when you merge two incorrect accounts, it will forever confuse agents and customers if the wrong person is getting the wrong email. Any workarounds there are well needed!!!!! I like Zendesk explore, but it takes a lot more to load and do to just get a simple report within Zendesk as we used to, such as agent ticket counts and tag reports. It takes longer via explore.
What problems is the product solving and how is that benefiting you?
Being able to handle multiple tickets from all directions (chat/voice/email/facebook/instagram) in one place makes customer service much more manageable with a team of 7 actively in there doing so many different things at one time. We love the benefit of using the answerbot to offer FAQs in email triggers and in chat. That helps to reduce some tickets for sure! More customization in the chat answer bot would be fabulous.
Recommendations to others considering the product:
Set up views to organize tickets
Set up SLAs to create catgories of priority
Configure phone to use if you'd like to make calls from cell phone
Lean into Answerbot as much as possible!
Set up SLAs to create catgories of priority
Configure phone to use if you'd like to make calls from cell phone
Lean into Answerbot as much as possible!
Not a bad service
What do you like best about the product?
I can personalize it to my needs. Like personal views, graphs in Explore, etc...
What do you dislike about the product?
The end clients experience issues signing in to Zendesk. They have to clear cookies or try a different browser to proceed with "Contacted us? Get a password." There are some small UI issues that need to be fixed.
What problems is the product solving and how is that benefiting you?
hmm, I work with it.
Good when it works, but expensive and poor support
What do you like best about the product?
Once it's setup, Zendesk is a great way to manage support with our users. It provides a good range of options and is reliable. Users don't seem to daunted by it!
However, I recently upgraded to one of their 'Suite' plans and so far this has been a disaster. New features are broken, missing or impossible to setup. Users are trying to chat with us when no-one is available because the widget keeps them waiting even though we're offline.
However, I recently upgraded to one of their 'Suite' plans and so far this has been a disaster. New features are broken, missing or impossible to setup. Users are trying to chat with us when no-one is available because the widget keeps them waiting even though we're offline.
What do you dislike about the product?
It's a bit expensive! This time, support has been pretty dire and right now I have zero confidence that ZenDesk will be able to fix the issues.
What problems is the product solving and how is that benefiting you?
Offering support to our users. Zendesk seems to be the best tool to do this. It's made supporting our users much easier, which is beneficial to our business.
Recommendations to others considering the product:
At the moment, no.
Solid Application with Poor Execution
What do you like best about the product?
Zendesk is an excellent tool for responding to customers quickly and automating certain aspects of the communication process. The reporting on items is really solid, and there is a lot you can do with this tool. The Talk and Guide feature also provide an excellent service for most service-oriented companies.
What do you dislike about the product?
The problem I have with Zendesk is that a lot of features that you expect to be there aren't there. Many of these features are spelled out in the community from 3-5 years ago and it looks like they are all but ignored. That brings me to their training and community. The training is limited. It shows you how to do things but doesn't give any indication of why to do something. Having your support be a community forum makes it hard to find how to do certain things. Personally, I think they should make a more robust training guide rather than having a spatter of articles from all over that may or may not address your questions.
What problems is the product solving and how is that benefiting you?
The biggest problem we are solving with Zendesk is having all communication with customers flow through Zendesk so that we can document all conversations, whether it is by phone or by email. This way we can keep a record of every interaction with a client. We are also able to direct customers to the correct department without having to waste their time or transfer them to multiple people.
not friendly to a long-term user.
What do you like best about the product?
the support products like workspace, live chat.
What do you dislike about the product?
the support on users, especially the WhatsApp integration.
What problems is the product solving and how is that benefiting you?
some questions on the settings, the easy issue was resolved quickly by chat.
It's very hard to set up. The live chat CS is very unhelpful.
What do you like best about the product?
I like how custom you can make everything.
What do you dislike about the product?
The UI/UX for the agent is pretty bad. The Zendesk CS team via their live chat is very unhelpful.
What problems is the product solving and how is that benefiting you?
Having one program to respond to sales and support inquiries. Being able to hook in all of our support systems in one place.
Still could be better
What do you like best about the product?
I like Explore section, it is nice to see statistics. Macros, tags, triggers, and automations are helping too.
What do you dislike about the product?
I don't like that every time I contact Zendesk support I get a bunch of articles to read, instead of guiding me and answering my question straight away. I had only Taylor G. that was very professional and it took me a very short time to solve my questions with her help.
I don't like that we are able to use the Answer Bot, but there is no option to track what users are typing and that is the most important data! Also, the Answer Bot statistics is not quite clear to understand. Clicked articles - was always zero, so we reported and apparently there is a bug on your side.
I don't like that we are able to use the Answer Bot, but there is no option to track what users are typing and that is the most important data! Also, the Answer Bot statistics is not quite clear to understand. Clicked articles - was always zero, so we reported and apparently there is a bug on your side.
What problems is the product solving and how is that benefiting you?
Zendesk Support is connected with our App and website and Facebook. It is very nice and comfortable way to communicate with customers.
Zendesk Help Support is extremely slow and unknowledgeable.
What do you like best about the product?
Extremely thorough system with some incredible functionality
What do you dislike about the product?
The set up / administration is a beast, and often you will need to contact support for help. I've contacted them a couple times with minor questions, but responses take forever. We sent in a question on Dec 4, reach out twice after that and didn't get a response until Dec 16. It is now Jan 12 and the question is still unresolved because each time u send a message it can take 3-5 days to get a sentence response. We wanted to launch jan 18, so we figured reaching out about the issue on Dec 4, would give us enough time...guess not.
This isn't the only case where the slow response time has become frustrating. If you need to administer or set something up, expect that you will need lots of time to get answers from support. Planning and sticking to an original timeline will surely be impossible if you need to talk to support.
This isn't the only case where the slow response time has become frustrating. If you need to administer or set something up, expect that you will need lots of time to get answers from support. Planning and sticking to an original timeline will surely be impossible if you need to talk to support.
What problems is the product solving and how is that benefiting you?
We are switching off of intercom to a new, more complex, and more robust ticketing system. We are seeing much greater reporting functionality.
showing 71 - 80