Zendesk Suite
ZendeskExternal reviews
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Ironically, terrible support, SMS features do not work, ZERO help or support
What do you like best about the product?
Zendesk is good for creating workflows, it allows for complex routing rules when routing chat to our support teams, and the scripting which pre-populates the responses is pretty good.
What do you dislike about the product?
Zendesk support is non-existent, which is ironic. We have been unable to use the prioduct for 60 days due to SMS delivery issues, over 90% of our SMS get rejected. And they won't help, call us, or support us in any way. STAY AWAY -- the worst support I've ever encountered.
On top, they keep billing us monthly for a product they does not work and they won't support.
Our $20,000 annual bill is going to $0.
We're moving to Twilio Flex. Do not make the mistake us using Zendesk for support, it simply doesn't work, and support is multi-channel, and they can't deliver SMS.
On top, they keep billing us monthly for a product they does not work and they won't support.
Our $20,000 annual bill is going to $0.
We're moving to Twilio Flex. Do not make the mistake us using Zendesk for support, it simply doesn't work, and support is multi-channel, and they can't deliver SMS.
What problems is the product solving and how is that benefiting you?
It's helping us manage thousands of email replies a month and we were using it for inbound SMS but it stopped working. We had to shut down inbound SMS which was working well.
Cheap but not customizable
What do you like best about the product?
It was a very cheap and quick support suite to set up. Their support was responsive.
What do you dislike about the product?
The customer facing portal was not customizable at all. It classed with our branding.
What problems is the product solving and how is that benefiting you?
Our customers were looking for a self service portal were they could see the status of their tickets. They also wanted to be able to open new tickets. This was a nice off the shelf product to attempt that.
Zendesk Performance Review
What do you like best about the product?
Zendesk Support tool is easy to use for customer support.
What do you dislike about the product?
So far I don't see any downside of the tool in handling customers concern.
What problems is the product solving and how is that benefiting you?
As na customer service representative this tool is a platform for us to get in contact with the customer to assist them with theri concerns.
Best software to manage clients tickets!
What do you like best about the product?
Zendesk is a very user-friendly application. You can organize and segment the ticket information pretty easily; all that information is visible to the team.
What do you dislike about the product?
I don't like that there aren't many tutorials online on how to use it properly or how you can use it more efficiently. I had to learn by using it and trying things until they worked fine.
What problems is the product solving and how is that benefiting you?
Zendesk helps us by delivering service to our customers who are facing issues with their products, also it helps us to track and manage the clients and connect all the information with the support team.
One of the best technology or application
What do you like best about the product?
What I like best is the convenience it offers to me as a Customer Support. The options are very useful in doing my Job, the same with the reality that it's user-friendly. I really like Zendesk.
What do you dislike about the product?
In rare occasions, there is a latency that needs to be fixed. But no worries, this just happens on a rare occasion so overall, furthermore, the graphic design needs to get more of modern.
What problems is the product solving and how is that benefiting you?
As an agent for customer, I am encountering problems in having a hassle locating buttons or options, Zendesk has this feature where you can easily locate the options that you need. So it is very convenient especially when you are speaking to multiple customers.
Flexible Support Ticketing System and highly customizable Guide for Kbase and Community experience
What do you like best about the product?
What I like about Zendesk suite is that it is very easy to use. Under the agent workspace, you can have the summary of your tickets, customized views with permission on groups, role, but the beauty is with triggers and automation to easily route tickes or create complex workflow and automation. You have macros feature and an SLA function too which is quite powerful. We also push side conversation to Microsoft Team but this can be done within Zendesk too
Additionally, it has a customizable Help Center which gives you the necessary information that you need to know in your product and the steps to take when troubleshooting and a weaker Community/Forum Gather product.
Additionally, it has a customizable Help Center which gives you the necessary information that you need to know in your product and the steps to take when troubleshooting and a weaker Community/Forum Gather product.
What do you dislike about the product?
Main dislike is the inability to massage the data for Closed Tickets (so you cannot come back and change incorrect information for closed or archived tickets) which hamper the ability to accurately report from their Zendesk Explore (as data cannot be modified) - Zendesk Explore is a bit cluncky too.
What problems is the product solving and how is that benefiting you?
Zendesk is at the core of the delivery of our Customer Success Operations to Customers and Partners through agile ticketing system and Kbase/Community and Gather (for Reporting)
Zendesk
What do you like best about the product?
I've been using Zendesk Suite for a while now and I'm quite pleased with it. Our customer service operations have been greatly expedited as a result of the unification of Support, Chat, and Guide into a single platform. The user-friendly interface allows our agents to manage problems, interact with consumers via live chat, and even produce useful knowledge base articles. The automation tools have saved us a significant amount of time by ensuring that the correct tickets are sent to the correct agents. Overall, Zendesk Suite has transformed how we handle customer interactions and improved our overall customer happiness.
What do you dislike about the product?
The reporting and analytics features lack depth and often provide inaccurate insights. The constant updates also disrupt our workflow, as we have to constantly adapt to new changes that don't necessarily improve the user experience.
What problems is the product solving and how is that benefiting you?
My personal favorite:
Ticket Management and Tracking: Effective ticket management is one of the primary challenges addressed by Zendesk Support Suite. It collects and organizes incoming client inquiries from various sources such as email, chat, social media, and others. This simplifies the process, prevents tickets from sliding through the gaps, and guarantees that customer issues are resolved quickly and consistently.
Ticket Management and Tracking: Effective ticket management is one of the primary challenges addressed by Zendesk Support Suite. It collects and organizes incoming client inquiries from various sources such as email, chat, social media, and others. This simplifies the process, prevents tickets from sliding through the gaps, and guarantees that customer issues are resolved quickly and consistently.
Easy to use
What do you like best about the product?
It is easy to use and easy to train new people to use as well.
What do you dislike about the product?
It can sometimes get overwhelmed with changes added and start to not function properly, which can be confusing to understand the limitations and where changes need to be made.
What problems is the product solving and how is that benefiting you?
It is helping to reach and help our customers, whether by email or live chat. We can also easily track interactions with each customer.
Empowering Success Through Scalability, Integration, and Exceptional Support
What do you like best about the product?
The Zendesk Support Suite has exhibited commendable attributes such as scalability, integration capabilities, omnichannel support, unified customer support, customization, flexibility, and robust reporting and analytics features. Furthermore, their premier support service is truly exceptional. It's worth noting that while no platform is flawless, the effectiveness largely hinges on the specific variant you've procured. The Zendesk Support Suite offers comprehensive solutions and distinguishes itself by being user-friendly. Our current key performance indicators (KPIs) stand as a testament to its excellence, alongside the contributions of our strategic technology partnerships. Zendesk, in particular, has played a pivotal role in achieving best-in-class results!
What do you dislike about the product?
I find Zendesk's feature prioritization process to be somewhat slow for my liking. However, as long as they keep customers informed and actively work on the prioritized features, I'm satisfied with their approach.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite resolves operational challenges, enhances customer satisfaction, and empowers us to deliver efficient and effective support services. It ultimately contributes to our business success by allowing us to focus on providing exceptional customer experiences.
Zendesk, perfect solution for techinical support and customer service.
What do you like best about the product?
It allows the user to assign cases to each other easily. The agent can view the complete history of previous conversation on a single screen while on chat. Easy access to reports. Scheduled reporting helps the stake holders while on a review or dailt standup meets.
What do you dislike about the product?
Difficult to intigrate with other sales software like sales force, pipedrive. Zendesk needs to have a only calling options seperately if some one needs it just for calling purpose. This calling feature needs to have an easy intigration.
What problems is the product solving and how is that benefiting you?
We are able to use zendesk as a one stop solution for Techsupport, billing, collections, retention and customer service teams. As it give the agents the complete history of the customers at a single page. Agents are also able to read the notes from other departments, which is some times very useful.
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