Zendesk Suite
ZendeskExternal reviews
6,477 reviews
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Zendesk's do-it-yourself approach to their product leaves customers in the dark.
What do you like best about the product?
The interface is better than most but the ability to customize or understand what is available is largely shielded in the company FAQs.
What do you dislike about the product?
No support in customizing Explore reports, ticket forms or getting basic feedback on when updates to Agent Workspace could be expected. I have given the same feedback for over 3 years and have continued to receive feedback from other ZD customers about the same issues I have reported with no acknowledgment from ZD.
What problems is the product solving and how is that benefiting you?
Currently, nothing is being solved, only sold. We have had numerous tickets and complaints in writing regarding Agent Workspace that has not been resolved and yet we are frequently given a sales pitch to return to Agent Workspace. Our team has had to review countless FAQ articles, trial by QA, and discussions with other companies that use Zendesk and live chatting support to reach a decision about not moving forward with Agent Workspace. The only plus here is that we were able to revert back to ZD without AW.
Get's the job done!
What do you like best about the product?
I really apprecaite the Apps and Integrations. With Zendesk not quite having everything a certain businesses' operations might need right out of the box, allowing others to develop Apps that solve those problems is incredibly valuable and helpful.
For example, the Tasks app is critical to our day to day operations.
For example, the Tasks app is critical to our day to day operations.
What do you dislike about the product?
The least helpful thing is probably that the skills based routing historically hasn't worked in a way that intuitively makes sense and is effective operationally. This was originally one of the selling points that lead to us choosing Zendesk, but it has never worked and the proposed enhancements to make the feature actually usable still seems to be in development.
Likewise, it is very rare that some sort of issue or usability oversight gets addressed in a timely manner, if ever.
Likewise, it is very rare that some sort of issue or usability oversight gets addressed in a timely manner, if ever.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to effectively manage our Professional Services operations (Implementation, Support, Account Management, Consulting). We have structured workflows for completing various operations and we are continuously building out new operations and refining our old ones.
Exceptional Support Experience
What do you like best about the product?
We've been using ZD for years now. We like how seamless the workspaces are. We mostly use Talk and email ticketing systems. And now with the new agent work space, it seems like there's an effort to improve overall usability, which we always appreacite.
What do you dislike about the product?
Not much to highlight here, setting up custom explore reports can become a bit tidous. It's quite complex and fidgety. I wish we could leverage templates and enhance overall usability.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is solving several critical problems for us. It's consolidating all our customer support tools into one platform, which has significantly increased our efficiency. We don't have to switch between different systems, saving us time and reducing errors.
Amazing and easy to handle
What do you like best about the product?
Sooth system i really enjoy the simple concept
What do you dislike about the product?
The way i can quickly assist customers with issues
What problems is the product solving and how is that benefiting you?
The way to manage volume
It's a fine platform
What do you like best about the product?
It keeps our work flowing, and we've figured out how to use it. I like using Explore, but I wish it was more intuitive - it's not at all. Overall, it's a fine platform to use.
What do you dislike about the product?
Agent workspace - I wish that there wasn't a forced migration in the future.
Also - Explore could be much more user-friendly.
Finally, it's hard/impossible to pull a lot of data that would be great to be able to pull (like exporting a list of triggers).
Also - Explore could be much more user-friendly.
Finally, it's hard/impossible to pull a lot of data that would be great to be able to pull (like exporting a list of triggers).
What problems is the product solving and how is that benefiting you?
It gives us a convenient way to interact with our customers
Streamlining Email Tickets
What do you like best about the product?
Being able to visually prioritize and work items in order of priority. I also enjoy being able to recall tickets and run reports on the tickets we have received, worked, and/or solved.
What do you dislike about the product?
Zendesk can be tricky to get started with. There is a lot of setup involved and customizations that are not as intuitive as I'd hoped. I wish we had a dedicated representative throughout the whole user process and not just during implementation. Getting answers to things is more challenging than I'd like.
What problems is the product solving and how is that benefiting you?
We used to manage, track and work all of our 'customer' issues through a shared email box. With this it was impossible to see how many related items we had, how long it took to respond and/or resolve issues, how many issues were recurring, who our repeat offenders were, and we struggled to recall issues for accountability.
easy to implement and use with extensive self service resources
What do you like best about the product?
It was easy to figure out our implementation through all the training available and self service resources.
What do you dislike about the product?
There are some things that I wish could be customized more.
What problems is the product solving and how is that benefiting you?
1 streamlined platform that hosts all of our incoming customer service requests in one place, regardless of the source
Solid ticketing system with some limitations
What do you like best about the product?
The efficiency our team has gained in handling tickets and the automation has been the biggest benefit. The reporting tools are fantastic. So much information at our fingertips now.
What do you dislike about the product?
I'm not a fan of the messaging feature. It's confusing bouncing back and forth between live messaging and "non-live". We have had to create multiple triggers and different routing configurations to ensure agents are not just handling tickets from messaging all day rather than a mix of talk, email, and messaging.
What problems is the product solving and how is that benefiting you?
It's adding self-service for our customers as well as helping our internal support team be more efficient in handling customer tickets. The workflows and automations make the ticket management clean and easy to manage.
Must need to scale your ticketing system
What do you like best about the product?
The quick start and ease of use, even for novices of ticketing systems. We were able to scale our support agency-wide in a matter of days, quickly meeting our emergent needs.
What do you dislike about the product?
The additional costs for each feature. If I knew how to implement them easily, I might splurge on the cost.
What problems is the product solving and how is that benefiting you?
Ticketing helpdesk questions/problems after a new software implementation
Great tool for customer service!!!
What do you like best about the product?
Zendesk Support Suite is very user friendly andit manages our customer messages effectively. The tickets are so easy to manage that's why it helps us ensure that we can reply to customer issues in a timely manner.
What do you dislike about the product?
I really don't have something that I dislike in Zendesk support suite. ZD is a powerful platform and I'm still experimenting and looking for other ways to maximize ZDs features.
What problems is the product solving and how is that benefiting you?
Isssues with receiving customer messages, this helps us because we need to respond to our customer tickets in a timely manner to avoid customer dissatisfaction.
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