Zendesk Suite
ZendeskExternal reviews
6,474 reviews
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Easy to use
What do you like best about the product?
I like the ease of use it had. I like that you are able to see if someone else within your organization is viewing a ticket at the same time as you
What do you dislike about the product?
I didn't like the way you needed to work around to store or publish knowledge base articles.
What problems is the product solving and how is that benefiting you?
We used it as a ticketing system. It's easier than getting random emails and trying to keep your emails organized to resolve client issues.
Adequate support environment
What do you like best about the product?
Good customer-facing branding, and OK user environment
What do you dislike about the product?
Adequate support environment but lacking in simple customisations
What problems is the product solving and how is that benefiting you?
It was allowing us not to work from our email inbox when we were using it
In general, it’s good. I just feel like it could be better.
What do you like best about the product?
I like that you can assign tickets to different people, track each users communications, and use different platforms such as email, text, social media etc. Overall, we use it quite often and I love how it can notify me via email that I have a ticket when I am added as a follower.
What do you dislike about the product?
I find it a bit confusing to track down users sometimes. We have customers who tend to enter their information differently each time they contact us, which creates multiple users. Only frustration really.
What problems is the product solving and how is that benefiting you?
It is solving the cross team communication confusion that could easily happen in my organization. We need the help desk feature use to trioge customer requests out, and ZenDesk helps us do just that.
Good clear tool, really nice to work with! In addition a point of improvement for the organisation
What do you like best about the product?
It is a tool that is developing very quickly. When I started using Ultimate less then a year ago the dashboard was pretty basic. But now with the extension of the resolutions you have much more insight. Realy nice!
What do you dislike about the product?
I am dealing with a bug for a pretty long time now. I can't export conversation logs, but I use this a lot while analysing conversations. It is really hard to let the development team help me with this, I had to build a case and explain why I wanted this to work. And even then the team wouldn't help me. I think is a basic service that every tool should have, a development team helping you with technical issues as soon as possible.
What problems is the product solving and how is that benefiting you?
Helping customers find answer to frequently asked questions they can't find that easily on the website.
Zendesk is the standard for SaaS but is not without faults
What do you like best about the product?
It's fairly straightforward and easy to set up.
Easy to put agents and different team members in separate groups. It's decent for simple reporting. Integrations are somewhat to track multiple support channels in one place. They're helpful but could be more robust.
Easy to put agents and different team members in separate groups. It's decent for simple reporting. Integrations are somewhat to track multiple support channels in one place. They're helpful but could be more robust.
What do you dislike about the product?
For a company that's focused on support, their own customer support is terrible. It takes days to get a canned answer where it's clear that the agent didn't actually read your question or take the time to understand what your problem is. They always just send back an article which, 9 times out of 10, you've already found for yourself and is unhelpful. If anything goes wrong or you have any specific questions, it takes weeks to get an answer/resolution.
What problems is the product solving and how is that benefiting you?
This has made internal ticketing much easier.
Allows us to streamline tickets across different channels, allowing us to quantify and ensure all are taken care of.
Allows us to streamline tickets across different channels, allowing us to quantify and ensure all are taken care of.
A detractor in the making
What do you like best about the product?
Same old, known and loved UX. Thanks Tom
What do you dislike about the product?
Ux is stuck in 2015 best practice, a company that makes the few latest changes added clicks instead of removing them. The transition from agent view to admin is stuck and requires jumping from one place to the other. Business controls and tools not improved. And most of all? Thekr support took huge loss with the move to chat only, weird flow.
More? Pricing stopped making sense, light agents removed from enterprise plan is a big hit, and more
More? Pricing stopped making sense, light agents removed from enterprise plan is a big hit, and more
What problems is the product solving and how is that benefiting you?
One place for all customers to reach out to us
Zendesk support tools are great, the reports are not
What do you like best about the product?
I really love that we can interact with our customers via email, live chat, and phone all in one platform.
What do you dislike about the product?
The reports are not intuitive and the supports and resources provided are not as helpful as they could be. Our interaction data should be readily available without requiring a degree in data analysis.
What problems is the product solving and how is that benefiting you?
We have records of every interaction performed through the platform readily available. With this we can analyze the level of support our customers need and that our agents are providing. With this we have been able to create and update many of our support materials and have reported tons of valuable feedback.
Experience with zendesk
What do you like best about the product?
It is very easy to build triggers and automations that allows yourself to set rules needed for your team, without the need to require development.
What do you dislike about the product?
The limitation for multi brands, end users are identified just by email instead of being identified by an external user id
What problems is the product solving and how is that benefiting you?
Allowing agents to support customers within the same tool insteas of switching between one or another tool.
Zendesk offers a clean support suite without sacrificing functionality.
What do you like best about the product?
The UI is clear and aesthetically pleasing, the functionality is comprehensive and works together seamlessly.
What do you dislike about the product?
There are only a few gaps in native functionality, and these can usually be bridged with either third party apps/integrations or api use.
What problems is the product solving and how is that benefiting you?
- Efficient ticket routing and views.
- Automated workflows.
- Reporting.
- Automated workflows.
- Reporting.
Easy to use, intuitive
What do you like best about the product?
It took a little while to get use to the navigation and learning where tools are. Once I learned, using Zendesk is quite easy and it's easy to train folks on. This is my first time using this type of platform. On the ticketing side, I think it's less complicated than ServiceNow but it's still a little tricky configuring and getting it started. But once it's all said and done, it's quite a nifty tool.
What do you dislike about the product?
The explore tool has given me a lot of headache. I think there's too much customization. Some folks like that, but for me and my team, it's slowed down our reporting processing and it add development time. I wish explore was a little more streamlined. Also, the amount of customization when it comes to theme and layout isn't as easy as it looks. ZD only supports one theme really and doesn't give much support or easy designing to change up the look. You need a coder to turn the platform into something unique and different.
What problems is the product solving and how is that benefiting you?
We had a problem with our old chatbot and gathering analytics. We did not have a public help desk with articles to answer faqs. Zendesk allows us to do all of this within one platform which is great.
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