Zendesk Suite
ZendeskExternal reviews
6,477 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great at handling the essentials, challenging to customize at times
What do you like best about the product?
Zendesk has an easy-to-use, mostly intuitive interface that makes it easy to collect the right information from customers.
What do you dislike about the product?
It is difficult to get customers to stay "in the flow" between knowledge bases and support requests. Essentially, it would be wonderful to be able to allow our customers to easily flip between a knowledge base for existing k articles and a support request function. Also, the CRM integrations are a bit limited if you don't use Zendesk Sell, so follow-up campaigns and organizing customers into preferrer heirarchies can be challenging.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to easily audit customer complaints to remain in compliace during customer audits, as well as track (at a basic level) customer health and potential churn triggers.
Super helpful for keeping everything in one place
What do you like best about the product?
I'd say the most helpful part of Zendesk Support Suite is being able to have all of our outlets accessible for replies in one place. I've used Zendesk at two companies and this has been invaluable.
What do you dislike about the product?
The layout is a bit confusing at first and there's definitely a learning curve. I also don't like that you have to pay for adding agents when a company is small (under 10). This makes sense for bigger companies though.
What problems is the product solving and how is that benefiting you?
Allows our customer service manager to reply to customers quickly and she's able to track all conversations so nobody is left unanswered.
Great platform, easy to use
What do you like best about the product?
I love that everything you need is in one place, and intuitively set up. I set up automated chats for our website with very little instruction. And the macros feature has been a lifesaver.
What do you dislike about the product?
The only things we've ever had trouble with was connecting our customer service email address for forwarding. It wasn't a straighforward process, and took a while. But once we were able to get everything set up, it was smooth sailing.
What problems is the product solving and how is that benefiting you?
It's completely streamlined our customer service system. Exactly what we were looking for.
Use Zendesk for team tickets.
What do you like best about the product?
Multiple people on one platform. Easily can share tickets and information with other teams. Easily can create the suite for the team's needs.
What do you dislike about the product?
Although there is a guide, I wish we had one person to meet with and help desgin Zendesk in a way that works for us. Have to take hours learning how to do something and it maybe works the first time after following instructions.
What problems is the product solving and how is that benefiting you?
Creating a better automated chat experience. AI.
CSM Zendesk Support Suite Review
What do you like best about the product?
I love Omnichannel routing; Agent Live Status, Skills Based Routing, and Agent Capacity have been very beneficial for our workflow, even with a small team.
A+!
A+!
What do you dislike about the product?
I do not like that you cannot have multiple business hours for global companies. We are still small <100, so paying for Enterprise vs. Professional is not worth it.
What problems is the product solving and how is that benefiting you?
Zendesk helps us anticipate what our customers need and efficiently solve their problems. It allows our team to work in one centralized platform and increase productivity.
View from a Fintech Customer Support Manager
What do you like best about the product?
the best aspect to me about ZD's Support Suite is the capability of having all active agent channels in one software for better communication transparency & organization of customers interactions
What do you dislike about the product?
I just came back to using ZD after my first usage starting in 2012 & it seems to me that with the additional features, there's a lot more bugs that can be problematic
What problems is the product solving and how is that benefiting you?
it solves the headache of organizing day to day service interactions with our customers since it does this for us automatically being the one CRM we use to communicate with all customers
Intuitition built in one application
What do you like best about the product?
Everything channel of communication is centralized and easy to access in order for staff and managers to get together and answer help tickets in the best way.
What do you dislike about the product?
There is a small learning curve in order to adjust the admin settings to best suit your team but it is a small learning curve.
What problems is the product solving and how is that benefiting you?
It is organizing all of my tickets into manageable piles of work
Zendesk, the simple solution for your complex needs.
What do you like best about the product?
Zendesk is simple to use, the no-code development and point-and-click creation make it quick and easy to deploy new fields and new forms, and create reports or dashboards quickly.
What do you dislike about the product?
Integration with Zendesk creates issues by having to use tools such as Exalate, it tends to be more problem than it is worth to connect other ticketing tools to Zendesk. Linking of additional tools such as PowerBI requires middleware due to the quality of the data received through the Zendesk/PowerBI App and using other Microsoft tools such as PowerAutomate is lackluster due to the non-exposure of custom fields.
What problems is the product solving and how is that benefiting you?
We have other request types that are not related to support tickets like Software Enhancement Requests or Professional Service Requests that we have been able to create custom forms and then integrate that data into Microsoft Dynamics CRM for SOW creation and tracking. The Zendesk piece of that solution enables us to display those requests on customer-facing dashboards so they can track the status of the requests.
Ehhhh
What do you like best about the product?
They are very quick to respond and I love the PENT team my org was assigned. The knowledge base is extensive and easy to navigate.
What do you dislike about the product?
I don't love the responses I get. I'm not the most tech-savvy and some of the responses I get are a bit over my head. Sometimes they point to articles in their knowledge base, but the articles can sometimes be HUGE and hard to pinpoint exactly what you need in that article. Even when I provide screenshots of error messages, sometimes I haven't gotten a glimpse of a resolution/fix and instead a generic 'well I logged into your instance and didn't have this problem' and that's a bit insulting.
What problems is the product solving and how is that benefiting you?
Routing and tracking of issues
Our Primary Tool and its steady improving
What do you like best about the product?
Zendesk make the ticket support expierence very simple. Its easy to use and can be setup quickly. They are also adding features pretty regulary that have really imrpoved the expierence. The interface is also very simple for the agents and make communication between team member s easy.
What do you dislike about the product?
The one drawback of Zendesk being simple is that it lacks some basic features. This is especially true with automation. Although I can usually find a work around, it makes the process uneccesarily comlicated.
What problems is the product solving and how is that benefiting you?
It helps us to organize our issues through tickets and groups in a way to make it faster for the agents then email. It also helps to monitor our helpdesk through reporting and making sure employees issues dont get left unsolved.
showing 891 - 900