Zendesk Suite
ZendeskExternal reviews
6,537 reviews
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External reviews are not included in the AWS star rating for the product.
Efficient Omnichannel Support
What do you like best about the product?
The omnichannel ticketing system effectively centralizes all customer queries into one workspace.
What do you dislike about the product?
Advanced feature pricing is high, and the Explore reporting tool has a steep learning curve.
What problems is the product solving and how is that benefiting you?
It eliminates fragmented communication, significantly improving agent efficiency and response times.
Challenging Setup, But Promising Features
What do you like best about the product?
I appreciate how Zendesk Support Suite helps us organize our tickets effectively. It allows us to automatically assign tasks based on tags that we've created, equipped with specific names and triggers, thus enhancing our efficiency. The user-friendly and intuitive web UI layout stands out to me as it simplifies navigation, making it easier to manage various tasks. This software aids in better time management for our help desk support staff and facilitates quick escalation of issues, which significantly benefits our team. Once fully set up, the omnichannel routing capability promises to be highly useful, especially by enabling routing to different groups, further streamlining our processes.
What do you dislike about the product?
I find the setup process of Zendesk Support Suite incredibly challenging. The salesperson had mentioned it would be simple, but it took me over six hours just to set up the mailbox ingestion part due to complications like needing individual mailboxes instead of a shared one. This involved changing DNS settings, DKIM settings, and several other technical adjustments which were time-consuming. I'm still working on other aspects like teams, email, side conversations, triggers, tags, and groups. I also think that managed services or a technical CSM for setup should be included with the purchase, instead of just focusing on initial goals. Additionally, the help links keep redirecting to other pages, and I would appreciate a straightforward onboarding document without needing to follow multiple links.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us organize tickets and automatically assign them based on tags, improving efficiency, time management, and enabling quick escalation.
Effective Email Management, But High Cost
What do you like best about the product?
I have been using Zendesk Support Suite for about five years, and I find its functionality for email collection particularly valuable. I appreciate the simplicity of its email integration, which makes it an appealing option over others. The ease of setup, supported by online tools, made the initial process straightforward and manageable. I value how Zendesk Support Suite aggregates and automates incoming customer service emails, which has been beneficial for streamlining operations. Notably, I have a fondness for the agent features that support my day-to-day activities effectively. Additionally, Zendesk's compatibility with other software, like AWS, adds to its operational flexibility.
What do you dislike about the product?
I feel that the pricing of Zendesk Support Suite is high, and a cheaper price point would make it more appealing. Additionally, the likelihood of recommending the product to others is moderate, reflected in my score of five out of ten.
What problems is the product solving and how is that benefiting you?
I use Zendesk Support Suite for aggregating and automating incoming emails from customer service, simplifying communication processes.
Great for Anonymous Support, But Lacks Email Forwarding Features
What do you like best about the product?
Zendesk is nice because the user is inherently anonymous, and no person email address has to be used. The software can also be used across multiple users for support.
What do you dislike about the product?
I very much dislike that forwarding and cc'ing emails and messages is not offered.
What problems is the product solving and how is that benefiting you?
Not really a problem, but it does consolidate our B2C customer support into one oulet.
Helps with our customer service platform consolidation.
What do you like best about the product?
The support they provide is good. I have also heard their dashboard is strong
What do you dislike about the product?
I’ve only used some features but didn’t find it as effective and lacked interaction across tactics
What problems is the product solving and how is that benefiting you?
Effective customer service tools
Great for Enterprise suites not for small teams
What do you like best about the product?
unique coding and personalization abilities
What do you dislike about the product?
literally everything else tht this platform offers
What problems is the product solving and how is that benefiting you?
Self service and automation pushes for customer self service
After update from Klaus to Zendesk, the quality of the platform decreased considerably
What do you like best about the product?
There are not too much to say about liking this platform. I do not like it.
What do you dislike about the product?
Interface is not intuitive, it takes too long to refresh/load the data
What problems is the product solving and how is that benefiting you?
My customer support team qualification analysis
We had a good experience using Zendesk, but the cost was prohibative for our organization.
What do you like best about the product?
I like the fact that we can share the inbox with other reps and we can see and share answers and customers. I also like the fact that we can build in automations and answers in the messaging center. I also liked that if some of our partners used Zendesk, we could share tickets.
What do you dislike about the product?
I would say the thing I disliked the most was the cost. It was to high of a price for our small organization.
What problems is the product solving and how is that benefiting you?
We needed a shared inbox feature and this solved that problem.
Zendesk Pros and Cons
What do you like best about the product?
There are a lot of integrations and systems that work with Zendesk so we can kind of hodge podge everything together to be how we want.
What do you dislike about the product?
Zendesk is so siloed that nobody knows what is going on or how to help.
What problems is the product solving and how is that benefiting you?
They provide our ticketing system, our agents work from Zendesk and live in our "priority inbox" during their work day.
It's okay
What do you like best about the product?
I can say that it is easy to navigate and there's ease of use. You don't need training for it since it is straight forward.
What do you dislike about the product?
It can be slow and need to switch to another tab for othen open tickets
What problems is the product solving and how is that benefiting you?
I am able to manage multiple chats from different platforms. All chats in just one.
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