Zendesk Suite
ZendeskExternal reviews
6,764 reviews
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External reviews are not included in the AWS star rating for the product.
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
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.
Zendesk Review
What do you like best about the product?
It helps answer guest questions and problems all in one place. The ticket system makes it easy to tag guest issues for reporting and it's easy to direct tickets to the management team in the field from the corporate office. Plus, it connects with different communication channels like our webstite, social media channels, and chat so everything is in one place for the most part.
What do you dislike about the product?
It doesn't have a robust reporting option and it doesn't work well with instagram and tiktok private messages. Also, it could have more advanced analytics and insights that'll assist with letting the company know about any guest concerns.
What problems is the product solving and how is that benefiting you?
It assists with reaching out to customers and getting their replies in one system.
Overpriced for what you get
What do you like best about the product?
The UX is well-designed and intuitive to use. It syncs well with your calendar and emails in a basic way (no AI-boosted features). I liked the feature that allows you to populate the record fields using information pulled from LinkedIn. Saves time.
What do you dislike about the product?
It's difficult to cancel your contract. It's difficult to get through to a human in their Support team. A lot of the reporting features are only available for 'Elite users'. Doesn't automatically reconcile duplicates. The Reach feature is not GDPR compliant and therefore has no use in Europe. Many of the reporting features are available only for 'Elite users' only. It would be nice to have more automated features and prompts.
What problems is the product solving and how is that benefiting you?
It aggregates my data and organises it well. It computes the sales figures.
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.
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
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