Zendesk Suite
ZendeskExternal reviews
6,764 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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
Decent, plenty of limitations
What do you like best about the product?
User-friendly, accessible UI, agents don't gind it overwhelming.
What do you dislike about the product?
Zendesk almost forces you to act in the way it wants, rather than customising based on how you'd like to use the system.
What problems is the product solving and how is that benefiting you?
Provides us a system to use to speak with our customers via multiple channels whilst also providing our help centre too.
Zendesk Overview as a User
What do you like best about the product?
The zendesk is a user-friendly tool; I love that they require the agent to input a note before closing a ticket or a case, making it cleaner and more manageable if the customer reaches out again. The letters provide a summary of the case.
What do you dislike about the product?
Some people are complaining about the quality of the call; we also had a slight issue with the Shopify integration
What problems is the product solving and how is that benefiting you?
consistency with email answering since hey require a note before closing a case
Good software, crap service
What do you like best about the product?
The software works well, is fully featured and meets all of our needs.
What do you dislike about the product?
If you need any customer service they try to blame everything on the user and seem incapable of taking suggestions for how to improve.
What problems is the product solving and how is that benefiting you?
Allows us to share client communications with multiple staff and teams.
A workspace with many tools
What do you like best about the product?
I like that this tool is easily used by most & helpful for many tasks.
What do you dislike about the product?
Many times emails may not arrive to the receiver, be placed in spam, or not be delivered to us. This causes trouble when communicating
What problems is the product solving and how is that benefiting you?
Zendesk Support suite solves the problem of communicating with your audience via email.
Good experience but can be improved
What do you like best about the product?
- The admin center and the agent platform are handy and easy to operate
What do you dislike about the product?
The functionality of KB and content adding or modification, including the help desk portal
What problems is the product solving and how is that benefiting you?
Accessible communication with customers and case management
Support is very slow to respond
What do you like best about the product?
Ticket automation for our customers is well-done
What do you dislike about the product?
Support requests to Zendesk take too long to get responses and resolutions.
What problems is the product solving and how is that benefiting you?
We need to turn off mapping domains to organizations. It's causing major issues with our franchise customers that use the same email domain, but have their own organizations.
Does the job pretty well. Cust support is hit/miss and their acquisition will likely make it worse
What do you like best about the product?
The system works great and does what is says. It is a mature platform with a fully-featured API
What do you dislike about the product?
Customer support is not very good. Many hoops are required just to even interact with an agent and almost all customer support must be done in a tiny chat window that only shows up on some pages of their website. They were recently purchased by private equity, so expect the service to begin a downward spiral.
What problems is the product solving and how is that benefiting you?
The provide a platform for customer support and it works as advertised. It's fine
zendesk evaluation
What do you like best about the product?
I use it rarely to talk to clients, I like the good functionality of the app, and regarding usage, the little I used it, I liked it a lot, considering that the app is good.
What do you dislike about the product?
It sometimes freezes due to the internet, but other than that it works perfectly. At the moment, I believe they are okay for all purposes. I am still not very familiar with the platform.
What problems is the product solving and how is that benefiting you?
I don't use this tool constantly, so I don't have much flow to express myself. I feel productive when I manage to complete all my goals. My performance has changed a lot.
Very powerful but administratively a nightmare to set up and maintain
What do you like best about the product?
The are the leader in the industry so everyone integrates with them which is nice. They have all of the tools that you would need for a support desk of any size. Ai tools are powerful.
What do you dislike about the product?
The administrative and setup screens are not at all intuitive. This causes problems with the IT team, making it too difficult. To setup things, you have to switch to multiple administrative centers which is too much work. In attempting to follow instructions you don't know which administrative center you are supposed to be in to do things. It's one of the most expensive solutions.
What problems is the product solving and how is that benefiting you?
We set this up for customer facing support, this did boost efficency however the administrative problems led us to start looking and we currently favor Freshdesk over Zendesk based on our research even though Zendesk has a more powerful AI chatbot solution.
showing 21 - 30