Zendesk Suite
ZendeskExternal reviews
6,764 reviews
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External reviews are not included in the AWS star rating for the product.
Industry leaders getting bogged down by their own success
What do you like best about the product?
Zendesk is historically the industry leader from my knowledge. This means they really do have a lot of features and options available and the platform itself provides everything you would hope it would. Interconnection of a help centre, email and phone platform is a standard that Zendesk really has been at the forefront of. There's a lot of options for external integrations and plenty of developers who have added their own more niche input. There's also a large knowledge base of their own to draw from in helping you get set up and finding answers to questions.
What do you dislike about the product?
Unfortunately as the platform has ballooned it has become less easy to use. Some aspects are more clunky with hang ups from the extensive history of the software. This reflects particularly in reporting (analytics as it is now called). Metrics are hard to find and often give different results depending on your parameters where you'd expect them to be the same. Whilst ZD is embracing AI, it feels like their support has become far more robotic, whether this is due to the AI adoption or the extreme growth of the company and solution I could not say but when contacting a human be expected to be passed around departments for different answers, and for the humans to not actually parse your entire query (for example we have been switched to a higher bill as part of a regular up/downgrade cycle of our business with little warning and on trying to get htis sorted decided switching to SUite was for us, however the quote we were sent back included talk, which is included in suite... a bit of a lack of thoroughness.)
What problems is the product solving and how is that benefiting you?
We will shortly be leaving Zendesk as it's previous benefits of self service, a combined platform and no need for extraneous channels are being matched elsewhere in a way which suits our business more.
Worst Customer Service Ever
What do you like best about the product?
It's neat, how data is collected, views.
What do you dislike about the product?
Customer service, we have been waiting for weeks. I have raised certain requests to support team but they are not replying back.
What problems is the product solving and how is that benefiting you?
How my team prioritises tasks and decides what to work on
Accurate Customer Records and Agent Performance Tracking
What do you like best about the product?
Zendesk allows you to maintain accurate customer records and track communication over time.
What do you dislike about the product?
The application overall is extremely cumbersome which can lead to complicated and difficult training processes. Onboarding new agents takes an unusually lengthy amount of time.
What problems is the product solving and how is that benefiting you?
Mainly, Zendesk is an excellent tool for monitoring agent performance overall. You can easily track trends, identify outliers, and also correct course when needed.
Easy to Use, but Limited Integrations Make Updates Too Manual
What do you like best about the product?
Zendesk is easy to use and serves as a solid repository for helpdesk data and FAQs. Since we didn’t use any integrations, keeping everything updated was fairly manual.
What do you dislike about the product?
I disliked the fact that there was little to no integrations when compared to our new provider.
What problems is the product solving and how is that benefiting you?
It was helping us store a repository of FAQ documents and Helpdesk for our platform.
it was a great platform
What do you like best about the product?
The platform is easy to use but wasnt efficient.
What do you dislike about the product?
The platform needs improvements in efficiency.
What problems is the product solving and how is that benefiting you?
It was great for documenting numbers and tracking responses per agent, and it also helped with reporting.
Glitchy and Cumbersome Login Despite Handy Tabbed Ticket Views
What do you like best about the product?
I really like that tickets open as individual tabs within the application. In many other CRM tools, they open in a separate browser window, and that can cause issues.
What do you dislike about the product?
It can be glitchy, and logging in is cumbersome. We have to click through several screens just to connect Amazon Connect to the Zendesk application.
What problems is the product solving and how is that benefiting you?
It gives us room to grow as a company while still keeping us up to date with AI in the CRM workspace.
It's good, but ai and co is way too expensive
What do you like best about the product?
Very tidy. Filters out spam very good. Lot's of connections to other services.
What do you dislike about the product?
Ai feature too expensive. Web widget super outdated and bad documented.
What problems is the product solving and how is that benefiting you?
Customer support.
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.
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