Zendesk Suite
ZendeskExternal reviews
6,590 reviews
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A Product I Love
What do you like best about the product?
All information is gather in one place and it's easy to look up and check messages.
What do you dislike about the product?
when copying people from outside of the origanzation.
What problems is the product solving and how is that benefiting you?
When copying people outside of the system, it gets confusing sometimes.
User-Friendly Zendesk That Streamlines Support with Fast, Straightforward Reporting
What do you like best about the product?
Zendesk is very user-friendly and easy to navigate, which makes day-to-day customer support much more efficient. It’s especially great for reporting, as pulling metrics is straightforward and quick. I also find it very easy to build and customize forms, macros, and triggers, which helps streamline workflows and improve overall productivity.
What do you dislike about the product?
One downside of Zendesk is that reporting can feel limited without advanced setup, especially for more complex or custom metrics. It can also be a bit challenging to manage and troubleshoot triggers or automations at scale, as they can become hard to track. Additionally, some features are not very intuitive at first and may require extra time or documentation to fully understand.
What problems is the product solving and how is that benefiting you?
Zendesk helps keep everything in one place, so it’s a lot easier to track and manage tickets without things getting lost. It solves the issue of scattered communication by organizing everything into queues and workflows. For me, it saves time and makes it easier to respond faster. Things like macros, triggers, and forms also help a lot with repetitive work and keep responses consistent, so I can focus more on the cases that actually need attention.
Great solution for CS
What do you like best about the product?
The offerings to customize and embed my help center into the software I support and allow users instant access to relevant articles has been great. With the new generative AI customers can get a real answer without bothering to read the article as a whole or CTRL+F in the hopes they can find a keyword. This has saved my agents time and reduced our end-user support tickets drastically.
What do you dislike about the product?
Currently the spellcheck feature is frustrating when using google chrome. These two products compete for screenspace making it hard to select and see the zendesk offerings.
What problems is the product solving and how is that benefiting you?
This tool allows us to effectively share data and coms with our clients effectively. We can track KPI's but also our client health through this platform alone. The automations and analytics make management a breeze.
Clean UI/UX
What do you like best about the product?
It's well-designed and allows you to automate your Help Desk services.
What do you dislike about the product?
Reporting is so confusing we rely on GPT for assistance, and often still don't use it, though we have a lot of data we need to get out. Our reps don't like that it doesn't auto-refresh.
What problems is the product solving and how is that benefiting you?
Respond to customer issues. The knowledge base is helpful too.
Great Customer Support Software
What do you like best about the product?
The software is super useful as a help desk. It offers a wide range of automations, customisations and insights.
What do you dislike about the product?
If you've only been an agent it might be sometimes unclear how end users interact with your communication, so it's something that you would want to test yourself.
What problems is the product solving and how is that benefiting you?
It's making our internal communications with customers transparent and easy to share across the team.
Excellent and fast help to resolve any issue
What do you like best about the product?
I have been using Zendesk for a while, and I really like how fast you can resolve any issue or get any support information with the customer service. When you can't find the solution on the chat is easy to request a call back from next agent available and that is super fast and helpful.
I highly recommend zendesk.
Sylvia's Cakes.
I highly recommend zendesk.
Sylvia's Cakes.
What do you dislike about the product?
So far I don't have any dislike about Zendesk Customer Service.
What problems is the product solving and how is that benefiting you?
When the emails goes directly to suspended tickets.
Zendesk gets the job done, but it's not special in any way and not very intuitive
What do you like best about the product?
You can everything in one screen, everything as in tickets, emails, requests and you don't have to get out of Zendesk to do things.
What do you dislike about the product?
The UI looks old, hard to merge tickets, hard to set it up or change how you've originally set up. You have to pay more per license to view basic reporting. If you need to connect Zendesk to other software, the integrations are limited. The more efficient you get with Zendesk (by automating and reducing licenses), the more expensive it becomes, which is ironic since Zendesk wants to help you be more efficient (provide more support with fewer agents), but it'll jackup your license costs when doing so.
What problems is the product solving and how is that benefiting you?
We work in consulting and we need to reply to support tickets asap. Zendesk notifies us of those right away. It centralizes the support requests if they come from the AI bot, or email or phone or even Slack.
My Vision For Customer And Employee Experiences Brought To Life
What do you like best about the product?
Zendesk is extremely flexible while also being easy to use. With some finesse, it can do nearly any task I can think of to streamline every customer interaction.
What do you dislike about the product?
Sometimes, updates are pushed to us that are non-optional and feel half-baked. We shouldn't be forced into any feature unless it is for security or stability purposes.
What problems is the product solving and how is that benefiting you?
Zendesk gave us a unified interface for all of our support channels so that agents do not need to jump back and forth between messaging, email, phone, etc. and are instead served work from all channels in a single list. This makes sure that everything happens in the order that it needs to and nothing gets left behind.
Excellent CRM, easy to setup
What do you like best about the product?
Zendesk is a product we have used for a long time. It's been on the market for a long time, which means is stable, reputable and feature rich. Lot's of customisation possible for a wide use case.
What do you dislike about the product?
Lot's of feature but setup can be a little complex. It is easy enough if you have used other CRMs or if you are tech savvy. But I can tell there's a lot of effort to make the platform simpler and more streamlined, which a massive bonus since it's a reputable product.
What problems is the product solving and how is that benefiting you?
Helps me provide support to my customer base and gain insight into our customer service and support usage.
Solid Service Platform
What do you like best about the product?
The ability to customize within a frame work that does not require heavy coding to complete tasks. The Zendesk team continues to innovate and provides updates frequently to stay ahead of industry trends. For the most part the new features are well thought out and executed well.
What do you dislike about the product?
There is some lack of customization, but I believe to get to a truely custom platform it would require more code and frankly that is one of the selling points on a lean CS team.
What problems is the product solving and how is that benefiting you?
We did not have a way to orchestrate work and this allows us with limited resources to have an enterprise level tool without the cost of an enterprise level CS operations team.
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