Zendesk Suite
ZendeskExternal reviews
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Great platform
What do you like best about the product?
Customisation features. Easy to use UI for agents. Great omnichannel features, better data.
What do you dislike about the product?
Some basic features and functions are over complicated and require workarounds. For example when using multiple email addresses and how clunky/unclear this is for an agent.
What problems is the product solving and how is that benefiting you?
Have consolidated numerous systems (chat + email solutions) to just the one instance of Zendesk. Lower training times, simpler agent workflows and better data.
Its great but can often be a challenge on the self service side
What do you like best about the product?
How dynamic the product and the tools are. The intergrations with other products. The tools such as guide, support, explore, talk and chat. The clever ways of automation and triggers.
What do you dislike about the product?
The lack of on hand support can be challenging. You are almost expected to read articles to often solve a problem. In business-critical moments, that is not always easy. The help centre doesn't offer support how it should. There are several features that have been raised with bugs or issues and we see some features have planned fixes set 5 years ago. But still no development.
What problems is the product solving and how is that benefiting you?
Better accesses to products such as guide, talk, chat, explore. we had the original pick and choose set up and it was often frustrating when your support tool didnt match the requirements of your explore.
Recommendations to others considering the product:
Before implementing anything, make sure you read and understand the product, It is worth paying an expert to help with the implementation if you have the money,
Helpdesk
What do you like best about the product?
Starting a ticket with Zendesk is quick and easy. Questions are answered in a reasonable amount of time.
What do you dislike about the product?
Not having the ability to reach a Zendesk agent right away.
What problems is the product solving and how is that benefiting you?
Tips on creating new reports.
The Best Customer Experience
What do you like best about the product?
Chat Routing (with Skills) for segmentation , Customizable workflows for different departments.
What do you dislike about the product?
Messaging structure and no new investment in Chat System (same)
What problems is the product solving and how is that benefiting you?
Omni-channel tickets can be solved through all channels. Benefits are cost-saving while giving the best customer experience to the customer.
Zendesk is much better for communicating with Customers
What do you like best about the product?
I do like that on some occasions, I have received support that is very prompt and active. On the occasions where there has been a critical issue that requires immediate attention, Zendesk has been very good. The tone of the agents is often very good.
What do you dislike about the product?
On more than one occasion, I have received a response that asks a question that was already answered previously. Sometimes it feels like the Support Agents do not thoroughly read the tickets when addressing them. This did not happen on this occasion. Sometimes the delay in answering a ticket can take up to a week and these responses have been those that require no research or additional time to send.
What problems is the product solving and how is that benefiting you?
Whenever we have anissue which we cannot resolve ourselves with Zendesk, or there is a problem that is interfering with our ability to use Zendesk, we will contact Zendesk Support. The realized benefits are those that we would expect: the resolution of some issues. Also, I have incidentally learned more about how Zendesk functions, which has better allowed me to assist our Agents with resolving issues without contacting Zendesk support, or at least mitigate the impact of issues as we await proper resolution.
Recommendations to others considering the product:
It has been a beneficial change overall for us using Zendesk. The ease of use for our agents has improved, the fine-grain statistics are great for monitoring agents and detecting issues, and adhering to a ticket system has greatly improved our assistance of customers over multiple contacts.
Zendesk - simple and powerful support tool
What do you like best about the product?
Ease of use. I didnt even get any formal training and I could start using it.
I love how a first time user can use the tool with basic or no training at all.
I love how a first time user can use the tool with basic or no training at all.
What do you dislike about the product?
Can have more filtering options for tickets and better reporting.
Love the product on whole but i feel its way too simple for bigger organnizations like banks or such huge corporations
Love the product on whole but i feel its way too simple for bigger organnizations like banks or such huge corporations
What problems is the product solving and how is that benefiting you?
Tracking tickets easily and engaging with customers. It surely helps us save a lot of dollars by manual tracking and reporting. Also helps the company to have central pane of view for all support issues.
Versatility
What do you like best about the product?
We utilize Zendesk for our HR requests which are a-typical of how the system is typically used, but because the Zendesk system is so versatile we've been able to implement and start running. I am no technical expert but the partnership and support from the implementation team me a lot of confidence.
What do you dislike about the product?
I do wish that it was a little bit easier to engage customer support for assistance post-go-live. Would like to see more options for connecting with a support technician.
What problems is the product solving and how is that benefiting you?
Zendesk has allowed our company to have a one-stop shop place for all HR related inquiries instead of having to remember which specific distribution list to email to get help.
Very user friendly, and easy to use, but questions about support process and user feedback
What do you like best about the product?
I like that I can admin my whole organization basically by myself (i.e one admin) and that the triggers and automations are fairly easy to use. I also like the integration with JIRA, as that makes interactions with our development team a bit better.
What do you dislike about the product?
When support tickets are entered, we seem to get stuck on someone who is too junior to handle the issue. Ideally, the ticket can be assigned to a subject matter expert after some back and forth, so we don't have lower tier support spinning their wheels. I also think the tickets are closed a bit too quicly sometimes.
Also, I think Product management needs to be more active in the community boards to vet out product feedback. I've seen so often so much negative comments and a PM or moderator does nothing to quell the situation, or set expectations on what is going on with the product.
Also, I think Product management needs to be more active in the community boards to vet out product feedback. I've seen so often so much negative comments and a PM or moderator does nothing to quell the situation, or set expectations on what is going on with the product.
What problems is the product solving and how is that benefiting you?
I'm not on the Suite right now, but legacy Support and Guide applications. A problem we're solving is being able to onboard other internal business teams aside from support onto the Zendesk platform, and keep notifications and workflows segregated appropriately. I also use Zendesk explore for quite a few metrics that I present to my leadership team.
Recommendations to others considering the product:
If you want to be able to get set up without hiring a dedicated admin, then Zendesk is the right tool for you.
Zendesk Support Review
What do you like best about the product?
Zendesk Support gives us a polished experience for dealing with Customer queries and incidents. It integrates with other tools we use within our company, such as Jira and PagerDuty.
It is an extremely robust ticketing tool, with a great Help Centre function in Guide and extremely powerful reporting capabilities in Explore. There are multiple customisation options for ticket forms and fields, allowing you to gather a lot of data from customers when they engage with you.
It is an extremely robust ticketing tool, with a great Help Centre function in Guide and extremely powerful reporting capabilities in Explore. There are multiple customisation options for ticket forms and fields, allowing you to gather a lot of data from customers when they engage with you.
What do you dislike about the product?
Features in Zendesk Support can be slow to be iterated on and released - in general, new features are slow and often times gated behind higher subscription fees. Other areas of the product, such as Guide are missing functionality that competitors have (easier article customisation & management tools). Explore, while powerful, has an extremely steep learning curve, that acts as a major barrier to anyone getting started with the Zendesk platform.
What problems is the product solving and how is that benefiting you?
With Zendesk Support we have a powerful tool for capturing customer queries / requests /incidents and managing the incident lifecycle end to end, with very little issue. Using Support in combination with Guide, gives you room to deflect tickets from customers, ultimately freeing up cycles on our Support team to look at other improvements.
Recommendations to others considering the product:
If you are in the Enterprise space, Zendesk is an obvious option to consider - it is feature rich and easy to Admin.
3+ Year User of ZD: Ups and Downs
What do you like best about the product?
The upsides to using Zendesk are the abilities it has to connect you to the customer on different platforms. We currently use chat, the ticketing system, and knowledge base. The knowledge base provides the most value in that our customers can find what they are looking for without needing to send us a ticket.
What do you dislike about the product?
Other than my experience today, it hasn't been ideal. Typically we don't hear back on our concerns for quite some time and working in the service industry we strive to do better than Zendesk.
What problems is the product solving and how is that benefiting you?
We are able to see the tickets per customer, strive to ensure our response time is better than the industry standard, and track the number of article views monthly.
Recommendations to others considering the product:
Overall, they are a quality product to track customer inquiries and report out.
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