Zendesk Suite
ZendeskExternal reviews
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Above mediocre CRM platform
What do you like best about the product?
Manages my contacts nicely in an organized manner
What do you dislike about the product?
Filters are not super friendly to non-techy people.
It can be somewhat confusing when I'm trying to filter out specific lists.
It can be somewhat confusing when I'm trying to filter out specific lists.
What problems is the product solving and how is that benefiting you?
Contact organization.
Consistently overall positive experience communicating with customers.
What do you like best about the product?
The ease of setting up ticket forms and ability to view necessary information that is taken in from a form submission on the ticket level.
What do you dislike about the product?
Experience is needed when creating filters to not mistakenly cause more significant issues across channels. More video walkthroughs would be very helpful to allow easier entry into using these tools.
What problems is the product solving and how is that benefiting you?
The primary solution we have found for our team is in the ability for Explore to create a large variety of metrics across different team members and products showing any possible gaps in our support structure.
AOMC uses ZENDESK!~
What do you like best about the product?
Easily track conversations, create, publish & organize articles.
Multi-channel support: email, web, phone, chat, & social media
Multi-channel support: email, web, phone, chat, & social media
What do you dislike about the product?
The add on apps arent always correct. They seem to give other customer information at times
What problems is the product solving and how is that benefiting you?
Helps our agents solve problems quickly by lining up related tickets into queues.
A great software that with a lot of options, customization options for Chat widget could be broader
What do you like best about the product?
Various channel integrations for support
What do you dislike about the product?
Lack of customization for the Chatbox integrated into the website
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite help track all customer interactions in 1 place. I've realized the benefits of having all the channels pour into one place
Zendesk is once of best in Market for Customer Service
What do you like best about the product?
It has a unique ticket ID for each conversation; hence chances of misses are very minimal. Support is always aviable quick.
What do you dislike about the product?
Few trim options like keeping a ticket on-screen or hidden are very hidden; it should be somewhere up where it is visible on screen.
What problems is the product solving and how is that benefiting you?
I have been able to track all conversations individually without any misses
Best in class and reliable
What do you like best about the product?
Having used various ticketing solutions, they all come with a certain degree of limitations, where arranging unique inboxes per group/team or applying automations/macros. I like that I have not yet come across any such limitation with Zendesk, as we can allow our unique teams worldwide the ability to manage their ticketing queue exactly in the manner that suits them. There is also no need for the automations/macros from other teams to apply/be available across all groups and it helps simplify the view and remove clutter.
What do you dislike about the product?
Zendesk have an excellent 'Side conversation' function which lets you initiate correspondence with different invididuals within a single ticket. This means all people in copy don't need to receive communications, but these will be recorded within the same ticket. As our team like to use the mobile applications, I don't like that this function is not available or even visible on these and hope this will be introduced soon.
What problems is the product solving and how is that benefiting you?
We need multiple integrations with our CRM, Contract provider, JIRA, Zoom etc and Zendesk can provide them all in a fairly seamless manner. We have realised our finance, marketing and development teams can easily obtain relevant information/data without any manual processes.
Recommendations to others considering the product:
If comparing to other platforms, the simple like for like comparison could be misleading e.g. as many platforms offer integrations, it's worth finding out if they have limitations e.g. one-way only or available on certain packages only. Also, where users need responsive/reliable performance, a trial of Zendesk should so it far superior to nearest competitors.
Customizable Support Experience
What do you like best about the product?
The ability to customize so many aspects of the product is the reason we chose Zendesk. We needed a way to set up a flexible ticket categorization system to report on both support and product performance and we got what we needed. We were also able to set up custom priorities, SLAs, and business rules, which has been a great help.
What do you dislike about the product?
Most customizations require additional developer effort and in-house developers simply don't have the time to go through the extensive and at times chaotic Zendesk documentation. As a result, the support team needs to be pretty tech-savvy to understand and describe the capabilities of Zendesk and the process of implementing them. Having so many customization options also leads to added frustration when after extensive research you realize that some are of the product is completely inflexible and can't be customized. Generally, a good Zendesk setup will require you to work with an external consultant.
Also, some features seem to be just for show: for example, Answer Bot is not a very useful feature and doesn't seem to be getting any attention in terms of further development.
Also, some features seem to be just for show: for example, Answer Bot is not a very useful feature and doesn't seem to be getting any attention in terms of further development.
What problems is the product solving and how is that benefiting you?
Zendesk is an all-in-one support system that helps us manage all our channels from the same workspace. We're able to understand our key metrics across different channels.
Great SaaS Service Desk platform
What do you like best about the product?
It is easy to configure, you can be up and running in a week
What do you dislike about the product?
Some of the extra features quite slow to be rolled out / require extra cost
What problems is the product solving and how is that benefiting you?
Providing customer support to internal and external customers
Great Tool For Customer Service
What do you like best about the product?
The ease of grouping tickets by issue type, the different ways of communication for customers to reach us, and the reporting options.
What do you dislike about the product?
I wish more views were available on the lefthand side, but that seems like a "first world problem".
What problems is the product solving and how is that benefiting you?
We're able to answer our customer issues much more quickly with the chat function than we have in the past via email. Customers are much more satisfied with this.
Recommendations to others considering the product:
It's a wonderful piece of software that will solve many of your customer service problems.
Solid management tool for Chat and Support
What do you like best about the product?
Good features on all Zendesk products. The tool brings good customization feature based on business use case and logic. Good documentation of APIs and feature manual for ease of implementation. The explore tool dashboard is flexible to create your own dashboard and reporting.
What do you dislike about the product?
Zendesk is expensive. There is nothing like pay peruse and all nice features are only available on high tier product (enterprise version). The customer service is slow unless you pay for professional services.
What problems is the product solving and how is that benefiting you?
We have solved our email management issue by integrating 100s of emails and customizing email responses and email descriptions to run multiple commands and strategize response and automation. Zendesk also provides a good marketplace that provides features that Zendesk tool cannot provide out of the box. Also, we have used Zendesk SDK chat services to implement a bot feature that processes NLP and provides assisted answers and automation on chat.
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