Zendesk Suite
ZendeskExternal reviews
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Perfect support
What do you like best about the product?
I was passed to the most appropriate person to help resolve the issue (all via the chat function) and the resolution was pretty swift.
What do you dislike about the product?
I can't really fault the service based on the experiences I have had.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to have a Centralised CRM with the inclusion of marketplaces (including multiple languages) with relative ease. In addition, the trial allowed us to test the demand for additional functionality such as live chat.
Support has improved for Zendesk, but could still use work
What do you like best about the product?
The agent i spoke with asked lots of questions and almost immediately informed me they would go into the account to determine what was going on (using account assumption). I appreciated the initiative
What do you dislike about the product?
I find sometimes ZD agents take a very long time to reply to me. For example, they'll ask me something (ex. "when did you put this change in place?) and I'll reply ("2 weeks ago") and then it's radio silence for 5-8 mins. Usually at that point I need to prompt them ("is there anything you need clarification on?") and in these instances I'm unsure of whether they're actually looking into my account or just serving other people, but it makes me feel like just a number to the agent. It would be good for them to confirm "one moment, im looking into this, etc"
What problems is the product solving and how is that benefiting you?
Solving ad-hoc issues that google can't help me solve and can't find my answers on the ZD help center. I like it for more complicated issues that seem to be a fluke within our own system.
Recommendations to others considering the product:
Zendesk can be a really great and powerful tool, but it has it's limitations. If you happen to have someone on your team who knows ZD well, you'll probably be able to get it up and running fairly easily. However, if you have particular functions you are looking to implement (live chat, phone calls, help center, etc) I would strongly recommend researching ZD's abilities and what you get for each tier/platform before committing. I find that although ZD does its basic purpose (lets us talk to our customers), it is lacking in so many ways as well. Researching the ZD help center is often an effort in futility as I often come across articles that are old, outdated, and irrelevant. Their support has really gone downhill in the last year. If I had known that ZD support was what it was now before I signed up for ZD, I would have chosen a different CSM. Overall, ZD does what we need it to do, but I am not convinced it is the best tool for the job.
The chat feature was quick at most a 5 minutes
What do you like best about the product?
The chat feature as well as allowing zendesk suport access to zendesk for a period of time.
What do you dislike about the product?
I didn't like that there was not much of a warning when implementing a new tool or feature was being switched up.
What problems is the product solving and how is that benefiting you?
It's quick that's a plus. I can just hop on the chat and ask my question. You do have to be very clear in describing what the issue is. So for people who don't know that can be an issue.
Long Time User
What do you like best about the product?
I like the localization of tools and utilizing the agent workspace for my agents.
What do you dislike about the product?
Explore. There are many limitations of what I can and can't pull down from our Zendesk instance within the Explore tool.
What problems is the product solving and how is that benefiting you?
We are solving for the rate of communication with government representatives. The automation and APIs are incredibly useful in accomplishing our goals.
I like Zendesk a Lot
What do you like best about the product?
Man, the ability to tag and create insights is an incredibly useful tool. I can't think of a decision we've made as a team without consulting our Explore dashboards.
What do you dislike about the product?
There are specific features that have long been requested for Help Centres that remain unworked on. Crossposting articles to multiple sections would be one of the most beneficial tools to help our users, but forum comments about this use hacky coding and date back several years. Would love to see the addition of this feature!
What problems is the product solving and how is that benefiting you?
We're able to help our users faster than ever before. Our first response time and average requester wait time have greatly decreased thanks to the insights we've been using.
Zendesk Support has been great at identifying and explaining the issues when I have troubles.
What do you like best about the product?
The customer support and aesthetic of the UI
What do you dislike about the product?
Ticket viewing needs to be more likeJIRA
What problems is the product solving and how is that benefiting you?
Setting up SPF record. I noticed they are very supportive
Recommendations to others considering the product:
Consider your needs and customer experience to be as easy as possible
Market leading for a reason - best in class customer service management tool.
What do you like best about the product?
The fact it brings all our comms channels into one place. At the moment all of our staff need to login to plenty of different apps and channels to manage everthing which makes work cumbersome to manage and less efficient. Having the ability to bring everything into one seamless platform where all channels can be monitored is a big reason for the us using the platform. The reporting and analytics to monitor volumes through our various businesses will be a invaluable to resource management going forwards. It will also allow us to monitor our staff who are remote working more effectively.
The fact it integrates with a wide range of channels to really give you that multi channel approach is a bit plus.
The fact it integrates with a wide range of channels to really give you that multi channel approach is a bit plus.
What do you dislike about the product?
The user interface could be better; it does take a few helpful guides to get to grips with where everything is. From an onboarding perspective it's very self help orientated. It would be good to have an initial conversation with an agent of Zendesk to help go through the initial steps. You need to be prepared to learn all the details and setup yourself unless you are prepared to pay for an additional support service to get you onboard and setup. Also for people who don't like reading long documents, having more video content available to be able to see how things are done would be advantageous.
What problems is the product solving and how is that benefiting you?
We are using Zendesk to streamline our customer services operation so that we can be more efficient in how we deal with customer quieries. This should increase the speed of service to our customers going forwards whilst also being able to monitor staff producitivity. Being able to accurately report on all areas of our customer service operation in just a few clicks has saved the management team plenty of time already.
Recommendations to others considering the product:
I would heavily recommend going through all the plans available and considering whether you need everything from day one. We are planning to build up the service level as we get familiar with the platform. We ended up going for a lower package than straight all in for the enterprise version and feel we can get just as much benefit from this to start with compared to how we run things already. It's too easy to jump in with two feet for all the features but some of them are a bit overkill for what you probably need straight out of the box.
My experience with Zendesk
What do you like best about the product?
It has a macros feature that simplifies answering common queries and FAQs.
Somebody can categorize incoming tickets to different views making it easier to sort emails.
You can integrate it with other apps.
Somebody can categorize incoming tickets to different views making it easier to sort emails.
You can integrate it with other apps.
What do you dislike about the product?
The filtering feature is not well optimized. You don't get accurate results while searching for something specific.
What problems is the product solving and how is that benefiting you?
It is a tool that we used for day-to-day customer support. It was efficient to address the massive bulk of customer queries coming in.
Recommendations to others considering the product:
It is a very cheap and easy-to-use helpdesk tool. Easily integrates with other apps
Easy to use and fully integrated with leading apps
What do you like best about the product?
ticket and chat support that help customers.
What do you dislike about the product?
chatbot needs more work to be implemented for the more accurate suggestion.
What problems is the product solving and how is that benefiting you?
functionality
User friendly with great support
What do you like best about the product?
ZD makes it easy to navigate. Should there be any issues, their support team is thorough and assists in a timely manner.
What do you dislike about the product?
Not a fan if you merge tickets you cannot then unmerge them.
What problems is the product solving and how is that benefiting you?
Our Talk "Listen" feature was not working and they were able to fix on our off hours
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