Zendesk Suite
ZendeskExternal reviews
6,486 reviews
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Great for managing customer support inquiries and supporting multi-channels.
What do you like best about the product?
User-friendly, easy to use and learn. Has everything you need.
What do you dislike about the product?
Tracking and analytics on Zendesk Explore is quite difficult to manage
What problems is the product solving and how is that benefiting you?
Overall it's a great platform to organize emails, chats, and phone tickets. Phone browser is a little tricky sometimes.
Standard for Support Software
What do you like best about the product?
Zendesk is clearly the standard for helpdesk software. They seem to have thought of everything that is necessary. I like that I can answer any channel (phone, fb, ig, email, chat) from one place.
What do you dislike about the product?
The product tiers are too dialed in - there's always a few "almost" critical features that are just one tier up.
What problems is the product solving and how is that benefiting you?
Enables us to consolidate all our customer touchpoints. Since it is the industry standard, we're able to find expert help for setup.
Recommendations to others considering the product:
Definitely the industry standard. Make a checklist of what you need, then decide the pricing tier you need vs want.
Zendesk Support Review
What do you like best about the product?
The ease of use, coupled with the great features all in one product. Its been very convenient building different use cases with integrations to automation tools like Zapier and via their API's. Their support team also does a good job of resolving issues we've experienced in the past and are friendly.
What do you dislike about the product?
The pricing makes it hard to scale up since you cant mix and match license types, so you have to be careful with this.
What problems is the product solving and how is that benefiting you?
We use it to manage a host of tasks for call centre agents, as well as a few less conventional use cases. Its been invaluable in ensuring that we have proper tracking and reporting of various tasks.
The best support app.
What do you like best about the product?
Account Alerts
Account Management
Alerts / Escalation
Appointment Management
Asset Tracking
Account Alerts
Account Management
Alerts / Escalation
Appointment Management
Asset Tracking
Account Management
Alerts / Escalation
Appointment Management
Asset Tracking
Account Alerts
Account Management
Alerts / Escalation
Appointment Management
Asset Tracking
What do you dislike about the product?
There are a few integrations that could use some work.
Trigger logic is slightly flawed.
Native chat widget for Vue Storefront is missing.
User permissions can be too broad.
The phone app crashes occasionally.
API is very powerful, but sometimes a bit difficult to utilize.
Trigger logic is slightly flawed.
Native chat widget for Vue Storefront is missing.
User permissions can be too broad.
The phone app crashes occasionally.
API is very powerful, but sometimes a bit difficult to utilize.
What problems is the product solving and how is that benefiting you?
Provide a large number of methods to interact with customers.
I can maintain logs of customer interactions.
We have a better organisation.
I can maintain logs of customer interactions.
We have a better organisation.
Recommendations to others considering the product:
Zendesk is the best support software and I highly recomend to anybody who wants to make sure the relationship they have with thier customers is better handled and maintained.
A suite of products we couldn't live without
What do you like best about the product?
The amount of functionality at our disposal to creating an engaging agent workspace where we can provide the best support to our clients
What do you dislike about the product?
Zendesk Support views could do with an update, why are we restricted to only 10-12 views on one page?
A better way to re-order views (why do we need to go into a menu and then select the specific order, why not just drag and drop?)
A better way to re-order views (why do we need to go into a menu and then select the specific order, why not just drag and drop?)
What problems is the product solving and how is that benefiting you?
We're helping our clients get the most out of our SaaS product. Zendesk Suite allows us to collaborate with agents around the world to provide a seamless 24-7 support cycle for our clients.
We'd be totally lost without it
We'd be totally lost without it
Powerful but lots of engineering and setup required
What do you like best about the product?
Lots of customization and a level up for my support team
What do you dislike about the product?
Lots of engineering effort required by my team to make work with our lroduct
What problems is the product solving and how is that benefiting you?
Auto solving with automations, better team routing. Good reporting
Live support chat help
What do you like best about the product?
I used the live support chat help option. It was quick and easy, I got in touch with an agent within minutes and got my questions answered. They were super helpful and made sure all my questions and concerns were acknowledged before closing the ticket.
What do you dislike about the product?
The only downside is having to type out my questions. Sometimes it can be harder to type than it would be to explain on the phone.
What problems is the product solving and how is that benefiting you?
Typically questions around ticket filtering and triggers.
Recommendations to others considering the product:
Worth it, especially while still familiarizing yourself and company with Zendesk.
Zendesk is Both My Favorite and Most Frustrating Tool
What do you like best about the product?
I love the ability to customize Zendesk with triggers and automations. Complex workflows and problems can usually be broken down, analyzed, and solved using the tools at hand without having to be a developer.
What do you dislike about the product?
There are big flaws and limitations that Zendesk knows about and customers have complained about for years. It's frustrating to know that they know this, but nothing has been changed. At the same time, it's understandable that some things are just not feasible, but the limitations are still frustrating.
What problems is the product solving and how is that benefiting you?
Support has taken charge of issues that are both simple and complex for us. We don't have to frequently use them because answers can be found in the community, but when we do, it's escalated quickly and they stay in touch until it's resolved.
Quick and detail replies which really helped sort out the issue at hand!
What do you like best about the product?
Really simply and easy to follow instructions
What do you dislike about the product?
It did take a bit of time to find where to reach out to the Zendesk support team. I tried calling this morning
What problems is the product solving and how is that benefiting you?
The issue was with my account itself and being able to use the phone feature.
Does the job for a good customer relationship
What do you like best about the product?
- language detection
- automation & triggers (chat & support)
- explore which can grab you a lot of data
- dynamic fields
- automatic tickets using Zapier (from external sources)
- automation & triggers (chat & support)
- explore which can grab you a lot of data
- dynamic fields
- automatic tickets using Zapier (from external sources)
What do you dislike about the product?
- the configuration between the different tools is not consistent. You never know where you have to figure things for the Chat or the Help Center; sometimes, you have to configure parts in Support.
- lots of old needs expressed by the community are still not available
- lots of old needs expressed by the community are still not available
What problems is the product solving and how is that benefiting you?
Gather all the history of a customer from several inputs (chat, mail, etc.) at the same place. It makes the relationship easier as it helps all agents to have a quick overview of the last customer's needs or issues.
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