Zendesk Suite
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Zendesk
What do you like best about the product?
Zendesk does almost everything we need it to for our company.
What do you dislike about the product?
It can sometimes be difficult to find solutions to problems. However, the help articles are many and live chat can be super helpful depending on the agent you get. No individual voicemail boxes and other various features are lacking.
What problems is the product solving and how is that benefiting you?
It's a great way to keep track of customer complaints/requests
A Useful & Helpful Tool
What do you like best about the product?
The support feature of Zendesk is a really straightforward way of getting help whilst you are still working on what you are doing on Zendesk at the same time. It had a clear outline at the start of what section I needed help with, and had the option for a chat bot and if that did not help then it was easy to get help from a human advisor. The advisor was super friendly and explained things in a way that was jargon-free and easy to understand for someone like me who isn't hugely tech savy. Even though my question was a bit of a silly question I realised in the end, the advisor did not make me feel like I had asked a stupid question and instead explained everything helpfully like it was a valid question.
What do you dislike about the product?
Sometimes it stays on every page if you have multiple pages and sometimes it doesn't, meaning the chat disappears and you get disconnected. It would be more beneficial if the chat feature was accessible at all times from every page you open on Zendesk if you have the chat open. This means you can work while waiting for a response from an agent and do not have to worry about accidentally closing the page and losing the chat. Instead, you would be able to pick up where you left off.
What problems is the product solving and how is that benefiting you?
I recently solved how to access a certain app which was hidden and I was trying to figure out why this was. I was attempting to use quick merge as a way of being able to see how many tickets there were for a particular customer, and this app allows you to merge all tickets that are there into one to make things more efficient. I noticed that on one ticket that is was showing the app as hidden and I could not figure out how to make it unhidden. Support helped me realise that it the app will show as hidden when there are no other tickets from that person to merge.
Recommendations to others considering the product:
The support feature of Zendesk is a really straightforward way of getting help whilst you are still working on what you are doing on Zendesk at the same time. It had a clear outline at the start of what section I needed help with, and had the option for a chat bot and if that did not help then it was easy to get help from a human advisor. The advisor was super friendly and explained things in a way that was jargon-free and easy to understand for someone like me who isn't hugely tech savy.
Zendesk = flexibility and ease of use for smaller companies, but also offers enterprise solutions.
What do you like best about the product?
Agents are incredibly diligent and willing to help.
What do you dislike about the product?
Finding the live chat is not always easy; maybe a quicker way of contacting a live agent would be better.
What problems is the product solving and how is that benefiting you?
Usually, things that I can not find in the help center.
Zendesk Support review
What do you like best about the product?
Customizable features are great. Having calls and emails in one place is super convenient.
What do you dislike about the product?
Some features don't interface with others. I can't make a View with the condition that searches a string in a text custom ticket field.
What problems is the product solving and how is that benefiting you?
Keeping calls and emails for our customers in one place. Managing our Support articles internally and externally.
Recommendations to others considering the product:
Study up, so you know how to use the tools provided!
Helpful Support
What do you like best about the product?
A powerful tool that can handle almost everything you need.
What do you dislike about the product?
Nickel and dime every feature making it hard to grow as a business. Either have not enough features with what you can afford or you have all features but can barely afford.
What problems is the product solving and how is that benefiting you?
Use it just as our main CRM. Handle emails and questions through our website.
Recommendations to others considering the product:
Nickel and dime you for every feature they can. Take free add-on's and sometimes "update" and start charging. Very powerful but be prepared to pay a lot more for it.
Good product with decent support
What do you like best about the product?
It's full-featured, configurable, and very reliable.
What do you dislike about the product?
Reporting with Explore isn't as robust as we'd like and the Talk data cannot be exported via an API.
What problems is the product solving and how is that benefiting you?
We needed a way to track all helpdesk requests internally and in our outsourced call center. We're able to separate them by using the multi-brand setup.
Great Features, Easy to Use
What do you like best about the product?
Zendesk Support Suite allows us to take our customer support/success to the next level. I love the ease of setting up ticket forms and fields so we can capture the necessary information we need to satisfy different requests. In our previous support tool we didn't have the option of doing this - it also didn't give us a Ticket Number that we could pass to the customer so they could easily reference an issue when they contact us (or when we are doing support internally) - we were having to use the customer name and conversation title which wasn't the best experience.
What do you dislike about the product?
We are interested in using Zendesk Talk so we can use an Analytics product to analyse our call recordings. However, Zendesk talk doesn't support recordings in Stereo format - only in Mono.
What problems is the product solving and how is that benefiting you?
We have totally revamped our customer support offering since using Zendesk. We have 1000 times more flexibility and reporting features when it comes to ticket forms and capturing additional data on tickets (Our previous provider used to charge to tag conversations!).
Our support team has greater visibility into what tickets are at specific stages of the process. This allows us to ensure tickets don't slip through the net and don't get answers.
Our support team has greater visibility into what tickets are at specific stages of the process. This allows us to ensure tickets don't slip through the net and don't get answers.
Recommendations to others considering the product:
If you already have a Zendesk account and your thinking of upgrading - make sure your not on the Legacy plan before you upgrade in the UI. We did this and we thought we were going to get all of the features displayed on the Zendesk Pricing page. This wasn't the case as we are on a legacy plan - we needed to purchase addon's which totalled $40 per agent per month. A price we were not expecting to pay.
Zendesk: the most reliable helpdesk I've ever used
What do you like best about the product?
How Zendesk works well, in a way it is reliable and its features work as intended, and how powerful this tool can be if its features are well used.
What do you dislike about the product?
Configuring Zendesk in a way to be able to use its advanced feature can be quite hard.
What problems is the product solving and how is that benefiting you?
The need to solve customer support tickets, and also be able to extract a summary of the tickets for specific customers and their status, for the generation of reports.
Recommendations to others considering the product:
It is a very useful and reliable helpdesk. Make sure to give it a try when considering buying a helpdesk license.
Very helpful
What do you like best about the product?
The speed and the follow-up email you receive after chatting with them
What do you dislike about the product?
Their help centre is rathe scattered and not-so-easy for somebody who is completely new to the platform
What problems is the product solving and how is that benefiting you?
We are responding to our customer enquires with Zendesk and we have our help centre with them too
Recommendations to others considering the product:
Purchase the most expensive plans if you want to make real use of the platform
It took some time but all over good experience
What do you like best about the product?
Solution / offered to give further to dev team top
What do you dislike about the product?
Unclear and dumb start. Really illogical questions asked
What problems is the product solving and how is that benefiting you?
Refreshing with zen desk sell app does not work. Dev team is informed
Recommendations to others considering the product:
Get someone who used it already so you know all the tricks
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