Zendesk Suite
ZendeskExternal reviews
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Everything you need. Most of what you want.
What do you like best about the product?
I like the combination of a simple interface with enough backend automation and configuration to create efficient processes
What do you dislike about the product?
I can't tell you how many times I wanted what felt like a basic feature to find that someone asked for it in the forums 4 years ago and then dozens said they also want it but it still doesn't exist. Also, lately the site gets very slow at the end of the work day.
What problems is the product solving and how is that benefiting you?
It's our main ticket system and our KB. We migrated about a year ago and it has been mostly smooth ever since.
Recommendations to others considering the product:
If you don't have an incredibly complex process and have no desire to hire a team to program one, then Zendesk is a good choice. All the config is easy to do. Users find it easy to use. There may be some wishlist items that it won't have but as a general rule, it's missing the nice-to-have things not the need-to-have things. As someone who has used Salesforce in the past I find that I prefer the simplicity of having almost everything I want out of the box instead of having the possibility to have everything I want but never enough developer time to make it a reality.
Zendesk makes the workflow as easy as pie
What do you like best about the product?
Zendesk makes the workflow simple, smooth, and accessible. It's the perfect home base for my line of work and is always reliable. The design is very straightforward and organized. I enjoy how easy it is to navigate and how many options and features make our work as simple as possible. Everything is accounted for on Zendesk, making it easy to track down past interactions. It simplifies the customer care process and makes communicating as seamless as possible. In the past, if I have had any issues, Zendesk support has been pretty good with trying to troubleshoot and solve possible issues, which is always a huge benefit when working with a company.
What do you dislike about the product?
There have been times when Zendesk has issues and glitches, mostly having to do with calls (I.e. calls will ring for 1 second, connect to a new call, do the same thing..). I believe these are just fairly common technical glitches, but then again, it is hard to tell sometimes if it's actually just my internet connection. I have also noticed that once in a while, a solved ticket will end up back in the queue instead of going to the personal queue of whoever was previously in correspondence, which can complicate things for us employees. It is never too hard to assign the ticket back where it belongs, though.
What problems is the product solving and how is that benefiting you?
Zendesk is the foundation for my job! And it's the perfect "home base." It makes correspondence with clientele as simple as possible. I particularly appreciate the organization and views that are available to us with the click of a mouse. The system design and aesthetic are optimal for sorting through and completing work. It makes it so that we can efficiently sort and organize large numbers of tickets and interactions and sort out what is a priority. I also appreciate how many options Zendesk provides regarding organization/ views, AKA the "sort by" features. This makes getting what I need easier and effortless!
It's not perfect, but our account rep is outstanding.
What do you like best about the product?
I can build the customer experience I want.
What do you dislike about the product?
NOT user-friendly or intuitive to set up new experiences.
What problems is the product solving and how is that benefiting you?
Your self-help is terrible. It's mostly a bunch of power users sharing coding tips. Not ideal for folks without coding experience. You need to build guidance into the product, itself.
It’s great but the most recent update not so much
What do you like best about the product?
Friendly reps, generally are very helpful
What do you dislike about the product?
The formatting of the macros is odd. When you select a macro it adds an additional space above it. Also when adding in links manually you can't just hit enter if changing the "text" portion. It's the little things
What problems is the product solving and how is that benefiting you?
Order issue related problems, sometime trouble shooting front end issues
Recommendations to others considering the product:
Don't hide the "Get Help" button, put it back to the little blue button on the side of the screen
powerful, omni-channel support platform
What do you like best about the product?
Fairly intuitive UI with no coding required. It allows us to work effectively and efficiently to address each one of our customer's concerns. Whereas some products simply exist in a silo, Zendesk does a nice job of connecting multiple systems to provide a more holistic view of our customer interactions.
What do you dislike about the product?
The built-in data/analytics functionality has a lot of nuanced mechanics and isn't very intuitive, even to someone with a BI background. It tries to be helpful, but I've had to learn a lot of its "quirks" before being able to really build out reports and dashboards in the way I want.
What problems is the product solving and how is that benefiting you?
We need a single channel for responding to all of our customer inquiries and gaining insights into trends and common issues. It was very important for us to be able to aggregate insights to pass along to the rest of the organization for more effective decision-making.
Recommendations to others considering the product:
If you're looking for a powerful platform to manage the majority of your customer-facing communications, Zendesk is a great product. It helps with automated actions and triggers, fields for reporting, and saved responses for more efficient agent work.
Nice ticketing management platform with analytic tools
What do you like best about the product?
I love Zendesk explore. With this embeded analytic and reporting tools allow me to get data insights easily and quickly without doing the analysis manually through Excel. SLA and Customer satisfaction features are as well great to track customer feedback ans set the baseline within our team to take action on certain tickets. Zendesk also provide live chat channel which we can inquire/raise issue to customer support directly. The response is quite fast.
What do you dislike about the product?
There are some features that Zendesk can find ways to improve:
1. Delay in executing the data. Zendesk requires some times to sync across all tools when the backend configuration (e.g. ticket field) is updated. As the result, the data doesn't update instantly causing some delay in executing or running the data. This give me a hard time to figure out immediately whether my query behave in the way I want to or not.
2. Ticket form. the ability to creating the ticket form based on customer needs is great. But some fields cannot be modified or required technical knowledge to hardcode. I found this difficult for non-IT to work on.
3. Answer bot. Bot on Zendesk does not learn from the users' inputs. Instead, it suggests articles based on the set of logic that have been pre-defined.
1. Delay in executing the data. Zendesk requires some times to sync across all tools when the backend configuration (e.g. ticket field) is updated. As the result, the data doesn't update instantly causing some delay in executing or running the data. This give me a hard time to figure out immediately whether my query behave in the way I want to or not.
2. Ticket form. the ability to creating the ticket form based on customer needs is great. But some fields cannot be modified or required technical knowledge to hardcode. I found this difficult for non-IT to work on.
3. Answer bot. Bot on Zendesk does not learn from the users' inputs. Instead, it suggests articles based on the set of logic that have been pre-defined.
What problems is the product solving and how is that benefiting you?
Easier and more organized tickets. Be able to track back to the conversation history without running through Outlook. Able to run the report and create dashboard directly with Zendesk tools.
Recommendations to others considering the product:
It is useful platform for ticketing management with its built-in knowledge base center and analytic tool. Many add-ons may be needed, for example, side conversation history or linking parent and child tickets. With its CSM, the pricing is cheaper than others in the market.
All-in-one CRM Platform
What do you like best about the product?
Customizability and responsiveness of support teams.
What do you dislike about the product?
Some essential features are either not available or need to be customized.
What problems is the product solving and how is that benefiting you?
Ticket Management, Traffic Routing, and Timely Resolution of Tickets
Recommendations to others considering the product:
Check the needs of your organization and see how Zendesk suite will enter the picture to ensure the utmost efficiency
Switching to Zendesk because the Support is just...better.
What do you like best about the product?
The agents AND my account executive are so prompt. I have worked with platforms that take days to respond, and especially in the set-up and implementation stages, I feel like this is so necessary.
What do you dislike about the product?
Sometimes I feel like the request isn't thoroughly read, and I got SCHOOLED when I tried to email support directly versus submitting my request via a form. It wasn't a stellar reception. I feel like if people need help, you help them? It's not the easiest to find the "proper form" to submit either...which is why I emailed. I'm guessing they have a more challenging time routing the request to the right team if it's a general support email, but technology is also a thing, and I can't wait to use the AI options within ZD for routing!
What problems is the product solving and how is that benefiting you?
Frankly, I'm more comfortable with Zendesk - that's the short answer, but I see more value since the answer bot and chat are included in the price. These features are typically add-ons with other platforms. I want to use Gather, but the current help information is tough to navigate, and I'm not sure it meets our needs at the moment so I will probably wait on that aspect. Specifically, it is challenging to understand if/how I can have some topics that are open to prospective users without making them create a log-in or not. Viewing permissions and user segments are just very confusing overall.
Quality CRM that helps us have positive interactions
What do you like best about the product?
Customizability, and an intuitive interface. It makes it easy to do it "our way"
What do you dislike about the product?
A few quirks that increase time spent per ticket, like it won't send an email and save an internal note simultaneously.
What problems is the product solving and how is that benefiting you?
We used to outsource our CS. We brought it in-house & Zendesk has made that possible, and done so smoothly.
Zendesk help center is really helpful
What do you like best about the product?
easy access to customers previous interactions
What do you dislike about the product?
a little hard to set up, i had to contact the support team to ask for assistance
What problems is the product solving and how is that benefiting you?
having more control and organization over our interactions with our customers
Recommendations to others considering the product:
For admins; carefully read the documentation before making any changes to the account.
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