Zendesk Suite
ZendeskExternal reviews
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Automating customer support with advanced AI capabilities and seamless communication
What is our primary use case?
What is most valuable?
Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo, enhancing our workflows.
What needs improvement?
There could be improvements in integration, which can be achieved with APIs or tools like Zapier. However, easier integration could enhance the usability. Multilingual support was previously an issue, but it has been addressed.
For how long have I used the solution?
I have been familiar with Zendesk for about 12 years, ever since it was a Danish company before moving to the United States.
What do I think about the stability of the solution?
We have had very few technical issues with Zendesk. The stability has been quite reliable.
What do I think about the scalability of the solution?
Zendesk can scale from very small companies to very large ones. Its pricing model is per agent, which facilitates scalability.
How are customer service and support?
The technical support provided by Zendesk has been very satisfactory. While instant resolution is ideal, they typically respond within an hour to no more than 24 hours.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
We briefly worked with Autodesk PSA due to our partnership with Datto/Kaseya, but we have been using Zendesk for a long time internally.
What was our ROI?
It's very difficult to measure the return on investment, as we've integrated Zendesk into our operations for so many years.
What's my experience with pricing, setup cost, and licensing?
Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.
Which other solutions did I evaluate?
We've worked with competitors like Virtuozzo in the virtualization space but have not explored other helpdesk solutions to an extent.
What other advice do I have?
On a scale of one to ten, I would give Zendesk a nine. I actively recommend it to others due to its extensive capabilities and marketing reach. However, for some very small companies, it might not be necessary.
Support Suite - would recommend!
What do you like best about the product?
We love Zendesk support suite for bringing our internal and external knowledge bases together with our ticket responding and the ability to layer integrations and Zendesk add ons such as Co-Pilot for quicker resolution for our users!
What do you dislike about the product?
We find the reporting side of Zendesk Suite clunky and tricky to use - we use Zendesk for user feedback and bug tracking and compiling this data can be tricky using custom reporting.
We are considering exporting this data to review elsewhere.
We are considering exporting this data to review elsewhere.
What problems is the product solving and how is that benefiting you?
Zendesk suite is fantastic as it integrates with our other software (especially with the Co Pilot add on.
It’s helped all of our agents work out of one platform.
It’s helped all of our agents work out of one platform.
Good, all-round CRM tool that will only get better over time
What do you like best about the product?
We use Zendesk for our 24/7 Customer Support teams. I like the flexibility in customizing Zendesk to fit my Support organization's needs. There are many options to auto-route tickets to the correct team of agents depending on the client's inquiry. For example, Omnichannel and Skills-based routing. This has proved to make our Support teams far more efficient. It was also easy to implement. We have also been able to integrate Zendesk into a number of other applications as well.
What do you dislike about the product?
Some features could use more functionality. Today, Omnichannel is handled by separate channel capacity models (e.g. how many active tickets and agent can take per Phone, Messaging, and Email). Instead, for true Omnichannel, it would be much better if we had a single capacity model that decided what agent would take (for example, assigning Phone, Messaging, or Email tickets one at a time based on the inbound volume is coming in). I also wish we could add individual features one at a time rather than purchasing through a suite/package (e.g. our Support teams using only AI Enhanced Writing instead of buying the whole AI Suite)
What problems is the product solving and how is that benefiting you?
Automating of ticket assignments based on Omnichannel capacity models/routing and Skills Based routing. This is optimizing our team and improving overall coverage and response times.
Extremely robust too suite
What do you like best about the product?
The integration between components and the reporting capabilities
What do you dislike about the product?
UI changes to explore were a bit annoying to get the use of at first.
What problems is the product solving and how is that benefiting you?
It’s an all-in-one tool that integrates support with reporting.
Wealth of capabilities = more money
What do you like best about the product?
Zendesk is the best customer support platform I have found for UX for agents.
What do you dislike about the product?
So many capabilities, but need more education around how to use our suite to the full potential.
What problems is the product solving and how is that benefiting you?
Customer support tickets
Very efficient software for your support needs
What do you like best about the product?
It is super helpful for support teams.
With the new features coming in it is one of the top softwares
With the new features coming in it is one of the top softwares
What do you dislike about the product?
The Zendesk support suit it pretty good, haven't really faced any issues
What problems is the product solving and how is that benefiting you?
It lets all our clients create tickets pretty smoothly and gives them direct access to our team.
Zendesk has a major focus on AI.
What do you like best about the product?
Zendesk has been reliable and constantly adding a new features.
What do you dislike about the product?
I wish Zendesk adding the slash commands for macros in the Zendesk mobile app. I also wish some of the sweethawk suite was available in the mobile app. I wish Omni channel routing was like round robin. I wish the slack integration was similar to foqal.
What problems is the product solving and how is that benefiting you?
It’s allowing us to centralize our documentation as well as facilitate any IT support request for multiple different brands.
Great tool for meeting your customers where they are.
What do you like best about the product?
I like that I can easily setup workflows and multiple triggers to keep tickets moving. Using the basic stuff is great as a new user or as a non developer.
What do you dislike about the product?
I do not like that to use some of the more advanced parts of Zendesk you pretty much need to be a developer or spend some of your devs time helping setup some back end bit. I also do not like the pricing as you must pay it for all users in your system, even if the feature you want to use is only going to be used by 10 out of 200 users. You must still pay for all 200 users
What problems is the product solving and how is that benefiting you?
It is helping us solve all inbound communication for our support, success, implementation, and clinical team. It makes sure that we can route all inbounds to the correct team. Our help center makes it easy for customers to self help so they don’t need to reach out often for items that are documented in the help center. It also helps us understand which customers are reach out the most and for what reasons in the reporting tool.
Powerful CX tool
What do you like best about the product?
Platform and its integration with many products and features is amazing. Gives lots of flexibility to pick and choose
What do you dislike about the product?
Need to work on Zendesk talk, the new acquisition local measure will help to achieve it
What problems is the product solving and how is that benefiting you?
Building better customer support platform where our users requires continuous interaction through multiple channels
Great tool for CSR
What do you like best about the product?
For sure sandbox and custom agent role. QA
What do you dislike about the product?
Does not include extra full agent seats. And automatic syncing of sandbox
What problems is the product solving and how is that benefiting you?
Doing all testing and set up in sandbox. Using sandbox for training new agents.
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