Zendesk Suite
ZendeskExternal reviews
6,513 reviews
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Not enough human support when required
What do you like best about the product?
There are so many benefits using Zendesk Support Suite such as messaging, answer bot, articles and ticket triggers - if you can utilise its features, this is a great platform for your customer service offering.
What do you dislike about the product?
As a small business with limited resources, I find Zendesk very complex to use, if i have a question its an endless search through articles which I have to read several times to make sense only to have fallen down a rabbit hole of other article suggestions I feel I need to read. It would be great to have the support that is easy to access where I can ask a specific question and have this answered and executed where required by a Zendesk team member - not chat bot articles.
What problems is the product solving and how is that benefiting you?
Being able to service customers/users from multiple teams in our organisation and be able to reassign tickets to the correct team should they land in the wrong group by a user mistake. This makes quick work for our agents to be able to redirect tickets internally without having to the inconvenience the customer by asking they send another enquiry to the correct team.
Recommendations to others considering the product:
Make sure you have a strong technology team to suport set up, ongoing changes and utilising Zendesk.
Zendesk Support Suite Review
What do you like best about the product?
I like the compatibility with Zendesk and other programs/software. We have been able to integrate Slack, Intercom, and our own API. I think that it is more user-friendly for the agent than some other support tools.
My account manager, Nell, has been great.
My account manager, Nell, has been great.
What do you dislike about the product?
I do not like Zendesk reporting and searching. Trying to find specific tickets or filter them in existing views can be a pain. Having to create queries for reports as opposed to just selecting the fields you want on the report is a little confusing.
*Update (11/06/23):
The support for their products is a joke.
They have a 2-day SLA, no phone support, and the times I have had to work with them they have been incredibly difficult to work with. Very rarely do they understand the issue (mostly with Explore) that I am trying to communicate to them. The support documentation is incredibly lackluster and it's often impossible to know which guide to use as they have non-sensical terminology that makes even finding the appropriate guide very difficult.
I would not recommend Zendesk for their lack of support alone. it seems that it's been built to allow you to do most things but with non-user-friendly UI.
*Update (11/06/23):
The support for their products is a joke.
They have a 2-day SLA, no phone support, and the times I have had to work with them they have been incredibly difficult to work with. Very rarely do they understand the issue (mostly with Explore) that I am trying to communicate to them. The support documentation is incredibly lackluster and it's often impossible to know which guide to use as they have non-sensical terminology that makes even finding the appropriate guide very difficult.
I would not recommend Zendesk for their lack of support alone. it seems that it's been built to allow you to do most things but with non-user-friendly UI.
What problems is the product solving and how is that benefiting you?
It allows us to manage our call volume relatively easily and keeps a good history of the cases/tickets that is easy to see when multiple agents are handling one ticket.
email newest message at the bottom is really annoying and not user friendly
What do you like best about the product?
Groups, being able to hop in and out of groups very quickly to see what everyone is doing is very useful. the views are good but could do with more options for the requirements
What do you dislike about the product?
the conversation box, by putting new emails at the bottom makes finding the latest message hard sometimes. also removing who an email is sent to makes it hard to know which people have seen which messages in the feed, also adding ccs by using a macro would be nice but being able to read the emails is much more important to me
What problems is the product solving and how is that benefiting you?
the select an address app helps to focus our customer's emails and stops them from emailing people who either are no longer in the business or not working on that account.
Recommendations to others considering the product:
there are other providers of a similar/ better product for email communication, but for chats zendesk is good
Longtime customer, increasingly dissastisfied
What do you like best about the product?
It covers the basics in terms of what we need for both public-facing support articles, as well as support ticket management.
What do you dislike about the product?
Since the beginning, zendesk has done a poor job of making the admin side of the platform easy to use. It has always been difficult to find admin functionality, and despite somewhat frequent changes to how it works, it never actually solves this problem.
Zendesk's own support team is pretty good, but it's very difficult to get in touch with someone, just because their chat feature is buried in the platform.
They make it difficult to pay more for access to additional features without massive upgrade fees (at least for a legacy customer who's paying a low fee).
The sales team doesn't seem to care about us as a customer, and while the customer support reps do, they never seem to be able to escalate our issues to anyone who cares about us either.
The platform does not make it easy to do reporting, and even charges more for reporting features which should be available standard, as it's a core part of the functionality every single customer needs.
Zendesk's own support team is pretty good, but it's very difficult to get in touch with someone, just because their chat feature is buried in the platform.
They make it difficult to pay more for access to additional features without massive upgrade fees (at least for a legacy customer who's paying a low fee).
The sales team doesn't seem to care about us as a customer, and while the customer support reps do, they never seem to be able to escalate our issues to anyone who cares about us either.
The platform does not make it easy to do reporting, and even charges more for reporting features which should be available standard, as it's a core part of the functionality every single customer needs.
What problems is the product solving and how is that benefiting you?
We use zendesk to track support requests, and manage a public-facing customer portal of support articles/content.
Recommendations to others considering the product:
Consider alternatives.
Took our money and ran
What do you like best about the product?
The potential it has to be an all-in-one platform for all of our needs.
What do you dislike about the product?
The features we were sold do not perform as expected. We have been using the product for less than a month and have had numerous problems. We have asked to have a call with someone to troubleshoot our issues and no one will even respond to us. It is impossible to get a live representative on the phone, and when you utilize their chat feature, if the person you're talking to doesn't know the answer to your question, you ''accidentally'' get ''disconnected''. It is beyond frustrating and not at all the 'champions of customer service' we have been promised. Stay away unless you're really into snake oil.
What problems is the product solving and how is that benefiting you?
Ticketing system, marketing, client communications.
No customer support
What do you like best about the product?
I don't know! It was a good platform compared to what we used before, but that's might say more about the previous setup.
What do you dislike about the product?
When the contract is signed, the support and help from Zendesk are stopping, and you are left alone. There's no help or support from them, and the system is way behind other platforms.
Zendesk has a lot of opportunities, but it all requires adding different integrations where you need to pay extra for some of them. Once again, other platforms have a lot of it included from the beginning, so you know the correct price.
When trying to reach out to them, the replies are slow and not helpful. If you need help with the setup or implementation, you have to pay one of the many Vendor Services.
Zendesk has a lot of opportunities, but it all requires adding different integrations where you need to pay extra for some of them. Once again, other platforms have a lot of it included from the beginning, so you know the correct price.
When trying to reach out to them, the replies are slow and not helpful. If you need help with the setup or implementation, you have to pay one of the many Vendor Services.
What problems is the product solving and how is that benefiting you?
It was an upgrade from the earlier system, but then the benefits stopped, and the problem that was solved with Zendesk just gave a lot of new issues.
It made agents less effective, and they didn't like to work on the platform.
It made agents less effective, and they didn't like to work on the platform.
Recommendations to others considering the product:
You can find much better platforms that provide better service and help - both during implementation and after. Our agents got more effective since we stopped using Zendesk, and we went from a team of 12 agents to only 4 in less than a year.
So there's a chance you might hire more people for your team that isn't needed if you had a better platform than Zendesk.
So there's a chance you might hire more people for your team that isn't needed if you had a better platform than Zendesk.
Feature rich solution that might work if they only had some type of onboarding...
What do you like best about the product?
Zendesk seems to have all the bases covered with their solution. I mean, tons of big names use them. But when it comes to smaller businesses, they don't seem to have the onboarding needed to ensure success with their product for day one, and that I why I can't recommend them.
What do you dislike about the product?
Lack of any form of onboarding. Yes, they have a very nice set of online documents, but when you get lost and need advice, that doesn't seem to be an option except to chat with a salesperson.
What problems is the product solving and how is that benefiting you?
None, sadly, I would have implemented the solution if I had just been provided with a response about my issue and needs. That never came, so I will be looking elsewhere for a solution similar to Zendesk that offers a more rounded onboarding experience.
Recommendations to others considering the product:
Either come to the table with lots of users to attract their attention and care as a client or find another provider.
Not satisfied at all
What do you like best about the product?
I'm affected by the current problem, where I don't see much effort on the part of Zendesk to help me, so I'm not objective at the moment, because the basic things don't work for me, so I can't say that I like something about Zendesk.
What do you dislike about the product?
Insufficient support. Especially at the beginning, this is very important during configuration. Zendesk solves most questions by referring to the manual, etc. But I need a living person I can call, whom I can share a screen for, someone who really knows Zendesk technically and can really advise me, or at least get information very quickly. At the moment, I am not satisfied at all. I have a stopped project because of that. Based on this experience, I definitely can't recommend Zendesk to anyone. It is also very confusing for me how Zendesk is composed of different modules. Nothing is in one place, and administration is done in different places. Elsewhere the subscription is solved, elsewhere the configuration is solved, elsewhere the help is solved, etc.
I also don't like that some basic things are missing (for example due to the inability to copy an article from one help center to another I had to spend several hours copying.
Furthermore, I do not like the complexity of the whole solution. If everything was intuitive, I would not need support, but it is not intuitive at all and the support is insufficient.
I also don't like that some basic things are missing (for example due to the inability to copy an article from one help center to another I had to spend several hours copying.
Furthermore, I do not like the complexity of the whole solution. If everything was intuitive, I would not need support, but it is not intuitive at all and the support is insufficient.
What problems is the product solving and how is that benefiting you?
I'm currently working on a basic configuration that I can't test.
I'm not satisfied, I have a stopped project because of that.
I'm not satisfied, I have a stopped project because of that.
Poor level of support
What do you like best about the product?
I like the existing out-of-the-box dashboards within explore, particularly for ticket volume, SLA achievement rate, and CSAT.
What do you dislike about the product?
Basic functionality doesn't seem to exist — like creating a query that pulls a table with both requester email and the requester quote itself. I'm not sure why it isn't possible to include customer quote when it's such a fundamental value.
What problems is the product solving and how is that benefiting you?
Our CSM will make recommendations for what we should do at a high level but doesn't seem to have working knowledge of the system. Whenever I have questions, she redirects me to support articles, but the skill level required to digest these support articles is moderate or advanced. Or I'm directed to chat with a support team, and when I chat with them, they tell me I should consider using Zendesk partners (a paid service). I am constantly just sent in a loop of no one being able to help me set up simple things or troubleshoot certain logic.
Needs improvement on both UI and Client Success
What do you like best about the product?
They have options to build on, i.e., chat, reporting, and the knowledge base.
What do you dislike about the product?
It is very user-unfriendly, creating a workflow, a report, and setting up the chat flows needs so much improvement. Even as a user, reaching out to Zendesk's chat support I had so many issues with the chat suddenly stopping in the middle of our conversation before my issue was resolved. The chat flow didn't allow enough flexibility to collect users' information. The reporting was overall very tough to create and felt very much back in time in terms of UI & UX. Finally, the account management team was not helpful at solving any of our issues and instead tried upselling additional packages that we mentioned we had no interest in. They, unfortunately, didn't even respond to our account closure emails and decided to renew our subscription and charged us.
What problems is the product solving and how is that benefiting you?
We use it for ticketing, chat, and reporting on ticket volumes. It's easy to keep track of inbound tickets that are in different stage and urgency.
Recommendations to others considering the product:
I would go with Intercom!
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