Zendesk Suite
ZendeskExternal reviews
6,484 reviews
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Zendesk is user friendly with good integrated apps to help with custom features.
What do you like best about the product?
Zendesk’s efficiency brings to my work by streamlining otherwise tedious individual updates. The platform’s ticket filtering system is a standout feature, allowing for easy and accurate delegation and organization of ticket work. The ability to create custom queues, macros, and automated triggers further enhances the platform’s functionality, making it efficient.
What do you dislike about the product?
Zendesk is quite expensive over its competitors with similar capabilities and features. Having issues with the customer survey providing false negatives. Reporting is not as user friendly as other ticket management tools.
What problems is the product solving and how is that benefiting you?
We support multiple clients that requires a few user groups and roles which requires security between some of the users per brand, which works well.
Zendesk User
What do you like best about the product?
Being able to quickly respond to customer needs and requests
What do you dislike about the product?
Help articles continually open up new browser windows
What problems is the product solving and how is that benefiting you?
Helping our customers answer their questions
Easy to use, Easy to set up
What do you like best about the product?
The UI for Zendesk is simple and straightforward.
It's easy to set up automation and triggers to improve efficiencies.
The out-of-the-box reporting makes it easy to start gaining insights right away, while you start to build our your own reporting.
It's easy to set up automation and triggers to improve efficiencies.
The out-of-the-box reporting makes it easy to start gaining insights right away, while you start to build our your own reporting.
What do you dislike about the product?
Managing Team members is a bit clunky. Too many spots to have to go to make changes to individual user access especially if you're removing user accounts.
The bot feature is good, but the billing cycle for Monthly Active users needs to be reviewed. 1000 MAUS for an enterprise customer does not fit the average use for anyone paying for enterprise.
The bot feature is good, but the billing cycle for Monthly Active users needs to be reviewed. 1000 MAUS for an enterprise customer does not fit the average use for anyone paying for enterprise.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to have all of our support teams in one spot without having to build a lot of extra things. It's easy to separate out different kinds of contacts and drive actions around them.
Easy to implement. Amazing support. Excellent product!
What do you like best about the product?
All chanells are combined and easy to naviate through.
What do you dislike about the product?
Open tickets tabs can be confusing at times.
What problems is the product solving and how is that benefiting you?
Keeping track of issues and linking them to customer incidents. Easy to review, track and provide resolutions.
Easy to use and effective
What do you like best about the product?
We use Zendesk Support Suite primarily for the knowledge base "Guide" component. In our experience it strikes the perfect balance between ease of use and power and ability to customize. With third-party themes and components available you can do almost anything you want with little to no custom coding.
What do you dislike about the product?
Zendesk support is hit or miss in terms of helpfulness.
I'm very interested in using Zendesk Gather as a customer forums solution, but it's very basic and there aren't many resources available to support it.
I'm very interested in using Zendesk Gather as a customer forums solution, but it's very basic and there aren't many resources available to support it.
What problems is the product solving and how is that benefiting you?
Our knowledge base is a key driver in ticket deflection and supporting self-serve and scalable growth. It's easy to use for both internal users and customers, search optimized, and customizable.
Great product, but account manager is slow to respond
What do you like best about the product?
Add on Applications to customize the business data and communication needs
What do you dislike about the product?
I have been trying to change our subscription for 4 months and still do not have a result. I've been overcharged for months.
What problems is the product solving and how is that benefiting you?
Communicating with our customers is easy. The Zendesk account manager should try doing that when his customer has been asking for something since April.
Get's the job done!
What do you like best about the product?
I really apprecaite the Apps and Integrations. With Zendesk not quite having everything a certain businesses' operations might need right out of the box, allowing others to develop Apps that solve those problems is incredibly valuable and helpful.
For example, the Tasks app is critical to our day to day operations.
For example, the Tasks app is critical to our day to day operations.
What do you dislike about the product?
The least helpful thing is probably that the skills based routing historically hasn't worked in a way that intuitively makes sense and is effective operationally. This was originally one of the selling points that lead to us choosing Zendesk, but it has never worked and the proposed enhancements to make the feature actually usable still seems to be in development.
Likewise, it is very rare that some sort of issue or usability oversight gets addressed in a timely manner, if ever.
Likewise, it is very rare that some sort of issue or usability oversight gets addressed in a timely manner, if ever.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to effectively manage our Professional Services operations (Implementation, Support, Account Management, Consulting). We have structured workflows for completing various operations and we are continuously building out new operations and refining our old ones.
Exceptional Support Experience
What do you like best about the product?
We've been using ZD for years now. We like how seamless the workspaces are. We mostly use Talk and email ticketing systems. And now with the new agent work space, it seems like there's an effort to improve overall usability, which we always appreacite.
What do you dislike about the product?
Not much to highlight here, setting up custom explore reports can become a bit tidous. It's quite complex and fidgety. I wish we could leverage templates and enhance overall usability.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is solving several critical problems for us. It's consolidating all our customer support tools into one platform, which has significantly increased our efficiency. We don't have to switch between different systems, saving us time and reducing errors.
Streamlining Email Tickets
What do you like best about the product?
Being able to visually prioritize and work items in order of priority. I also enjoy being able to recall tickets and run reports on the tickets we have received, worked, and/or solved.
What do you dislike about the product?
Zendesk can be tricky to get started with. There is a lot of setup involved and customizations that are not as intuitive as I'd hoped. I wish we had a dedicated representative throughout the whole user process and not just during implementation. Getting answers to things is more challenging than I'd like.
What problems is the product solving and how is that benefiting you?
We used to manage, track and work all of our 'customer' issues through a shared email box. With this it was impossible to see how many related items we had, how long it took to respond and/or resolve issues, how many issues were recurring, who our repeat offenders were, and we struggled to recall issues for accountability.
easy to implement and use with extensive self service resources
What do you like best about the product?
It was easy to figure out our implementation through all the training available and self service resources.
What do you dislike about the product?
There are some things that I wish could be customized more.
What problems is the product solving and how is that benefiting you?
1 streamlined platform that hosts all of our incoming customer service requests in one place, regardless of the source
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