Zendesk Suite
ZendeskExternal reviews
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Solid ticketing system with some limitations
What do you like best about the product?
The efficiency our team has gained in handling tickets and the automation has been the biggest benefit. The reporting tools are fantastic. So much information at our fingertips now.
What do you dislike about the product?
I'm not a fan of the messaging feature. It's confusing bouncing back and forth between live messaging and "non-live". We have had to create multiple triggers and different routing configurations to ensure agents are not just handling tickets from messaging all day rather than a mix of talk, email, and messaging.
What problems is the product solving and how is that benefiting you?
It's adding self-service for our customers as well as helping our internal support team be more efficient in handling customer tickets. The workflows and automations make the ticket management clean and easy to manage.
Great ticketing system, but of course there is still room for improvement.
What do you like best about the product?
Zendesk is our IT ticketing system at work. A few of my favorite features of Zendesk, is being able to work in one place without having to open other apps or pages. I like that we are able to build macro's for standard responses or responses for certain types of tickets we receive. Having different views is essential, especially from a manager's overview. I need different views to check on the progress of different individuals tickets. Another favorite, I dont think it's Zendesk, but a partner of Zendesk. The SweetHawk Super Suite was a great addition to our Zendesk.
What do you dislike about the product?
Since day one, the biggest complaint was the limit of 8 personal views. I was able to overcome this limitation by purchasing SweekHawk Super Suite, but I feel Zendesk should have provided another means to achieve this.
If you have multiple domains, and single sign on using one domain, you will run into issues with multiple accounts being created for the same individuals. Zendesk does not have a good way to merge all of these users and prevent the extra account creations. For some, this may not be a big deal but for us it just makes our platform cluttered.
We have different departments wanting to use different customizations. It's hard to customize each one without making changes to everyone. I'm hoping the new workspaces fixes this issue. I would also prefer the ability for end users to make their own customizations for items. I understand the need to keep a standard, but there are some things that can be put into the user's hands for them to customize based on how they like it.
I've had issues with API integrations. We had another program/company that would create "investigations" and I wanted for each "investigation" that it would create a ticket into Zendesk for us. I never got it to work, and Zendesk finally removed that type of integration. I believe it is only limited to Oauth now.
My 2nd biggest issue/complaint is the SandBox. Majority of the time the Sandbox does not work or allow me to get into it. I have to end up deleting it and recreating one. There are certain features that you cannot test in the Sandbox either. I wanted to do more testing with the ChatBot and AI, but was very limited.
If you have multiple domains, and single sign on using one domain, you will run into issues with multiple accounts being created for the same individuals. Zendesk does not have a good way to merge all of these users and prevent the extra account creations. For some, this may not be a big deal but for us it just makes our platform cluttered.
We have different departments wanting to use different customizations. It's hard to customize each one without making changes to everyone. I'm hoping the new workspaces fixes this issue. I would also prefer the ability for end users to make their own customizations for items. I understand the need to keep a standard, but there are some things that can be put into the user's hands for them to customize based on how they like it.
I've had issues with API integrations. We had another program/company that would create "investigations" and I wanted for each "investigation" that it would create a ticket into Zendesk for us. I never got it to work, and Zendesk finally removed that type of integration. I believe it is only limited to Oauth now.
My 2nd biggest issue/complaint is the SandBox. Majority of the time the Sandbox does not work or allow me to get into it. I have to end up deleting it and recreating one. There are certain features that you cannot test in the Sandbox either. I wanted to do more testing with the ChatBot and AI, but was very limited.
What problems is the product solving and how is that benefiting you?
Zendesk is adding more features to have an all-in-one place to go for customer support and helpdesk support tools. We are also able to get metrics on issues and conduct reporting on our tickets.
Pleasant Support Experience
What do you like best about the product?
Quick response-time, easy to work with, clear instructions
What do you dislike about the product?
The way the support messages flow through to email is kind of confusing in larger threads, but simple enough to figure out
What problems is the product solving and how is that benefiting you?
Platform set up - host-mapping issue
Zendesk is great to use!
What do you like best about the product?
Support gets back to you pretty quickly and gives you articles or answers your questions, straight forward. Zendesk provides a lot of training material and it's pretty easy to use!
What do you dislike about the product?
I wish that you could call Zendesk Support instead of it all being through chatbot or email. Sometimes you wonder if there are real people on the other side. On the plus side, the need for support is very rare.
What problems is the product solving and how is that benefiting you?
Before we used Zendesk, we were using a shared mailbox. It was very hard to keep track of and we had no real way of running reports or keeping track of bigger issues that were raised. Now we have a way better method and to ensure that no ticket or email is getting missed!
Great at handling the essentials, challenging to customize at times
What do you like best about the product?
Zendesk has an easy-to-use, mostly intuitive interface that makes it easy to collect the right information from customers.
What do you dislike about the product?
It is difficult to get customers to stay "in the flow" between knowledge bases and support requests. Essentially, it would be wonderful to be able to allow our customers to easily flip between a knowledge base for existing k articles and a support request function. Also, the CRM integrations are a bit limited if you don't use Zendesk Sell, so follow-up campaigns and organizing customers into preferrer heirarchies can be challenging.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to easily audit customer complaints to remain in compliace during customer audits, as well as track (at a basic level) customer health and potential churn triggers.
Great platform, easy to use
What do you like best about the product?
I love that everything you need is in one place, and intuitively set up. I set up automated chats for our website with very little instruction. And the macros feature has been a lifesaver.
What do you dislike about the product?
The only things we've ever had trouble with was connecting our customer service email address for forwarding. It wasn't a straighforward process, and took a while. But once we were able to get everything set up, it was smooth sailing.
What problems is the product solving and how is that benefiting you?
It's completely streamlined our customer service system. Exactly what we were looking for.
Use Zendesk for team tickets.
What do you like best about the product?
Multiple people on one platform. Easily can share tickets and information with other teams. Easily can create the suite for the team's needs.
What do you dislike about the product?
Although there is a guide, I wish we had one person to meet with and help desgin Zendesk in a way that works for us. Have to take hours learning how to do something and it maybe works the first time after following instructions.
What problems is the product solving and how is that benefiting you?
Creating a better automated chat experience. AI.
CSM Zendesk Support Suite Review
What do you like best about the product?
I love Omnichannel routing; Agent Live Status, Skills Based Routing, and Agent Capacity have been very beneficial for our workflow, even with a small team.
A+!
A+!
What do you dislike about the product?
I do not like that you cannot have multiple business hours for global companies. We are still small <100, so paying for Enterprise vs. Professional is not worth it.
What problems is the product solving and how is that benefiting you?
Zendesk helps us anticipate what our customers need and efficiently solve their problems. It allows our team to work in one centralized platform and increase productivity.
Zendesk, the simple solution for your complex needs.
What do you like best about the product?
Zendesk is simple to use, the no-code development and point-and-click creation make it quick and easy to deploy new fields and new forms, and create reports or dashboards quickly.
What do you dislike about the product?
Integration with Zendesk creates issues by having to use tools such as Exalate, it tends to be more problem than it is worth to connect other ticketing tools to Zendesk. Linking of additional tools such as PowerBI requires middleware due to the quality of the data received through the Zendesk/PowerBI App and using other Microsoft tools such as PowerAutomate is lackluster due to the non-exposure of custom fields.
What problems is the product solving and how is that benefiting you?
We have other request types that are not related to support tickets like Software Enhancement Requests or Professional Service Requests that we have been able to create custom forms and then integrate that data into Microsoft Dynamics CRM for SOW creation and tracking. The Zendesk piece of that solution enables us to display those requests on customer-facing dashboards so they can track the status of the requests.
Our Primary Tool and its steady improving
What do you like best about the product?
Zendesk make the ticket support expierence very simple. Its easy to use and can be setup quickly. They are also adding features pretty regulary that have really imrpoved the expierence. The interface is also very simple for the agents and make communication between team member s easy.
What do you dislike about the product?
The one drawback of Zendesk being simple is that it lacks some basic features. This is especially true with automation. Although I can usually find a work around, it makes the process uneccesarily comlicated.
What problems is the product solving and how is that benefiting you?
It helps us to organize our issues through tickets and groups in a way to make it faster for the agents then email. It also helps to monitor our helpdesk through reporting and making sure employees issues dont get left unsolved.
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