Zendesk Suite
ZendeskExternal reviews
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Effortless Setup and Smooth Launch Experience
What do you like best about the product?
Easy set up, was able to fully launch without any assistance
What do you dislike about the product?
Sometimes a delay of response and alot of back and forth. Would prefer a phone call or immediate reply
What problems is the product solving and how is that benefiting you?
The amount of triggers and automations needed to make things work
Comprehensive Help Center and Documentation Enhance Our Experience
What do you like best about the product?
We appreciate that it includes a help center and internal documentation. The template responses are also very useful.
What do you dislike about the product?
It can require a significant amount of time to set up and get the team fully trained.
What problems is the product solving and how is that benefiting you?
Responding to customer from different sources in a timely manner
Seamless Freshcaller Integration Elevates Zendesk Experience
What do you like best about the product?
Fresh caller integration with zendesk makes it better
What do you dislike about the product?
Nothing such to improve and appreciate .
What problems is the product solving and how is that benefiting you?
Multiple different platforms to get info and data
Automated Replies Are Great, But Some Drawbacks
What do you like best about the product?
The automated reply capability exceeds the capability of other tools
What do you dislike about the product?
The setup can be a little cumbersome to utilize all the features, but I admittedly haven't completed all the setup yet so if it's fully-automated once it's done, it might be justified
What problems is the product solving and how is that benefiting you?
Automating the replies has saved the need for customer support representative time
Great Support Community, But Frequent Issues Disrupt Workflow
What do you like best about the product?
I like most the fact that it has a wide support system in the software as well as in the user base, so oftentimes issues can be solved quickly. Several integrations across CRMs and other software like Monday, Gainsight, PowerBi are used at my company and I find most of them work well enough that record keeping and managing projects is made relatively easy.
What do you dislike about the product?
I get notified of issues daily. About 50% of them actually affect my usage, but it always means a slowdown and lots of refreshing will be needed that day.
What problems is the product solving and how is that benefiting you?
Zendesk makes timelines of client communications easy to read and allows team queues to be created in a way that makes interdepartmental resolution handling easier than a constant stream of messaging in Teams. Anyone working on an issue can hop into one ticket and read to understand what's going on.
Centralized Customer Communications for Faster Support
What do you like best about the product?
Zendesk is valuable because it brings all customer communications from different channels into a single workspace, which then allows the support team to respond faster
What do you dislike about the product?
It is complex to setup and the advanced features can get expensive
What problems is the product solving and how is that benefiting you?
Zendesk helps solve issues like slow response times, scattered customer communication to improve service quality
Challenging Setup, But Promising Features
What do you like best about the product?
I appreciate how Zendesk Support Suite helps us organize our tickets effectively. It allows us to automatically assign tasks based on tags that we've created, equipped with specific names and triggers, thus enhancing our efficiency. The user-friendly and intuitive web UI layout stands out to me as it simplifies navigation, making it easier to manage various tasks. This software aids in better time management for our help desk support staff and facilitates quick escalation of issues, which significantly benefits our team. Once fully set up, the omnichannel routing capability promises to be highly useful, especially by enabling routing to different groups, further streamlining our processes.
What do you dislike about the product?
I find the setup process of Zendesk Support Suite incredibly challenging. The salesperson had mentioned it would be simple, but it took me over six hours just to set up the mailbox ingestion part due to complications like needing individual mailboxes instead of a shared one. This involved changing DNS settings, DKIM settings, and several other technical adjustments which were time-consuming. I'm still working on other aspects like teams, email, side conversations, triggers, tags, and groups. I also think that managed services or a technical CSM for setup should be included with the purchase, instead of just focusing on initial goals. Additionally, the help links keep redirecting to other pages, and I would appreciate a straightforward onboarding document without needing to follow multiple links.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us organize tickets and automatically assign them based on tags, improving efficiency, time management, and enabling quick escalation.
User-Friendly Interface Makes Tasks a Breeze
What do you like best about the product?
The easy to use interface. I love how quickly I can execute a ticket from start to completion.
What do you dislike about the product?
I am pretty new to this software platform, so far I have not yet ran into anything that I'm not satisfied with.
What problems is the product solving and how is that benefiting you?
ZenDesk takes time off my schedule allowing me to focus my time on other tasks to run my business. It has a very intuitive process walkthrough for managing customer support.
Robust Features, Steep Setup Curve
What do you like best about the product?
I find the Zendesk Support Suite incredible for maintaining an active, easy-to-update knowledge base that allows users to self-serve for their basic, 101-level questions. This significantly cuts down the number of support tickets, which is essential for our operations. Additionally, I appreciate the quick and easy routing capability for support tickets, allowing us to efficiently manage inquiries and direct them to appropriate departments like legal, technical, or product support. The internal linking of knowledge base articles within support tickets provides a seamless experience that expedites ticket responses and keeps our processes organized. The extensive compliance documentation and the mature, reputable history of Zendesk were crucial for gaining internal support and buy-in from our infosec team, showcasing its reliability and security. Despite initial setup challenges due to numerous features, I appreciate the complexity for its flexibility and growth potential this offers. The tools and functionalities that facilitate routing and managing complex tickets ensure our processes are clean and compliant, making it an indispensable tool for our customer support operations.
What do you dislike about the product?
{"I find setting up Zendesk Support Suite quite challenging due to the depth of options available. It can be daunting for small teams or those without previous Zendesk experience, as the platform is built to support potentially large-scale customer service operations and global compliance needs.","The knowledge base software feels outdated compared to modern standards. The editing suite does not match what I would expect from more current platforms like Google Docs, Notion, or Confluence. The process of structuring categories, articles, and topics is unintuitive and not visually dynamic, lacking features like drag-and-drop functionality."}
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us maintain an easy-to-update knowledge base, reducing support tickets by enabling self-service. It also allows efficient ticket routing, enhancing our response speed and organization by linking support tickets with knowledge articles.
Efficient Ticket Management, But Can Get Cluttered with High Volume
What do you like best about the product?
I like that Zendesk Support Suite brings all customer interactions into one place. It’s easy to use, helps manage tickets efficiently, and makes communication faster and more organized.
What do you dislike about the product?
Sometimes Zendesk can feel a bit slow or cluttered when handling many tickets, and setting up automations or views can take time to get just right.
What problems is the product solving and how is that benefiting you?
Zendesk solves the problem of scattered customer communication by centralizing emails, chats, and calls in one platform. It helps me respond faster, stay organized, and deliver a better overall support experience.
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