Zendesk Suite
ZendeskExternal reviews
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User friendly platform but technical service dismal
What do you like best about the product?
The platform is very easy to use and we had quick uptake with it. The smartlists are super easy to work from, the adaptations easy to implement.
What do you dislike about the product?
From the platform itself, there is not much to dislike - we use the old BASE platform, however so we don't know what the Zendesk platform is like. The only challenge on the platform is we can't set our sales goals to financial year, just calendar year so that part is useless to us.
On the service side, expect to only communicate digitally with problems; no one has a phone apparently. And also, expect long wait times - our last issue took 10 days to get a valid response. It is frustrating not to get direct service and be directed to self-help - we don't have the time to go on fishing expeditions.
On the service side, expect to only communicate digitally with problems; no one has a phone apparently. And also, expect long wait times - our last issue took 10 days to get a valid response. It is frustrating not to get direct service and be directed to self-help - we don't have the time to go on fishing expeditions.
What problems is the product solving and how is that benefiting you?
It's great for customer management and both customer and internal communication.
it's very frustrating, each piece feels very disconnected and there are a lot of missing features
What do you like best about the product?
there isn't anything about zendesk that i particularly "like," i feel like everything is mediocre / could be better
What do you dislike about the product?
everything is so disconnected. you advertise an "omnichannel experience" with agent workspace, but that doesn't include SMS and requires outside integrations for everything else anyways.
there are so many essential features that are missing, and when i find feature requests in the forums, they're all from years ago with no recent updates from Zendesk.
there are so many essential features that are missing, and when i find feature requests in the forums, they're all from years ago with no recent updates from Zendesk.
What problems is the product solving and how is that benefiting you?
we use it to communicate with customers and provide customer service, not sure what else i can say about that lol
Fairly user friendly, but for a company in the Support space, their Support Team is incompetent.
What do you like best about the product?
Zendesk Guide is relatively user-friendly. You can make changes to code and content without being an engineer. For this, we are grateful as it means we can have multiple people on customer-facing teams help with writing content. If you're into using one software for all your Support and Content needs, you may like Zendesk—but keep reading to see what you're getting yourself into.
What do you dislike about the product?
Zendesk Support Team will send you articles upon articles that you have already read and then will ask, "Is there anything else I can help you with today?" before ever helping you. I have yet to have a good experience with Zendesk Support. Help articles are wordy and contain way too much information for anyone to digest and act on. Reporting is lackluster at best, for the most common use cases even. Gating content is not a thing unless you use the entire Zendesk suite of products or require your customers to create another login. There is little flexibility when it comes to housing paid content, which isn't ideal. All in all, no one on Zendesk's customer-facing team seems to understand their product fully. Integration wise, it seems like connecting is more manual than it should be.
What problems is the product solving and how is that benefiting you?
We use Zendesk Guide for our Help Center. The benefits are: easy to use (when it comes to your day-to-day tasks), allows for review of articles before publishing, easy to maintain content, and the Zendesk community is helpful.
Years of changes turned Zendesk from one of the best solutions into an expensive nightmare.
What do you like best about the product?
Honestly, considering the changes made during the last five years there is not much left to like.
Many basic features that used to be available on entry-level plans are now hiding behind overpriced plans and the help center isn't really clear in all cases making it a guessing game if something that doesn't work is because of a bug or because it's simply not available to all users.
Many basic features that used to be available on entry-level plans are now hiding behind overpriced plans and the help center isn't really clear in all cases making it a guessing game if something that doesn't work is because of a bug or because it's simply not available to all users.
What do you dislike about the product?
Zendesk changed over the years from a great company with great pricing to a business that offers more and more but hides basic features behind overpriced plans that most businesses on their way up won't afford.
What problems is the product solving and how is that benefiting you?
The only benefit left of Zendesk is their easy user interface to manage email requests and even that suffered from the introduction of their new "workspace" view.
Recommendations to others considering the product:
If you can find something else that covers your needs avoid Zendesk.
Only if they see that their decisions over the last couple of years cause them to lose customers will they be likely to make the necessary adjustments to make Zendesk the #1 choice for all kinds of support solutions in the future.
Only if they see that their decisions over the last couple of years cause them to lose customers will they be likely to make the necessary adjustments to make Zendesk the #1 choice for all kinds of support solutions in the future.
Documentation of products is not good. Lot of confusion between Zendesk Messaging & Livechat option
What do you like best about the product?
Zendesk Live Help is good as they are accessible but even they don't know about zendesk messaging in detail
What do you dislike about the product?
Very hard to use product & no help from Zendesk team in implementation. Have already faced multiple issues on Zendesk website. A big turn off!
What problems is the product solving and how is that benefiting you?
Accessible. Helpful only when you know what you want to do but zendesk call it something else. To find jargons being used basically
Very little support- no feature innovation or bug fixes
What do you like best about the product?
I like that it has a lot of settings we can configure and also that it has text/calling integrated- most zendesk comps tell you to just use a different software.
What do you dislike about the product?
It usually takes their support over a month to answer tickets which is insane. Our latest support ticket was answered 2.5 months after we submitted it.
They don't fix bugs or make new features often. We have a few persistent bugs we have reported that are experience breaking. We reported them over a year ago and nothing has been done nor have we been given any sort of timeline.
You are locked in to annual contracts for seats so if need goes down you'll still have to pay.
They don't fix bugs or make new features often. We have a few persistent bugs we have reported that are experience breaking. We reported them over a year ago and nothing has been done nor have we been given any sort of timeline.
You are locked in to annual contracts for seats so if need goes down you'll still have to pay.
What problems is the product solving and how is that benefiting you?
Support- it has been good to centralize support for a few different areas of the business.
The site seems very hard to navigate
What do you like best about the product?
I like the option to be able to email my customers through a different platform, while somehow navigating their accounts in the system with the account number. its a very basic process, simple to learn easy to use.
What do you dislike about the product?
It has navigational malfunctions, i felt a bit uneasy choosing how to proceed with canceling orders because they are divided into muliple order numbers you have to handle individually instead of grouped better. This made it harder to remove autoships because i had to click on multiple accounts and find the right options. we all shared the same account on multiple computers at the same time under my manager liz.
What problems is the product solving and how is that benefiting you?
I am solving my death and had head injuries from their call center. usually a lot of angry customers threatening to sue or saying we were the worst support ever, seemed like communications weren't getting through on our side or we delivered bad customer support.
Recommendations to others considering the product:
Keep on improving functions and you will succeed with your manipulations.
Zen desk Chat
What do you like best about the product?
What I like about this program is that it helps user better interfere with customer complaints and compliments to help your business grow and understand where you need to improve yourself.
What do you dislike about the product?
What I dislike is that it does not provide a complete interface where you need to more to better understand for the user and the consumers point.
What problems is the product solving and how is that benefiting you?
It has been trails and error and the program what not used much.
Phone Support that doesn't execute
What do you like best about the product?
The software suite is a good idea to reduce costs and improve cross channel customer support functions.
What do you dislike about the product?
Zendesk aims high with this call center software but it misses the mark. It's relatively easy to set up if you're familiar with their current ticketing solution software, but it doesn't quite pack the punch that it hopes to. I've found that the customer experience was not always as positive using this vs. competitors.
What problems is the product solving and how is that benefiting you?
We integrated the Zendesk talk with our Zendesk ticketing support system to try and provider better customer support.
Recommendations to others considering the product:
There are other competitors on the marketplace which provide better overall customer experience. This isn't the worst offering out there but I think others could be better suited for our industry.
Slow interface; Difficult navigation
What do you like best about the product?
Zendesk Chat offers an efficient way to communicate with customers and offers many customization options for user interface.
What do you dislike about the product?
Notifications tend to be distracting and there is extreme difficulty with navigating the history portion of the chats.
What problems is the product solving and how is that benefiting you?
Zendesk Chat provides a way to interact with customers in live time rather than email interaction which can take hours to days to resolve problems for customers.
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