Zendesk Suite
ZendeskExternal reviews
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Easy-to-configure Solution with frequent product upgrades, that needs improvement in reporting
What do you like best about the product?
They frequently add new features based on changing needs of the marketplace and customer feedback. It's easy to configure things for your account and manage users, and I also find the Help Desk articles very helpful.
What do you dislike about the product?
I really dislike the Explore reporting platform; Insights was much more robust and user-friendly. Creating your own dashboard is PAINFUL (slow, clunky, glitchy) and feels outdated.
I also dislike the email formatting (the way the To and CC's) are handled. It's clunky formatting for end users; much better for agents that are in the app, but we have end users that complain about the email layout since it's not intuitive.
I also dislike the email formatting (the way the To and CC's) are handled. It's clunky formatting for end users; much better for agents that are in the app, but we have end users that complain about the email layout since it's not intuitive.
What problems is the product solving and how is that benefiting you?
Allows all customer service agents to have visibility of all current and historical cases (email inquiries) per user so they can share updates on inquiries with a customer even if they are not the one managing the inquiry. Tracks resolution time, and allows for CS agents to focus on the cases that they should be working on by setting custom views.
Great Product
What do you like best about the product?
I really like how clean and simple Zendesk is for agents. There isn't a lot of unnecessary buttons that clutters the screen.
Other Pluses: Easy to build and maintain knowledge articles. Easy for agents to find knowledge articles. Macros are easy to build and for agents to use in order to make their jobs easier. Easy to manage user licenses. Easy to see basic reporting.
Other Pluses: Easy to build and maintain knowledge articles. Easy for agents to find knowledge articles. Macros are easy to build and for agents to use in order to make their jobs easier. Easy to manage user licenses. Easy to see basic reporting.
What do you dislike about the product?
I am dissapointed that so many features are locked behind higher tiered plans. Features like SLAs, CSAT surveys, Side Conversations, Custom Reporting etc. should be universal features.
The Zendesk knowledge base for self service is interesting. Some of it is helpful, but some of the things I want to do in Zendesk are difficult to figure out and Zendesk is more than happy to help... if you pay.
The Zendesk knowledge base for self service is interesting. Some of it is helpful, but some of the things I want to do in Zendesk are difficult to figure out and Zendesk is more than happy to help... if you pay.
What problems is the product solving and how is that benefiting you?
Its great to have as a CRM tool because everyone can easily see all the tickets and see other tickets from the same customer. Its nice to have the Knowledge base connected to the CRM in a really clean and simple way. Its very easy to see and understand what is happeneing with a smaller team and program.
Makes it easy to setup and create a service desk and knowledge base for our customers
What do you like best about the product?
Onboarding customers into the support service desk is seamless and easy. The knowledge base tools are easy to use and customize. This is for you if you are looking for a support ticketing system.
What do you dislike about the product?
The live chat messaging is rough around the edges and does not offer many features like the competitors in the support software space.
Creating holiday auto-responding is challenging.
Creating holiday auto-responding is challenging.
What problems is the product solving and how is that benefiting you?
It helps us triage support requests from our customers. It also allows our customers to track their support requests' status from submission to completion. We also needed a knowledge base that only our enterprise customers could access.
Easy to communicate with customers
What do you like best about the product?
Zendesk makes it easy top communicate with customers. We can include all needed support including; videos and photos to move the process of helping our customers along.
What do you dislike about the product?
When we upgraded to Zendesk Agent workspace, some of our functionality working with customers via live chat are not as user friendly as before. We are working through the change.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us to support and educate our customers and makes it easy to go back and forth quickly. We are able to manage the flow of incoming requests to make our customers happy.
Still getting used to it
What do you like best about the product?
It's pretty comprehensive - there are a lot of features to take advantage of.
What do you dislike about the product?
Technical setup isn't intuitive - still having troiuble configuring domain.
What problems is the product solving and how is that benefiting you?
Customers need a way to submit issues/requests for support.
Customers need to be able to self-serve with FAQs.
Customers need to be able to self-serve with FAQs.
A streamlined, easy to use interface
What do you like best about the product?
Ease of access, all in one solution, integration with existing platforms, opportunity for multiple accounts with their own settings and support possibilities, clean interface.
What do you dislike about the product?
Changes to layout and structure of support tickets without opportunity to use the old format, some less than perfect features, reporting is a bit in the weeds and could be better explained.
What problems is the product solving and how is that benefiting you?
It makes it far easier for our full team to engage with customers/clients, and users, and allows us easy access to historical data.
Good CRM for Customer Support, But Has a Couple of Downfalls
What do you like best about the product?
Zendesk is a good platform for customer support if you're in an environment where you don't need too many social integrations. The platform is straightforward and doesn't have too much of a learning curve where it makes it difficult to jump in after a few hours of training.
What do you dislike about the product?
Zendesk is a direct ticket focused environment. Some of our social integrations don't link well to the environment, meaning sometimes work is duplicated though issues have been solved. This may include messages from Twitter or Meta Platforms not being pulled in, messages sent in native (IG or Facebook) platforms don't reflect in real time (leading agents who work directly in Zendesk because they don't have access to the native platforms) causing duplicate messages from different platforms, and ticket creation not occurring because all messages don't get pulled from these accounts.
What problems is the product solving and how is that benefiting you?
Zendesk fills the need for platforms in which we can communicate directly and conveniently with our user base. This includes sending in messages for tickets via our app integrations, priority user queues, trend recognition, personalized support, and much more.
Powerful platform requiring careful setup
What do you like best about the product?
Works very well out of the box, scales quite nicely.
The UI is easy for the eye.
The UX take a bit to get used to (especially the way the ticket progresses once a comment is made).
The UI is easy for the eye.
The UX take a bit to get used to (especially the way the ticket progresses once a comment is made).
What do you dislike about the product?
Hard to make a self service portal where users can go through a prederminted tree of issue types.
Costs are rather significant and do not work well for internal usage at a small firm.
Costs are rather significant and do not work well for internal usage at a small firm.
What problems is the product solving and how is that benefiting you?
We needed to bring up a support e-mail and do so professionally in a short period of time. This has worked out beautifully.
The users got a good feeling for our support approach right away.
The users got a good feeling for our support approach right away.
Zendesk is great for providing good customer service
What do you like best about the product?
It is very user friendly and easy to get used to. Simple and efficient, and it helps get the job at hand done.
What do you dislike about the product?
Call quality can be inconsistent and unstable.
What problems is the product solving and how is that benefiting you?
It allows us to answer customer emails and all chats and calls, and provides us with tickets that we can solve once the task has been completed.
Engage with your customers in one platform whenever wherever!
What do you like best about the product?
Basic channel integration is there, new products and sub-functions in the pipeline.
What do you dislike about the product?
Broad topics on configurations; sometimes would require tech and coding to achieve end results.
What problems is the product solving and how is that benefiting you?
Channels in silo - achieving a multi-unified stream for all integrations.
Ease of operation for agents when interacting with users.
Ease of operation for agents when interacting with users.
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