Zendesk Suite
ZendeskExternal reviews
6,513 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Poor customer service for a company that promotes customer service
What do you like best about the product?
Zendesk is fairly easy to use and implement.
What do you dislike about the product?
Very poor customer service after you join. It became clear to us that we were not a large enough company to get support. In less than one year we have had two fairly major issues:
1. We get notifications weekly and sometimes multiple times a day that our POD is down or experiencing service errors. We have tried to get a reply to inquiries about what is happening and still do not even get an acknowledgment that they are aware of the issue. They just ignore our inquiries.
2. In the sign-up process the sales representative gave us inaccurate information. Because we are seasonal we told him we need more agents for several months and then less. He told us we could add and delete agents on a month to month basis. When we did that we found out that each agent will be billed annually instead of monthly. Not a big deal but since we were told something different from the rep we wanted to sort it out. Zendesk support was not interested in even listening to our concerns. Their support motto seems to be "Ignore the issue until the customer wears out and gives up." It worked on us.
1. We get notifications weekly and sometimes multiple times a day that our POD is down or experiencing service errors. We have tried to get a reply to inquiries about what is happening and still do not even get an acknowledgment that they are aware of the issue. They just ignore our inquiries.
2. In the sign-up process the sales representative gave us inaccurate information. Because we are seasonal we told him we need more agents for several months and then less. He told us we could add and delete agents on a month to month basis. When we did that we found out that each agent will be billed annually instead of monthly. Not a big deal but since we were told something different from the rep we wanted to sort it out. Zendesk support was not interested in even listening to our concerns. Their support motto seems to be "Ignore the issue until the customer wears out and gives up." It worked on us.
What problems is the product solving and how is that benefiting you?
Answering customer emails.
Recommendations to others considering the product:
Do not sign up if you expect your concerns to be addressed. Constant outages and POD issues that no one will discuss with you.
Very limited functionality but is ok for the price it has
What do you like best about the product?
Price and the easy of use, is really suitable for short term solutions
What do you dislike about the product?
Security restrictions, it does not meet all requirements for big companies ( GDPR, SOX, ...). The capabilities it offers are quite limited
What problems is the product solving and how is that benefiting you?
We are using it for customer support services. Main benefit we have found in the required time to have something ready.
I hate Zendesk
What do you like best about the product?
The idea is good but design and reliability are something to Ben desired for
What do you dislike about the product?
It hurts in the eyes, it creates too long email chains, attachments often get missing
What problems is the product solving and how is that benefiting you?
You have a good overview of everybody’s workload and can catch up easily should a colleague be on holiday or sick.
Recommendations to others considering the product:
Don’t use it, too messy
Software is cumbersome to the end user
What do you like best about the product?
Being web based for end users makes it easily accessible across multiple devises.
What do you dislike about the product?
The software is limited. the search capability is very weak.
What problems is the product solving and how is that benefiting you?
I use this for help desk entry and updates.
Zendesk is a little congested
What do you like best about the product?
I like to be able to search customer threads by email and names
What do you dislike about the product?
The way it populates results is a little congested
What problems is the product solving and how is that benefiting you?
Customer service questions and requests
Recommendations to others considering the product:
It allows keeps a log of customers voicemails that are embedded as audio files, which I really appreciate.
Not a fan
What do you like best about the product?
I suppose its a basic ticketing system, so it does what it needs to
What do you dislike about the product?
It is unappealing to the eye their deaign needs to be more up to date. It's also just a pain to use, not user friendly at all
What problems is the product solving and how is that benefiting you?
Internal ticketing and customer communication
Recommendations to others considering the product:
Revamp, make it more up to date visually and more user friendly
Mis-sold and customer services refuse to provide the complaints procedure
What do you like best about the product?
The software itself is very good the service desk, however, less so.
What do you dislike about the product?
When you take a trial you choose which trial of which plan. What actually happens is you are shown the features of professional and the only way you would know is if you looked at the asterisk on professional. Why would you do this if you are trialling Team!?
When this was required it was agreed it was a mistake. As we have been mis-sold we asked for the extra feature included in our demo of team to be provided as a gesture of goodwill. No extra cost to Zendesk as they are a software company and this extra little feature as no extra overhead. We were told this was not possible and when asked to raise a complaint we were refused. When asked about the complaints policy, we were refused. Twice promised a call back from a manager, no contact. Contacted a staff on Linkedin who referred me back to the ticket owner and we're back into a loop.
When this was required it was agreed it was a mistake. As we have been mis-sold we asked for the extra feature included in our demo of team to be provided as a gesture of goodwill. No extra cost to Zendesk as they are a software company and this extra little feature as no extra overhead. We were told this was not possible and when asked to raise a complaint we were refused. When asked about the complaints policy, we were refused. Twice promised a call back from a manager, no contact. Contacted a staff on Linkedin who referred me back to the ticket owner and we're back into a loop.
What problems is the product solving and how is that benefiting you?
We have seen that we are efficient with a team working on Zendesk. The categorisation is useful also.
However, please be careful. C/S survey results are only available on professional (not team).
However, please be careful. C/S survey results are only available on professional (not team).
Effective but limited
What do you like best about the product?
The ability to make groups and triggers, as well as the overall cleanliness of the platform.
What do you dislike about the product?
There is very little in terms of being able to set nuanced permissions or manage tickets if you aren't on Enterprise level. You can also accidentally reply to customers in an email chain, which can be very Not Good.
What problems is the product solving and how is that benefiting you?
Technical support, transparency throughout a department, easy repository for continuous problems.
Recommendations to others considering the product:
Review plans carefully and make sure yours has what you need. Be careful with closed tickets because you can't do much of anything with them.
Doesn't quite do things right the first time
What do you like best about the product?
The statuses you can set on each ticket that make it clear on the onus of the action items.
What do you dislike about the product?
Automatic replies. MAQL, using a watered down SQL is very limiting to those of us who need to make custom metrics or who find that the defaults of the system aren't calculated logically.
What problems is the product solving and how is that benefiting you?
We're solving the issue of transparency within Operations. It's great at organizing tickets.
Recommendations to others considering the product:
Rather buggy most days. First reply time isn't calculated logically.
Robust, but not fully utilized by a smaller company
What do you like best about the product?
The Zendesk Help Center was the most useful thing for us. I liked that we could customize the look and feel of it and put all of our frequently asked questions in a searchable format.
What do you dislike about the product?
Zendesk does a lot of things, but our smaller company had a hard time finding/using everything. We disliked that so many emails go out to our customers (we got your ticket, here's the answer to your ticket, your ticket is now closed, etc). There's probably a way to turn this off, but I couldn't find it in all the settings.
What problems is the product solving and how is that benefiting you?
We were sharing an inbox for our support team and this software allowed us to avoid people replying to the same question at the same time. It also gave us the self-service help center, which was great, but we are in the process of phasing this out and using another software that we found easier to figure out/implement.
Recommendations to others considering the product:
Give it some time to implement because there is a lot to setup and learn.
showing 41 - 50