Zendesk Suite
ZendeskExternal reviews
6,484 reviews
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Quite Ok ok experience
What do you like best about the product?
Zendesk support is quite agile , but response from dev team need to bit quick , need to wait a long to get those response , related to sdk issues , need more follow up for the same but yes it quite interseting to got those answer in a time frame .
Please do provide ETA for any issues
Please do provide ETA for any issues
What do you dislike about the product?
No timeline for the issue resolution , which need to change,
Dev team need to more agile and need faster resolution because this is customer facing sdk
Need more followup for the issues
Dev team need to more agile and need faster resolution because this is customer facing sdk
Need more followup for the issues
What problems is the product solving and how is that benefiting you?
Android 11 issue, where messages are jumping around in UI
Notification services are too need help which i get a support
JWt token issues for a user to logged in
Notification services are too need help which i get a support
JWt token issues for a user to logged in
Zendesk Suite is a very helpful and useful CRM tool.
What do you like best about the product?
All the data reporting and different channels of support that is able to offer.
What do you dislike about the product?
The thing I dislike most about Zendesk is it daily bugs it has. The reporting isnt always accurate and we cant make many changes to interface.
What problems is the product solving and how is that benefiting you?
Zendesk helps with determining the total volume and it benefits our team when forecasting for the future.
received response faster than i expected
What do you like best about the product?
fast response with source of the answer provided
What do you dislike about the product?
nothing actually. maybe we can have a notification as well if the maintenance is cancelled.
What problems is the product solving and how is that benefiting you?
we got notified about the maintenance on dec 04. but were not told that it has been cancelled
My Suite Experience
What do you like best about the product?
What I enjoy the most about Zendesk Support Suite is the helpful information that is readily available and easy to understand and navigate. Many other support suites does not have much information available for research
What do you dislike about the product?
My least favorite thing is not having a direct number to call to speak with someone. I would recommend going back to the phone support option if possible . I would like to see improvement on the phone support side.
What problems is the product solving and how is that benefiting you?
Right now Zendesk Support suite is helping with agent routing based on skillset. We have been much more productive since implementing this routing. Efficiency has increased .
Issue with spam tickets
What do you like best about the product?
Support helped me set up the automation rules to eliminate spam tickets.
Sometimes users are not computers savy to help them; the agent gets access to change the settings.
Sometimes users are not computers savy to help them; the agent gets access to change the settings.
What do you dislike about the product?
Had to wait 1 hour to get to an agent, but got through after a long wait time
What problems is the product solving and how is that benefiting you?
We got rid of spam tickets which was the most important thing for our agents and users
System with many integrations and possibilities
What do you like best about the product?
The platform has a variety of tools and integration possibilities, what I appreciate the most are the various possible integrations, as in our company we use several other software.
What do you dislike about the product?
As a professional in the IT field, I did not find many negative points or defects in the tool, however, our employees in general had great difficulties in using the tool at the beginning. Although the entire interface tries to be as clear as possible, the amount of options and information in it makes it take a while for a common user to become familiar with the tool.
What problems is the product solving and how is that benefiting you?
As our company uses various other software like Asana and Pipedrive, we are able to interconnect and create an efficient workflow, centralizing all the information in Zendesk.
When you get hold of how to use it it is very convienient for CS.
What do you like best about the product?
Definitely automatization options. When we created the workflow with auto followups and auto-tagging it made our work so much easier.
What do you dislike about the product?
At first it was quite a challenge to become familiar with all the terminology.
What problems is the product solving and how is that benefiting you?
We choose to become users of ZenDesk, because the software we used previously was not that precise, and we experienced a lot of delays. For now it seems that ZD is going the job correctly.
Feedback after using 2 years
What do you like best about the product?
Transparency, Multiple channels in one place. Easy to access. I specially like chat feature how this works
What do you dislike about the product?
Zendesk is very vast but sometimes becomes hard to find options under the admin center
What problems is the product solving and how is that benefiting you?
I was helped on support to fix the issue for "View "my groups
Zendesk has great features for email support, but is lacking on basic features for phone support
What do you like best about the product?
Easy for agents to use. Great features for email ticket support.
What do you dislike about the product?
Lack of outbound caller ID for Talk, lack of SLAs for phone calls
Realllly poor help resources for using the Explore product
Realllly poor help resources for using the Explore product
What problems is the product solving and how is that benefiting you?
N/A
Complicate but worth it!
What do you like best about the product?
I really like the fact that using fields and forms we can collect valuable data about our customers! The more data we have, the better impact can our support have and the more we improve our company's product.
What do you dislike about the product?
Well, getting set up to use Zendesk is pretty complicated, especially because in order to change one thing, you need to change many more in the backend.
Also, the most important feature that is definitely necessary is being able to forward conversations and for these forwarded emails to become new tickets or appear somewhere. Connected to this is also the feature to BCC people in conversations, something which is greatly needed.
Also, the most important feature that is definitely necessary is being able to forward conversations and for these forwarded emails to become new tickets or appear somewhere. Connected to this is also the feature to BCC people in conversations, something which is greatly needed.
What problems is the product solving and how is that benefiting you?
Data-related issues, meaning that when other services would only offer limited data in terms of contact drivers and issues our customers have, Zendesk allows us to log cases based on each customer's needs.
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