Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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Easy and useful
What do you like best about the product?
Easy setup and layout. All functions are comfortable to use.
What do you dislike about the product?
Nothing to add here, we have not used It very long.
What problems is the product solving and how is that benefiting you?
We collect all customer problems now into one place and hope to get good overview on where we can develope our product
Balanced helpdesk platform with full of integration opportunities
What do you like best about the product?
Integration opportunities with JIRA, Exalate, webhooks, API and IAM roles/restrictions.
What do you dislike about the product?
There are some non-native features/limitations like JIRA-Zendesk integration (sync). There is an available add-on/plug-in but it is handled by a third party.
What problems is the product solving and how is that benefiting you?
Central communication between internal and external stakeholders and content management. Due to Zendesk, it's easier to curate content and respond to customers from all fronts.
Must have for startups
What do you like best about the product?
Zendesk was the only tool of it's kind that offered a generous six month trial to all of their products through their Startups program. I found Zendesk was an extensive and fully customisable customer support software, who offer a lot of support, training and offers to other useful programs - perfect for new businesses in the early stages of developing their customer service ability. I integrated Facebook, Instagram and Whatsapp with Zendesk and was able to offer an omni-channel support system with custom workflows, customer self-serve options and paths.
What do you dislike about the product?
The software can be difficult to navigate and customise, so it can take a while to familiarise yourself once up and running. The live chat widget has bot functionality, and it'd be amazing if there were preset template workflows to get started, as it takes a while to set your own up from scratch.
What problems is the product solving and how is that benefiting you?
I needed to be able to provide a support function to customers through a web chat, social media, emails & ticketing system which I was able to funnel seamlessly into one central hub.
Works well and has a lot of configurable features. There are a lot to discover in the product.
What do you like best about the product?
To quickly get an overview of tickets and to quickly delegate.
What do you dislike about the product?
It is easy to get lost for some things in the admin management part.
What problems is the product solving and how is that benefiting you?
Having a knowledgebase and to easly create new articles.
Zendesk is built with the agent experience in mind
What do you like best about the product?
I like that the features and UI are intuitive and easy for our agents. Training them on how to respond to and update tickets is simple.
What do you dislike about the product?
The reporting capabilities are lacking. It is difficult to report on Guide metrics for seemingly simple/common reporting questions we would like answered. Many features that we would expect to be out-of-the-box end up requiring an add-on. Their support team is often not very responsive.
What problems is the product solving and how is that benefiting you?
Zendesk serves as our ticketing platform and our Knowledge Base platform through the use of Guide. It has been easy to grow with the features that have been provided though we have had to upgrade our plan to access certain features.
Great platform for both users and administrators - grows with your amibtions!
What do you like best about the product?
I have experienced Zendesk as an end user when receiving support from various companies, as an admin who rolled out Zendesk in a small start-up and as a contributing user within my current role (adjacent to Support).
Zendesk is very modular, you can get started easily (and with only a modest investment) and someone like myself can get his head around pulling together a working configuration within a few weeks. You can quickly start using Zendesk to manage, escalate and resolve customer queries, build and organise a growing internal and end user facing knowledgebase and then start to investigate further plug-ins and optional add-ons to improve productivity or adapt the configuration to a growing staff/customer pool.
Zendesk is very modular, you can get started easily (and with only a modest investment) and someone like myself can get his head around pulling together a working configuration within a few weeks. You can quickly start using Zendesk to manage, escalate and resolve customer queries, build and organise a growing internal and end user facing knowledgebase and then start to investigate further plug-ins and optional add-ons to improve productivity or adapt the configuration to a growing staff/customer pool.
What do you dislike about the product?
It is not always obvious why a certain feature doesn't work - as a light agent you for installation ance cannot tag other colleagues in internal comments under tickets and it is not obvious to find that out. Zendesks' own support is at hand though to answer this type of question and they are quick, friendly and professional when doing so.
What problems is the product solving and how is that benefiting you?
Zendesk is deeply embedded in all our client-facing processes and end points, and we use it to work through regulated processes, answer queries and resolve problems from our end users. We serve hundreds of businesses and need a reliable platform to communicate with them as well as manage between hundreds and thousands of tickets a month across a large category of possible interactions - it's far more than just support and Zendesk has been able to keep up with our requirements so far.
Zendesk support is often hard to get supported
What do you like best about the product?
Overall it integrates with other apps and the out of the box tools are usually very helpful
What do you dislike about the product?
Some very basic functionality that is being asked for by the community is often ignored and some workarounds suggested by ZD are inferior to the community answers that we have to dig for. Additionally, though the new workspaces are excellent it has now broken a key feature to seeing customer behavior on our site and we have to choose between the new feature or going backwards for the one feature
What problems is the product solving and how is that benefiting you?
It does allow for multi-channel communication with our customers and helps us resolve tickets and issues
Zendesk support is kinda slow sometimes, but helpful
What do you like best about the product?
I like that Zendesk always helps me and my team solving our doubts and questions with good explanation of everything. The platform is quite complete and their support team is good.
What do you dislike about the product?
Sometimes, it takes too long to find the issue and to solve the problem, which ends up causing some problems on our end. But I suppose it takes too long because the platform is very complete and has a lot of features.
What problems is the product solving and how is that benefiting you?
It benefits me because I'm a Zendesk user and whenever I have a problem regarding tickets, the platform itself or other apps that are connected to our Zendesk account, the Support team always helps us out.
Wild Earth Review
What do you like best about the product?
Zen Desk, offers a great range of services for all our business's needs. With phone, chats, email & API integrations we can't ask for much more. Perhaps a little on the pricey side but worth it for the size of our business. We would just ask for more reporting options as a long-standing member. All in all a positive rating from us.That we can comment & leave the information on our phone calls.
What do you dislike about the product?
The reporting function. For the price, we pay it should offer more features available & customizable.
What problems is the product solving and how is that benefiting you?
Glitches in Talk, as it sometimes cuts out. Not leaving our customers hanging or cut off our calls.
Excellent customer support with the best scalable software
What do you like best about the product?
During the integration, there are more than one suitable method you can use for almost anything. In any of the other tools, you would HAVE TO integrate in the way that the tools want it to be.
During the connections with other tools, it is always intuitive and you know that you will be able to do anything in any way you want.
During the connections with other tools, it is always intuitive and you know that you will be able to do anything in any way you want.
What do you dislike about the product?
I'd want the tickets to be replied through a slack integration too.
Apart from this, I'd want a react-native SDK to be used with the application. Right now, you need to fork out some unofficial ones.
Apart from this, I'd want a react-native SDK to be used with the application. Right now, you need to fork out some unofficial ones.
What problems is the product solving and how is that benefiting you?
We are an up-and-coming startup that is looking forward to getting some customer feedback and solving their issues, for these purposes it will be serving excellently for us.
On the plus side, they are also offering a startup solution almost unconditionally which is one of the best things happening for a small company.
On the plus side, they are also offering a startup solution almost unconditionally which is one of the best things happening for a small company.
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