Zendesk Suite
ZendeskExternal reviews
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Great for streamlining operations
What do you like best about the product?
Great with streamlining our business communications and agent productivity and reporting.
What do you dislike about the product?
Generating reports still needs tobe more user friendly
What problems is the product solving and how is that benefiting you?
Communication with all users
Zendesk helps efficient
What do you like best about the product?
I like that it puts all of the customers interactions into the one place and offers apps within Zendesk to assist with work flow
What do you dislike about the product?
I dislike that internal notes within a ticket cannot be edited
What problems is the product solving and how is that benefiting you?
Zendesk allows the team to use apps which have been very beneficial for productivity and work flow
Powerful Tools
What do you like best about the product?
The greatest strength is the ability to customise, behaviours, automations, views, knowledge centres.
What do you dislike about the product?
Suspended ticket tools, limits on the number of ticket views.
Being able to silo brand settings without having an entire stand alone instance.
Being able to silo brand settings without having an entire stand alone instance.
What problems is the product solving and how is that benefiting you?
Knowledge centres, internal and external.
Providing knowledge and tools for internal staff and our clients to self serve or contact us for assistance.
Providing knowledge and tools for internal staff and our clients to self serve or contact us for assistance.
Seamless customer interaction
What do you like best about the product?
The seamless intergration between email, web forms, social media and the ability to have multiple brands under the one platform. Easy to use interface and the training modules are helpful.
What do you dislike about the product?
Sometimes tickets can be suspended incorrectly by the spam filter but it is often rectified quickly, just need to monitor what has been suspended and what hasn't.
What problems is the product solving and how is that benefiting you?
Zendesk has connected our multiple brands under the one platform which makes it easy to contact customers on multiple platforms and different channels which can be split.
12 months in, going great
What do you like best about the product?
We have been using Zendesk for almost 12 months, the features are great. Really appreciate anytime we have questions the support team is there to help quickly through their chat feature.
What do you dislike about the product?
I find creating reports can be difficult as there are many features and no tutorial. It could also bebfit zendesk to create tutorials on how to use some admin features such as forms, triggers and automations.
What problems is the product solving and how is that benefiting you?
We originally opted to use Zendesk as they have a Live Chat and ticketing system within the same platform. We are still waiting however for Apple Business Chat to be available.
AI Driven Support
What do you like best about the product?
The conversational support featured that I saw in a recent demo is amazing. The support user is able to intercept a chatbot started conversation and then personally guide the user.
What do you dislike about the product?
No really much. Would love to understand more about SLA
What problems is the product solving and how is that benefiting you?
Automate business processes and offload support personnel for complex issues. Avoid spending resources on standard support issues
Easy to use and helpful way to organize customer support
What do you like best about the product?
The most helpful thing is the ability to create custome views and track all the data that comes in. The access to reports and tagged info is very valuable for internal reporting.
What do you dislike about the product?
There are occasional outages and limited functions (like the ability to forward emails). It can also be complex to understand and administer.
What problems is the product solving and how is that benefiting you?
It allows us to respond to tickets as a team and share an inbox
Zendesk is the standard for SaaS but is not without faults
What do you like best about the product?
It's fairly straightforward and easy to set up.
Easy to put agents and different team members in separate groups. It's decent for simple reporting. Integrations are somewhat to track multiple support channels in one place. They're helpful but could be more robust.
Easy to put agents and different team members in separate groups. It's decent for simple reporting. Integrations are somewhat to track multiple support channels in one place. They're helpful but could be more robust.
What do you dislike about the product?
For a company that's focused on support, their own customer support is terrible. It takes days to get a canned answer where it's clear that the agent didn't actually read your question or take the time to understand what your problem is. They always just send back an article which, 9 times out of 10, you've already found for yourself and is unhelpful. If anything goes wrong or you have any specific questions, it takes weeks to get an answer/resolution.
What problems is the product solving and how is that benefiting you?
This has made internal ticketing much easier.
Allows us to streamline tickets across different channels, allowing us to quantify and ensure all are taken care of.
Allows us to streamline tickets across different channels, allowing us to quantify and ensure all are taken care of.
Customer Experience at Next level
What do you like best about the product?
It helps in improving the efficiency and provides a unified work space increasing the customer satisfaction.Indirectly influences the business with streamlined operations
What do you dislike about the product?
I feel it has all new features including artificial intelligence which further increases both the customer and employee experience takes it a notch level further up
What problems is the product solving and how is that benefiting you?
It helped in controlling the incident volumes At the same time we were able to understand the problem statement which caused this abd we worked out solutions to resolve the issues.Resolution on customer cimolaints
A detractor in the making
What do you like best about the product?
Same old, known and loved UX. Thanks Tom
What do you dislike about the product?
Ux is stuck in 2015 best practice, a company that makes the few latest changes added clicks instead of removing them. The transition from agent view to admin is stuck and requires jumping from one place to the other. Business controls and tools not improved. And most of all? Thekr support took huge loss with the move to chat only, weird flow.
More? Pricing stopped making sense, light agents removed from enterprise plan is a big hit, and more
More? Pricing stopped making sense, light agents removed from enterprise plan is a big hit, and more
What problems is the product solving and how is that benefiting you?
One place for all customers to reach out to us
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