Zendesk Suite
ZendeskExternal reviews
6,659 reviews
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Good and effective but could use a few more features.
What do you like best about the product?
It's easy to use. I like the functionality of the system and it's easy on the eyes.
What do you dislike about the product?
I would like more options than on hold, pending, or open. There are multiple different situations where it would like to use a different status.
What problems is the product solving and how is that benefiting you?
We use it as an IT ticketing system. It makes it easy to follow the issue and communicate with our users.
It is a highly customizable platform for client support
What do you like best about the product?
The platform is highly customizable and has put in a lot of effort to improve the platform since we adopted it for client support in 2017. Custom fields, multi language support, custom triggers and automation make it easy to use.
What do you dislike about the product?
The only thing I can think of is, I wish the field creation system was more of a WYSIWYG experience.
What problems is the product solving and how is that benefiting you?
Zendesk support allows us to reach out directly to any clients experiencing difficulty or who have any questions.
ZenDesk Makes HR Requests Manageable
What do you like best about the product?
ZenDesk allows me to prepare for repeat questions. In my line of work I am asked the same things continually. Being able to use the macro feature to perfectly prepare responses makes work far easier and efficient.
What do you dislike about the product?
I often encounter delays in receiving messages when ZenDesk is encountering issues.
What problems is the product solving and how is that benefiting you?
It allows us to respond to questions far faster than using email.
Zendesk offers a clean support suite without sacrificing functionality.
What do you like best about the product?
The UI is clear and aesthetically pleasing, the functionality is comprehensive and works together seamlessly.
What do you dislike about the product?
There are only a few gaps in native functionality, and these can usually be bridged with either third party apps/integrations or api use.
What problems is the product solving and how is that benefiting you?
- Efficient ticket routing and views.
- Automated workflows.
- Reporting.
- Automated workflows.
- Reporting.
Organized and Customizable
What do you like best about the product?
The latest evolution of Zendesk’s AI Agents is a total game-changer, primarily because the bot has moved away from rigid, "if-this-then-that" scripts to a more fluid, Generative AI model. What I find most impressive is how deeply customizable the personality is; you can now toggle between professional or casual tones or even provide a custom persona description to ensure the bot sounds exactly like your brand.
What do you dislike about the product?
While the new features are great, the subscription experience for long-term users is frustrating. I’m currently on a grandfathered plan, and Zendesk makes it increasingly difficult to manage. They’ve essentially built a "paywall" around their latest innovations; many of the new AI add-ons aren't compatible with legacy tiers, which feels like a tactic to force an upgrade to their much more expensive Suite packages. It’s disappointing that staying loyal to the platform means being locked out of modern tools unless you're willing to accept a significant price hike and a total plan migration.
What problems is the product solving and how is that benefiting you?
the suite helps us communicate with our customers quickly and effectively as well as providing us with analytics of what our agents are up to. It helps with training our staff and implenting company policies.
Easy to use, intuitive
What do you like best about the product?
It took a little while to get use to the navigation and learning where tools are. Once I learned, using Zendesk is quite easy and it's easy to train folks on. This is my first time using this type of platform. On the ticketing side, I think it's less complicated than ServiceNow but it's still a little tricky configuring and getting it started. But once it's all said and done, it's quite a nifty tool.
What do you dislike about the product?
The explore tool has given me a lot of headache. I think there's too much customization. Some folks like that, but for me and my team, it's slowed down our reporting processing and it add development time. I wish explore was a little more streamlined. Also, the amount of customization when it comes to theme and layout isn't as easy as it looks. ZD only supports one theme really and doesn't give much support or easy designing to change up the look. You need a coder to turn the platform into something unique and different.
What problems is the product solving and how is that benefiting you?
We had a problem with our old chatbot and gathering analytics. We did not have a public help desk with articles to answer faqs. Zendesk allows us to do all of this within one platform which is great.
Do yourself a favor!
What do you like best about the product?
Our company has utilized ZENDESK Support Suite for well over 5 years now and we wouldn’t be where we are without it. The ease of use, the ability to stay in contact with our customers whether by email, chat, phone, etc has become intricate to our business and how we operate. Cannot recommend this enough!
What do you dislike about the product?
Support for the back-end is sometimes difficult to reach. They will answer but it was not immediate for our needs. Has not always been an issue but has happened.
What problems is the product solving and how is that benefiting you?
Making it easier to stay in contact with the customer is helping us stay more involved and better equipped to handle any problems that arise. Our volume fluctuates and having the ease of being able to be present with the customer as much as possible helps us continue to grow.
Good integration between customer tickets and Guides
What do you like best about the product?
The Suite provides easy Integration between the Customer Support system and Guides ( documentation portal). Customers can looks for any useful articles before they raise a support ticket.
What do you dislike about the product?
There should have been a staging environment to publish the guides for internal reviews before we could push it to the production environment.
What problems is the product solving and how is that benefiting you?
Organizing and prioritisation of customer tickets. Maintenance and monitoring of tickets are quite easy.
The engineering team could easily fix the issues and communicate the resolution to the customers on a real-time basis.
The engineering team could easily fix the issues and communicate the resolution to the customers on a real-time basis.
Nee
What do you like best about the product?
Ease of accessibility and adoption makes it easy to train new users and update as needed to obtain more information.
What do you dislike about the product?
Basic Reporting features are not flexible for executive management information.
What problems is the product solving and how is that benefiting you?
Allows internal tracking of issues. Makes team accountable for resolution of customer satisfaction.
Its okay
What do you like best about the product?
It's a well known passion system. Please join me in
What do you dislike about the product?
At times I have found the support to be challenging. My questions are not acknowledged or addressed thus far.
What problems is the product solving and how is that benefiting you?
Responding to customer support inquiries
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