Zendesk Suite
ZendeskExternal reviews
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Service now
What do you like best about the product?
As the name implies it enables the users to setting up th customized forwarding the rules based on varius perspective, including tickets and their priorities including information requested by them.
What do you dislike about the product?
It is quite expensive, it has limited analytics capabilities which can make it difficult to measure the success of customer services and their initiatives another thing is the technical support is poor as heared.
What problems is the product solving and how is that benefiting you?
It build the best customer support experience with zendesk, it is user friendly help desk software, higer customer satisfaction, increase conversation, rates and improvements.
Excellent, Comfortable and Quick
What do you like best about the product?
AI Tools work really well meanwhile it adapts to your specific industry.
Reports and Dashboard got way better as well.
Reports and Dashboard got way better as well.
What do you dislike about the product?
To be more detailed in updates, we need more flexibility on what the updates do, how are they customized, etc.
What problems is the product solving and how is that benefiting you?
Communication with customers, live chat, ticketing system, and reporting the work of our agents and their workflow as well, really useful and performance has been improving.
Experian Address Validation
What do you like best about the product?
Forwarder for Zendesk can be a useful tool for businesses that need to share ticket information with external parties. By automating the forwarding process and providing configurable rules, the app can save time and help you maintain control over your ticket data.
What do you dislike about the product?
the cost of the app may be a consideration for some organizations. While Forwarder for Zendesk offers a free trial, ongoing use of the app requires a subscription. Depending on your organization's budget and the volume of tickets that you need to forward, the cost of the app may be a significant factor in your decision to use it.
What problems is the product solving and how is that benefiting you?
businesses may face the need to maintain control over their ticket data when sharing it with external parties. Forwarder for Zendesk can help to solve this problem by providing configurable rules and settings that allow businesses to specify which information is forwarded and to whom. This can help to ensure that sensitive information is not shared inappropriately or without proper authorization.
Poor product and ironically customer support
What do you like best about the product?
Zendesk is a mature product with well establish app marketplace and integrates with many of everyday third-party products. Agent IU is modern
What do you dislike about the product?
Customer support is abysmal with the product from the Zendesk team, with slow responses and unhelpful answers from their agents. Pricing plans are also not transparent and only seem to go up, with features in the admin panel being removed to stop you from managing your licence. Similarly, pricing for new customers is different to existing customers once you are locked in and key features are often excluded unless you are on the latest new and more expensive plan. Reporting, exporting functions and other key features available on other alternatives are missing or don't work as described. Suggest you read comments from real users on Zendesk's own support portal, to get an idea of the level of frustration.
What problems is the product solving and how is that benefiting you?
Managing customer support tickets, tracking SLAs, host support documentation, chat function and reporting to customers on SLAs.
Below average
What do you like best about the product?
Honestly not much, it was pretty frustrating to use sometimes.
What do you dislike about the product?
Having to close out each individual ticket and not receiving the correct number of calls.
What problems is the product solving and how is that benefiting you?
I'm not sure what problems they are trying to solve! I haven't realized any.
Easy going CRM tool for everyone
What do you like best about the product?
Storing data , can access via rest APIs.
What do you dislike about the product?
Nothing as such but pricing option should be more competitive
What problems is the product solving and how is that benefiting you?
Storing customer and HR data
Zendesk ITSM
What do you like best about the product?
Zendesk is a good software for customer experience for B2B and B2C customer support to raise the tickets from customer end.
What do you dislike about the product?
Zendesk CRM has some drawback and price is little bit expensive
What problems is the product solving and how is that benefiting you?
Zendesk is helping the business with customer support to solve customer queries immediately.
Avoid
What do you like best about the product?
There are multiple plan levels available, and while their pricing structure is overly confusing for no reason, they do have a lot of features available.
What do you dislike about the product?
Zendesk's team is fantastic when you're a prospective customer. Their sales team is on it and attentive. Once you sign a contract, different story. We've been trying to implement new features for over 2 months now, and getting an updated SLA is like pulling teeth. The Account Executive team / CSM team is stretched thin, and I get the impression they only make time for their high paying customers.
Currently we've been waiting over 2 weeks to determine why there is a pricing discrepancy on an updated agreement versus what we've paid and have receipts for. Not sure why that takes so long to confirm internally.
If I could go back 2 months, I'd save myself the time and migrate our entire team to a different platform. In the future, if I have a need, I'm going to avoid Zendesk at all costs.
Currently we've been waiting over 2 weeks to determine why there is a pricing discrepancy on an updated agreement versus what we've paid and have receipts for. Not sure why that takes so long to confirm internally.
If I could go back 2 months, I'd save myself the time and migrate our entire team to a different platform. In the future, if I have a need, I'm going to avoid Zendesk at all costs.
What problems is the product solving and how is that benefiting you?
Zendesk is our customer service messaging solution.
A perfect cloud-based customer service platform
What do you like best about the product?
It has helped me specifically in tickinng works and multi channel support.
What do you dislike about the product?
It can be costly for small business and startups
What problems is the product solving and how is that benefiting you?
By using this I'm able to manage the customer concerns at one place and it also provide all channel support at one place which saves a lot of time.
Limited experience
What do you like best about the product?
This can integrate easily with your applications & APIs which business may want to drive
What do you dislike about the product?
ETAs for any new deployment is very steep
What problems is the product solving and how is that benefiting you?
Integrated APIs for real।time flow which enable users to provide real time information to customers
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