Zendesk Suite
ZendeskExternal reviews
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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.
My Zendesk Review
What do you like best about the product?
Zendesk is an easy to use and sophisticated software suite that meets the needs of my company. I enjoy the opportunity to collaborate on each ticket with the end-user and other IT staff. It makes working together easy and fun.
What do you dislike about the product?
There are little to few downsides to using Zendesk. However, if I had to pick something it would be the inability to manage your ticket tabs collectively. When dealing with multiple tickets I have to clear the tabs one by one.
What problems is the product solving and how is that benefiting you?
Zendesk support suite is always updating the ability to personalize your environment by adding more features and apps to the market place. This helps me create a modern solution for both end users and other IT members
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.
Amazing Self and Customer Support
What do you like best about the product?
Zendesk has the most robust support system, I find the self-service knowledge center very helpful. I also love the speed of responsiveness the support agents have.
What do you dislike about the product?
The new update where all live chats and messaging tickets submit on the same section of the CRM. If it's as it was, It enables agents to navigate chats better.
What problems is the product solving and how is that benefiting you?
Managing customer relationships and ensuring a 360-degree view of all interactions.
Excellent tool for a complete customer experience
What do you like best about the product?
I like the versatility of Zendesk tools, as it allows me to adjust any customer service experience to meet our customers where they are.
What do you dislike about the product?
I am missing a better looking CSAT survey built in, with more features as this feels like the one thing missing right now.
What problems is the product solving and how is that benefiting you?
It's a complete support solution that solves customer service presence wherever we need to be.
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 still love the platform and their support.
What do you dislike about the product?
I think that Zendesk offers way too many features that sometimes are all mixed in and are too hard to understand.
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.
Zendesk Experience
What do you like best about the product?
The integrations & the overall accessibility
What do you dislike about the product?
Too many 3rd party apps to provide functionality instead of being built in Zendesk
What problems is the product solving and how is that benefiting you?
Helping me support user´s requests
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.
Zendesk opinion and feedback sharing
What do you like best about the product?
Zendesk Chat allowed us to communicate directly with the customers to provide quick resolutions.
What do you dislike about the product?
Limitations of the features like the Chat flow builder which does not allow users to return to previous options and the selection is limited to 6 categories.
What problems is the product solving and how is that benefiting you?
I could integrate Zendesk tickets with other platform such as web form which brings convenience to my team to better manage and monitor the ticket status.
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