We are a service provider and provide our customers with services.
Zendesk Suite
ZendeskExternal reviews
6,653 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Zendesk suite support reciew
What do you like best about the product?
I like the additional features that are in the Zendesk Support Suite.
What do you dislike about the product?
As new features come sometimes they take away features that were useful to us
What problems is the product solving and how is that benefiting you?
Good customer service platform with omnichannel routing
A Great Support Product
What do you like best about the product?
This is s great product. What I like the most are the dashboards. They do tell us a lot and make reporting a lot easier. The AI powered answers are good too and combined with automatic ticket creation saves us a lot of time.
What do you dislike about the product?
I cannot think of anything to dislike. Maybe there are too many options and plans, but this may be a good thing since you should only pay for what you use.
What problems is the product solving and how is that benefiting you?
It is saving us a lot of time. The automation gives us more time to fo more important tasks. The dashboards make us more productive.
Streamlining our support into one place
What do you like best about the product?
I like the capability to customize how things route, how they're tagged, fields, etc. We use it for a lot of different clientele types so it's very helpful
What do you dislike about the product?
There are some limitations to how we can provide our support form to guests or clients
What problems is the product solving and how is that benefiting you?
We receive support requests from a lot of different client types so it helps us keep them all in one place and organized. It also allows us to have visibility into conversations.
Zendesk for Customer service interactions & requests
What do you like best about the product?
A great option to keep our Customer sample requests organized. Tools are great and we hace a number of ootions to personalize certain apsects of our Customer interactions
What do you dislike about the product?
The Only thing I find a bit difficil in the control options It has a lot if options andnote very user frendly for a normal person (not a techo person) also you can Only Select 100 tickets at a Time would like to Select more
What problems is the product solving and how is that benefiting you?
Would like to Select over 100 tickets at a Time. Somethimes for some reason the same ticket interactions creates diferente tickets when It should Only keep the onw ticket #
Excellent Product, Requires Extra Care
What do you like best about the product?
It's easy to learn for agents to support and respond to users.
What do you dislike about the product?
Improve interconnectivity with other applications and make it easier to integrate management systems with Zendesk. Less focus on AI/chatbots because they're not trustworthy enough to handle everyday interactions with users.
What problems is the product solving and how is that benefiting you?
We're using ZD as an option for support for entire organization and several departments. Nice for all to be in one place.
The whole package
What do you like best about the product?
I like that phones, chat, and email can all be answers in one place! I also appreciate the reporting and custom reports that we can create!
What do you dislike about the product?
I think the interface could use an update. It's kind of outdated.
What problems is the product solving and how is that benefiting you?
Zen desk support is allowing educators and district admin to reach out to us with their varrying issues.
Overall good experience but missing that intuitive usage
What do you like best about the product?
Regroup all of the customers request in one place.
What do you dislike about the product?
It's frustrating creating the chatbot. Very difficult too understand
What problems is the product solving and how is that benefiting you?
Responding to clients
Organized, Fast & Super Helpful
What do you like best about the product?
I like the new AI features like automated replies, ticket summaries, and smart routing—they make support faster, more efficient, and reduce manual effort.
What do you dislike about the product?
Zendesk could improve in terms of pricing and ease of use, as it can feel expensive and a bit complex for new users. Also, better customization in lower plans and a faster, smoother mobile app experience would make it even better.
What problems is the product solving and how is that benefiting you?
Improved customer experience
Zendesk truly is Zen
What do you like best about the product?
Zendesk has a very simple layout, one that is easy to pick up on and learn when first starting. The emojis & font used are quite clear. Zendesk also integrates programs like Playvox & 10to8 well.
What do you dislike about the product?
I wish Zendesk has a stronger ability to narrow searches when seeking specific tickets or customers. Occasionally I struggle to narrow down my search to help me access exactly what I'm looking for. I also wish I could preview more of a ticket than what currently shows.
What problems is the product solving and how is that benefiting you?
Zendesk allows me to speak directly with customers via Email, Chat & Call. Zendesk helps me organize each ticket by narrowing down the fields on the left-hand side, aiding in simple ticket searches. Zendesk also integrates with Playvox for easy reference to my daily schedule.
Useful collaboration and report, but priced high
What is our primary use case?
What is most valuable?
The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal.
What needs improvement?
The price of the solution should be reduced.
For how long have I used the solution?
I have been using Zendesk Support for approximately two years.
What do I think about the scalability of the solution?
We have approximately 150 customers using this solution.
I rate the scalability of Zendesk Support a ten out of ten.
How are customer service and support?
We have our own experts that we use for support. Additionally, the solution is easy to use and it does not need a lot of support.
Which solution did I use previously and why did I switch?
I was previously using ManageEngine. We switched to Zendesk Support because of the data from the Gartner website. We trust their information.
How was the initial setup?
The initial setup of Zendesk Support a ten out of ten.
What's my experience with pricing, setup cost, and licensing?
There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high.
I rate the price of Zendesk Support a one out of ten.
What other advice do I have?
I recommend this solution to a service provider.
I rate Zendesk Support a nine out of ten.
showing 511 - 520