Zendesk Suite
ZendeskReviews from AWS customer
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Zendesk Suite is a very helpful and useful CRM tool.
What do you like best about the product?
All the data reporting and different channels of support that is able to offer.
What do you dislike about the product?
The thing I dislike most about Zendesk is it daily bugs it has. The reporting isnt always accurate and we cant make many changes to interface.
What problems is the product solving and how is that benefiting you?
Zendesk helps with determining the total volume and it benefits our team when forecasting for the future.
Quick Support and Kind People
What do you like best about the product?
It's a streamlined approach to managing people, customers, and their request. Keeping track of which people are on which task and delegating to the correct partners is something that is essential to keep a business efficient, and Zendesk does just that.
What do you dislike about the product?
It could be more helpful to have more easily available custom support functions and administrative roles, although overall, there is a wide range of possibilities and macros/triggers are simple enough. If something is confusing, help is just a click away.
What problems is the product solving and how is that benefiting you?
Zendesk is solving issues related to organization of our customers and their needs, and connects those needs to the people who are best empowered to fulfill them.
Great all in one solution
What do you like best about the product?
Having all of our agents and tools in one place.
What do you dislike about the product?
If you are trying to set this up from scratch it can be a steep learning curve
What problems is the product solving and how is that benefiting you?
Zendesk allowed us to combine our existing tools into a singular solution giving us a greater view of the customer journey.
i find the system easy to use and very straight forward
What do you like best about the product?
The multiple avenues for ticket creation. i am especially impressed with its Microsoft Teams intergration.
What do you dislike about the product?
the default setting of all goups receiving every unassigned ticket. It makes sense, and i know it can be changes in admin access
What problems is the product solving and how is that benefiting you?
Tickets within Zendesk manage almost all of our processes and communication for Support staff. I have never seen a company as integrated with a ticketing system outside of an IT ecosystem as ours. I am surprised at how well it works.
Adequate Support Tool
What do you like best about the product?
The online references that are available to users.
What do you dislike about the product?
Not always user-friendly; sometimes solutions are not as obviously as they should be.
What problems is the product solving and how is that benefiting you?
Explore helps us to understand customer insights and track bugs.
Very quick and helpful support team and great customization capabilities
What do you like best about the product?
Many great things to like about the suit, but definitely the great customer support experience is the first that comes to mind as each time i had an issue and have been in contact with the product support team, I've been able to get answers and solutions very quickly and with satisfying answers to my questions. Also, the possibility of having multiple projects within the same workspace has been very helpful in facilitating the centralization of information. Marketplace apps and multiple integration possibilities which helps project management
What do you dislike about the product?
it is a shame that zendesk guide can't support advanced features that can answer developers/tech documentation needs. For example if it was able to support API reference documentation and the possibly to preview code scripts directly from within the help center it could have been interesting.
It could have been better to have more apps available in the marketplace dedicated to help center.
It could have been better to have more apps available in the marketplace dedicated to help center.
What problems is the product solving and how is that benefiting you?
Help center Multi-branding feature is such a "must-have" especially with the new search settings helping build the bridge between projects/products/brands. Also the possibility of customizing the templates at our ease is quite easy with Zendesk and doesn't require more fees compared to other solutions.
As it is very easy to use and doesn't require any technical skills for the major part of what can be done within the different tools, handing off to other teams and colleagues or even outsourced human ressource is made possible which saves alot of time and effort
As it is very easy to use and doesn't require any technical skills for the major part of what can be done within the different tools, handing off to other teams and colleagues or even outsourced human ressource is made possible which saves alot of time and effort
Customer support review
What do you like best about the product?
I think the customer support team seem extremely well trained, they are helpful and answered all of my questions even when I had more. They also knew exactly what info I needed and directed me to where I could quickly resolve my issue.
What do you dislike about the product?
I honestly cant say that I particularly disliked anything about the experience I had today, perhaps just that the answerbot didnt really answer my question however sometimes I know answerbot is not going to be able to provide the tailored answers needed.
What problems is the product solving and how is that benefiting you?
It allows us to communicate with all of our customers efficiently, smoothly, without interruption. The reporting function is brilliant in terms of seeing what tickets are coming up for us.
Seamless functionality
What do you like best about the product?
Zendesk has an integration option to your company's CRM, meaning all of your tickets will be automatically logged into customer profiles rather than manually inputting them in the system.
The construction of the dashboard is neatly organized and easy to explore, even by newcomers. Great feature of dividing client inquiries by language groups makes task distribution between support agents easy to handle. Tickets have the option of both internal and public messages all on the same page so that you can review cases within teams first before providing a final response which is great as you don't have to involve external inboxes.
If your organization has multi brands, Zendesk has this covered, and each ticket can be responded to by a designated email address for each brand with a simple click. The footer of your responses can be different for all of your brands. Zendesk has a great search option that has all the filters you would need to cut down your results to exact.
If you have daily KPI reporting procedures, you have the option to extract your inbox as an excel file sent to your email.
Another great feature (one of my favorites) is that Zendesk provides you with a guide center that you can customize with themes and implement your FAQ page on it. If you are looking to receive community responses on your page articles, this is also possible (toggle on and off option).
Each agent has a page (under their name) with tickets assigned to them as well as tickets they have responded to, so from a management perspective this is very useful. Zendesk does have a support chatbot, but you can easily connect to an actual support agent if needed, and this is great as nowadays in many companies, this is very rare to find as most of them avoid it.
Let's not forget you can combine it with your external chat service providers so that whilst your team is offline, tickets are automatically created by customer inquiries submitted through chat.
The construction of the dashboard is neatly organized and easy to explore, even by newcomers. Great feature of dividing client inquiries by language groups makes task distribution between support agents easy to handle. Tickets have the option of both internal and public messages all on the same page so that you can review cases within teams first before providing a final response which is great as you don't have to involve external inboxes.
If your organization has multi brands, Zendesk has this covered, and each ticket can be responded to by a designated email address for each brand with a simple click. The footer of your responses can be different for all of your brands. Zendesk has a great search option that has all the filters you would need to cut down your results to exact.
If you have daily KPI reporting procedures, you have the option to extract your inbox as an excel file sent to your email.
Another great feature (one of my favorites) is that Zendesk provides you with a guide center that you can customize with themes and implement your FAQ page on it. If you are looking to receive community responses on your page articles, this is also possible (toggle on and off option).
Each agent has a page (under their name) with tickets assigned to them as well as tickets they have responded to, so from a management perspective this is very useful. Zendesk does have a support chatbot, but you can easily connect to an actual support agent if needed, and this is great as nowadays in many companies, this is very rare to find as most of them avoid it.
Let's not forget you can combine it with your external chat service providers so that whilst your team is offline, tickets are automatically created by customer inquiries submitted through chat.
What do you dislike about the product?
As a user of 5+ years, I have not encountered minuses yet.
What problems is the product solving and how is that benefiting you?
Managing all customer inquiries as well as internal team communication within one place saves a lot of time and effort. Having your Zendesk integrated to your CRM allows you to just respond to the customer and not worry about recording the communication each time in the customer profile yourself. Although not personally used by our company as not required, Zendesk also provides you with a Whatsapp API allowing you to use services you need with an already trusted provider, and of course this means better in terms of costs as it would be a part of your package.
received response faster than i expected
What do you like best about the product?
fast response with source of the answer provided
What do you dislike about the product?
nothing actually. maybe we can have a notification as well if the maintenance is cancelled.
What problems is the product solving and how is that benefiting you?
we got notified about the maintenance on dec 04. but were not told that it has been cancelled
Zendesk Support was there to help!
What do you like best about the product?
The chat function is unmatched! So quick and easy to use.
What do you dislike about the product?
Absolutely nothing at all! Everything is amazing.
What problems is the product solving and how is that benefiting you?
They helped me solve an issue of emails not being received. It was quick and easy!
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