Zendesk Suite
ZendeskReviews from AWS customer
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Complete tool for CX support
What do you like best about the product?
The most important thing is the ability to manage and organize a huge amount of information in addition to providing a totally transparent experience for customers.
What do you dislike about the product?
The tool has some configuration limitations, for example, it is not possible to add a column with the requester's email in the ticket display. Also, in the display rule selection, it is only possible to add 6 keywords.
What problems is the product solving and how is that benefiting you?
It allows us to centralize all our clients' communications on a single platform that can be accessed by all collaborators and consulted over time, allowing to have traceability of all the attentions of a client.
One-stop shop for all things Support Services!
What do you like best about the product?
Zendesk Support Suit simplifies building a customer support framework with all the necessary tools needed to launch your support services. From real-time chat, email, and ticket-based support, to analytics!
What do you dislike about the product?
There isn't something that I particularly dislike. However, automation and triggers can be more intuitive. I feel that the interface for this could be better as well. If you could make it look something like Zapier, make it look more dynamic, the better.
What problems is the product solving and how is that benefiting you?
Organizing tickets, prioritizing issues and queries and having a workflow that involves multiple departments. Reporting and assessment of team's performance is also something we are constantly looking to dive into and Explore's features are robust enough for us to look at every aspect of our performance that matters to the company.
Zendesk is by far the best support ticketing system I have used in my 22 years of working in support
What do you like best about the product?
All areas:
- Support
- Chat - which we integrated into our online products
- Guide - which we use as our support portal
- Explore - for all our reporting needs
- Support
- Chat - which we integrated into our online products
- Guide - which we use as our support portal
- Explore - for all our reporting needs
What do you dislike about the product?
Licencing - if you need for only some of your agents to have access to a certain area, you can purchase a fewer number of licenses for that area that your overall number of licenses. For instance, WhatsApp messaging, we have 85 agents, but only 20 would use whatsapp messaging, you can't buy 20 licenses, you have to buy 85. This is the same for all "modules" in Zendesk
What problems is the product solving and how is that benefiting you?
We use Zendesk to log our customers support tickets regarding our software. It allows us to have tickets logged via phone / email / chat and then follow up on any of those channels.
User Friendly Ticketing System
What do you like best about the product?
Zendesk is the most intuitive ticketing system I've used as an agent. From an End User perspective, it can provide a similar experience as other suites, but from an agent and admin side, it is very user friendly and intuitive to navigate and configure. For agents that don't utilize Zendesk often, it's very easy to pick back up versus relearning every time you login. Macros are also a game changer for frequent users.
What do you dislike about the product?
Certain functionality is not possible or is difficult to configure, even by Zendesk experts. Importing lists of information for drop downs, integrations with other systems, etc. Functionality that comes standard through other systems is custom or not possible with Zendesk. However, the pros have outweighed the cons.
What problems is the product solving and how is that benefiting you?
Zendesk supports our employee population and new hires. It provides a means of communication and problem-solving that is fast, easy, accessible and efficient for everyone.
My Suite Experience
What do you like best about the product?
What I enjoy the most about Zendesk Support Suite is the helpful information that is readily available and easy to understand and navigate. Many other support suites does not have much information available for research
What do you dislike about the product?
My least favorite thing is not having a direct number to call to speak with someone. I would recommend going back to the phone support option if possible . I would like to see improvement on the phone support side.
What problems is the product solving and how is that benefiting you?
Right now Zendesk Support suite is helping with agent routing based on skillset. We have been much more productive since implementing this routing. Efficiency has increased .
Out of the box ready solution for ticketing
What do you like best about the product?
Great customer support, Easy to get started!
What do you dislike about the product?
wish there was a way to have direct extensions and a directory with IVR
What problems is the product solving and how is that benefiting you?
Easy ticketing solution and automation allowing us to handle customer support with ease.
Great ease of use for customer interactions, lacking in the reporting area
What do you like best about the product?
Able to create a robust categorizing system that is customizable and organized between channels. Makes cataloguing tickets a breeze and uniform between employees within the system.
What do you dislike about the product?
It's a bit difficult to look up past tickets or create reports based on specific criteria. The reporting set up and the view set up is pretty complicated as there are so many attributes.
What problems is the product solving and how is that benefiting you?
Ease of use and uniformity between employees. Integrates multiple channels into one place. Allows incoming tickets to be catalogued based on customizable criteria.
Issue with spam tickets
What do you like best about the product?
Support helped me set up the automation rules to eliminate spam tickets.
Sometimes users are not computers savy to help them; the agent gets access to change the settings.
Sometimes users are not computers savy to help them; the agent gets access to change the settings.
What do you dislike about the product?
Had to wait 1 hour to get to an agent, but got through after a long wait time
What problems is the product solving and how is that benefiting you?
We got rid of spam tickets which was the most important thing for our agents and users
System with many integrations and possibilities
What do you like best about the product?
The platform has a variety of tools and integration possibilities, what I appreciate the most are the various possible integrations, as in our company we use several other software.
What do you dislike about the product?
As a professional in the IT field, I did not find many negative points or defects in the tool, however, our employees in general had great difficulties in using the tool at the beginning. Although the entire interface tries to be as clear as possible, the amount of options and information in it makes it take a while for a common user to become familiar with the tool.
What problems is the product solving and how is that benefiting you?
As our company uses various other software like Asana and Pipedrive, we are able to interconnect and create an efficient workflow, centralizing all the information in Zendesk.
When you get hold of how to use it it is very convienient for CS.
What do you like best about the product?
Definitely automatization options. When we created the workflow with auto followups and auto-tagging it made our work so much easier.
What do you dislike about the product?
At first it was quite a challenge to become familiar with all the terminology.
What problems is the product solving and how is that benefiting you?
We choose to become users of ZenDesk, because the software we used previously was not that precise, and we experienced a lot of delays. For now it seems that ZD is going the job correctly.
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