Zendesk Suite
ZendeskReviews from AWS customer
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Feedback after using 2 years
What do you like best about the product?
Transparency, Multiple channels in one place. Easy to access. I specially like chat feature how this works
What do you dislike about the product?
Zendesk is very vast but sometimes becomes hard to find options under the admin center
What problems is the product solving and how is that benefiting you?
I was helped on support to fix the issue for "View "my groups
Helpful for multiple customer support agents
What do you like best about the product?
Zendesk is excellent for many customer support agents - very easy to assign tickets within working 'Groups.' Automated macros (or pre-populated responses) save me hours of time each day!
What do you dislike about the product?
I've had trouble integrating Dialpad (internet phone software) with Zendesk. Although calls come through well and transcription of voicemails is great, I cannot figure out how to have Zendesk track missed calls (our organization calls back any missed calls during business hours).
What problems is the product solving and how is that benefiting you?
I can receive anywhere from 20-80 support tickets per day. Zendesk allows me to quickly answer these inquiries with macros, and I love the 'resolution' and 'tags' feature, so I can mark each ticket as to what was resolved. GREAT support in reporting # of tickets, customer satisfaction ratings, and ticket trends over time.
Zendesk has great features for email support, but is lacking on basic features for phone support
What do you like best about the product?
Easy for agents to use. Great features for email ticket support.
What do you dislike about the product?
Lack of outbound caller ID for Talk, lack of SLAs for phone calls
Realllly poor help resources for using the Explore product
Realllly poor help resources for using the Explore product
What problems is the product solving and how is that benefiting you?
N/A
ZenDesk just works better!
What do you like best about the product?
Our team previously used Kana for support tickets, and I find ZenDesk has better support, and a great suite of features that both help us track our work and tag issues by macro.
What do you dislike about the product?
There is a bit of a learning curve to truly get the most use out of ZenDesk. Learning how to effectively search a queue by keywords has it's own language, and sometimes I feel like I need more hands-on training to fully utilize the many features offered.
What problems is the product solving and how is that benefiting you?
Our team assists hundreds of guests daily through ZenDesk. We can track the trends of our tickets through macros, providing us with a fuller picture of our underlying issues. We also use ZenDesk guides to provide our cast with knowledge articles to help them in answering!
Zendesk resolved my issue by chat in a few minutes. It was very fast and efficient
What do you like best about the product?
I love being able to contact them by chat and immediately talk to an agent who can provide troubleshooting steps or tell me if the issue is already known in their system.
What do you dislike about the product?
I would have preferred to receive more information about the issue I'm experiencing without having to actually contact the system first. If there is a known issue, it should be informed to potentially affected customers.
What problems is the product solving and how is that benefiting you?
Zendesk helps me and my business keep in touch with my customers and it's a key aspect of my business so having a quality support team that can also support me and my business is critical.
Complicate but worth it!
What do you like best about the product?
I really like the fact that using fields and forms we can collect valuable data about our customers! The more data we have, the better impact can our support have and the more we improve our company's product.
What do you dislike about the product?
Well, getting set up to use Zendesk is pretty complicated, especially because in order to change one thing, you need to change many more in the backend.
Also, the most important feature that is definitely necessary is being able to forward conversations and for these forwarded emails to become new tickets or appear somewhere. Connected to this is also the feature to BCC people in conversations, something which is greatly needed.
Also, the most important feature that is definitely necessary is being able to forward conversations and for these forwarded emails to become new tickets or appear somewhere. Connected to this is also the feature to BCC people in conversations, something which is greatly needed.
What problems is the product solving and how is that benefiting you?
Data-related issues, meaning that when other services would only offer limited data in terms of contact drivers and issues our customers have, Zendesk allows us to log cases based on each customer's needs.
Passwrod reset
What do you like best about the product?
We have been using Zendeask for a number of years now. It is very simple to install on our platform (wordpress). Our customers find the chat widget very engaging, and it helps us to develop sales through customer support.
What do you dislike about the product?
The only thing we would state as a negative is the big jump to a paid plan. You can only use one agent at a time on the free plan, which can sometimes cause issues when more than one customer wants to engage. Other than that, we think it's great.
What problems is the product solving and how is that benefiting you?
It allows us to interact with our customers at important stages of their buying process. Whether we answer a query about one of our products, offer a discount code or send them a link to other items that they may like. This is vital when wanting to increase sales.
One of the best ticketing tools
What do you like best about the product?
The tool has a lot of helpful features. I like the ability to create multiple views, triggers, Explore reports etc.
The support has also become a lot more responsive than it used to be.
The support has also become a lot more responsive than it used to be.
What do you dislike about the product?
When a report is exported via Explore, it does not have the option to get the clickable links for the ticket ids.
What problems is the product solving and how is that benefiting you?
We use it as our ticketing system. Really like the 'side conversations' feature to keep everything at one place.
All you need in one place
What do you like best about the product?
It is SAAS: meaning you don't need to care about infrastructure. Also, the product is constantly improving as per support industry trends and best practices: you don't need to develop features yourself. Want a knowledgebase - you got it; want a chatbot - it is here. It also has omnichannel support: call center, chat, ticket system, integration with social media, slack and whatsup. All are in one place, and you don't need to spend resources integrating 3rd party solutions yourself. The marketplace also has a lot of extensions to build any workflow you might need.
What do you dislike about the product?
Technical support is not the best: it takes forever to get a response, and often it is incorrect. Most of the time, you have to find an answer yourself. The fact Zendesk keeps an extensive knowledgebase and has a great community they support makes things better.
What problems is the product solving and how is that benefiting you?
No need to maintain an in-house solution: meaning no expenses for development, servers, etc.
All in one place: chat, call center, and ticket system integrated out of the box.
One of the biggest communities for ticket systems: a lot of support comes from it.
Huge marketplace: enough solutions to implement any workflow.
Great resources for developers: API, documentation - if something is not covered by marketplace you can implement it yourself.
All in one place: chat, call center, and ticket system integrated out of the box.
One of the biggest communities for ticket systems: a lot of support comes from it.
Huge marketplace: enough solutions to implement any workflow.
Great resources for developers: API, documentation - if something is not covered by marketplace you can implement it yourself.
The best tool
What do you like best about the product?
Using Zendesk is like having your own diary of your work. You can always review and go back to your previous tickets and can rely on those as your guide in the future.
What do you dislike about the product?
Sometimes, I do get frustrated when Zendesk slows down, I don't exactly know if it's because of our internet connection but, when you have multiple tickets opened, it tends to slow down a bit in terms of performance.
What problems is the product solving and how is that benefiting you?
It helps me organize everything. From my open cases, pending, solved and of course, closed tickets. I heavily rely on zendesk because you can back track your previous work.
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