Zendesk Suite
ZendeskReviews from AWS customer
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A very good review
What do you like best about the product?
The platform is very easy to use, dynamic and objective. Anyone can learn to access it easily. Zendesk unifies communication with customers in a very good way, with great quality and speed.
What do you dislike about the product?
The layout could be better and more useful. There is a lot of bureaucracy in adding customers to the platform. What hinders a little the agility of the work that could be more agile. But everything else is very good, only praise.
What problems is the product solving and how is that benefiting you?
Helping me to work better. The platform helps me to better connect with customers, in a simple and fast way. By streamlining the connection with customers, they are happier, have their problems resolved faster and as a result, we are able to work better.
Good and complex, intuitive tool, easy to use and essential
What do you like best about the product?
Practicality in sending emails and WhatsApps, especially because it is an innovative and easy-to-use platform once we understand how it works.
What do you dislike about the product?
Things that remain hidden and that we take time to understand, such as bugs and things that are not clear for practical use.
What problems is the product solving and how is that benefiting you?
Business matters, here in my company for example the platform provides easy access to WhatsApp and Email with our clients
Zendesk is a work horse, once built out it is a dream to organize tickets
What do you like best about the product?
Tags and integrations are a favorite the internal chat feature
What do you dislike about the product?
Knowledge base could be easier to navigate
What problems is the product solving and how is that benefiting you?
The ticketing system makes it easy to keep our guest reservations and requests are kept in order
Best productivity tool
What do you like best about the product?
I love how zendesk's are so easy to use, and how it makes my life easy on daily basis
What do you dislike about the product?
I dislike the fact the company I'm working does not uses zendesk
What problems is the product solving and how is that benefiting you?
The best part about the zendesk support, is when I need help to solve some integration issues, they are always there to give assistance
Customer experience at its best
What do you like best about the product?
The tools and connections Zendesk can provide.
What do you dislike about the product?
Many steps to execute the creation of a user could be improved.
What problems is the product solving and how is that benefiting you?
Communication with my costumer and reports that can be used.
A place to check the status of customer progress and track communication
What do you like best about the product?
Zendesk support suite is a great place for our customers to connect with the team for updates on current orders or pre-orders. It also allows us to communicate with the customers and send messages to colleagues.
What do you dislike about the product?
The least helpful is that at times it does take some time for a response. I wish there was a notification option to push through to help ensure issues are resolved promptly. I also wish you could mass close out old tickets.
What problems is the product solving and how is that benefiting you?
Zendesk Support helps with follow-up for communication; it provides a direct paper trail and time stamps. The benefit is it helps keep people accountable to following up with the team.
Never trust what they say during a sales presentation.
What do you like best about the product?
The platform looks nice on the surface, but in the end was completely unusable to our enterprise. They lied during the sales presentation which induced us to buy, now we spent $18,000+ on a platform that we get zero use out of.
What do you dislike about the product?
Was promised that their platform would work with our VOIP provider. Signed the contract and now they tell me that it actually won't work, which effectively makes it useless for us. Lost $18,000+ because of them, they won't take any responsibility at all. Tried for over a month and a half to work things out with them and they even said they would do something in then later stopped answering calls and emails, we tried to go up their management chain, no one would reply. I'm happy to go in detail about my experience, please reach and I'm happy to share this horrific experience with them. I would not heed any assurances they give, they are liars. Despicable for a Fortune 500 company. I'd run far far away from them.
What problems is the product solving and how is that benefiting you?
It's unusable for us. We never went past the onboarding phase since the platform does not integrate with our systems like they promised.
Very powerful but administratively a nightmare to set up and maintain
What do you like best about the product?
The are the leader in the industry so everyone integrates with them which is nice. They have all of the tools that you would need for a support desk of any size. Ai tools are powerful.
What do you dislike about the product?
The administrative and setup screens are not at all intuitive. This causes problems with the IT team, making it too difficult. To setup things, you have to switch to multiple administrative centers which is too much work. In attempting to follow instructions you don't know which administrative center you are supposed to be in to do things. It's one of the most expensive solutions.
What problems is the product solving and how is that benefiting you?
We set this up for customer facing support, this did boost efficency however the administrative problems led us to start looking and we currently favor Freshdesk over Zendesk based on our research even though Zendesk has a more powerful AI chatbot solution.
Zendesk helped me a lot to review my cases
What do you like best about the product?
Zendesk helped me to checked all of my work related concerns and to solve it easier.
What do you dislike about the product?
I like everything about this platform it helped a lot.
What problems is the product solving and how is that benefiting you?
It benefits me to make my life easier by using Zendesk support
Detailed support
What do you like best about the product?
I appreciate the ease of contacting a live agent directly, but I also appreciate the chat bot's attempt to match my topic of concern. Also, I love the number of community and team knowledgebase articles available.
What do you dislike about the product?
I am not in love with the amount of time it can take for an agent to respond to my request, and I used to be able to respond to the ticket in my email, but for some reason, I guess that functionality has been discontinued.
What problems is the product solving and how is that benefiting you?
Support was able to help me resolve a minor concern with auto-assigning unassigned pending tickets. I've contacted many times before, and am usually very satisfied with the response.
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