Zendesk Suite
ZendeskReviews from AWS customer
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Easy to use
What do you like best about the product?
Provides real-time response on the inquiries
What do you dislike about the product?
I can't think of anything as it perfectly fits the work that needs to be done.
What problems is the product solving and how is that benefiting you?
It provides quick result about sensitive inquiries.
Stable, useable, expensive
What do you like best about the product?
Brands is great option that gives us support different products by same agents team.
What do you dislike about the product?
Chat functionality is poor.. We don't need some features but still have to pay for them in Suite
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite allows you to solve multi-brand product support. Implement convenient integration with external services.
Excellent tooling to build a support system
What do you like best about the product?
Ticket management, and the ability to integrate a support widget very easily into your web app.
What do you dislike about the product?
I think there are too many "editions" of Zendesk, making it a bit confusing as to what pricing model you need based on the features you use.
What problems is the product solving and how is that benefiting you?
Centralizing the support ticketing
Quick and helpful!
What do you like best about the product?
The agent I spoke with was kind and efficiently pointed me to the resources I needed
What do you dislike about the product?
I had to wait several hours for a response, but this was not a problem
What problems is the product solving and how is that benefiting you?
They are helping me understand what I cannot do with the widget. They helped me determine my ability to hide and reposition the widget. This saved me time searching for solutions on my own.
Simple to start
What do you like best about the product?
Fairly easy to get started and implement Zendesk. Easy to onboard agents.
What do you dislike about the product?
It was a challenge to further configure/optimize Zendesk. Their KB articles were not always the best, and our implementation consultant experience was underwhelming.
What problems is the product solving and how is that benefiting you?
A unified support solution that integrates easily with other tools our org uses.
Zendesk has been accompanying and assisting me for years
What do you like best about the product?
He is complete! I feel that it gives me the confidence to create solutions for demand distribution, providing faster and more effective service, delivering a good experience for our customers and partners, and facilitating the work of our team. I can clearly track all the numbers we need to monitor and based on that make more accurate forecasts. Zendesk never disappoints me, I know they will be even more amazing.
What do you dislike about the product?
There are only disadvantages if the company limits itself to the contracted plan and the necessary service package for what it needs. Of the 3 companies where I worked with Zendesk, it met and meets all the needs, as long as the correct contract is made. It's worth it!
What problems is the product solving and how is that benefiting you?
Storage of call history in a practical way, with the measurement of various indicators, metrics, and processes. We are benefiting from a better view and monitoring of the team and our customers and partners, above all, doing everything in a practical way, optimizing time and labor.
Zendesk to Gladly experience
What do you like best about the product?
The part where you can put the ticket on hold or pending or you can filter out.
What do you dislike about the product?
The identification of the aging tickets.
What problems is the product solving and how is that benefiting you?
better queueing process in terms of finding the tickets and assigning them to a rep.
Support was GREAT
What do you like best about the product?
Quick to resolve. Very personable! Exceeded my expectations.
What do you dislike about the product?
Nothing I can think of that I disliked. Very accessible!
What problems is the product solving and how is that benefiting you?
Handing account contributor/admin profiles so we can have our team set up and ready to go!
Everything you need from a customer service ticketing solution
What do you like best about the product?
It's easy enough for anyone to jump into but is also full of powerful features to customize it to your needs, there are also new features every month so always have new things to try.
What do you dislike about the product?
The explore tool to create your own dashboards of charts and tables to analyze your ticket and call data is significantly more complicated than the rest of the suite, also it seems to be able to monitor chat statistics, known as messaging, we need to upgrade to the enterprise version of zendesk which is a bit more expensive, but since we only have 4 chat agents, it doesn't make sense to upgrade all 20 something agents to it, would be nice to only upgrade it for the ones that are using it
What problems is the product solving and how is that benefiting you?
Zendesk helps our customers reach out to us through calls, emails and chat, and helps us internally organize those tickets, manage them and distribute them to the right agents, and lets us work though all escalations from within zendesk reducing the need for additional tools and helping keep all of the information in one place
Chatbots made easy
What do you like best about the product?
Flexibility and range of options in building intents in great. I try to make use of most of the available features in order to offer the best experience to our customers. API integration is working fantastic and helps us provide great support. Collaboration with the team is also great - really appreciate the support received.
What do you dislike about the product?
From a user perspective I am really looking forward to the opportunity to work on integrations without the need to involve other departments (devs). I'd also love to be able to reduce some manual work in creating or edititng intents by having the option to use some presets / clipboards with frequently used message structures.
What problems is the product solving and how is that benefiting you?
Removing repetitive questions from reaching our Customer Support agents and handling conversations where no agent interaction is needed while also collecting information from the clients before escalating chats in order to reduce the interaction time of the agent.
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