Zendesk Suite
ZendeskReviews from AWS customer
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Zendesk offers a great overview of all tickets smart custom elements.
What do you like best about the product?
I like the customizable elements. This helps you to store relevant data per ticket.
What do you dislike about the product?
I do not like it when full mail exchanges appear in only one message. This sometimes happens and then the great overview that Zendesk offers is gone.
What problems is the product solving and how is that benefiting you?
Zendesk centralizes all the communication per client per ticket which makes it easy to have a complete idea of what is happening and what you can do in specific situations.
Some strong sides, some areas for improvements
What do you like best about the product?
Ui is good and intuitive. The calling function is well-working with good connection quality.
What do you dislike about the product?
Information quite often gets duplicated and bit hard to manage. Emails coming to mailbox are not tracked automatically/not pushed to CRM
What problems is the product solving and how is that benefiting you?
Sales, mainly lead generation
Decent service. Does what you need, but slow to make changes and support can be varied
What do you like best about the product?
Works reasonably out-of-the-box, does require a lot of set up but is quite customisable if you need changes
What do you dislike about the product?
There are some things you would expect from emailing that aren't there, or take AGES to be added. Emailing customers should be more like the gmail experience. Zendesk are working on it, but some basics are still missing. They use a peer-led forum for feedback, so when you speak to a Zendesk rep about something that doesn't exist, they ask you to post it there. It's weird to speak to an employee who then asks you to write your request in a forum, rather than actually escalates it. Assume many people just do not bother posting their feedback. Support can be varied. Sometimes it is quite bad, sometimes it is quite good. If you want help with reporting though, you really need to be able to learn their complex system yourself or pay someone to do it for you, which is annoying. Some basic reporting metrics are still not available, eg. amount of times your agents have been available for phone calls, who missed/declined any given call (can only see how many calls an agent has missed in a reporting period, rather than the other way around, checking you missed a particular call).
What problems is the product solving and how is that benefiting you?
Omni-channel support. Works reasonably well for emails, very well for calls, and reasonably for chat.
Most of the way there!
What do you like best about the product?
Zendesk is a pretty powerful CRM, which is generally pretty easy to administer and meet the needs of a Support organization (the field of my experience is administering it). It's built on a robust set of APIs, but can be administered purely through the GUI in almost all cases.
What do you dislike about the product?
Zendesk can be slow to improve new features or products, like their Messaging product which has many gaps that have not been closed since its release. Additionally, many parts of the GUI are frustrating to work with. An example, when building triggers and using tags as conditions, the tag titles are truncated and unreadable. The Explore product is not good.
What problems is the product solving and how is that benefiting you?
When all features are being utilized, most problems a Support team deals with can be managed within Zendesk. This starts with Guide, allowing end users to find and self-serve their own needs, to channel selection, routing, and through ticket lifecycle.
Good experience for our business
What do you like best about the product?
Ease of use for our agents is key. While it's not perfect, integrating multiple channels allows agents to follow the customer's history.
What do you dislike about the product?
Their roadmap leaves out features that would dramatically improve life for those who use it daily.
What problems is the product solving and how is that benefiting you?
Allows us to track customer issues and improve their experience and enables us to give them a robust help center for product support.
Review!
What do you like best about the product?
It was easy to use and access other articles while I waited for a response. I received an email with my answer and direct links as well.
What do you dislike about the product?
I wish I would have been able to chat with an actual person.
What problems is the product solving and how is that benefiting you?
Updating our domain email to a new one
Speedy Service
What do you like best about the product?
Zendesk Support was so fast, personable, and gave me great tips on how to resolve my issue.
What do you dislike about the product?
Nothing yet. I'm a new user of Zendesk. Support has been great so far!
What problems is the product solving and how is that benefiting you?
I'm building a Help Center for customer onboarding and product adoption.
Professional and good
What do you like best about the product?
very easy to use platform , chatting with a support agent is like chatting in messenger , and i was able to send screen shots which was very fast and helpful
What do you dislike about the product?
i just got the last update and i do not like it at all , the last update about doing all in one dashboard
What problems is the product solving and how is that benefiting you?
some complicated features are hard to understand, and being able to chat with support to comprehend them is very helpful
Helpful CRM Platform for Customer Care Team
What do you like best about the product?
With Zendesk you can have your team communicate with customers from multiple channels in one easy place. There are a lot of different automations and workflows you can set up to make an agent's life easier and communications smoother. It is easy to pull data from Zendesk. They also have a lot of apps you can include. It's easy to find articles or videos on what you are trying to build.
What do you dislike about the product?
Zendesk can get complicated if you do not know it well. As you continuously build on the platform you need to take into automation, triggers and workflows that were set up and how it all connects. Sometimes this gets confusing.
Their team is very fast over chat, but sometimes you just want to talk to support over the phone.
Their team is very fast over chat, but sometimes you just want to talk to support over the phone.
What problems is the product solving and how is that benefiting you?
It is how we communicate with our customers and keep records of interactions. With Zendesk you can do, chat, voice, texting, email and chatbots/ articles. Helpful to build FAQs that are controlled by customer care and editable.
Excellent support
What do you like best about the product?
The turn around time to revert back on a query and to solve issues faster
What do you dislike about the product?
Mobile app could be better, to raise tickets to zendesk
What problems is the product solving and how is that benefiting you?
Most of everything related business such as customer complaints transactional issues
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