Zendesk Suite
ZendeskReviews from AWS customer
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Good Platform for External Customers; Not Preferred for Internal Customers or IT Departments
What do you like best about the product?
Convenience of configuration. Automation processes are functional. Organization is effective.
What do you dislike about the product?
As an IT team that didn't choose Zendesk, it lacks a lot of seemingly simple functions, like recurring tickets and a better ticket association system (problems v. incidents). A lot of these functions appear to exist as third party add-ons, most of which sloppily provide about half of what would be desired.
What problems is the product solving and how is that benefiting you?
Centralized ingestion. The business bought into the platform for external support (customer service) and provided it to IT for internal support.
To create a ticket to our International Support team Zendesk plays an important role.
What do you like best about the product?
We can search anything by a keywords and fast.
What do you dislike about the product?
If I change anything it affects all the things whole system.
What problems is the product solving and how is that benefiting you?
It helps us to maintain ticket system for client requests.
quick and easy. with effective results
What do you like best about the product?
The immediate response I receive at any time of the day
What do you dislike about the product?
I honestly can say I haven't dealt with anything on Zendesk support that I dislike
What problems is the product solving and how is that benefiting you?
it is an amazing tool that helps me centralize all my user queries in one place
Powerful customer care tool
What do you like best about the product?
Zendesk is a clean and powerful customer care ticketing system (and much more). Personally I appreciate the very comprehensive (and free) documentation / training documents and their own help-center to quickly find answers and tutorials. The large community is a big plus as well. Without any prior knowledge and a freshly-installed system it just takes very few days to fully understand it and get it up and running. I've been implementing Zendesk whenever I joined a new company. My favourite thing is the built-in reporting section.
What do you dislike about the product?
Personally, I find that the multi-language support (both for routing different language tickets to the right agents) but also the management of translated texts in the different part of Zendesk a bit too complicated. I think there is room for improvement to make this easier to deal with.
What problems is the product solving and how is that benefiting you?
- Easy integration with Shopify
- Channeling all support requests in one tool
- Avoiding tickets in the first place by using the help center
- Structured input of tickets by contact / web form
- Reporting!
- Channeling all support requests in one tool
- Avoiding tickets in the first place by using the help center
- Structured input of tickets by contact / web form
- Reporting!
The UI is easy to use
What do you like best about the product?
I found that the chatbot is very intelligent and could transfer me to the right person when it cannot further assist.
What do you dislike about the product?
The contact icon is not that noticeable and may not able to find it sometimes.
What problems is the product solving and how is that benefiting you?
It can provide an easy way for my customer to assist themselves online.
Best software for customer support
What do you like best about the product?
So far, Zendesk is one of the best customer support software that I like to use. I'm glad that the company I work with uses Zendesk because it's easy to use and user-friendly too. The interface is clean and easy to navigate. When I gave training to the newbies, they can easily understand and use Zendesk within a day of training. I also like the feature that can integrate with other software too. It makes it easier to toggle between other softwares when dealing with tickets.
What do you dislike about the product?
It will be great if Zendesk will have a dark mode feature for those who work the night/graveyard shift. Before this, I discover that a plugin needs to be installed but recently they put a price on the service so I no longer use it. Hope the team can consider having dark mode available in the near future.
What problems is the product solving and how is that benefiting you?
Basically, my company uses Zendesk Support Suite for the purpose of providing customer support to our users. They will send tickets when they require assistance from the Support Team and the customer service agents will provide solutions to their problems. Mainly, we use it for ticket support and talk, we do not have a chat support channel. Overall, Zendesk Support Suite helps us to manage our customer support workflow effective and efficient.
help us save cost and improve productivity
What do you like best about the product?
Collaboration among colleagues and customers. It is very convenient to share the ticket and collaborate to solve customer problems. Moreover, it is very convenient to collaboarate with third parties via side conversation.
What do you dislike about the product?
cannot set up a complicated workflow for the case that the customer request is a bit complex. Another thing is to integrate with Chabot, as we need to pay for Sunshine conversation. The cost is very high.
What problems is the product solving and how is that benefiting you?
Zendesk helps us to solve bottlenecks issues and performance tracking. It also helps us on automate the tasks while we do not need human to setup or assign the tasks to other colleagues.
Everything in one place
What do you like best about the product?
Changing from a telephone based support system with limited reporting to ZenDesk which is multi-channel and data rich allows us to make better decisions about how we strucutre our support team
What do you dislike about the product?
The way the automated customer feedback system works means that it is prone to a lot of false negatives.
This drives our support team nuts as they are very proud of their very high scores
This drives our support team nuts as they are very proud of their very high scores
What problems is the product solving and how is that benefiting you?
We have taken our phone based support system and a separate email based support system and replaced them both with Zendesk.
Everything is in one place, and we have other channels in play too including chat and social.
Everything is in one place, and we have other channels in play too including chat and social.
Great ticketing system for getting issues resolved efficiently
What do you like best about the product?
I like that customers who write to our support team are almost instantly assigned to a representative, and receive an email letting them know that their message has been received -- even though this sounds like a very basic thing, it's huge when it comes to customers who are panicking in urgent technology-bug-related situations.
What do you dislike about the product?
I dislike that as a CSM (customer success manager, not CSR - customer support representative), it is unclear at times if my responses to Zendesk emails are sent to everyone, or if they're only shared within my internal team.
What problems is the product solving and how is that benefiting you?
ZenDesk Support helps my company to prioritize and handle customer issues that come in all around the clock -- this benefits me greatly because if they didn't have Zendesk set up to handle these requests, I would be the one routing all of my client's technical issues to various teams. I'M SO GRATEFUL FOR ZENDESK!
Thank you ZD!
What do you like best about the product?
The ticketing system used in Zendesk is great. It makes it very easy for me to review my BoB, read notes, listen to calls and even integrate it with other platforms, such as Client Sucess.
What do you dislike about the product?
I am not a huge fan of the design, I think it could use a little bit more. Also, finding the ID per customer is kind of difficult sometimes.
What problems is the product solving and how is that benefiting you?
Being able to track the tickets within a situation when I talk to my customers. The follow-up is great tool where you can take notes and see the rep in charge of a call, email or chat.
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