Zendesk Suite
ZendeskReviews from AWS customer
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All that and a bag of chips!
What do you like best about the product?
With Zendesk Suite, you have the opportunity to improve all aspects of your business. From Talk to Support tickets and everything in between. The sky is the limit.
What do you dislike about the product?
I haven't found anything I really dislike. If anything I would say that sometimes I can't accomplish what I want to. Most of what I can't do is due to being in an EAP.
What problems is the product solving and how is that benefiting you?
Visibility into customer issues and concerns
A one-stop shop for our knowledge base. Both internal and external.
A way to track phone calls using Talk.
Zendesk has helped us improve customer support across the board.
A one-stop shop for our knowledge base. Both internal and external.
A way to track phone calls using Talk.
Zendesk has helped us improve customer support across the board.
Widely used tool that fulfils your customer support needs
What do you like best about the product?
The entire package of tools that are connected. We can answer on emails, calls or chats within the same platform.
What do you dislike about the product?
The licensing is not hospitality friendly in the way that we are a seasonal company that has a lot more customer service employees in the summer period. Yearly licensing and the reduced rates that come with it are therefore not an option for us.
What problems is the product solving and how is that benefiting you?
An easy way to follow up on customer questions across platforms.
Zendesk Experience
What do you like best about the product?
It's easy to navigate and user-friendly. I find the submit options interesting as it allows you to choose whether to keep the ticket pending, on hold, open or even solve it.
What do you dislike about the product?
If you're a normal user like me without any admin power, I don't think the Reporting side will be very useful for you. I would appreciate it if it has more valuable information for someone like me in the company.
What problems is the product solving and how is that benefiting you?
Not necessarily problems, rather Zendesk helps our company to communicate with our clients more effectively. It also helps us to backtrack conversations from last year which I find great.
ZenDesk has helped us elevate our business with their amazing products and their customer support!
What do you like best about the product?
The support is readily available. It's easy to understand and use. The user experience has been nothing short of amazing! Haven't found another company like this!
What do you dislike about the product?
Zero complaints! Whenever an issue arises, their staff is readily available to assist. The ability to have phone or video support would make explaining issues easier.
What problems is the product solving and how is that benefiting you?
Before ZenDesk, it was hard to keep track of emails coming in from clients. Now, it's all in one place, easy to access and review any tickets that have been submitted.
Easy but powerful to use
What do you like best about the product?
The most useful feature of the Zendesk customer suite is that you can help customers in a couple of clicks and keys taps. This enables teams to seamlessly support customers.
The chat feature allows you to have real time conversations with customers
The help center you can customise branding and help docs
The phone feature is not used nuch in our use case but it is great to have the option to use it for higher level clients
The chat feature allows you to have real time conversations with customers
The help center you can customise branding and help docs
The phone feature is not used nuch in our use case but it is great to have the option to use it for higher level clients
What do you dislike about the product?
It can sometimes be a bit cluttered and hard to navigate and in my experience things break if you change a few basic settings like the subdomain of a help center can break your chat widget.
Help center theme's are expensive however you can use the default for free.
The spam filter is not great for SMS and chat options as it does not filter these.
It can sometimes be a bit cluttered and hard to navigate and in my experience things break if you change a few basic settings like the subdomain of a help center can break your chat widget.
I also believe the pricing for Zendesk is a little high
I would introduce a very basic free plan with just a chat and a help center to get people going
A startup program should also be introduced so startups can provide people quality support.
Help center theme's are expensive however you can use the default for free.
The spam filter is not great for SMS and chat options as it does not filter these.
It can sometimes be a bit cluttered and hard to navigate and in my experience things break if you change a few basic settings like the subdomain of a help center can break your chat widget.
I also believe the pricing for Zendesk is a little high
I would introduce a very basic free plan with just a chat and a help center to get people going
A startup program should also be introduced so startups can provide people quality support.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us support our customers without bots. They can review the help center and then if they want to speak to someone that can be done with Zendesk Chat or Phone
Quick and detailed assistance!
What do you like best about the product?
How easy it is to create and use Macros for daily ticket management.
What do you dislike about the product?
The overall look of the site is a bit boring/outdated, I think it could do with a makeover.
What problems is the product solving and how is that benefiting you?
Zendesk is streamlining our support services and allows us to better manage the different types of support requests we receive. It is also helping with cross-team communications
Handy w/tenure, but more advanced features are buried in complex processes
What do you like best about the product?
The platform for support is pretty straightforward. Includes decent function for CSAT and reporting, although customized reporting is a bit more complicated.
What do you dislike about the product?
After upgrading, creating reports to do simple things (ex: an automated daily metric report from the previous day) took weeks. Had 2 ZD reps helping and they couldn't figure it out. Finally did, but that is way too much time for a feature that should be as simple as pushing a button. Similar to activating AnswerBot, you have to go through layers of "activating" to get the thing to work. Unnecessary.
What problems is the product solving and how is that benefiting you?
Reporting, chat feature, article automation, community forum.
Best Tool to manage your customer service tickets
What do you like best about the product?
Automation you can build on zendesk, so the customer service process will be easy
What do you dislike about the product?
Classic design of the platform, and sometimes a lot of documentation to understand a subject
What problems is the product solving and how is that benefiting you?
Making the process automatic and forwarding all tickets to one place
Powerful tool for great communication and creating efficiency!
What do you like best about the product?
The shared inbox is great for assigning projects to employees that ensure nothing gets missed and shows the best foot has been put forward by our company!
What do you dislike about the product?
As with all powerful software, Zendesk seems complicated in that data I expect to be readily displayed is not. There are a few extra clicks to get them, but maybe that is by design.
What problems is the product solving and how is that benefiting you?
Zendesk helps my organization assign tasks efficently so that items do not get dropped or duplicated. With a team working on similar tasks, it is great to know that we are all on the same page and confusion is eliminated.
Market leader - all bells and whistles. Good support too.
What do you like best about the product?
Suite of functions available. omnichannel support
What do you dislike about the product?
Can take a long time to release features
What problems is the product solving and how is that benefiting you?
How to manage a lot of customer queries in once place. Makes work simpler
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