Zendesk Suite
ZendeskReviews from AWS customer
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Great all-in-one support tool .
What do you like best about the product?
Zendesk Support Suite is a powerful platform that integrates multiple support channels, making customer service easier to manage the automation features, like ticket routing and workflows, save a lot of time. The reporting tools are also very robust, helping us track customer satisfaction and agent performance.
What do you dislike about the product?
The interface can be overwhelming for new users, and it takes some time to get used to all the features.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite solves the problem of managing customer support across multiple channels (email, chat, social media) by centralizing everything into one platform. This benefits us by streamlining communication and making it easier to track and resolve customer issues quickly. The automation of ticket routing, responses, and reporting has significantly improved efficiency, allowing us to provide faster, more personalized support. It’s helped reduce response times and increased customer satisfaction, making our support team more productive and effective overall.
Great support but could be simpler
What do you like best about the product?
It does great job of pulling all conversations into one place. The automations and integrations like slack, are super useful once set them up
What do you dislike about the product?
Setup sometimes can be a bit headache. So many options are there it feels overwhelming
What problems is the product solving and how is that benefiting you?
It keeps all customer request in one place so nothing gets lost
A Reliable CS Solution
What do you like best about the product?
The initial setup for email is simple and doesn't require much previous knowledge of the system.
It can be fairly customized regarding agent interaction and essential features are understandable when going through the admin center, with enough articles and guides to browse through and learn the basics in case any doubts come up.
It can be fairly customized regarding agent interaction and essential features are understandable when going through the admin center, with enough articles and guides to browse through and learn the basics in case any doubts come up.
What do you dislike about the product?
Some of the features for non-enterprise plans are a bit limited when it comes to tailoring some of the features, but it shouldn't be a problem for most businesses.
The learning curve for some of the more detailed features is a bit harder to go through, so implementation partners are recommended
The learning curve for some of the more detailed features is a bit harder to go through, so implementation partners are recommended
What problems is the product solving and how is that benefiting you?
It solves main user contact, help desk and knowledge base articles (both for AI and end users), internal escalation of cases as well as organizing user complaints and inquiries with views and queue-based routing.
User contact becomes traceable and easy to navigate, and reports help tracking the overall inbound volumes, efficiency in response times, form fields and tags make it easy to close cases for further quality analysis and evaluation of the company's performance based on reports that provide insights as to what are the most common contact reasons.
User contact becomes traceable and easy to navigate, and reports help tracking the overall inbound volumes, efficiency in response times, form fields and tags make it easy to close cases for further quality analysis and evaluation of the company's performance based on reports that provide insights as to what are the most common contact reasons.
Customizable and feature-rich
What do you like best about the product?
Zendesk's customizations make it easy for us to migrate from our existing solution, and add enhancements to increase our effectiveness.
What do you dislike about the product?
Licensing is a twice as expensive compared to our previous solution
What problems is the product solving and how is that benefiting you?
Tracking inbound requests from clients
A SOLID FOUNDATION FOR CUSTOMER EXPERIENCE MANAGEMENT
What do you like best about the product?
Zendesk support suite helps manage customer conversation across channels without the chaos. the ticketing system is smooth, automation saves time and reporting gives the insights i need to improve. it has helped my team stay organized, respond faster, and deliver better support overall.
What do you dislike about the product?
The interface while clean can feel a bit clunky when managing a high volumes of tickets. some features like reporting and customization aren't as flexible as i would like and often require workarounds or extra tools.
What problems is the product solving and how is that benefiting you?
Zendesk support suite helps solve the challenge of managing customer support across multiple channels. Instead of juggling emails, chats, and social messages in separate tools everything is centralized making it easier to track, respond and resolve issues quickly. It also helps with team coordination.
Decent application with room to grow
What do you like best about the product?
I really like how Zendesk Support keeps all the customer conversations in one place, it makes tracking, filtering issues so much easier
What do you dislike about the product?
The reporting side can feel a bit limited sometimes, I wish it had more flexibility without needing too many extra add-ons.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps me manage customer queries from email, chat, and social all in one place, so nothing gets missed. It’s made our response times a lot faster and the team works more smoothly together since we’re not jumping between different tools. I appreciate being organised and thats what i appreciate most about the application
Review on Zendesk Support Suite
What do you like best about the product?
The best thing which I like abt Zendesk support suite as it offers a unifies platform that makes it easy to manage customer interaction across multiple channels. The intuitive interface, automation options and detailed reporting helps streamline support and improve response time. and it is customer centric.
What do you dislike about the product?
While Zendesk is powerful, the interface can feel a bit complex for new users, some advance customization feature also require technical expertise which can be challenging with out support. and the learning curve is steep and also the pricing is slightly on the higher side.
What problems is the product solving and how is that benefiting you?
Zendesk support suite helps us manage customer interactions across the multiple channels in one place. it reduces response times, improves ticket tracking and provided valuable insights through reporting, which leads a better overall customer experience as it centralizes customers query, streamline work flow and ensure faster resolution.
Great to handle all customers interactions
What do you like best about the product?
Is easy to set up and use, the ability to handle customers interactions on one dashboard make it easy to stay organized
What do you dislike about the product?
There’s not a centralized way to track customer history
What problems is the product solving and how is that benefiting you?
Customers inquiries, when client reaches out via email or chat zendesk centralice all the information on a dashboard so nothing get lost
Good tool to manage global support for your customers, can be shined up a little bit
What do you like best about the product?
- Easy ticket management
- Dashboards have seriously improved in version 2.0, which were not very good earlier in Version 1.0
- Ability to pull data to dashboards, through multiple Zendesk Datasets.
- Gives you great ability to manage tickets with ease, giving you an edge when helping customers.
- Integrations: Multiple built-in[native] integrations, as well as support for third-integrations
- Ability to create macros, have automations built-in, to ensure the team never feels overloaded
- Dashboards have seriously improved in version 2.0, which were not very good earlier in Version 1.0
- Ability to pull data to dashboards, through multiple Zendesk Datasets.
- Gives you great ability to manage tickets with ease, giving you an edge when helping customers.
- Integrations: Multiple built-in[native] integrations, as well as support for third-integrations
- Ability to create macros, have automations built-in, to ensure the team never feels overloaded
What do you dislike about the product?
Cons:
- Dashboards are great, but still doesn't support 95th, and 99th percentile functions, we tried implementing this through a formula, as well, but didn't help.
- UI still looks old, and sometimes is laggy
- The team is working on a new UI, but taking away important features, as well, should prioritize, based on user-feedback
- When you add a response to a SOLVED ticket, even when selecting the status as SOLVED, it moves to PENDING[bug]
- Dashboards are great, but still doesn't support 95th, and 99th percentile functions, we tried implementing this through a formula, as well, but didn't help.
- UI still looks old, and sometimes is laggy
- The team is working on a new UI, but taking away important features, as well, should prioritize, based on user-feedback
- When you add a response to a SOLVED ticket, even when selecting the status as SOLVED, it moves to PENDING[bug]
What problems is the product solving and how is that benefiting you?
- Help desk management
- Triaging and escalating concerns
- Having the entire team hands-on-deck and ready to support any case, with just a single ticket
- Dashboard and metric tracking
- Able to build automations, to ensure we take better decisions, that positively impact our business
- Ensuring multiple stakeholder participation
- Ease of supporting customers [with Macros and Automations]
- Better feature usage classification, and issues classification and better insights on what to improve
- Triaging and escalating concerns
- Having the entire team hands-on-deck and ready to support any case, with just a single ticket
- Dashboard and metric tracking
- Able to build automations, to ensure we take better decisions, that positively impact our business
- Ensuring multiple stakeholder participation
- Ease of supporting customers [with Macros and Automations]
- Better feature usage classification, and issues classification and better insights on what to improve
Clear & concise linking requests to the right department
What do you like best about the product?
Clear and easy to navigate. I'm able to create tickets fast, link documents i need, and organize everything for the support department to know the details of my ask
What do you dislike about the product?
I dont do the integrations, but I wish following a ticket was easier and individually notified in Slack
What problems is the product solving and how is that benefiting you?
It allows Customer Success Managers to create tickets from our clients to our Technical Support staff
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