Zendesk Suite
ZendeskReviews from AWS customer
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Director of Support
What do you like best about the product?
I love how it creates a one stop shop for all QA and Csat
What do you dislike about the product?
Phone routing could be much improved. I wish we could route intelligently.
What problems is the product solving and how is that benefiting you?
Integrating phone chat and email in one place
Great for ticketing, not so for project management
What do you like best about the product?
The ease of configuration, many of the Zendesk Labs add-ons.
What do you dislike about the product?
It doesn't connect to many of the tools we, as an MSP, use.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system and this works! All of our agents use it and we have the ability to create groups.
Added efficiency and consistency
What do you like best about the product?
Having the ability to create tickets for all communications is a great way to track employee statistics, SLAs and user satisfaction
What do you dislike about the product?
There is a little bit of a learning curve in getting used to the system and learning how to administer the system. The lack of ready customer service can be very frustrating.
What problems is the product solving and how is that benefiting you?
It satisfies our need to have full documentation and tracking of requests. When used correctly it saves our agents time and provides our end users with consistency.
Great platform
What do you like best about the product?
The big configuration options. You can change a lot of parameters by yourself easily.
What do you dislike about the product?
The organization of the views or macros could be more simple.
The absurd limit of the maximum number of views it's annoying.
The absurd limit of the maximum number of views it's annoying.
What problems is the product solving and how is that benefiting you?
Manage a big number of petitions and send it to the responsible departments
The best CRM product ever!
What do you like best about the product?
It's simplicity and Zendesk always being on top of the game. No need to be a programmer to get it working. I like how easy the data can be collected.
What do you dislike about the product?
Customer Care could be more helpful. The Quality of the help changed drastically compared to when we first started using the product in 2018.
What problems is the product solving and how is that benefiting you?
The biggest benefit is the access to data generated by emails & calls received/sent and by the agents' usage. Based on that you can tweak Zendesk accordingly to meet your company's, teams and customers needs.
Fast, Informative, Polite.
What do you like best about the product?
The help center articles and videos are informative, and the chat agents are quick to help and resolve my issues the first time.
What do you dislike about the product?
Nothing so far. I like all aspects of their support.
What problems is the product solving and how is that benefiting you?
Requests/assistance with new features, triggers, various add-ons.
Love it and the support
What do you like best about the product?
Customizations and ability to create something specific to your needs.
What do you dislike about the product?
Missing Features that should be in a system like split and close
What problems is the product solving and how is that benefiting you?
We use it for a ticketing system for our IT department.
Does It All Customer Support Service
What do you like best about the product?
I like the vast amount of features that are available, from the chat feature, phone calls, the ability to track specific categories and also to monitor feedback from customers based on our responses.
What do you dislike about the product?
I wish there were far more views available so that we could see more categories we are tracking. It would be incredibly helpful to have subviews within each category as well.
What problems is the product solving and how is that benefiting you?
It allows us to connect with our customers, students and members so that we can provide them with the support they need across all of our programs and product offerings.
Great software, untrained salespeople
What do you like best about the product?
Good ticket management, nice portal for end users, decent support services, nice documentation
What do you dislike about the product?
Salespeople that do not understand the software. They overpromised in the sales cycle far beyond the capacity of the tool. In writing, so I succumbed and believed it. Purchased the upgrade and now don't have the functionality I need.
What problems is the product solving and how is that benefiting you?
Managing SaaS interactions with B2B clients.
Zendesk has many options and is the only CRM to use if you're a B2B2C business.
What do you like best about the product?
I like how robust Zendesk is and how flexible it can be when you include apps from the marketplace.
What do you dislike about the product?
Zendesk can be difficult to use because it is so adjustable and because seemingly random things you'd expect Zendesk to include as basic functions are not. This can be overcome by learning about Zendesk and by getting help from their support team. Their new system for contacting Zendesk support reps can be frustrating, however. They can be slow to respond about non-urgent issues (so everybody reports every issue as urgent), and they frequently ask you to confirm what you already explained to them, adding more time to your exchanges. Before their help revamp, their support team was excellent. Now I get by mostly on my own, but I'm lucky to be already very knowledgeable about Zendesk and how it works.
What problems is the product solving and how is that benefiting you?
We are a B2B2C business, and many tickets require us to communicate with 2 different parties about the same issue. Zendesk is flexible enough and has a large enough app marketplace that we have found various solutions to support our needs.
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