Zendesk Suite
ZendeskReviews from AWS customer
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Overall great CRM platform
What do you like best about the product?
Easy system to navigate. Some changes have been made recently that I feel have definitely made zendesk even better! Also, nice to know that Zendesk support is there to help when customers need assistance. A good amount of help center articles as well.
What do you dislike about the product?
Sometimes there are some little bugs in the CRM when doing support tickets. If linking a ticket and trying to save another ticket that was linked, it encounters a conflict and does not complete the action. This happens a lot. Also, not being able to fire off automations immediately is a huge inconvenience. I do not want to have to wait until the top of the next hour to fire an automation I have set up. Please allow us to run automations immediately. It would be nice if there was better reporting for quantifying and qualifying trends of issues that users are reporting.
What problems is the product solving and how is that benefiting you?
Allows us to create different views so that we can track certain reported issues from our customers and its pretty easy to set up.
I haven't seen a more capable support ticket suite over the last 5 years
What do you like best about the product?
Explore Dashboards, help gain useful insights
What do you dislike about the product?
Some AI enhancements could potentially read keywords and offer recommendations for similar tickets for agent disposition.
What problems is the product solving and how is that benefiting you?
Managing the totality of customer support experience and service levels
Bad customer service (at least in LATAM)
What do you like best about the product?
I like that apps can be added to Zendesk to complement the tools.
What do you dislike about the product?
I don't like that you want to charge everything "separately" and that the customer service in Mexico and other LATAM countries is not the best. It makes no sense what you sell with what you offer.
What problems is the product solving and how is that benefiting you?
Have an omnichannel platform.
Good Software
What do you like best about the product?
The product documentation is very thorough and easy to follow, making setup and problem solving much easier.
What do you dislike about the product?
Limitations that impact more company/project specific setup preference. Example: Inability to redact PII that is not in the body of the message, inability automatically to send certain calls straight to VM without setting up a workaround, etc.
What problems is the product solving and how is that benefiting you?
Coverage of multiple phone lines by 1-2 staff members at a time.
Amazing and Smooth experience post the initial configuration and an excellent Support system.
What do you like best about the product?
Zendesk Support Suite helps manage the tickets and the workflow automation and in keeping the queries neatly and organized.
What do you dislike about the product?
Customizations of the fields and views are very limited.
What problems is the product solving and how is that benefiting you?
Enables me to handle a large number of daily queries in an organized and timely manner.
Great tool, pathetic implementation support
What do you like best about the product?
I have used Zendesk for over 4 years and it is a fantastic tool for supporting customers across different channels.
What do you dislike about the product?
Not much to complain about Zendesk as a support tool but the implementation support extended for a new account setup is nothing less than disastrous. We were promised free implementation support while subscribing to Zendesk and we started paid subscription 3 months back but to date, not even one action has been completed. Luckily I know a lot about setting up Zendesk and have done it myself to keep moving forward. But the sheet apathy towards an account paying you thousands of dollars a month is the last thing expected from a company that is all about Customer Support management.
What problems is the product solving and how is that benefiting you?
Supporting customers on emails, chat and calls.
User-friendly CRM software and very informative analytics reports
What do you like best about the product?
Zendesk Support Suite helps our start-up company manage our Support tickets which in turn helps our customers have an awesome customer support experience. Zendesk is greater compared to our previous CRM.
What do you dislike about the product?
Creating the needed dashboards to measure productivity is quite confusing so you'll need to speak with Zendesk Support Team or read about it online; having additional features (which I think should be part of all their subscription plans) like an organic time tracker, instead of installing an additional app, it usually means more subscription fee.
What problems is the product solving and how is that benefiting you?
They recently made updates on most interfaces that I interact with as Support Manager which makes reports and/or dashboards easier to create, generate, and share with my peers.
Zendesk Support Review
What do you like best about the product?
Zendesk Support is easy to reach, and also easy to get a feedback, either on your chat, or on your e-mail, if you leave the page.
What do you dislike about the product?
The Admin part of the website could have some improvements, regarding fields, forms, etc.
What problems is the product solving and how is that benefiting you?
Quick feedback > Allowing me to have quick feedback towards my clients.
Great and quick support!
What do you like best about the product?
I needed help to understand some of the Zendesk Features, and the support given was intuitive and understandable.
Overall a very good support-based tool which helps answer tickets and store our knowledge base documents
Overall a very good support-based tool which helps answer tickets and store our knowledge base documents
What do you dislike about the product?
Nothing I can think of, that makes me dislike the tool.
What problems is the product solving and how is that benefiting you?
Helping us in responding to our users' requests and providing them with the support they need
Solid Ticket system
What do you like best about the product?
Simple user interface, Agents liked it
Automation possibilities useful and time-saving
Automation possibilities useful and time-saving
What do you dislike about the product?
High price per agent, free licenses for background staff ("light agent") very limited
Poor integration with CRM Hubspot, this lead to switching supplier
Support only via Chat, with poor response time
Poor integration with CRM Hubspot, this lead to switching supplier
Support only via Chat, with poor response time
What problems is the product solving and how is that benefiting you?
Zendesk helped us standardizing our customer order process, this simplified and structured the collaboration with production control
Customer support not tied to individual email addresses, central point of contact
Customer support not tied to individual email addresses, central point of contact
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