Zendesk Suite
ZendeskReviews from AWS customer
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Perfect tool to Support my staff!
What do you like best about the product?
Easy nice layout which is nice to use, it's great
What do you dislike about the product?
I cannot think of any downsides to be honest
What problems is the product solving and how is that benefiting you?
organises and prioritises my tickets perfectly
Educated, attentive support with room for improvement.
What do you like best about the product?
The support team is very educated, mindful, and usually quick to respond. They have a ton of resources to pull from and usually have mulptiple solutions for your questions and obstacles.
What do you dislike about the product?
The team is very quick to just point to support articles, which there are a ton of, rather than personally address the issue at hand. The shear amount of knowledge and help articles is great but overwhelming.
What problems is the product solving and how is that benefiting you?
How to implement other features (E.g. chatbot, live chat, etc.) and reporting issues. This is helping our CS team become more efficient, providing a better consumer experience for our customers, and provididing clear data for our team to build upon.
Best Support Software ever for small teams
What do you like best about the product?
The best part about Zendesk is the Clean UI and ease of picking up chats. Ability to save template and be able to get it use it smoothly. Their knowledge
base feature is very helpful.
base feature is very helpful.
What do you dislike about the product?
Could've been better if we had the ability to integrate more tools that connect with other functions of the business like CRM, Email Marketing Solutions. Also, overall support can be better.
What problems is the product solving and how is that benefiting you?
Zendesk helps me to be able to get all the customer isssues under one roof. Me and my team can sort out issues and knock them off in no time versus managing everything via email.
A robust platform
What do you like best about the product?
Zendesk is a robust and highly customizable platform for customer service. We were able to quickly set up Zendesk for our organization and significantly improved our processes.
What do you dislike about the product?
It can be slow at times, and the integration between Support tickets and Chat could be tighter.
What problems is the product solving and how is that benefiting you?
Zendesk is serving as the place where all our support and some sales inquiries come in, get assigned to teams or individuals, and get resolved in a consistent and transparent way.
Zendesk Support is a delight to use.
What do you like best about the product?
Its ease-of-use day-to-day. from an end user, agent, or admin perspective, using the application for routine tasks cannot be simpler!
What do you dislike about the product?
Getting Zendesk off the ground and fully deployed to an organization can be a bit daunting, but Zendesk itself provides support in this area.
What problems is the product solving and how is that benefiting you?
It is a great ticketing tool to use for most customer service instances. Whether it be an internal helpdesk or solving external client needs, This product can cover all those bases.
Amazing Tool for Small Teams with Large Customer Bases
What do you like best about the product?
The ticketing format and overall cohesiveness of the platform are bar none of the best out there. Our team went from working out of a single sales email address to this glorious multifaceted workspace that can be customized to each agent's needs and preferences (for the most part) and the integration it has with our storefront provider, Shopify, is phenomenal.
But my absolute favorite part of it all is the ability to create a truly robust Help Center. We just recently updated ours to be available in Japanese which is our fourth largest customer base other than the UK and Canada. English to Japanese is a huge leap, but being able to use dynamic content to contextually provide translation has been fantastic.
Zendesk has been a dream to learn and implement and the ease of doing so cannot be understated.
But my absolute favorite part of it all is the ability to create a truly robust Help Center. We just recently updated ours to be available in Japanese which is our fourth largest customer base other than the UK and Canada. English to Japanese is a huge leap, but being able to use dynamic content to contextually provide translation has been fantastic.
Zendesk has been a dream to learn and implement and the ease of doing so cannot be understated.
What do you dislike about the product?
The inability to cycle through ticket tabs with a keyboard shortcut and the inability to rearrange those tabs by clicking and dragging is frustrating for all members of our team. Also, not having a built dark mode is annoying. There are paid extensions to work specifically with Zendesk, but in this day and age, you would hope for the option to be included for free by default. You can use browser extensions and Opera offers the option to force dark mode on webpages, but I'd rather it just be offered through Zendesk to begin with.
What problems is the product solving and how is that benefiting you?
We used to work out of a single email account and one of the biggest issues was customers sending multiple emails, or responding to their first one which would push their email thread to the top of the inbox, which we worked backward through. Switching to the ticketing format has enabled us to track everything and keep everything to a much, much higher degree. We are also able to see and understand the context of every interaction much more easily.
Zopim chat wasn't working
What do you like best about the product?
Really like the chat feature, we have it embedded in our app and web sites.
What do you dislike about the product?
It's a little complicated to setup, due to all the features that are available.
What problems is the product solving and how is that benefiting you?
It provides a means for our clients to get support by email or chat, and for us to track issues
The Flagship. Reliable, Smart, and Flexible
What do you like best about the product?
Massive and stable features
Agents Interface
Truly an omnichannel
Integrations. Integrations. Integrations
Flexibility and Dynamic tool
Relative Ease in Setup
Superior Whatsapp Integration
Agents Interface
Truly an omnichannel
Integrations. Integrations. Integrations
Flexibility and Dynamic tool
Relative Ease in Setup
Superior Whatsapp Integration
What do you dislike about the product?
Sometimes Support takes longer times to respond to issues that might be a showstopper for business
Very Expensive Plans
Brands management (If not on Enterprise)
Chatbot is very limited
Very Expensive Plans
Brands management (If not on Enterprise)
Chatbot is very limited
What problems is the product solving and how is that benefiting you?
I am using Zendesk across 3 literal brands under the same company. Over 250 live agents.
Zendesk covers all needs from Customer Complains, Inquiry, Sales, Aftersales, Tech Support, and much more
Zendesk covers all needs from Customer Complains, Inquiry, Sales, Aftersales, Tech Support, and much more
Recent Case
What do you like best about the product?
Ease of setup and use, Initial workflows are easy
What do you dislike about the product?
Lack of customizations without support assitance
What problems is the product solving and how is that benefiting you?
Knowledgebase article questions
Would Highly Recommend
What do you like best about the product?
The support is quick and responsive, and the helpdesk articles that they provide as well do a great job of clarifying things and assisting in reinforcing what the support agent is trying to explain.
What do you dislike about the product?
There is really only one complaint in regards to the support, and that's the response time from the support agent. The support time takes a little bit longer than you'd expect with a chat.
What problems is the product solving and how is that benefiting you?
I was unable to use my phone to make/receive phone calls and the Zendesk Support Agent was able to assist with that process and is benefitting now. Thankful for that!
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