Zendesk Suite
ZendeskReviews from AWS customer
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Strong platform to provide support, Getting support from the company needs work
What do you like best about the product?
The modularity and customization of the platform is excellent. Overall, the functionality is integral to our business and the ability to directly integrate into our SAAS platform was key to remaining a customer
What do you dislike about the product?
The overall customer support of this customer support platform leaves room to be desired. There is a lot of documentation but it feels incomplete, scattered or out of date and an over-reliance on community answers.
What problems is the product solving and how is that benefiting you?
As a platform, it allows our customers multiple paths to reach support and the flexibility of Side Conversations and the Slack integration are invaluable to our daily operations
Very user friendly ticketing system
What do you like best about the product?
I like the option to use personalized macros and shortcuts very much. It saves a lot of time while working on tickets.
What do you dislike about the product?
I want to be able to favourite/bookmark my macros, which are not yet available.
What problems is the product solving and how is that benefiting you?
Duplicate tickets are automatically closed out by Zendesk itself, without manual checking which saves more time.
Great customer support
What do you like best about the product?
Knowledge of the product. Able to fully understand the knowledge of their product.
What do you dislike about the product?
Quicker initial response time, I feel like the initial response time is slow.
What problems is the product solving and how is that benefiting you?
Customizable but lacking key features for our org.
Strong, user-friendly omni-channel customer experience solution
What do you like best about the product?
Zendesk allows requesters to raise a question or concern in a variety of ways (channels), ranging from email to phone to text to chat to messaging and even social. The real power of Zendesk is being able to easily see all of the queries raised by someone in a single place and being able to respond in the most appropriate channel even if that differs from the original method of the inquiry.
What do you dislike about the product?
While Zendesk has improved its product communications, I still "stumble upon" new features that I at least did not see in their announcements. In addition, I have worked with three organizations recently who are leaving Zendesk for another tool due to the lack of native support for ITSM.
What problems is the product solving and how is that benefiting you?
Zendesk is an easy tool for "agents" to learn to use to provide timely responses to clients / customers and provides strong reporting and analytics through the Explore tool for management to keep a pulse on the service to customers.
Streamling CS 85% great, 15% unnecessarily complicated
What do you like best about the product?
The personalized organization I can do for my organization and work tasks. I love being able to create my own tags and fields for different sort of operations.
What do you dislike about the product?
Sometimes the jargon they use is unnecessarily complicated. I often find myself on help articles trying to understand their vocabulary. It can be very time-consuming looking through their articles, some of which are dated, to find what exactly I'm looking for. You will often find many users requesting a simple feature over many years, which never gets implemented or commented on by ZenDesk employees. Perhaps we're using a more limited version, but I think the "word cloud" feature should be greatly improved upon.
What problems is the product solving and how is that benefiting you?
It streamlines customer interactions and stores them for easy recovery/creating insights based off of user behavior with our product. It's improved our ability to quickly respond and help our users.
Zendesk for MSPs
What do you like best about the product?
For our team , its making life easier and simple.
Zendesk Suite allows our customers to call in to our team and we know exactly who they are allowing us to help them in the best way possible
Zendesk Suite allows our customers to call in to our team and we know exactly who they are allowing us to help them in the best way possible
What do you dislike about the product?
Mobile Apps could be better , accessing zendesk via the web when needed on mobile or iPad is a little difficult.
What problems is the product solving and how is that benefiting you?
Customer Contact solutions, we have a lot of APIs connected to Zendesk this allows us to work more efficiently
Always helpful and extensive resources
What do you like best about the product?
I love how it can be customised to each business. The functionalities of Zendesk are endless.
What do you dislike about the product?
As a support company they do have quite a lot of self-serve to sift through before you. find your resolution. Luckily you can access Agent support at any time for more complex issues.
What problems is the product solving and how is that benefiting you?
My business has multiple types of customers. Zendesk also me to segment and prioritise each customer cohort. Zendesk also offers incredibly insightful reporting capabilities so i can predict traffic etc.
Love the vision, frustrated with the data limitations
What do you like best about the product?
We love the chatbot and guide features t
What do you dislike about the product?
Zendesk is very limited in its data capabilities and they are behind in deploying features and resolving issues for their new chat messaging.
What problems is the product solving and how is that benefiting you?
We are able to respond and group customers better. However the chat product is very limited in how we want to locate and analyze customer requests.
quick & easy
What do you like best about the product?
Getting in touch with an agent is easy and quick.
What do you dislike about the product?
Too many options, the page was a little
Overwhelming
Overwhelming
What problems is the product solving and how is that benefiting you?
It helped me figure out a trigger that I need to make. It's benefiting me because I don't have to figure it out by myself.
AI instead of humans
What do you like best about the product?
Zendesk support is marginally helpful once you jump over all of the AI hurdles and bots to reach a live human being. If the question is simple, you'll get a simple answer, generally in the form of a Help Center link that you could have found on your own (or did find and determined it insufficient).
What do you dislike about the product?
If your question is complex, you'll get vague answers from Support or bounced around from team to team while they all point the finger at each other. Hopefully the acquisition will Make Zendesk Customer-Centric Again?
What problems is the product solving and how is that benefiting you?
Zendesk Support is most beneficial when contacted through the chat widget within an existing account with a very straightforward question. I would get more benefit from a proper account manager that was dedicated to our success, but that seems too hard for Zendesk to manage so the Support team is the next best option.
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