Zendesk Suite
ZendeskReviews from AWS customer
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User interface is good, application support is very slow/disjointed
What do you like best about the product?
Easy to customize and easy interface for end users
What do you dislike about the product?
Ticketing support is delayed, often many days pass before you receive a response/total resolution. I use the chat feature and often have to wait overnight (and receive a response in those early morning hours) or into the next day. When I respond, usually many hours before I get another response. This can drag out over several days before the issue is resolved.
What problems is the product solving and how is that benefiting you?
We use as our internal helpdesk, where end users can request updates to our electronic health record, new user setup (phone, computer, sharepoint access, email account) or help with general IT support.
A great suite product to configure and start with.
What do you like best about the product?
The detailed help center articles.
Easy to use admin center.
Events section on all the tickets.
Easy to use admin center.
Events section on all the tickets.
What do you dislike about the product?
Not easy to do basic stuff like child ticketing etc.
The help center is a bit difficult to configure.
The help center is a bit difficult to configure.
What problems is the product solving and how is that benefiting you?
We are trying to scale up our support tickets and Zendesk being our channel partner is helping us solve this, with a data-oriented approach.
Recommendations to others considering the product:
Always review the Zendesk suite plans while you are looking at different CRMs in the market. It's a must-have CRM for every organization.
Great support
What do you like best about the product?
There are a lot of technical settings, you don't understand at first. And if I do not come right with the support suite the customer support in the chat function answered quickly and was very patient with my questions.
What do you dislike about the product?
It may seem confusing at first to go through all the small settings. I have to read sometimes through it 2-3 times to understand what i being said and what needs to be changed in order to fix the issue.
What problems is the product solving and how is that benefiting you?
Emails did not send out, so although we answered all emails the customer did not receive the mails, which can cause bad reviews in our business. Now all settings are correct and we hope we don't have the problem in the future.
Recommendations to others considering the product:
Zendesk is pretty simple to use. You may need some setup guide when programming it for more advanced settings but their support is great.
Rollout of Beta Dashboard Builder
What do you like best about the product?
The announcement rollout of the new feature is good as it comes with accompanying articles to reference what is available in the current and what is offered in the new version.
I was able to see the announcement on the current Dashboard page which is certain that the announcement would not be missed out.
I was able to see the announcement on the current Dashboard page which is certain that the announcement would not be missed out.
What do you dislike about the product?
The announcement could have hidden the "Try it now" button for non-enterprise customers. I could create the new Beta dashboard but was not able to open the dashboard as the Beta version is only available to Enterprise and above subscriptions.
What problems is the product solving and how is that benefiting you?
The support suite helps to centralize all the requests coming from internal and external customers. Besides that, the metrics of all tickets can be tracked in Zendesk Explore.
Recommendations to others considering the product:
It is easy to use with medium learning curve.
efficient in reply time
What do you like best about the product?
Managing tickets efficiently and good support
What do you dislike about the product?
The thing that many necessary features requested by hundreds of users will take years to be implemented but features will be released by Zendesk on regular bases simply because have been on Zendesk developers to-do list.
What problems is the product solving and how is that benefiting you?
centralizing all communication tools in one place, which makes it extremely crucial for human resource turnover and transferring jobs.
Zendesk Support Suite
What do you like best about the product?
Zendesk is highly programmable, allowing organisations to customise it based on their needs. Their support is also highly technical and more than willing to assist in these areas
What do you dislike about the product?
Certain expected features are not present, requiring 3rd party apps to supplement them. Zendesk can further improve on this aspect by implementing more highly user requested features.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us consolidate and track all our customer support info in a single location, providing traceability of replies & actions, and hastening our response time.
An excellent tool to track tickets
What do you like best about the product?
It allows you to create multiple brands which can be used to track different products, departments or vendors/campaigns. It is extremely easy to configure, and the support forum is rich with loads of information, so you always can explore features and the best ways to use them.
Support tickets can be easily tracked, and it does not require too many clicks for a CSR to drive the tickets. Also, the reporting is great and allows data to be scheduled in different formats like charts etc.
Support tickets can be easily tracked, and it does not require too many clicks for a CSR to drive the tickets. Also, the reporting is great and allows data to be scheduled in different formats like charts etc.
What do you dislike about the product?
The data export is not very flexible. You can extract data in a JASON format or a CSV format. However, you do not have the option to pull data for a specific date range when using the CSV export.
What problems is the product solving and how is that benefiting you?
We white label our product and sell it in partnership with different payroll vendors. Zendesk and its branding allow us to have unique email addresses that can be shared with our partners, and the overall support experience can remain the same for the end user without them knowing that the payroll vendor and HCM service provider are two different entities.
Recommendations to others considering the product:
Ensure you are clear on the business goal you are trying to achieve. If you are looking for a ticketing system, Zendesk is the answer. If you are looking for a CRM tool, Salesforce would be the right fit.
Zendesk Support Review
What do you like best about the product?
My company has used Zendesk Support for 10 years. Our customers are businesses and it allows the users to see their ticket history - Easy for agents to manage the ticket queues, see when new tickets come in and organize the outstanding tickets in a way that makes it easier to manage. It also has integration with our Atlassian Jira which is helpful in escalating tickets to our Data Center team or engineering.
What do you dislike about the product?
One of the things that has been a bit difficult is some limitations on the search function. The other thing is that our users are associated with their company\organization by their email domain and it has been challenging when a company changes their email domain. Also, when looking at users in the end user lists, they are not sorted in any particular order that makes sense, like grouped by company or alphabetical.
I wish that we could export data with some filtering capability - we create our own reports for analysis - I have not found the available reporting to be that useful. We have many, many tickets that are open for a long time due to the customer or nature of the request and so simply measuring on time-to-close is not a meaningful metric for us in most cases.
We have had some difficulty in getting customers to use the portal vs. email - they often will open a new request by responding to an email from an older one which then reopens that request or creates a followup - when the new thing has nothing to do with the new request. I call it "running a tab" - but it skews our ticket stats lower as we should have a new ticket for each new request.
I wish that we could export data with some filtering capability - we create our own reports for analysis - I have not found the available reporting to be that useful. We have many, many tickets that are open for a long time due to the customer or nature of the request and so simply measuring on time-to-close is not a meaningful metric for us in most cases.
We have had some difficulty in getting customers to use the portal vs. email - they often will open a new request by responding to an email from an older one which then reopens that request or creates a followup - when the new thing has nothing to do with the new request. I call it "running a tab" - but it skews our ticket stats lower as we should have a new ticket for each new request.
What problems is the product solving and how is that benefiting you?
It is extremely helpful to have a complete history of our interactions with customers. In a lot of cases, we can find answers to new questions by searching old tickets to find another time when we resolved the same issue; OR, customers want to know when they did a particular thing and we are able to find the event in their ticket history.
We are able to track which customers put in the most "how do I" type requests so that we can reach out to them and suggest additional training. It allows us to see if a new software release results in an increase in incident tickets.
We are able to track which customers put in the most "how do I" type requests so that we can reach out to them and suggest additional training. It allows us to see if a new software release results in an increase in incident tickets.
Recommendations to others considering the product:
This was easy to set up and we've used it for 10 years.
Overall Experience With Zendesk
What do you like best about the product?
Zendesk support suite has a remarkable interface
What do you dislike about the product?
None so far. everything is good. It is easy to use as well
What problems is the product solving and how is that benefiting you?
Zendesk is easy to use and so far, i did not encounter any issues using it.
Service was prompt and excellent!
What do you like best about the product?
Zendesk support suite helps my team and I keep our tickets organized, and customers happy! It also allows me to pull data for intraday, leading to more efficient scheduling and an overall great customer and agent experience!
What do you dislike about the product?
Building recipes can sometimes prove to be difficult, however I am getting used to it, and the Zendesk training has been a big help! I do not have much negative feedback! Maybe just keep the articles updated.
What problems is the product solving and how is that benefiting you?
Zendesk support helps me analyze intraday data and helps me solve staffing gaps. It also helps us communicate with our customers in a timely manner.
Recommendations to others considering the product:
It's a great tool if you know how to use it. Don't be afraid to ask questions... support is very helpful!
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