Zendesk Suite
ZendeskReviews from AWS customer
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Used this in one of my previous job, great interface. Very neat and tidy.
What do you like best about the product?
Like I mentioned before, the interface is brilliant.
What do you dislike about the product?
The queues sometimes take a little longer to refresh.
What problems is the product solving and how is that benefiting you?
Used it in a previous role, was very handy in handling customer support requests.
The Full Package and the Last Stop in Customer Service
What do you like best about the product?
Before Zendesk, customer service was all over the place. Since migrating to Zendesk, our response time and quality have improved significantly. The support they offer is amazing also! Can solve any problem within the hour.
What do you dislike about the product?
I cannot think of any downsides! Perhaps the cost of hiring additional agents. I only wish it were cheaper so I could add more of my team. We are a small business and so the cost can be significant.
What problems is the product solving and how is that benefiting you?
It has allowed us to centralise our customer service systems, improve response time and quality, and overall upgrade our customer experience across multiple brands at once. The only platform I would ever consider for customer service.
Recommendations to others considering the product:
Spend time training and familiarizing yourself with the setup before getting to work! There are a lot of different things to consider.
Zendesk makes tech. support fun!
What do you like best about the product?
Clean, simple interface to manage all customer support, and share tickets with colleagues. Extensive search of past tickets, excellent for training new hires.
Zendesk never ever loses your partially-entered text, in case you accidentally close a window before replying.
Pasting images & graphics in a ticket is essential for good customer communication.
Clean, clear and simple dashboard to manage all outstanding tickets.
Zendesk never ever loses your partially-entered text, in case you accidentally close a window before replying.
Pasting images & graphics in a ticket is essential for good customer communication.
Clean, clear and simple dashboard to manage all outstanding tickets.
What do you dislike about the product?
Nothing to dislike, really. Except not being able to underline text.
What problems is the product solving and how is that benefiting you?
Zendesk enables us to manage and respond to all customer support. Nothing gets lost, no customer gets overlooked. Zendesk makes tech. support a pleasure.
Recommendations to others considering the product:
Good value for the money. Best way to do support. Nothing falls through the cracks. Easy to share and assign tickets. Excellent for training of remote personnel.
Easy to learn and use but still needs improvements
What do you like best about the product?
I like the chat and phone functionality and that a new window opens for the agent to take notes instantly if needed.
What do you dislike about the product?
The management of tickets as an agent (prioritizing tickets, receiving notifications about replies) and the search functionality need improvement.
What problems is the product solving and how is that benefiting you?
- Helps provide support at scale.
- You can integrate more platforms, tools that will help the efficiency of the team
- You can integrate more platforms, tools that will help the efficiency of the team
Great experience
What do you like best about the product?
The dashboard is easy to use and the team is always willing to solve our problems. We have got many good ideas to make our chatbot even better and have already seen some results as well.
What do you dislike about the product?
At the moment everything works smoothly, nothing bad to say.
What problems is the product solving and how is that benefiting you?
The chatbot solution has given us a chance to provide 24/7 customer service to our customers. It also helps our customer service by answering customers questions and doing a great job with that.
Awesome Product
What do you like best about the product?
Features and ease of usage, User friendly.
What do you dislike about the product?
None as of now, everything is working fine.
What problems is the product solving and how is that benefiting you?
Tracking the client requests, follow up and status of any query
Zendesk Suite is simply the best given it's a one payment for almost all of the ZD Product
What do you like best about the product?
You can do pretty much everything custom fields, macro, trigger, automation and many more.
What do you dislike about the product?
When you are on lower plan like Professional it does not have Sandbox
What problems is the product solving and how is that benefiting you?
Simplified ticketing system specially if you have multiple brand. You can use 1 single suite plan/instance in multiple brands
An easy to use customer suite with essential functionalities
What do you like best about the product?
Easy to use templates for emails is a great feature. Campaign and bulk email functionalities works easily
What do you dislike about the product?
Custmer service could have been better with respect to issue handling quality and pace. There is alot of pending issues yet to be addressed
What problems is the product solving and how is that benefiting you?
Data accumulation is one of the biggest problem that ZenDesk has solved easily, especially the self-service resource center is a bonus!
The really way to handle emails
What do you like best about the product?
Putting emails in pending to follow up at a later date if there is no reply.
What do you dislike about the product?
The price is a bit high as it is per agent per month.
What problems is the product solving and how is that benefiting you?
Email/Ticket routing with triggers. We can direct the correct email to the correct team or person automatically.
Great functionality but UI/UX leaves you wanting
What do you like best about the product?
Zendesk enables you to customize almost everything you could imagine from design, admin permissions and access, workflow customizations, and more. Once you know how to use everything, the functionality is there to serve your organization.
What do you dislike about the product?
The backend UI/UX of Zendesk is extremely lacking. It is difficult to find the modules I need to accomplish a specific task. As Zendesk adds more features, those features are added on without any apparent rhyme or reason, making it very difficult to navigate the backend. I particularly dislike how a new window opens every time I try to navigate to a different portion of the admin experience. Finally, user management is clunky at best - you have to open three user profile windows before you're able to edit their permissions. Unfortunately, the world's leading Knowledge Base platform has a KB that is so vast at this point it is almost impossible to find the answer you need, and articles are often outdated.
What problems is the product solving and how is that benefiting you?
Zendesk allows me to build, customize, and add on to a Knowledge Base without having to work with a web designer. Zendesk allows me to easily route tickets and support clients faster with less headcount.
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