Zendesk Suite
ZendeskReviews from AWS customer
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Overall a quality CRM platform that is simple to use out of the box
What do you like best about the product?
Zendesk is simple to use out of the box. The platform supports talk, chat, and email with minimal tech resources for the smaller organizations to get started.
What do you dislike about the product?
While ZD is easy to use, there is minimal pre-made reporting for the different contact channels. It is designed for each organization to develop their own reporting but SMBs may not have the tech expertise to develop it.
What problems is the product solving and how is that benefiting you?
Zendesk was able to provide my organization with a simple single solution that included common communication channels with consumers along with ticketing in a single package.
Recommendations to others considering the product:
Zendesk is easy to implement and get up and running but will need some expertise to learn to use its full functionality.
Not enough human support when required
What do you like best about the product?
There are so many benefits using Zendesk Support Suite such as messaging, answer bot, articles and ticket triggers - if you can utilise its features, this is a great platform for your customer service offering.
What do you dislike about the product?
As a small business with limited resources, I find Zendesk very complex to use, if i have a question its an endless search through articles which I have to read several times to make sense only to have fallen down a rabbit hole of other article suggestions I feel I need to read. It would be great to have the support that is easy to access where I can ask a specific question and have this answered and executed where required by a Zendesk team member - not chat bot articles.
What problems is the product solving and how is that benefiting you?
Being able to service customers/users from multiple teams in our organisation and be able to reassign tickets to the correct team should they land in the wrong group by a user mistake. This makes quick work for our agents to be able to redirect tickets internally without having to the inconvenience the customer by asking they send another enquiry to the correct team.
Recommendations to others considering the product:
Make sure you have a strong technology team to suport set up, ongoing changes and utilising Zendesk.
Natural to use but powerful
What do you like best about the product?
The natural feel of the end-user experience is what has drawn me to ZenDesk in the first place. Email replies that feel like a normal email chain are amazing.
What do you dislike about the product?
I haven't found many thus far. I wish the triggers were a little more intuitive or powerful. I'd like to be able to be more selective with who stuff gets sent to
What problems is the product solving and how is that benefiting you?
Easy to user and good looking ticketing. It helps us present a great image and allows us to speedily respond to our internal customers.
Recommendations to others considering the product:
It just works, when so many other systems are quite convoluted or clunky.
the best support suite for technology providers
What do you like best about the product?
We moved to Zendesk a few years ago from another system, after trying a few of the alternatives, and do not regret that move. There is a long list of available features for ticket and user management, as well as comprehensive automation options, and available integrations.
What do you dislike about the product?
one thing I do not like is a pretty weak live chat module which is not as flexible as in some other systems. It's adequate for the tech support but not as a marketing channel so we have to use a different live chat service on our main site and it's not ideal.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support Suite to provide technical support to our eCommerce clients, manage communications with clients about the custom projects we work on, and grow the knowledge base with self-help articles.
Recommendations to others considering the product:
This is a great and comprehensive system for a technology provider to manage tech support to the customers.
Great product but no assistance with setup
What do you like best about the product?
If you have the time and resources, there are infinite ways to customize this platform.
What do you dislike about the product?
Development/customization comes at a high cost. The support options are minimal (no phone number to call) unless you pay additional.
What problems is the product solving and how is that benefiting you?
It allows us to centralize all our communications via email and keep records of our email communications with customers.
Best Ticketing Tool
What do you like best about the product?
Best Ticketing tool I've ever seen in my whole IT career, like animation, proper Track list.
What do you dislike about the product?
grouping option is not available, means which person is from which team??
What problems is the product solving and how is that benefiting you?
Technical
Good tool and service, a bit pricy though
What do you like best about the product?
Lots of possibilities to automise and set triggers. The help center is a good feature as well. I like that you can have internal and external content.
What do you dislike about the product?
You can have macros either for a group or for one person. If you want to have a macro for two people you need to set up a group. That is a bit complicated.
What problems is the product solving and how is that benefiting you?
We manage all our written customer communication with zendesk and have all departments involved in zendesk so that they can give their feedback, too.
Recommendations to others considering the product:
It's a pricy solution compared with the competition, but it gives a lot of features others do not offer.
Good experience with minor quirks.
What do you like best about the product?
I love that any time I want to expand ZD capabilities, there are always a ton of different help center articles and comments with agents helping other users who are in a similar predicament as I. So let's say I need to tweak ZD to do X and there's not an official way to do it, I can get pretty darn close to finessing it with a mix of the article and the comments of the article. I also love the ability to really customize how you want the ticketing forms to look.
What do you dislike about the product?
Currently, this Z Bot that pops up after moving to any new part of ZD (whether it's a new ticket, a new view, a new tab in ZD) it follows me around and auto-opens. If you're going to give us new features, give us the ability to turn them off. Now all I heard from my agents is that they hate this. Additionally, different parts of ZD were clearly built by different UX designers. For example, to view/edit my own views, they put it in this weird drop down in the admin center > views section that makes it very difficult to navigate... it's not designed for common sense (respectfully). BUT in another section of Zendesk, like maybe fields or forms or something in Explore, everything is completely easy to grasp. Just the design of ZD is not consistent which makes it difficult.... hence the need for more guidance to help center articles. But sometimes that can be really tricky because I need other departments to do X task for me, but to even navigate to the part of ZD that does that I need to write very clear instructions to my team -- because again, the design is funky, inconsistent across the platform, etc.
What problems is the product solving and how is that benefiting you?
Our main problem was needing more clarity on classifying/collecting data from tickets. A lot of ticketing systems don't let you customize, so I appreciate Zendesk's ability to let me do that.
Recommendations to others considering the product:
It takes at minimum 1 month to get things set up for a support team of less than 5..... definitely takes a lot of work in the beginning but sooooooo worth it once you have everything working and going.
Fast, efficient and graceful
What do you like best about the product?
The clarified way that the articles are done, as well as the simple and friendly manner the agents communicate and put effort into resolving the problem.
What do you dislike about the product?
There are some behaviors needed, for example, creating follow-up tickets without all information from past tickets or the possibility of updating information on closed tickets.
What problems is the product solving and how is that benefiting you?
It is accelerating our client communication and helping us keep the workflows organized, for customers and employees.
Zendesk has many capabilities, but is not always the most user friendly.
What do you like best about the product?
It supports call, chat, email and help center content in one system. The user can then pull data across these channels to see that SLAs are being met. I cannot speak to how it performs against its competitors, as Zendesk is the only ticketing system I have used.
What do you dislike about the product?
It is sometimes difficult to know where to go to find things or to keep things organized by the views. The logic to create views and triggers can be challenging.
What problems is the product solving and how is that benefiting you?
Communications with investors. We do not have an incoming call center or a phone number, so Zendesk is the way for investors to reach out to us with questions or concerns.
Recommendations to others considering the product:
It takes a bit of getting used to, but then it becomes quite useful.
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