Zendesk Suite
ZendeskReviews from AWS customer
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Amazing experience
What do you like best about the product?
They allwre good and teid best to make sure things gets sorted
What do you dislike about the product?
There are some week points for support in every organisation so that's totally fine
What problems is the product solving and how is that benefiting you?
I had few issues which I couldn't imagine could be solvable but was happy to get it resolved
Recommendations to others considering the product:
Sure go for it for anyone
Easy, professional and helpful.
What do you like best about the product?
Easily understandable, fast, able to track tickets with precision.
What do you dislike about the product?
The email responses sometimes end up in SPAM folders, meaning customers dont always get our reply.
What problems is the product solving and how is that benefiting you?
How to handle customer service in general, but mostly its about following up and helping our customers. Making us a friendlier company :)
Quick, friendly, concise resolution!
What do you like best about the product?
Easy to contact, reasonably quick response time, and provided a single response that fully resolved my issue by linking me to an existing article/thread I was unable to find on my own from not using the right keywords. Very friendly and helpful.
What do you dislike about the product?
It seems a lot of long-standing customer requests on the forum go unaddressed or consistently are ignored/not prioritized, despite many customers upvoting the same request and providing consistent reasoning and use cases for why these feature requests would be tremendously useful or important to their teams. There are many years-old requests that have still not been selected for development (something as much of an obvious no-brainer as actual desktop notifications for new tickets or ticket updates) with no good reason provided.
What problems is the product solving and how is that benefiting you?
They have a thorough resource center for self-serve answering any questions you may have, and are available for human support should you need to find something trickier or ask about a feature you may be searching for or hoping for.
Solved my issue quickly
What do you like best about the product?
The easy web wedgit function is great while I'm working and have other tabs open
What do you dislike about the product?
Would be good if it had a notification sound
What problems is the product solving and how is that benefiting you?
Agent/account access
Stable framework with sufficient options to customize
What do you like best about the product?
- allows for a quick start without development effort
- can be enhanced by setting up advanced trigger logic and connecting external systems. That requires quite some effort, but is worth it!
- easy to understand trigger logic
- easy to understand help center structure
- option to connect muliple communication channels
- can be enhanced by setting up advanced trigger logic and connecting external systems. That requires quite some effort, but is worth it!
- easy to understand trigger logic
- easy to understand help center structure
- option to connect muliple communication channels
What do you dislike about the product?
- the single sign on feature applies to the entire help center. If you use multiple Help Center for different customer groups you need to build a workaround.
- nested trigger conditions can only be applied with a work around
- nested trigger conditions can only be applied with a work around
What problems is the product solving and how is that benefiting you?
We classify incoming customer support requests from various channels, route them to the right support team, enrich tickets with external information, prioritize tickets within a team and automate the resolution to a great extent. This framework allows us to scale customer support.
User friendly
What do you like best about the product?
The way it was constructed is awesome to use. The issues which the customers were raising, this platform makes it easy to describe their needs.
What do you dislike about the product?
Sometimes the chats it would disappear and we don't have the option to save the chats
What problems is the product solving and how is that benefiting you?
The cost its bit higher, if the cost its bit less then lots people can use of it
User-friendly Zendesk Support
What do you like best about the product?
Sharing more insights of solutions while getting solutions.
What do you dislike about the product?
Nothing for now as just used for API Integration.
What problems is the product solving and how is that benefiting you?
In relation to ZenDesk API integration.
Recommendations to others considering the product:
Well, the basis on my experience when we tried to build API integration with our CRM, the Zendesk support team has guided with their extension to API and knowledge on it.
Satisfaction for using Zendesk
What do you like best about the product?
Ticketing and response to our customer, best for coordinations
What do you dislike about the product?
design looks like an old dashboard kinda things
What problems is the product solving and how is that benefiting you?
incoming call not ringing
A Neat Support Platform
What do you like best about the product?
The solid infrastructure provided to any company
What do you dislike about the product?
The very fast pace changing support environment that the customers need to adapt.
Customers may be forced to use some undesirable changes made to the platform - they should be made optional instead. That would bring down the productivity of the customers.
From time to time, potential issues may be noticed by customers from the results of upgrades carried out on the support platform.
At one stage it was not easy (tough) to access to Zendesk support but this has just recently been improved.
Moving forward, Zendesk support has to not only consider non-technical customers (expectations may be simpler but demand smooth workflows) but also complicated technically bound customers (more demanding in terms of the complex integrity of how the system would work and behaves and integrate into their business operational workflow).
Further, Zendesk support may also like to cover scripting assistance to customers within the Zendesk platform. I have had experience in the past seeking help in this regard but was told off - nothing can be done and I'm on my own on this.
Customers may be forced to use some undesirable changes made to the platform - they should be made optional instead. That would bring down the productivity of the customers.
From time to time, potential issues may be noticed by customers from the results of upgrades carried out on the support platform.
At one stage it was not easy (tough) to access to Zendesk support but this has just recently been improved.
Moving forward, Zendesk support has to not only consider non-technical customers (expectations may be simpler but demand smooth workflows) but also complicated technically bound customers (more demanding in terms of the complex integrity of how the system would work and behaves and integrate into their business operational workflow).
Further, Zendesk support may also like to cover scripting assistance to customers within the Zendesk platform. I have had experience in the past seeking help in this regard but was told off - nothing can be done and I'm on my own on this.
What problems is the product solving and how is that benefiting you?
The existing Zendesk is providing somewhat easy-to-manage templates and useful linkages through different aspects of source - VoIP; messaging platform; emails etc. - for support in general. Once it is probably set up, it eases the support workflows for your business.
Recommendations to others considering the product:
It's a neat support platform.
Fast Resolution
What do you like best about the product?
I was able to get assistance quickly for the issue I was having and quickly resume by duites. The intergration with Talkdesk makes it close to impossible to preform my job when it's not working
What do you dislike about the product?
BOT feature is not very user friendly at all. You have to provide too many scenarios to get to the correct prompt for your issue. I liked when you could just send an email directly to support
What problems is the product solving and how is that benefiting you?
technical issues- quick resolutions to the issues regarding tech support. This made me more productive and able to perform my job properly. This tool is a major part of my role
Recommendations to others considering the product:
Quality support!
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