Zendesk Suite
ZendeskReviews from AWS customer
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6,534 reviews
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Very professional and integral tool
What do you like best about the product?
It may sound basic, but being able to collect customer information, ticket history, and even get meaningful data from the tool makes a very powerful helper for any Customer Success, Customer Support and Product team.
What do you dislike about the product?
I haven't had anything I didn't like so far. I've been using it for over a month now and it does what it tells you that it should do. One thing I remember, though is that their help center replies not so often. Maybe because we're a newer account, but it's something that we've noticed already.
What problems is the product solving and how is that benefiting you?
As I mentioned before, the ability to collect information not only from this ticket, but collect all tickets from the same account on a specific ticket history, makes it super easy to detect major issues in one account, create reports for EBRs, etc. We used another tool that was crazy when trying to collect info.
Simple & Powerful Support Suite.
What do you like best about the product?
Very simple to use i.e user-friendliness.
What do you dislike about the product?
No downsides noticed yet. I dislike some custom plugins that mess up the support suite.
What problems is the product solving and how is that benefiting you?
Zendesk makes the Customer Support & Success workflow very easy. It is also highly customizable.
Powerful but User Friendly
What do you like best about the product?
Very customizable! Easy to set up and implement however your business needs. Appreciate the ease of setting up canned responses and the UI is by far the best around.
What do you dislike about the product?
There's a LOT to learn in the explore reports and it can sometimes be difficult to nail down the right conditions for an automation. Would love to see more built in reports for some of the more basic things like agent by agent solve rates or week over week volume.
What problems is the product solving and how is that benefiting you?
Makes it easy to set up an all in one support queue with email forwarding, automatic responses, etc. Our team also uses the sales feature to bring in new business.
Zendesk is easy to implement and maintain
What do you like best about the product?
It is very easy to create triggers/workflow rules.
What do you dislike about the product?
Ticket sharing and analytics could use some work.
What problems is the product solving and how is that benefiting you?
Zendesk makes it easy to manage support requests.
Zendesk - Customer Experience, Customized!
What do you like best about the product?
I use Zendesk Support daily and I like how I can customize the features. It lets me automate my work and inbound ticket volume, which reduces errors. I like how I can also get detailed reporting on interactions with customers and agents. Keeping your inbound concerns sorted can be difficult, but through the use of Groups and specialized Views, Zendesk makes it easy. I can assign my teams to specific groups, and hide any irrelevant tickets. This allows the team to focus on the most appropriate task and not get distracted with secondary items. External users and organizations can also be customized, this allows me to further automate my processes and make sure that tickets get where they need to go as soon as they are created. Zendesk also has a great product support team available via chat, they provide prompt responses and pictures also.
What do you dislike about the product?
Zendesk does have a learning curve and requires input from the users to fully utilize its benefits. The amount of customization, while beneficial, can be intimidating for some. Zendesk makes training courses available, some are free while others have a cost associated. There are times when Zendesk releases a new feature, and although there is a great community for support it can be hard to find details on the release. I would like to see more availability for these updates, keeping them more frequent.
What problems is the product solving and how is that benefiting you?
Zendesk is helping me track who is contacting the team and why. I can easily track tickets using tags, types and dropdowns. Using the SLA feature has also allowed me to focus on hitting "targets" and tracking our success. I can also reward the team here for consistently achieving results. I really like that I can save time, improve accuracy and reward my team all within a single app. The Knowledge Base allows us to maintain our information in one place.
Recommendations to others considering the product:
Let Zendesk work for you! Take advantage of the automations and features.
They got back to me quickly and with great detail on how to fix my login issue
What do you like best about the product?
The chat support. I had it up while I was completing other tasks. This was perfect for what I was needing because I had to jump on a staff meeting and was unable to talk on the phone so having the option for chat support was fantastic!
What do you dislike about the product?
There was nothing to dislike as I was able to complete what I needed help with. As of right now I can't think of a single thing that is prohibiting me from completing tasks and keeping me organized.
What problems is the product solving and how is that benefiting you?
I was having troubles with logging in outside of just "resetting my password." Without having access right away I was not able to do any business which would have had a massive impact in a negative way if this was not taken care of.
A very good place with lovely environment
What do you like best about the product?
A very good learning.
Super Support
Supportive management.
Super Support
Supportive management.
What do you dislike about the product?
Nothing as of now all good
Will definitely let you know if any
Will definitely let you know if any
What problems is the product solving and how is that benefiting you?
A platform for handling customer support operations
Recommendations to others considering the product:
It's the best and flexible support for everyone
I love the functionality of Zendesk
What do you like best about the product?
Overall, I love the functionality of Zendesk. However, there are some changes made with the last update that I've not too happy about.
What do you dislike about the product?
However, there are some changes made with the last update that I've not too happy about.
What problems is the product solving and how is that benefiting you?
It's helping me as a queue coordinator to run reports to get the data that I need for my Team
Zendesk Review
What do you like best about the product?
Zendesk is pretty easy to navigate and keeps our tickets well-organized.
What do you dislike about the product?
There are times I need immediate assistance and had to submit a ticket instead of using an instant chat window. That being said they responded to my ticket very quickly and got my issue resolved.
What problems is the product solving and how is that benefiting you?
The Zendesk support agent was very helpful with my trigger (view) issue. They responded right away and provided helpful screenshots and an explanation.
Super useful for automating customer support features
What do you like best about the product?
Triggers and Automations help manage our customer interactions and allow us to prioritise issues in real time
What do you dislike about the product?
Customer support can take some time to reply, but they are very helpful and can usually fix my issue very quickly when they get in touch
What problems is the product solving and how is that benefiting you?
Automating the categorisation of our customer contacts has removed the need for a supervisor to sit and assign work
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