Zendesk Suite
ZendeskReviews from AWS customer
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Great Support Management Capability
What do you like best about the product?
The thing I like best about Zendesk is the various integrations it has with other software. This makes ticket management and customer support activities much easier when working remotely across many different teams.
What do you dislike about the product?
The software has a bit of a learning curve and the web interface is not very intuitive or user friendly. We use this across our company for both IT and clinical customer support tickets. It took a little longer than I would have liked for the clinical team to learn how to use this tool efficiently. I also don't like that you need to have a different level of access to a different web application to pull reports.
What problems is the product solving and how is that benefiting you?
Allows us to effectively and efficiently manage IT tickets across multiple teams and escalate tickets to different departments when necessary. It also allow us to have access to VOIP capabilities for our teams providing customer service/support from home.
Be careful!
What do you like best about the product?
They have employees and support staff located in the Philippines and SE Asia time zone where we are located.
What do you dislike about the product?
Many things to dislike about Zendesk Support platform.
1. Their sales team says "yes" to everything but the reality is that you have to upgrade to a much higher and more expensive plan and so you don't find out until after signing up.
2. Their sales team, sales management and even Directors are "powerless". After escalating concerns, they "can't do anything about it".
3. Basic features from other providers are included but in Zendesk, it requires upgrading for higher fees.
4. System is too complicated to use. Different redirects to different portals and pages. Seems like a "barrel of monkeys" from a history of acquisitions of other systems.
I tried to resolve concerns for 90 days and was just left with either "nothing we can do" or "silence".
Despite how much money we spent, I went to another system and set it up entirely by myself in 1 day with ALL the features that you can only get on either their "Professional" or "Enterprise" plan for 70% less.
1. Their sales team says "yes" to everything but the reality is that you have to upgrade to a much higher and more expensive plan and so you don't find out until after signing up.
2. Their sales team, sales management and even Directors are "powerless". After escalating concerns, they "can't do anything about it".
3. Basic features from other providers are included but in Zendesk, it requires upgrading for higher fees.
4. System is too complicated to use. Different redirects to different portals and pages. Seems like a "barrel of monkeys" from a history of acquisitions of other systems.
I tried to resolve concerns for 90 days and was just left with either "nothing we can do" or "silence".
Despite how much money we spent, I went to another system and set it up entirely by myself in 1 day with ALL the features that you can only get on either their "Professional" or "Enterprise" plan for 70% less.
What problems is the product solving and how is that benefiting you?
They were not able to help solve any of my problems except for being able to assign support tickets.
The system features are so complicated that it made support processes harder.
The system features are so complicated that it made support processes harder.
Recommendations to others considering the product:
Find another solution.
Fast and efficient!
What do you like best about the product?
The agent was fast and managed to assist me and knew exactly what the issue was!
What do you dislike about the product?
That my cell provider won't send me MFA text codes (not Zendesks fault)
What problems is the product solving and how is that benefiting you?
The ones mentioned above.
Very good support ticket management
What do you like best about the product?
Integrates tickets from different channels
What do you dislike about the product?
Many options, sometimes complex to configure
What problems is the product solving and how is that benefiting you?
We can now manage all our support tickets, coming through different channels, in one platform
Well designed UI and workflows
What do you like best about the product?
Simple UI and basic elements of managing tickets without a huge learning curve. Starting to work with Help Center and hope to increase self-service options for customers.
What do you dislike about the product?
Not much. Getting helpdesk support can sometimes be slow, but responses are usually helpful. In customizing the UI (say, for Guide/Help Center), if I make changes to code, it's hard to track what was changed and thus revert to a prior state.
What problems is the product solving and how is that benefiting you?
Customer Success! A must-have tool for managing customer interactions. Planning now for our next stage of growth where we'll need to plan for sub-linear growth in support costs, via greater automation.
UI could be better
What do you like best about the product?
workflows, simplicity of the tool are good
What do you dislike about the product?
confusing UI, search feature with ticket no and consolidated list of all my tickets is hard to use or could not find
What problems is the product solving and how is that benefiting you?
ticketing for IT Ops
Recommendations to others considering the product:
can't think of any
Zendesk is an easy to use but powerful help desk tool
What do you like best about the product?
Zendesk's interface is easy to use and navigate. The interface is intuitive and the feature set is flexible enough to accomplish most tasks.
What do you dislike about the product?
While you can do many things through the UI, there are still some limitations that have to be overcome using custom-developed solutions.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to easily track our customer requests and ensure that they are getting timely and quality responses.
Love ZD, and have used it for years.
What do you like best about the product?
ZD is easy and flexible. It makes adjusting processes or tracking data very simple.
What do you dislike about the product?
At times, their updates can come as a surprise or too frequently.
What problems is the product solving and how is that benefiting you?
It helps us track and gain insights into our support tickets.
Great Speedy Support
What do you like best about the product?
Extremely fast support times and very knowledgeable
What do you dislike about the product?
So far nothing to dislike at the moment.
What problems is the product solving and how is that benefiting you?
For the most part Ticket Support cases. Like Work Flor and how the Permissions interact in the Zendesk System. Very helpful to have support when needed.
Recommendations to others considering the product:
Its worth it, helps alot.
Useful tool with an incredibly responsive and innovative team behind it.
What do you like best about the product?
You are never limited with this tool. It feels like building with legos. While simple to learn and use, it has the flexibility to let you get as custom, complex or creative as you can imagine.
What do you dislike about the product?
It's not pushing the envelope on creatively imagining the future of conversation design. I'd love to see the company come up with functionality that showcases how automation technology can remove limits and break assumptions about how conversations and communication work.
What problems is the product solving and how is that benefiting you?
Where Ultimate shines for us is in automation. The bot doesn't simply talk to the customer about what they need or just provide self-service resources, it can also access data, integrate with our systems, and actually solve issues for customers itself. The automation also helps simplify and automate processes on our back end to reduce agent effort and remove rote tasks.
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