Zendesk Suite
ZendeskReviews from AWS customer
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With Zendesk since 2016 and overall it has been a good experience
What do you like best about the product?
I like the ability to modify workflows and reporting. Help Center is an easy user experience to set up as well as the chat widget. I'm not sure how it compares to other platforms, I've only used Zendesk. I would like to see the ability to send mass texts and emails without putting in one user at a time.
What do you dislike about the product?
I have had a hard time with the support. In the past, agents want to point you to an article right away. While I appreciate that, I'm not taking the time out of my day to be sent an article. I'm writing in for hands-on help to figure something out. Zendesk is a beast of a platform and there is so much back-end configuring required to create or modify new things. With recent changes, you are now telling your accounts what's considered urgent or not when sending a chat request. I personally don't appreciate that. I may be able to communicate with my clients but I have missing tickets which impacts our business. That's important to us. Also, when I take time out of my day to solve a Zendesk issue, I want to solve it when it works with my schedule, not yours. The new process doesn't feel client-centric at all.
What problems is the product solving and how is that benefiting you?
It provides a ticketing platform for our company that allows robust reporting. We have all features in one place, calls, chats, and emails. All of this has allowed our business to get ahead of problems with reporting or has allowed us to provide a quick fix before issues get out of hand.
Definitely recommend!
What do you like best about the product?
Zendesk offers the ability to completely redesign the Help Center from the ground up, using their build-in code editor. It makes you feel like you are in control of your own Support System.
What do you dislike about the product?
I have not found a feature I dislike yet and we have tested much different Omnichannel software.
What problems is the product solving and how is that benefiting you?
I have only ever had to contact Zendesk Support for two minor issues that I have either figured out the issue myself by explaining the situation or it has been quickly resolved.
Recommendations to others considering the product:
The full suite is definitely a no-brainer. You get the whole package for a pretty decent price, whereas other companies will try and sell you different software at different rates.
very frendly
What do you like best about the product?
user interface and zendesk full fill our requirement
What do you dislike about the product?
zendesk must have developer support to get quick customistion
What problems is the product solving and how is that benefiting you?
zendesk taking care of my support ticket and chat as well as my help centre.
Zendesk is a game changer!
What do you like best about the product?
The collaboration aspect of Zendesk is the best feature, easily merging tickets, assigning tickets to others, and being able to hop on a ticket that someone else is actively working on.
What do you dislike about the product?
The thing I think everyone would benefit from more is a more built-out phone system. I know Zendesk works with Twillio now but a native phone system that doesn't rely on a thrid party would be great.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is allowing us to collect vital data on Support trends and externally and internally that we as an organization can then utilize for changes internally
Recommendations to others considering the product:
Give it a shot! Zendesk offers a free trial as well to play around, it is worth giving at least that a shot
Easy to use, wish there was more reporting
What do you like best about the product?
Ease of use and ability to link problem tickets. Its easy to integrate with dialpad and live take notes during calls.
What do you dislike about the product?
hard to filter and find specific tickets. Typically you have to search for keywords to find the ticket you're looking for, not filterable by time frame.
What problems is the product solving and how is that benefiting you?
quickly connecting calls to tickets, it was hard for us in our old program to take live notes while on a call.
Recommendations to others considering the product:
I would recommend it for teams looking to grow, it makes it easier to take details notes.
Excellent Support Platform
What do you like best about the product?
I love the ability to customize each aspect of our ticketing and the support portal. Zendesk has allowed our team to not only stay on top of all support issues that arise but to work more cohesively as a team
What do you dislike about the product?
After using Zendesk as long as we have, the only downside I see is not being able to fully utilize the entire platform. I realize that has nothing to do with Zendesk and more to do with our team but if I have to include something I dislike, its on us and not on Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk has allowed us to standardize how the organization submits support tickets. It has also allowed for a better flow of communication to take place among our support team.
Recommendations to others considering the product:
Always document and streamline your processes before setting up Zendesk since its not the job of the platform to tell you how to do your job but rather help you to execute your job.
Ticketing and Knowledge base partner
What do you like best about the product?
The possibility to preserve the user's demands control is an ace provided by Zendesk. We use it to keep the people informed, and even with access to our internal knowledge base, it works fine with the Guide options. Usually, you may need to use add-ons or plug-ins to complement specific about approvals.
What do you dislike about the product?
In some cases looks not fully user-friendly, but touching up the possibilities is a helpful tool, that requires time to be familiar in most cases. Not impossible but helpful as expected.
What problems is the product solving and how is that benefiting you?
Having access to information and commonly asked questions is part of our benefits, unify the knowledge in one unique place helps us to complement the normal onboarding and users requirements flow.
Exceeds in areas, falls short in others
What do you like best about the product?
After digging in and finding solutions you can accomplish a lot, unfortunately, you're forced to improvise solutions that solve for your needs. Great reporting (when it's accurate) Their support team is fast, friendly and knowledgeable!
What do you dislike about the product?
Reporting is very unreliable, with identical queries often returning different results. Their account managers call until you tell them to stop. My account manager called repeatedly while I was on vacation, then went down the list of old contacts they had on file to tell them they were "urgently" trying to reach me. When I finally broke down and called while on vacation, it ended up being a sales call, needless to say, I was livid and that experience left a really bad taste in my mouth.
What problems is the product solving and how is that benefiting you?
It helps us stay in touch with our customers, and organize/funnel contact in ways that work for us. Using triggers and settings we can effectively control SLAs and keep our tickets moving quickly.
Lots of nuances to work through
What do you like best about the product?
Being a cloud-based application is extremely helpful. There are a lot of things you can do with Zendesk, just have to know what can be done. There is a lot of documentation on how to use the system.
What do you dislike about the product?
The system is quirky and uses tags too much. It is very difficult to get data reports out of the system. Would like to see that streamlined and have confidence in the results.
What problems is the product solving and how is that benefiting you?
Zendesk is helping my organization track customer support issues. While it isn't as costly as other products, it also doesn't seem to be as user-friendly as them either.
My feedback
What do you like best about the product?
Lily was extremely helpfull with our chatbot project
What do you dislike about the product?
nothing really to dislike. everything seemed easy
What problems is the product solving and how is that benefiting you?
helping us wiht our busy customerservice
Recommendations to others considering the product:
easy to manage, easy to use.
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