Zendesk Suite
ZendeskReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
6,463 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Still could be better
What do you like best about the product?
I like Explore section, it is nice to see statistics. Macros, tags, triggers, and automations are helping too.
What do you dislike about the product?
I don't like that every time I contact Zendesk support I get a bunch of articles to read, instead of guiding me and answering my question straight away. I had only Taylor G. that was very professional and it took me a very short time to solve my questions with her help.
I don't like that we are able to use the Answer Bot, but there is no option to track what users are typing and that is the most important data! Also, the Answer Bot statistics is not quite clear to understand. Clicked articles - was always zero, so we reported and apparently there is a bug on your side.
I don't like that we are able to use the Answer Bot, but there is no option to track what users are typing and that is the most important data! Also, the Answer Bot statistics is not quite clear to understand. Clicked articles - was always zero, so we reported and apparently there is a bug on your side.
What problems is the product solving and how is that benefiting you?
Zendesk Support is connected with our App and website and Facebook. It is very nice and comfortable way to communicate with customers.
Great system that makes it easy to take the busy work out of supporting our customers
What do you like best about the product?
The ability to create a number of automations and triggers to help with assigning tickets and sending notifications to customers without the team having to manually review all tickets. Since implementing Zendesk we have seen a heavy increase in our Customer Satisfaction rating and a big improvement in our response times.
What do you dislike about the product?
There are some great features that have some odd limitations. Not being able to bulk update group memberships via CSV but being able to bulk update users/organizations through this method.
What problems is the product solving and how is that benefiting you?
We originally had an in house system that had no tie in to any of our other support channels. This system required a lot of manual work to ensure the correct information was present on the ticket etc. With the Suite, we have all of our support channels in the same system which means the support engineers have to switch between windows less and allows them to concentrate more on helping the customer.
Recommendations to others considering the product:
Take your time with setting everything up and plan it out
Sophisticated System
What do you like best about the product?
I love how easily each Zendesk instance can be personalized. You can create triggers, automations, groups, views, etc, depending on what your company needs and what kind of support requests you are addressing. This helps make agents more efficient and ultimately gets our customers faster responses and resolution times.
It's also very rare that we experience bugs. If we do, they're always addressed effectively and efficiently. I love that Zendesk has their own chat feature, so their customers can reach out for quick help and answers.
It's also very rare that we experience bugs. If we do, they're always addressed effectively and efficiently. I love that Zendesk has their own chat feature, so their customers can reach out for quick help and answers.
What do you dislike about the product?
Because there are so many possible different customizations, it can make managing Zendesk complicated. I am a relatively new admin, so it could just be a learning curve! But there are so many intricacies to be aware of.
What problems is the product solving and how is that benefiting you?
We have different types of agents on our Support Team and have set up multiple Groups and Views for these agents. Then, we set up triggers and automations to route the appropriate tickets to their corresponding agents. This helps save time routing tickets to specific agents from a general queue manually - they'll instead go straight to the correct agent.
We also have lots of macros set up to help agents answer common questions quickly and without much effort.
Having chat also enables our customers to reach out and get help quicker than if they were to email and create a ticket instead. Assisting customers in real-time generally produces faster resolution times and happier customers.
We also have ticket fields configured so that agents can select what topic customers are reaching out about. This allows us to generate reports on specific topics and see what issues our customers are commonly facing, how often they're reaching out about the same thing, or what kind of FAQs we're answering. In turn, we can create Help Center articles as resources, clarify confusion with in-app notifications, build new features, improve existing features, etc.
We also have lots of macros set up to help agents answer common questions quickly and without much effort.
Having chat also enables our customers to reach out and get help quicker than if they were to email and create a ticket instead. Assisting customers in real-time generally produces faster resolution times and happier customers.
We also have ticket fields configured so that agents can select what topic customers are reaching out about. This allows us to generate reports on specific topics and see what issues our customers are commonly facing, how often they're reaching out about the same thing, or what kind of FAQs we're answering. In turn, we can create Help Center articles as resources, clarify confusion with in-app notifications, build new features, improve existing features, etc.
Recommendations to others considering the product:
I recommend using the Help Center and taking any courses you can to learn about the tool! There are so many features to utilize - taking a structured course helps organize your instance and make the most of it.
Quick and resourceful
What do you like best about the product?
An upside to the ZD Support Suite is I can reach an agent at any time to answer questions I may have about the product I'm using. I'm always met with kindness and given thorough responses to help resolve an issue I may have. For example, when I needed assistance with how to send an outbound message using BCC, the agent was able to look into my account, find different ways to solve for this issue and if there were other ways to approach the issue. The agent listed helpful tips, needed functions in order to send a message using BCC, resources and also offered to walk me through the process step-by-step if needed. Although I wasn't able to implement the function, it was still helpful to receive this amount of support.
What do you dislike about the product?
Some dislikes are that I'm unable to find answers quickly for my questions if I don't have time to wait for a live agent to help with a question. It can be difficult at times when attempting to self-solve an issue because I do not have much free-time to browse through multiple forums just to try finding an answer to my specific problem.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is helping me solve problems when I'm unable to find a solution on my own. They're able to understand my problem, take the time to research multiple options of how to resolve said problem and give an honest answer of the options available to me.
It's great knowing I have the support of ZD team members when needed.
It's great knowing I have the support of ZD team members when needed.
Recommendations to others considering the product:
When considering Zendesk Support Suite, think about your company's needs and the problems you're looking to solve, whether to send tickets or have a live chat/chatbot function. If these sound like solutions that will help solve those needs, then ZD Support Suite may be for you.
Solid product
What do you like best about the product?
The intuitive design is what I like the most. I find it pretty easy to find what I need and have been able to customize quite a bit. The support team is always very helpful. There's also a vast amount of support articles and "recipes" to help us achieve our desired outcome. I personally love how customizable triggers and automations can be. We use them for a number of different things. Product aside, the support I get from the account management team is second to none. Always available! Always helpful! We have 7 accounts now and it wouldn't have been possible without the help from our account manager. He gets a 10 out of 10!
What do you dislike about the product?
Advanced reporting can be challenging, but isn't insurmountable. There's a learning curve but once you get the hang of it, there's so much that can be done! I'd say the biggest challenge was learning how phone calls are structured with legs and how that feeds into Explore metrics. There have been times where I could tell a feature was pretty new and we ran into limitations that probably shouldn't be there. It doesn't happen so much that it makes to product unusable. Just a minor nuisance.
What problems is the product solving and how is that benefiting you?
Various support teams.
Recommendations to others considering the product:
Give yourself plenty of time for setup if it's your first time. There are many customizable features in the platform, and you'll want to take your time going through them.
100% WOULD RECOMMEND
What do you like best about the product?
The available reports have helped is to focus on what matters in the customer experience.
The views are awesome to organize workflows.
The views are awesome to organize workflows.
What do you dislike about the product?
Nothing to be honest, the product and the support afterwards is really good
What problems is the product solving and how is that benefiting you?
We are centralizing all of our customer requests through Zendesk, it has helped with more than 5 teams workflows and efficiency
Great product, brilliant support!
What do you like best about the product?
the user-friendliness, and the availability of the support agents.
What do you dislike about the product?
the plans are not very clear making it hard to understand what you need to get what you want.
What problems is the product solving and how is that benefiting you?
Customer service needs.
Zendesk is a great platform for smaller purposes, but lacks some customizability
What do you like best about the product?
The agent interface of Zendesk is one of the best we've seen. It is intuitive for our agents to use, which cuts down on required training time. The reporting paradigms are solid and easy to understand. The ticket, tag, user, and field data paradigms fill gaps that other tools struggle with. The overall conceptual basis that Zendesk is constructed upon is inspired.
What do you dislike about the product?
The Zendesk reporting tools can be slow, and poor at working together with each other, and unintuitive for purposes outside of the initially demonstrated behavior. Working with Explore will often result in inexplicable errors that require a page refresh to fix, irreversible mistakes due to the dashboard auto-save functionality, and user-programmed functions clearly not acting according to their code.
The support team for Zendesk is often backed up, and I have had tickets wait for multiple weeks before being addressed. When asking the support team about the issues mentioned above, they often cannot solve the problem, which would be acceptable if cases were escalated within a reasonable amount of time.
Some Zendesk agent functions, such as the play button and agent statuses, do not come with adequate corresponding reporting functions in Explore to determine use. Even reporting on historical call queue data can be difficult, and reporting functionality for finding online agent counts at given times is nonexistent.
For all of the inspiring conceptual bases, Zendesk has a lot of rough edges that could be drastically improved.
The support team for Zendesk is often backed up, and I have had tickets wait for multiple weeks before being addressed. When asking the support team about the issues mentioned above, they often cannot solve the problem, which would be acceptable if cases were escalated within a reasonable amount of time.
Some Zendesk agent functions, such as the play button and agent statuses, do not come with adequate corresponding reporting functions in Explore to determine use. Even reporting on historical call queue data can be difficult, and reporting functionality for finding online agent counts at given times is nonexistent.
For all of the inspiring conceptual bases, Zendesk has a lot of rough edges that could be drastically improved.
What problems is the product solving and how is that benefiting you?
It is hard to pin down one particular concrete benefit of using Zendesk, but is trivial to find examples of problems and roadblocks we have faced using other tools that are now entirely bypassed. No longer do we need backup tools for downtime, weeks of agent training to use basic functionality, or constant customization requests for basic and obvious organizational tools. Our agents require less unnecessary oversight, and we are more easily able to set them up for success.
Recommendations to others considering the product:
Make sure Zendesk meets all of your needs before using it. Consult with others that have used Zendesk. If it meets all of your needs, it is the best tool for you. If it does not meet all of your needs, you may need to use a support solution that is lower-quality in other areas.
On point solutions
What do you like best about the product?
Good cross-channel support, a lot of utility "right out of the box," helpful reps if you have a question.
What do you dislike about the product?
Answer Bot offers few ways to improve it's suggestions. Help Articles are often years old and out of date, searching will often not yield more current results.
What problems is the product solving and how is that benefiting you?
Answer Bot is a helpful, albeit limited, way to put eyes on our help center. Help Center customizations are easy to create, update, and organize. Integration with texts and Twitter is easy.
You can make it what you want it to be
What do you like best about the product?
Zendesk allows us to support our customers in the way our customers want to be supported. They have created a platform that is comprehensive and simple at the same time. I have used Zendesk at multiple workplaces, and each implementation was unique and effective. The creation of Zendesk Suite makes billing more straightforward, and getting additional features for a minimal increase is worth it.
What do you dislike about the product?
Zendesk has a habit of adding enhancements that take away previous functionality. It's hit or miss if it will ever come back. This seems to be an overall strategy as it's happened in Support, Guide, and reporting.
What problems is the product solving and how is that benefiting you?
We utilize multiple channels to support our business users and end users. The Help Center is a great tool for self service, but even better is the Web Widget which allows us to provide contextual help within our own app.
Automations and Triggers are powerful to take the burden off of agents and managers by putting tickets where they should go and completing repetative tasks automatically.
Zendesk's API is also a great tool to take things to the next level to accomplish something for a specific business use case that doesn't fit into their normal configurations.
Automations and Triggers are powerful to take the burden off of agents and managers by putting tickets where they should go and completing repetative tasks automatically.
Zendesk's API is also a great tool to take things to the next level to accomplish something for a specific business use case that doesn't fit into their normal configurations.
showing 4,271 - 4,280