Zendesk Suite
ZendeskReviews from AWS customer
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Review of Zendesk
What do you like best about the product?
Automation and organisation, efficiency!
What do you dislike about the product?
Could do with templates for some things.
What problems is the product solving and how is that benefiting you?
We are a small team and were really struggling to keep on top of the huge spikes in traffic we would receive at peak times. The efficiency gains we get from Zendesk (with macros, automation, view based workflows, keeping everything all together, side conversations, SLAs) mean that even at our busiest we feel on top of tickets. The macros, as well as speeding up our responses, also mean the whole team is aligned in the responses it gives.
We are also, for the first time, able to break down the types of query we get and use the information to determine areas for improvement.
There are occasions where it can be frustrating working out how to do something that seems like it's an obvious requirement for customer service software and you find yourself trawling through all the available support materials. You do usually find it though and Zendesk are very good at coming back with answers if you can't.
We are also, for the first time, able to break down the types of query we get and use the information to determine areas for improvement.
There are occasions where it can be frustrating working out how to do something that seems like it's an obvious requirement for customer service software and you find yourself trawling through all the available support materials. You do usually find it though and Zendesk are very good at coming back with answers if you can't.
Recommendations to others considering the product:
Don't try to shoehorn your existing processes into it. Embrace it! Let it steer you towards new ways of working and if you're anything like us, you won't regret it.
the supporters reply fast and they are very professional.
What do you like best about the product?
The speed of their reply.
It seems that they work 7x24 hours.
It seems that they work 7x24 hours.
What do you dislike about the product?
I am not s native English speaker. So I hope there is Chinese support.
What problems is the product solving and how is that benefiting you?
How to find all tickets assigned to one agent.
Recommendations to others considering the product:
easy to use. Fast response
14 years experience
What do you like best about the product?
I like the beautiful interface and the usability.
What do you dislike about the product?
I dislike the ever-growing complicated set of products.
What problems is the product solving and how is that benefiting you?
Combining all possibilities into one product instead of piling up a stack of products with an ever growing sales price.
Recommendations to others considering the product:
Zendesk is the market leader in support software. The community and partner base is huge and that helps using Zendesk in being a succes. Zendesk helps you to follow the right workflow.
Great suite with a lot of capabilities under the hood all in one spot!
What do you like best about the product?
The best thing about the suite is that it bundles all platforms together. It has the flexibility to run multiple brands on one instance. Multiple departments can effectively live together in one instance reducing costs and creating a single source of truth within the company.
I also love the live dashboards which come with Explore Enterprise. They really provide that live on the go data that many teams need when managing multiple live channels on the Zendesk across the team. Valuable insight into what is happening in real-time.
I also love the live dashboards which come with Explore Enterprise. They really provide that live on the go data that many teams need when managing multiple live channels on the Zendesk across the team. Valuable insight into what is happening in real-time.
What do you dislike about the product?
that I can't manage all agents in admin centre. i need to click back into support, open the profile, navigate to admin centre manage the change and save. come back to support and then open a new agent profile and repeat the same process again.
some of the functionality around the new chat agent workspace is limited compared to the functions with used to be available in the previous version of Zendesk chat.
Sometime features of Zendesk are released and they feel like they aren't ready for market. i.e Flow builder. I have a lot of customers who like it, but none will use it in a real work situation until there's more features on it which meets the same features as other chat bots on the market.
Ticket forms aren't as flexible as they should be. With more abd more customers coming on to use Zendesk, sometimes we find the capability of the ticket forms is limited. When the customer has a large form requirement, it would be nice to be able to break the form up into sections instead of it looking like one big long form.
If you don't use all the platforms then you're letting yourself down. ;)
some of the functionality around the new chat agent workspace is limited compared to the functions with used to be available in the previous version of Zendesk chat.
Sometime features of Zendesk are released and they feel like they aren't ready for market. i.e Flow builder. I have a lot of customers who like it, but none will use it in a real work situation until there's more features on it which meets the same features as other chat bots on the market.
Ticket forms aren't as flexible as they should be. With more abd more customers coming on to use Zendesk, sometimes we find the capability of the ticket forms is limited. When the customer has a large form requirement, it would be nice to be able to break the form up into sections instead of it looking like one big long form.
If you don't use all the platforms then you're letting yourself down. ;)
What problems is the product solving and how is that benefiting you?
We've solved the problem of agents swivel chairing between multiple platforms in order to be able to complete their work and also improved out customer satisfaction with having multiple different channels available the customer can use to contact and its all connected to the one platform - Zendesk
the ability to be able to do in-depth reporting off the back of the custom workflows which are built inside Zendesk is valuable in being able to provide key data back to the business
moving from an environment which has no processes and very manual to an online environment where everything from user details to the conversation is recorded across multiple channels
We've seem a lot of companies beginning to look at Zendesk as an ITSM use case and this is the way in to then expanding Zendesk across the rest of the business. They find Zendesk easy to use and flexible that they can work with it to mould into their ecosystem
the ability to be able to do in-depth reporting off the back of the custom workflows which are built inside Zendesk is valuable in being able to provide key data back to the business
moving from an environment which has no processes and very manual to an online environment where everything from user details to the conversation is recorded across multiple channels
We've seem a lot of companies beginning to look at Zendesk as an ITSM use case and this is the way in to then expanding Zendesk across the rest of the business. They find Zendesk easy to use and flexible that they can work with it to mould into their ecosystem
Recommendations to others considering the product:
Zendesk is a really great company that can bring a lot of functionality to your company for great value for money. Within 6-12 months you will certainly see the return on investment and a positive uplift in your customer satisfaction
Account Manager & Support
What do you like best about the product?
I like your chat support team - most of them are great some of them need improvement. But I understand this.
What do you dislike about the product?
I have used Zendesk for over 4 years, I recommended going with Zendesk when I joined my new company and requested a quote. The AM gave us a figure and never told me that this figure will change the next month. I escalated the complaint and the complaint is yet to get a resolution.
What problems is the product solving and how is that benefiting you?
Not solving any problems, I'm using it as an inbound Help centre - I pretty much like most features and have lost to suggestions for improvement.
From NPS reporting to general Contact Centre reporting to basic routing and SKIll base routing and Social integrations are really poor experience
From NPS reporting to general Contact Centre reporting to basic routing and SKIll base routing and Social integrations are really poor experience
A comprehensive support system with great features and analytics for decision making
What do you like best about the product?
I like the structure of the support tickets, and how they're easy to review, track, and take action on. The reporting and dashboard are phenomenal and very help for me as a product manager.
What do you dislike about the product?
The interface can be a tad bit overwhelming with a slight learning curve for first time users. I do wish the dashboard was a little neater. The advanced search page UX has a lot of room for improvement.
What problems is the product solving and how is that benefiting you?
We use it to track, respond to, and resolve customer support tickets for our SaaS platform. The exceptional reports feature and dashboard allow us to provide quick and valuable insights for our product team that feed into their product development efforts. Beyond that, it's easy to also collaborate and involve other stakeholders into the process - creating a sort of holistic response team for the customer.
quick response via Live Chat
What do you like best about the product?
I can easily reach the Zendesk support via Live Chat and the respond time is quick
What do you dislike about the product?
I'm quite happy about the support experience, maybe can improve a bit on locating the live chat button
What problems is the product solving and how is that benefiting you?
subscription issues - my organization has subscribed 13 Support license, while the system only shows that I've 11 accounts with administrator role, but I'm not able to add more user with administrator role. Finally, the Zendesk support advised that there are 2 users occupied the support licenses that I'm not aware of. To resolve it, I've to change these 2 users to "Contributor" in User Admin Center.
Zendesk Review
What do you like best about the product?
ease of accessibility and collaboration tools
What do you dislike about the product?
Reporting - Explore limitations and clunking reports
What problems is the product solving and how is that benefiting you?
communication tracking and aligned problem solving
ZD Support review
What do you like best about the product?
ZD support suite is easy to set and configure
The views are easy to build.
Triggers and Automation are easy to set, Macros are easy to use.
Although not easy to do at first, ZD offers a wide range of third-party connectors
The views are easy to build.
Triggers and Automation are easy to set, Macros are easy to use.
Although not easy to do at first, ZD offers a wide range of third-party connectors
What do you dislike about the product?
It's not possible for agents to act and use form like an end-users.
ZD is hardly made for companies with end-users acting both as requesters and agents.
The UX is not user friendly at first (having to "submit" any small change, the button is not properly located or easy to spot)
Guide lacks a lot of features compared to Confluence (collaborative editing, templates, layouts)
The whole thing sometimes lags a lot.
Zendesk Explore is difficult to manage, dashboards take forever to load :-(
ZD is hardly made for companies with end-users acting both as requesters and agents.
The UX is not user friendly at first (having to "submit" any small change, the button is not properly located or easy to spot)
Guide lacks a lot of features compared to Confluence (collaborative editing, templates, layouts)
The whole thing sometimes lags a lot.
Zendesk Explore is difficult to manage, dashboards take forever to load :-(
What problems is the product solving and how is that benefiting you?
Technical issues related to our SaaS solution
Good Product for Efficiency
What do you like best about the product?
Organization, efficiency, prioritization
What do you dislike about the product?
Missing native functionality, upgrades needed
What problems is the product solving and how is that benefiting you?
It's helping us to provide follow up on client requests where things may have fallen through the cracks when tracked manually.
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