Zendesk Suite
ZendeskReviews from AWS customer
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Great Software for Customer Support
What do you like best about the product?
The most beneficial attribute of Zendesk is that each sector (phone, email, help center and chat) are all in a single space. This has saved us tremendous time. Our Account Manager is very helpful and works to find us the best fit for our business.
What do you dislike about the product?
The Talk product is not as robust as needed to manage phone volume. The live dashboard was a major improvement but the standard talk dashboard should incorporate the live dashboard and the page that allows you to listen live to calls.
What problems is the product solving and how is that benefiting you?
We are able to service more customers since we are saving time with a consolidated view. In addition, the Help Center has allowed us to offer visibility to our customers that we didn't have before. The amount of flexibility in reporting is a great benefit as well. We view multiple types of data to understand our customers needs and the Explore product is extremely helpful.
Recommendations to others considering the product:
If you would like to consolidate all channels of support, promote visibility to help articles for your customers and drive them to the answers they need, Zendesk is a great tool to support that elevation. Most of what we need, in terms of reporting, is pre-built so it requires less time. The most incredible benefit and the ultimate reason we chose Zendesk is that we are able to make most of the changes, updates or additions we need due to the ease of use.
User friendly
What do you like best about the product?
The UI is very user-friendly. The tickets are easy to find and manage. I can arrange them according to time received, time of the last update even according to the subject. There are a lot of things you can do according to your liking.
What do you dislike about the product?
When it is connected to Shopify, the area to answer the emails is really small you have to scroll to the sides or up and down to read the entire message. That's the only downside I see.
What problems is the product solving and how is that benefiting you?
Just mostly shipping concerns and the macros really help.
Zendesk has been very successful with seamless communication internal and externally.
What do you like best about the product?
Communication all linked together in one ticket.
What do you dislike about the product?
I would like to be able to delete comments within a ticket.
What problems is the product solving and how is that benefiting you?
Communication between guests and our internal staff was all over the place before and there was no way to track emails easily- this has been made much easier with the introduction of Zendesk.
Zendesk helps keep all issue details in one place
What do you like best about the product?
I like the ability to attach all types of content from photos and files and special attachment formats. The ability to have so many types of attachments helps our customers more completely describe or represent their issues.
The ability to have internal conversations regarding the customer issues prior to releasing an external answer or question response is very helpful.
The ability to have internal conversations regarding the customer issues prior to releasing an external answer or question response is very helpful.
What do you dislike about the product?
There have been a few times when I needed to speak to a human and the automations were so rigid that I was not able to get through to an actual person to review an issue with my account.
Multiple email notifications if an agent accidentally includes inside team members on the carbon copy feature, and the follow feature.
Multiple email notifications if an agent accidentally includes inside team members on the carbon copy feature, and the follow feature.
What problems is the product solving and how is that benefiting you?
We are an engineering consulting and specialized robotic automation solutions provider. We have complex systems that are not easy to diagnose or resolve with only one agent touch.
We use Zendesk to answer operational problems, communicate documentation and quotes for parts and services.
We use ZD to allow multiple subject matter experts to respond not only externally to the customer as needed, but to have internal conversations to align our communication prior to the external communication happening.
We have been able to keep our response time very low, and keep our customers aware of our next actions and deliverables schedule with the whole CS team aware of the status of activities.
We use Zendesk to answer operational problems, communicate documentation and quotes for parts and services.
We use ZD to allow multiple subject matter experts to respond not only externally to the customer as needed, but to have internal conversations to align our communication prior to the external communication happening.
We have been able to keep our response time very low, and keep our customers aware of our next actions and deliverables schedule with the whole CS team aware of the status of activities.
Scalable Solution in a Box, Superb Agent Experience
What do you like best about the product?
Scalable solution - we used Zendesk from when our inbox was too much to keep up with and it supported SalesLoft's Support team until around $90m ARR. Really easy KCS and answerbot/ticket reduction systems in place that are worth every dollar. Zendesk tickets also puts a lot of thought into the agent experience and what can be done to help agents have a better day - play button, tickets auto updating while you are actively editing them, keyboard shortcuts, personal/group macros, etc. In ServiceCloud you have to plan all of this out yourself, while in Zendesk it's an out of the box approach. The knowledge/help center site is easy to implement and use for ticket portals, implement SSO with your application authentication and make it easy for agents to search using the knowledge app.
What do you dislike about the product?
Salesforce integration can have limitations and is hard to mirror SFDC depending on how your Salesforce is set-up. Knowledgebase and user forum are pretty standard experiences. Hard to customize if it's not included in the box.
SLAs are either either on or off. It's not possible to have target goals where you aren't in a customer/contract SLA breach but you are not hitting an internal service goal. Would love to have that.
Search in the knowledge base help center can be challenging at times. We actually implemented a 3rd party search tool to get better search results.
SLAs are either either on or off. It's not possible to have target goals where you aren't in a customer/contract SLA breach but you are not hitting an internal service goal. Would love to have that.
Search in the knowledge base help center can be challenging at times. We actually implemented a 3rd party search tool to get better search results.
What problems is the product solving and how is that benefiting you?
Support at scale. We currently do around 4k tickets per month without much extra modifications to Zendesk.
Recommendations to others considering the product:
I would get all customer facing teams on the same system and try to prevent a disjointed post-sales support operation.
Zendesk is so clean and user-friendly
What do you like best about the product?
How clean and intuitive it all is for managers and agents, alike
What do you dislike about the product?
Sometimes it's not clear what comes with which plan. I've had to ask a few different times what ours includes - granted, it's a legacy plan that isn't publicly available.
What problems is the product solving and how is that benefiting you?
The biggest problem we've solved is traffic forecasting and directing - with triggers, views, and automations, it's so easy to direct the right staff to the right problems. Reporting in Explore is also so helpful when it comes to forecasting and staffing accordingly.
Zendesk - Get all the bells and whistles
What do you like best about the product?
Zendesk is incredibly open-ended--pretty much any process/flow imaginable can be created. Zendesk APIs are really well documented.
What do you dislike about the product?
New ZD features aren't to be trusted until 6+ months after release.
What problems is the product solving and how is that benefiting you?
ZD makes it easy to promote self-help and decrease ticket volume.
Recommendations to others considering the product:
Zendesk is the cream of the crop for ticketing systems. Salesforce is really the only other platform that offers such a feature-rich product, but it's much more complicated to setup and administer. Unless you have a team of engineers and Salesforce developers dedicated to it, go with Zendesk and you'll never look back.
Everything in one place!
What do you like best about the product?
I like that we are able to access everything in the Suite...Talk, Chat, Support, Guide and Explore.
What do you dislike about the product?
Creating Explore queries can be a bit of a challenge, and getting all of the data OUT of explore and into a spreadsheet (where we need it for our reporting to Leadership) is a super manual process.
What problems is the product solving and how is that benefiting you?
The team is able to switch back and forth chatting and handling tickets, because everything is all in the agent workspace.
Zendesk is my choice for consistently great customer experiences
What do you like best about the product?
A customer and user for almost 10 years, Zendesk continues to evolve around making it easier for agents to provide a superior customer experience. Adding channels of contact, but keeping the customer facing processes easy to use has been not only great, but the rule. And the training and networking opportunities have been so incredibly valuable personally and professionally. I found my empathy again through the trainings atRelate and the other workshops and product reveals. I have been shown other products, but Zendesk has no rival when it comes to the simplicity of the conversation- just a few clicks at a great price.
What do you dislike about the product?
Can't say I dislike anything. It's been such a great experience.
What problems is the product solving and how is that benefiting you?
My team, small though it is, has many ways to communicate with customers and our diverse, distributed teams.
Recommendations to others considering the product:
It's the best for communicating with customers.
Amazing
What do you like best about the product?
During this difficult time of the Pandemic, Zendesk Support Suite has been amazing! I've had the opportunity to learn so much from webinars that were offered. I have been able to search, read, and learn so much. I feel like I have a whole built in community where I can go for support and learning.
What do you dislike about the product?
Nothing - honestly this is one of the most helpful & easy to use programs every.
What problems is the product solving and how is that benefiting you?
For myself, I'm fairly new to Zendesk, and I have been able to use Zendesk Support Suite to learn so much. I have been able to really learn what all I can do in Zendesk to make my team more efficient. I didn't realize how helpful it would be.
Recommendations to others considering the product:
Do it! You definitely will not regret using Zendesk!
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