Zendesk Suite
ZendeskReviews from AWS customer
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Great addition to our contact center
What do you like best about the product?
Zendesk has been a great addition to our contact center. We have been using it for over three years and it has grown with us as our company has grown. The best features are the integrations with our other technology solutions, Answer Bot for frequently asked questions, and easy ways to report on ticket types.
What do you dislike about the product?
There are some limitations when you do not have an enterprise license. It makes additional features such as chat and the knowledge management tool to work less efficiently.
What problems is the product solving and how is that benefiting you?
We are able to tackle low hanging fruit like frequently asked questions with Answer Bot, which free our agents up to respond to more challenging inquiries from our customers. We can also utilize the macro features to auto-fill information on a ticket to save the agents' time during each interaction.
Recommendations to others considering the product:
Make sure you consider what level license you re going to purchase and how quickly your growth will allow you to get the top level.
Zendesk remains the best option for support at enterprise scale
What do you like best about the product?
The easy nature of viewing open tickets and knowing what information is tied to which ticket.
What do you dislike about the product?
Not the biggest fan of the user interface, as it can sometimes become overly crowded.
What problems is the product solving and how is that benefiting you?
Collaborating as a team (solving support issues together) is much easier when everyone is utilizing Zendesk support together. The ability to quickly link an issue to another team member (and see that they're currently looking at it) allows for much faster resolutions. The score predictor is also a useful feature that helps us understand where we should be prioritizing efforts. Finally, the integration with our product allows our customers to seamlessly open a support ticket directly from their own application, which creates an extremely low-friction support experience and leads to much higher CSAT scores. Since utilizing Zendesk support, our CSAT scores have never been higher (often over 95% approval!).
Zendesk
What do you like best about the product?
Some of the better aspects of Zendesk were the integrations with other platforms (Slack, JIRA, etc) and the ability to create Help Desk centers.
What do you dislike about the product?
While the integrations with other platforms is great, when they do not work or fail to connect it can take time to fix or figure out another work around. Additionally, I would have liked a way to "hide" conversations (internal or external) in a particular thread. With too many "light agents" it could get really confusing.
What problems is the product solving and how is that benefiting you?
We were using Zendesk as our main customer service platform. The benefit we were able to see was the ability to hand off tickets to other "groups" in the organization.
Great system to manage custom support
What do you like best about the product?
Ability to manage internal and external communication
Ability to review tickets for other team members in the team
Integration with other platforms such as Harvest to monitor time spent per ticket
Ability to review tickets for other team members in the team
Integration with other platforms such as Harvest to monitor time spent per ticket
What do you dislike about the product?
Reports don't always show all data so you have to export to review
What problems is the product solving and how is that benefiting you?
We use it as internal as well as external communication with clients.
Review Of Zendesk for Sales
What do you like best about the product?
I like the fact that I can easily manage hundreds of tickets from multiple client bases. I can email them, see required info, and determine the best course of action all from a single platform. It makes it very easy to do my job that otherwise would take lots of time and effort.
What do you dislike about the product?
I don't like the fact that the platform can sometimes be a little difficult to understand, and, for how we use it, it can have some limited options regarding functionality. For example, when assigning categories, sometimes I need to best guess. Also, their support pages aren't exactly the best.
What problems is the product solving and how is that benefiting you?
I help manage hundreds of tickets across all categories, from account creations and deletions to changes and lots of requests for information. Ultimately, Zendesk makes handling these tasks easier, as it streamlines the process.
An efficient working space
What do you like best about the product?
I love that you are able to simply and effectively organize what you are working on
What do you dislike about the product?
I wish there was a better value for CSAT
What problems is the product solving and how is that benefiting you?
Workflow, and time management. This makes it easier to track productivity and the working functions for the day
Recommendations to others considering the product:
You’re able to accommodate your needs and build in what you may need
All Around, Solid Ticketing Solution
What do you like best about the product?
Zendesk does at least at least a little bit of pretty much everything, that you would need from a support ticketing platform.
In some areas they really excel (ticket management, automation flows).
They're also very easy to implement and get setup, with decent support.
In some areas they really excel (ticket management, automation flows).
They're also very easy to implement and get setup, with decent support.
What do you dislike about the product?
I'm sure every ticketing platform has similar pricing constraints, but there are some product add-ons that are ridiculously priced for small businesses. Meaning, they don't have a per/user price (Productivity Add-On for example). Instead, they have a base price for a feature set that really doesn't do all that much, but it adds $250/month to your bill, even if you have a single user using it.
What problems is the product solving and how is that benefiting you?
We have a standard tech support team that we're supporting both email and chat using Zendesk.
If you're looking for an all around, solid platform, Zendesk is a good place to start. Easy to implement and get started, with plenty of room to advance your setup if you have the need.
If you're looking for an all around, solid platform, Zendesk is a good place to start. Easy to implement and get started, with plenty of room to advance your setup if you have the need.
Great for internal analytics or IT support.
What do you like best about the product?
I like the ease of use, on the front end operator side it allows users to simply email in their ticket. It also is easy to find the old ticket info since it can be stored in outlook. I also like the fact that it does indeed have ticket numbers attached so if needed you can reference the ticket number when reaching back out to the support team. Additionally, the friction less use of zendesk makes it easy for leaders of all levels to get questions answered, and inquiries resolved.
What do you dislike about the product?
For the front end user there is a lack of visibility and transparency to what status their ticket is in until the designated back end user responds. I understand that my organization is only using part of it, but maybe an option for automatic updates. Like "Your ticket has been viewed" or "your ticket is in progress". Proactive communication like many companies are now doing for example with logistics / deliveries. It eases the customer's apprehension about the process. In this case it could do that for the user.
What problems is the product solving and how is that benefiting you?
We use it as a reporting and analytics support help desk. It has been a very useful platform due to the ability of the team to interact and respond quickly to inquiries. The other great thing about it is it logs the history of comments on the ticket which allows a holisitic view of the interaction at any given time. It doesn't feel like it's overly complicated, which for support removing friction and making it easy is definitely important.
Recommendations to others considering the product:
Definitely a great use case from my company, however I cannot fully speak to the ease of setting up the back end integration. From my perspective, as a user, is where this review is coming from.
Ease of Use
What do you like best about the product?
The legibility and responsiveness of the ticketing system.
What do you dislike about the product?
How clients were organized. The need for plugins to do more advanced features.
What problems is the product solving and how is that benefiting you?
This was the first ticketing system we used for our Helpdesk and was great till we out grew it.
Easy to manage, great communication available
What do you like best about the product?
Easy to filter, tagging of other members
What do you dislike about the product?
There are several features I don't use so I have to make sure to not get confused with where to put notes.
What problems is the product solving and how is that benefiting you?
We are utilizing Zendesk to coordinate our technicians with a partner company. It is simple to coordinate and get notes and history and transfer our business findings to Zendesk for our partners to see and utilize.
Recommendations to others considering the product:
Zendesk is a super helpful platform for communicating with teams and requesting all types of information.
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