Zendesk Suite
ZendeskReviews from AWS customer
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Zendesk Review
What do you like best about the product?
The fact that emails can be assigned to users, which allows for the best responses.
What do you dislike about the product?
The fact that the tickets have to be closed before they can be purged from the system. Also that this has to be done for individual tickets.
What problems is the product solving and how is that benefiting you?
We are able to have somewhat of a real time interaction with our customer and each ticket can easily be traced with different criteria. We are able to manage and track the the performance of our agents.
Recommendations to others considering the product:
A system whereby all email sent by a customer our your staff can be filed using a ticketing system. Tickets can be reviewed and automatically purged by the system once they have been solved.
Easy to use support tool
What do you like best about the product?
Zendesk is easy and intuitive to navigate and helps me to manage our support ticket inbox efficiently
What do you dislike about the product?
When looking at open tickets, I wish I could also see the date submitted and last date updated in the list
What problems is the product solving and how is that benefiting you?
Managing our support inflow
Zendesk is a great way for our support and sales team to keep on track with our customers
What do you like best about the product?
Super simple to use and great for our teams to be able to be on the same page with our customers
What do you dislike about the product?
Honestly I like it and can't think of anything I truly dislike
What problems is the product solving and how is that benefiting you?
we can all know in real time what is happening when someone opens a ticket
Recommendations to others considering the product:
Big fan of Zendesk
Keeps all our client issues in one place for all to see
Ease of use is A+
Keeps all our client issues in one place for all to see
Ease of use is A+
I am a long time user of a Zendesk Support
What do you like best about the product?
Best Customer service software available in the market. It's Faster, Smarter Alternative to other Helpdesk Software. Everything is organised and on it's place.
What do you dislike about the product?
It's costly and takes enough time for one to master in this.
What problems is the product solving and how is that benefiting you?
It's a powerful customer support software I have come across. Using Zendesk we help customers on live chats. Zendesk is most useful for us to measure team performance and customer satisfaction statistic.
Recommendations to others considering the product:
Best customer service software available, go for it.
Stay away
What do you like best about the product?
The helpdesk was ok, nothing special but worked pretty well.
What do you dislike about the product?
In terms of the tool: It's not intuitive at all, the UI feels like it's from 2005 and is missing a lot of basic functionality in comparison to other tools like Intercom. Team organization is difficult, and if you are a small team and aren't using the chat support function, it can get very messy very quickly.
In terms of customer service: For a company that's in the customer service industry, it was absolutely horrible. We had to send no less than 20 emails to our account manager just to get our account cancelled. We frequently had to follow up 2-3 times before we got a response from them, and their 30 day cancellation window for a MONTHLY subscription makes no sense.
Stay far away from this product unless you want to be trapped in a contract and receive no support whatsoever.
In terms of customer service: For a company that's in the customer service industry, it was absolutely horrible. We had to send no less than 20 emails to our account manager just to get our account cancelled. We frequently had to follow up 2-3 times before we got a response from them, and their 30 day cancellation window for a MONTHLY subscription makes no sense.
Stay far away from this product unless you want to be trapped in a contract and receive no support whatsoever.
What problems is the product solving and how is that benefiting you?
General customer support tickets, and helpdesk.
Recommendations to others considering the product:
Don't do it, go for literally any other company.
A constant struggle
What do you like best about the product?
I don't think there we found any direct upsides to using Zendesk Guide. The text editor works fine, although it feels like an ancient WYSIWYG without any of the functionality that is to be expected from an online text editor. When editing the Template for the helpdesk, it was nice to see a LIVE preview of what was happening.
What do you dislike about the product?
Template system is very limited, had to set up custom API etc for menus. Bad support, last we reached out they kept forwarding us to other departments until we received no reply - and our knowledge base got shut down because the billing page wouldn't load.
It was also impossible to natively find out which pages were most liked (which is an internal zendesk functionality for knowledge base articles). We had to set up an API to request the information and put it into a different system / database.
Also it is baffling to us that there have been requests to get "Code Snippets" (something as easy as) into Zendesk - but for years these tickets have been "Open". I don't think there are any developers working on the knowledge base anymore.
Going for Zendesk has cost us plenty, despite them giving us one year free as a startup plan. It's been down multiple times due to their "startup coupon" disappearing from our account. And now that we were ready to pay, we were unable to - and they closed our account and deleted our support ticket while we were asking for means to pay for our subscription.
Probably the worst company / solution I have worked on for years.
It was also impossible to natively find out which pages were most liked (which is an internal zendesk functionality for knowledge base articles). We had to set up an API to request the information and put it into a different system / database.
Also it is baffling to us that there have been requests to get "Code Snippets" (something as easy as) into Zendesk - but for years these tickets have been "Open". I don't think there are any developers working on the knowledge base anymore.
Going for Zendesk has cost us plenty, despite them giving us one year free as a startup plan. It's been down multiple times due to their "startup coupon" disappearing from our account. And now that we were ready to pay, we were unable to - and they closed our account and deleted our support ticket while we were asking for means to pay for our subscription.
Probably the worst company / solution I have worked on for years.
What problems is the product solving and how is that benefiting you?
None. We thought Zendesk would give us an easy system to maintain articles and knowledge about our platform. It was encumbering to use, even logging in would sometimes require some internal tech support as they would throw you between products when logging into the Knowledge Base.
Recommendations to others considering the product:
I would make sure that custom functionality such as proper code blocks, is not functionality that your team needs. If you are just entering in normal plain text into a document and you want people to be able to read it - Zendesk Guide might be perfect for you. We had to integrate into the Zendesk API as we needed to create a better menu than the default one (we wanted a tree-structure collapsible menu) and we were interested in which articles were most liked using the helpful/not helpful functionality.
Great tool for support team
What do you like best about the product?
Easy workflows, very intuitive for the support agent to interact with the customer. Integration with Slack allows our team to be notified in real-time about new support topics.
What do you dislike about the product?
Reporting (e.g. on SLA performance) is limited and clunky.
What problems is the product solving and how is that benefiting you?
Zendesk allows our support team to easily interact with customers and resolve their problems quickly. Looping in second line support or additional customer stakeholders is very easy. At all times, we have a good view on open support items.
Great, simplified ticketing system
What do you like best about the product?
The simplicity with which you can see and manage tickets, and the complexity and search power and capabilities. You are able to track each of the issues, or sort depending on various different fields that you may use and require. The macro utility is really useful, it is really versatile and a tool that can and usually does have a great impact at the moment of ticket field completion (really helpful for sorting the tickets) and reduces the time required for filling the information a whole lot. The dashboards and tracking is also great and has many, varied and flexible sorting, cataloging and searching options. Overall a useful and amazing tool
What do you dislike about the product?
At times the search system is not as intuitive. Though it is really powerful and complex it can be a bit hard to pick up at first. Training (at least from our perspective) was not as really accessible and at times it felt like it was up to the user to research and learn how to use some of the features.
What problems is the product solving and how is that benefiting you?
It has been great for ticket tracking and metrics. The time reduction from the macro tool was really helpful to reduce ticket attending times and helps reduce human errors by making sure that the fields are consistently and constantly filled up correctly (provided that the correct macro was used in order to fill the information).
Recommendations to others considering the product:
It's a great tool that will greatly improve your workflows and metrics reading
Practical and modern.
What do you like best about the product?
We have obtained the best experiences with Zendesk, it has adapted to our requirements in an incredible way and its platform offers its services and support in more than 30 languages its customer service in general terms is very efficient and responsive, its user interface is modern and customizable and intuitive.
What do you dislike about the product?
It is necessary that Zendesk develop a mobile application for Android and iOS to optimize its functionality as a platform and increase its accessibility to companies on some occasions the information of the resolved tickets is hidden and I personally consider that this should not happen.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to simplify all those daily activities that usually tend to be quite complex and require a large investment of time and space, this is an application that allows us to automate the processes and perform the fulfillment of each phase that complements them in order to obtain positive results and turn the working day into a totally pleasant and simple management, it benefits us a lot that instead of sending us annoying emails that can be quite tedious and take time away, this application replaces them with the option of notifications, which solves us the day from beginning to end.
Recommendations to others considering the product:
It is recommended for those medium-sized companies that need a solution that speeds up all those processes that require time and dedication, optimizes and simplifies them, so it becomes a tool capable of improving the entire management of the company from beginning to end, as long as Develop within the same context.
Handy Support Tool
What do you like best about the product?
Easy to manage Ticket workflow, possible to customise views and fields to suit your company.
What do you dislike about the product?
Can be slow at times, but this is rarely happening.
What problems is the product solving and how is that benefiting you?
Providing IT Customer Support, makes it easy to reply to customer problems and keep it all tied together with a unique reference number.
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