Zendesk Suite
ZendeskReviews from AWS customer
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I love zendesk!
What do you like best about the product?
Zendesk keeps all of your customer's information, your communications and the status of the products all in one place. When we solve a ticket, it is always accessible, which helps when a customer comes back after years and we have to dig for their info!
What do you dislike about the product?
Honestly there is nothing that I do not like about zendesk. I went to a convention and I found out more features that we have utilized! When I went to the convention, I was able to learn a lot about zendesk, that any issues I was coming across were resolved in that learning center.
What problems is the product solving and how is that benefiting you?
We have completely did an overhaul of our procedures. I have implemented very useful macros and now solve tickets faster so we have a clean and easily usable zendesk dashboard.
Total Business Game Changer
What do you like best about the product?
Zopim Chat, I used to also use this remotely from my mobile phone. You can have a notification noise or desktop pop up to warn you of a customer on your website.
What do you dislike about the product?
The Green Colour, but other than that it was a pleasure to use.
What problems is the product solving and how is that benefiting you?
A huge rage of customer requests.
Recommendations to others considering the product:
Definitely worth investing in for your business no matter how large or small. People expect service when they go on your website. Move with the times and get Zendesk.
Could be better
What do you like best about the product?
Pretty intuitive and easy to learn/adapt
What do you dislike about the product?
Not that useful for reports or data insights
What problems is the product solving and how is that benefiting you?
gets the job done but reporting could significantly be improved, especially for historical data
Easy and Efficient Help Desk Software
What do you like best about the product?
Zendesk makes it easy to respond to customer questions and concerns. Having Zendesk Support allows our team to determine the number of tickets pending, recently solved, unassigned, and each team member's individual unsolved tickets. This allows our team to efficiently divide and conquer our incoming tickets.
What do you dislike about the product?
Overall, I do not have any big complaints for Zendesk Support. However, it can be difficult to locate a ticket that was solved. Often, the number of solved tickets and touches for each support agent is inaccurate.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support as our help desk to respond to users' questions and concerns. The benefits of using Zendesk are endless. Our team has been able to efficiently interact with our users, track our most frequent ticket topics, and create macros to help us quickly respond to tickets.
Zendesk Review Ticketing system
What do you like best about the product?
When someone writes an email it creates a ticket
What do you dislike about the product?
notevery response to an email should be a ticket
What problems is the product solving and how is that benefiting you?
organizing issues and creating cases and tracking the outcomes helps us become more successful and in return we can help our customers lower customer churn and create better knowledge base articles.
I have had the pleasure of using Zendesk for the past 6 years
What do you like best about the product?
I like how simple, and user friendly it is. It is very easy to organize, and filter support tickets easily.
What do you dislike about the product?
Sometimes it slows down, but I believe it is all of the plugins I use that is the cause.
What problems is the product solving and how is that benefiting you?
I solve disaster recovery issues daily, and the benefits is how easy it is to navigate when you are on a time crunch, and have to sift though many tickets at once.
Recommendations to others considering the product:
Add more plugins. Salesforce has more plugins, but Zendesk is superior in all aspects of the ticketing system.
Great platform!
What do you like best about the product?
I like that I'm able to stay in contact with my customers no matter where the conversation has left off.
What do you dislike about the product?
The interface isn't the friendliest. However, the functionality of the service is great.
What problems is the product solving and how is that benefiting you?
I'm solving Saas client issues with this product.
Overall great tool
What do you like best about the product?
Zendesk Support has made managing customer tickets so much easier than the previous platform that we used
What do you dislike about the product?
I dislike that you cannot see when a customer has viewed your ticket, it makes knowing when to follow up more difficult
What problems is the product solving and how is that benefiting you?
Solving various customer contacts for online retail store, the benefits have been improved reporting and keeping more accurate KPI's
Best helpdesk solution on the market
What do you like best about the product?
Zendesk Support has to be without doubt one of the best ticketing platforms on the market. As a contact centre solution it has been a driving force behind the way we operate our call centres. Triggers and automations are easy to work with as well as integrating third party tools such Salesforce and Slack. Zendesk Support, as well as the third party apps we use, have been immense when managing contact.
What do you dislike about the product?
Insights reporting is probably the one main downside, which seems to struggle when building high volume reports. However, as we migrate all reporting onto Explore, this will not be an issue in the future.
What problems is the product solving and how is that benefiting you?
To handle high volumes of multi channel contact via voice, email and chat.
Recommendations to others considering the product:
Try and be as minimal as possible when setting up workflows, as this allows configuration and business rules easy to manage.
Great experience with Zendesk Support
What do you like best about the product?
I like that their software is easy to use and their support team is usually very quick to respond when we run into any issues.
What do you dislike about the product?
Zopim chat has been clitchy as far as assigning chats to agents. We've reached out to their support several times and they haven't been able to resolve it yet.
What problems is the product solving and how is that benefiting you?
The most common issue is with their chat system (Zopim). Other than that, the benefits include accurate stats for each of our tech support agents and an easy to use software that makes communicating with our customers more efficient.
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