Zendesk Suite
ZendeskReviews from AWS customer
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Easy To Use And save all the Recordings
What do you like best about the product?
ticket raising and auto fill form available, help to resolve query on call. Zendesk makes it super simple to switch back and forth between emailing and making internal notes. A single ticket can contain customer-facing communication, a phone call recording and employee-only notes, all of which are vital to managing our customer accounts.
What do you dislike about the product?
Zendesk collapses one ticket into the other and you have to open both to see everything. It's just a little difficult to understand visually. Second, my company used to use a similar system called Help Scout and it was able to tell us when a customer had opened an email from us. Zendesk is not able to do that.
What problems is the product solving and how is that benefiting you?
When we met with our Account Rep to try to get some of the issues worked out, we were told basically that we weren't even supposed to have gotten the level of support we had received, and proceeded to explain how SaaS works (we're a software company, mind you). I think Zendesk simply got too big too fast, and somewhere along the way decided that the businesses using their product aren't important anymore. They lost this long-term customer.
Recommendations to others considering the product:
Sometimes ticket not opening, so we are not able to track that record..
Very useful program with after work ticketing system
What do you like best about the product?
I think the best aspect of Zendesk Chat was the automated tickets that populate after you close out of a chat. This allows for after chat notes which will be useful when a customer chats back in or to organize and collect data on trends. The program is also very easy to use and efficiently speak with customers in realtime, as well as speaking to multiple customers at a time quite easily. The notification system is fantastic in letting you know when a customer has responded, especially if you have closed out their window.
What do you dislike about the product?
The only downside is that sometimes my Chrome text expander does not work in the normal window so I have to open the chat dashboard and answer chats through this window in order to have the text expander work properly.
What problems is the product solving and how is that benefiting you?
I am responding to customer's issues and questions with the app Acorns and it allows me to speak directly to customers in realtime, very quickly and efficiently.
Recommendations to others considering the product:
It is quite easy to use and a friendly interface. It is great for speaking in realtime with customers and then logging and recording all of the feedback and tickets in one concise place that allows for tags and case types for future analytics. It allows you to select specific chats, or have them funneled to you based on how long the chat has been waiting. It also shows you a good detail of who the customer that is chatting in is and how long they have been waiting.
Flexible customer support solution - but is it too complex?
What do you like best about the product?
Zendesk has great support for working as a team in customer support being able to allocate support calls and emails to different people. Being able to classify the types of support calls that you are receiving is also great in terms of being able to analyse where the majority of your support issues are coming from. It's tabbed interface also enables you to have multiple issues open at the same time which can also be useful.
What do you dislike about the product?
The display can be very busy with information overload especially in the updates section which from my perspective made me feel less in control rather than more. This may be alleviated if you are working on a larger screen or multiscreen setup where there would be more screen real estate to reduce the feeling of clutter.
What problems is the product solving and how is that benefiting you?
We are using it for retreat client support along with liaising with providers and suppliers. The benefits have been in the analytics side as we are now able to pinpoint where the pain points are and address our customer support to the areas of need.
Recommendations to others considering the product:
Make sure you are up to speed with the training because Zendesk is a great tool but it is a complicated product and to use it at its best you will need the training.
Good in most aspects
What do you like best about the product?
It's very easy to integrate with the rest of the systems that we use.
What do you dislike about the product?
There are more things available that we don't really find a use for. This can cause new agents to feel overwhelmed with the system.
What problems is the product solving and how is that benefiting you?
We utilize ZD to maintain proper customer notation and answer all emails that are sent our way.
Zendesk Customer Tickets
What do you like best about the product?
I like that you can tag the tickets so it's easier to research issues on a global level. I like that it also stores contacts that have been previously added, so it's easier to cc someone or change a direct contact. I also like that you can integrate with JIRA as well to connect customer issues directly to our development team.
What do you dislike about the product?
I do not like that every time you close a ticket it automatically sends a survey to the customer, but will reopen the ticket once they respond.
What problems is the product solving and how is that benefiting you?
Agents and point-of-contact inquiries. Connect issues to our development team through JIRA.
Zendesk is a really helpful platform for support!
What do you like best about the product?
I love how customizable it is. The data you can gather is seemingly endless.
What do you dislike about the product?
With the customization in mind the only downside I can think of is it can be a lot to learn right off the bat. It is all worth it in the end though!
What problems is the product solving and how is that benefiting you?
We are able to create separate buckets to see urgent tickets and tickets they would require an immediate response. It's easy to stay organized.
First time user of zen desk
What do you like best about the product?
The chat allocation process between agents, the option to change profile pictures. Easy to create shortcuts and tag system to locate relevant chats later. Emojis can be used for both agents and customers.
What do you dislike about the product?
when a chat disconnects on the customers side they assume we have cut them off, and go to the back of the queue when they reconnect.
What problems is the product solving and how is that benefiting you?
The use of short cuts means all staff are providing the same information correctly to customers. We like to use a certain tone of voice the option to send Giffs and Emojis helps with that greatly.
Recommendations to others considering the product:
User friendly chat function for both agents and customers. Easy to use back office system and easy to gather data from chats using the tag system.
Zendesk is a wonderful app to use to support customer feedback and to report bugs.
What do you like best about the product?
I like how Zendesk easily allows you to escalate bugs to higher people in one's organization. One can see the progress of how the issue is being resolved and who is involved with the process.
What do you dislike about the product?
I like all of Zendesk but I wish the interface was a bit more user friendly.
What problems is the product solving and how is that benefiting you?
Im solving IT problems that have to do with the user interface of a website.
Zeeen
What do you like best about the product?
The system itself is quite user friendly. Simple to use.
What do you dislike about the product?
It's annoying only being able to have set amount of licences for it.
What problems is the product solving and how is that benefiting you?
All queries can be resolved, it's the easiest way for our residents to contact us
Zendesk Review
What do you like best about the product?
Ease of use, the automation of triggers and macros. Allows transparency with our customers for example they are able to submit and manage multiple tickets via their own section within the support portal that comes with Zendesk. We publish a lot of Knowledge base articles so notifying existing users on new content is key and Zendesk does this very well where it allows the user to follow either users or sections in the community so they simply get an email once a new knowledge base articles is published. It allows our team to work on multiple tickets at the same time all on one screen flicking from one ticket to the next when needed. The integrations to other platforms is seamless like Jira, Aha and SalesForce. The integration with Teamviewer is by far the best however, it allows a one click button to connect into users workstations while logging the session details and any notes that were created while the remote session is connected.
What do you dislike about the product?
The reporting system. The built in reports are weak and you have to build reports to get the data out. For example the SLA times in the reports which filter into the wallboard view are based on 24/7 and not business hours so the figure is always false. The administration of ticket fields is also something I don't particular like. Reason is because we are constantly building the helpdesk and Zendesk there are always changes happening. If we find a new field we think is beneficially while inside a ticket, I would create that new ticket field, come back to the ticket and refresh the entire page which for some reason clears the content already in. This has happened a few times, again only a minor dislike but certainly does not put me off the product.
What problems is the product solving and how is that benefiting you?
Being able to split our VIP customers vs our Free users. Free users get a limited amount of support vs VIP where they get the most attention. ZD allows us to set rules based on these customers sets and even though the free users get limited, the communication is always consistent with Zendesk managing these processes.
Recommendations to others considering the product:
Stop looking at others, you have found the best so stop wasting time and get cracking on implementing Zendesk
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