Zendesk Suite
ZendeskReviews from AWS customer
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Good in managing manage the live contacts
What do you like best about the product?
Zendesk chats encourage us to communicate with consumer questions while on the internet, so we can help customers about their inquires, which would otherwise be missed. Improve customer satisfaction is also beneficial because consumers don't need to wait and write emails for a reply on the phone.
What do you dislike about the product?
The only thing I can think of is the lack of integration with other systems like Zendesk
What problems is the product solving and how is that benefiting you?
I found that I didn't know the information provided by Zendesk Chat, but after using Zendesk Chat that there was a number and a good chance. I am more optimistic in customer relations and I keep my clients happy by knowing that there is a need to be willing to provide my customers with the best possible product
Very simplified and I love it
What do you like best about the product?
The speed and minimalism I work with. Really love it compared to previous solutions.
What do you dislike about the product?
no customizable shortcut keys, no ability to move last reply into a new ticket
What problems is the product solving and how is that benefiting you?
customer support help desk, knowledge capture, agent analytics, integrations with Aha, Jira, Slack
Good system but expensive for my company.
What do you like best about the product?
Easy to use. Industry standard platform. Easy to integrate
What do you dislike about the product?
Expensive!! You really have to watch your user count. Can easily grow out of control.
What problems is the product solving and how is that benefiting you?
It is used for 80% of my companies tracking.
Organize Tasks With Ease
What do you like best about the product?
Zendesk makes it easy to keep multiple projects and support tickets organized. Being able to categorize tickets as open, pending, or on-hold frees the mental space usually reserved for tracking projects for focusing on the tasks at hand. The integration available for time tracking is also extremely useful for reporting.
What do you dislike about the product?
It can sometimes be challenging to track down a ticket if it is improperly assigned. Sometimes the search function can be a bit iffy. More visual customization would be nice, too, as the UI is perhaps a bit outdated.
What problems is the product solving and how is that benefiting you?
I have used this product for Level 2 support. One of the greatest benefits I have found is the functionality to merge tickets, as often times users will submit tickets related to the same issue, or multiple users will submit similar tickets because of a lack of communication on the submitters end. This helps to eliminate redundancy and streamline communication.
Zendesk enables smooth support workflows
What do you like best about the product?
Zendesk is an easy-to-use platform for our team to use in supporting our customers. The screens and workflow are simple, easy-to-navigate and reduce the friction in the tools interaction, thereby allowing our team to focus on delivering a great support experience to customers. Multi-tenancy is built in and works like a charm to ensure we are only sharing information with the right customers each time. The marketplace is valuable and allows us to extend the functionality with minimal time investment. As an administrator, I can spend very little time managing the tool, allowing me to spend time in other strategic initiatives.
What do you dislike about the product?
The main downside I see is that long-standing, easy-to-implement features requested by the customers via the community are not added to the product. Several obvious changes which can improve workflows even further or provide better interaction between our company and customers seem like few lines of code for a big functionality return. We are hoping to see some improvements here in reviewing and implementing very popular and highly discussed product features.
What problems is the product solving and how is that benefiting you?
We provide support to our customers through Zendesk. We have it integrated into our product to give customers a more seamless experience when they need support. We also have the integration to our backend engineering system to track and manage escalations which require an audience beyond our support team. We also use the solution for reporting and trend analysis to determine how we will optimize and grow our support resources in the long run.
Recommendations to others considering the product:
When planning to implement Zendesk Support, ensure you have compared the features and functions you need with respect to how Zendesk can meet the requirements. Since our organization needs speed, agility and lightweight integrations, it is an ideal solution. If you need more rigid processes, functions beyond what Zendesk or its marketplace can provide, you may need to consider a heavier-weight product.
Easy to use, sometimes bulky
What do you like best about the product?
Integration of channel support is great, as we can interact with users simultaneously on different channels. Implementation is very quick as well, and is easy to use for a newcomer as well.
What do you dislike about the product?
Search function is very bulky, results don't reflect what a user searches for most of the time. When dealing with 100+ tickets a day this becomes a problem. Macros are not easy to understand off hand and it takes a little trial and error.
What problems is the product solving and how is that benefiting you?
Getting back to support emails.
Recommendations to others considering the product:
Good for middle sized companies
useful Service desk software with powerful features.
What do you like best about the product?
Its interface is smart and intuitive, which means it can be used with little training.
What do you dislike about the product?
The ticket formats and sorting can easily be changed and difficult to get back to the original setup.
What problems is the product solving and how is that benefiting you?
General user support for our app.
Premier help support desk platform for mid size forms
What do you like best about the product?
The usability of zendesk is one of the best things about the platform. It doesn't take long to pick up and new users can get started quickly and easily.
What do you dislike about the product?
Saving different configurations or customising your dash can be a bit difficult but it's not a major issue.
What problems is the product solving and how is that benefiting you?
It's consolidated our support function and greatly enhanced our ability to provide fast and effective help to our customers.
Easily understandable
What do you like best about the product?
The response time on the application was very less as compared to other applications. You have tons of customisations, themes and automated response even.
What do you dislike about the product?
Even though the software is amazing but it still have downsides with recorded response which sometimes is irritating and could ruin the customer experience
What problems is the product solving and how is that benefiting you?
We use to provide support to customers and vendors through zendesk chat. It increased the satisfaction level of the customers and helped in solving problems efficiently.
Versatile tiered and useful
What do you like best about the product?
Zendesk has many customisation features and the pricing allows you to customise the solution for exactly what you need without having to pay too much
What do you dislike about the product?
Can be a little expensive when you are paying per agent for all the features
What problems is the product solving and how is that benefiting you?
a multitude of problems I face on a helpdesk
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