Zendesk Suite
ZendeskReviews from AWS customer
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Works as Needed, Respectable Analytics
What do you like best about the product?
What I like the best about the chat feature is the easy to visually see and manage the chats that are currently open and/or being handled.
What do you dislike about the product?
I dislike not being able to have a more clear view of which support reps are handling what issues.
What problems is the product solving and how is that benefiting you?
As of now I'm solving technical issues regarding client accounts through the chat.
Recommendations to others considering the product:
Make management of reps and chat tickets more streamlined. It could also have better integration with the ticketing system that Zendesk provides, so that we could see Customer Profiles in the tickets and easier make changes to them.
It's Zendesk
What do you like best about the product?
It looks complicated at first glance, but it's pretty easy to navigate after you get the basics down. Helps us maintain the flow of emails and call tickets from our customers and users. The payout app is really helpful for any payouts and refunds we have to issue.
What do you dislike about the product?
Besides the main support setup, it hard to figure out the other tools on the system since some of them don't work all that well.
What problems is the product solving and how is that benefiting you?
helping customers and users of the Postmates app with their email questions and concerns. It also processes our call tickets so we have a good record of the call. The system also helps us issue credits and refunds.
Recommendations to others considering the product:
Pretty good software to use
Great for helping our clients when in need!
What do you like best about the product?
The ease of use and how easy it is to delegate requests to other staff members. We are able to efficiently and urgently serve all of our clients with Zendesk. It also allows us to show our clients how to better use our product via the Knowledge base tool.
What do you dislike about the product?
It can sometimes be confusing when merging tickets. The tickets them self are simply shown as the ticket number with no additional information, so we have to still go into each ticket number.
What problems is the product solving and how is that benefiting you?
We are able to handle our clients requests much faster than when we were simply using email. Zendesk is wayyyy more efficient in that manner. Our speed of tickets solved has increase, and it shows us our clients overall satisfaction score. This is very helpful to our team!
Great support email for customers to reach us
What do you like best about the product?
the ease of checking new messages and replying to customers quickly
What do you dislike about the product?
That customers can solve out an issue themselves, because sometimes a reply is needed and it can get lost in the mix. Replies often get sent to spam or promotions folders as well.
What problems is the product solving and how is that benefiting you?
We are able to reach customers easily
Recommendations to others considering the product:
Great for customers to reach a support email.
Fantastic support software
What do you like best about the product?
I love the fact that there is an audit trail of everything on here, nor just for me, but the entire team
What do you dislike about the product?
The only thing I dislike about zendesk support is not being able to allocate a ticket to multiple agents
What problems is the product solving and how is that benefiting you?
We're solving the issue of having support requests going to each agents personal inbox rather than a central location
Zendesk Chat is the perfect tool for communication and collaboration.
What do you like best about the product?
The best thing about this software is that we can easily communicate with the team worker in the world at anywhere and at anytime by using this efficient software. Its some features are very easy such as file sharing, video conferences and share chat. The another benefit in this software that is screen sharing are very easy to use in a group. So it is the best software for communication.
What do you dislike about the product?
The most obvious difficult of this software is that sometimes this software cannot provide the best quality of audio and video chat because the bad internet connection cannot provide the best service. Zendesk Chat is very easy to use and it's features are very outstanding such as presentation of data, information and images.
What problems is the product solving and how is that benefiting you?
Zendesk Chat is the perfect software for team collaboration and also best tool for audio and video calls in a group video chat. I can easily use this software because I can easily communicate with our friends and colleagues.
The best in the market
What do you like best about the product?
I don't see any other chat platform so fully functional than Zendesk/Zopim. It really provides every option to handle the chat instantly. It makes life easier for a chat support agent by connecting with its Zendesk CRM and assist the visitor accordingly.
What do you dislike about the product?
There is nothing much to dislike any option but the sign of visitors with new messages can be improved to let the agent notify immediately of any unattended chat.
What problems is the product solving and how is that benefiting you?
We are handling the customers for our client and it works well. If only it provides the option of remote access, our tech support people would have no burden of moving to other software for anything.
The brain of my ticketing system!
What do you like best about the product?
A robust ticketing/inbound and outbound email system.
What do you dislike about the product?
When it crashes it brings down your entire workflow.
What problems is the product solving and how is that benefiting you?
Maintaining/organizing customer support tickets.
Lightweight Help Desk and Knowledge Management Tool at a Reasonable Cost
What do you like best about the product?
Zendesk has been an excellent system for our small IT Team to track incidents, problems, requests, and changes. It provides an easy to use, flexible framework for tracking our activity.
What do you dislike about the product?
The tool is not ITIL compliant out of the box. It's not designed for ITSM without some customization.
What problems is the product solving and how is that benefiting you?
We're able to track our work. The biggest problem we faced was that we were disappointing our customers because we did not follow through on our promises.
Recommendations to others considering the product:
As a lightweight service desk management tool, Zendesk is excellent. If you're looking for an all-in-one ITIL or ITSM solution, you'll need to do some work on the system to make it work.
Zendesk support is a wonderful ticketing system that is very customizable and user friendly.
What do you like best about the product?
I like how intuitive and easy it is to use. I had no background with Zendesk going in and was able to configure the entire thing just by watching the training videos provided.
What do you dislike about the product?
There are some functionalities that it is missing, but I guess you will always have limitations from "programming" from a user interface. I.e. simple trigger and automation actions based on certain criteria, ability for push notifications to desktop or browser.
What problems is the product solving and how is that benefiting you?
Zendesk offers a variety of different solutions, however we strictly use the support for an incoming ticketing system with automated responses that look very personalized. A benefit that is very visible is that all past tickets are there in the system to view. Also, the company is getting a lot more done as problems and tasks are very well organized.
Recommendations to others considering the product:
Zendesk Support is great at what it does and a lot of companies use it. After implementation I have been going on with my day-to-day and realized a good chunk of the companies I am emailing with are using Zendesk. I would not say they are the absolute best or even better than competitors, but it is very well liked and I have had no hard complaints with it so far. Overall I would highly recommend.
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