Zendesk Suite
ZendeskReviews from AWS customer
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Solid solution with almost limitless opportunities
What do you like best about the product?
The Zendesk community is a huge resource in learning from others to ensure you are delivering the best support experience your organization can offer.
What do you dislike about the product?
As with any SAAS tool, there are some confusing limitations. One that stands out to me is the inability to use Triggers/Automations to leave internal or public comments to tickets.
What problems is the product solving and how is that benefiting you?
We have made automations that reduced our need for offshore contractor support to reroute end users that we do not support. This allows our team to highlight the technical expertise they offer to tickets that need their eyes the most.
Recommendations to others considering the product:
It’s fantastic.
Chatting is easy!
What do you like best about the product?
The ability to have an instant conversation with our customers / website visitors is essential. Zendesk chat allows this with absolute ease and minimal setup, and works flawlessy
What do you dislike about the product?
Sometimes it can get a little much if you’re browsing and not wanting to chat, but it’s easily dismissible.
What problems is the product solving and how is that benefiting you?
Instant chat was something we wanted and Zendesk chat provided this. We didn’t have a method before transferring so this is a perfect solution.
Zendesk for the Win
What do you like best about the product?
I love that zendesk is straightforward and easy to navigate. It allows you to keep track of all the customers you talk to and what they need done. You can text, chat, email, and talk all from one centralized location. It’s very easy to use.
What do you dislike about the product?
I don’t like that sometimes it glitches and things don’t show up. You then have to refresh the application which when you’re are there on a call with a customer, it can be a bit cumbersome.
What problems is the product solving and how is that benefiting you?
I can easily problem solve customer issues and have easy access to all their past communications in case I need to reference anything.
Excellent Support System
What do you like best about the product?
I love how efficient and organized Zendesk is
What do you dislike about the product?
I would like to see more reminders perhaps through email
What problems is the product solving and how is that benefiting you?
It has helped achieve a higher level in agent contracting and business being submitted
I help customers their issues
What do you like best about the product?
I like that that or is easy to manage. Also it is very helpful. Very easy to understand
What do you dislike about the product?
I hate that I can't make a call on the ticket
What problems is the product solving and how is that benefiting you?
I am helping customers with order issues and things.
Recommendations to others considering the product:
Learn the basics first
Smooth and great experience
What do you like best about the product?
Zendesk is a great tool for helpdesk usage, as it is self evident and implicit on how to use. There are no hard to spot features.
What do you dislike about the product?
Sometimes it is laggy and performs slow. Outages are at least once a month, for a short period.
What problems is the product solving and how is that benefiting you?
I am solving online customer technical problems. Zendesk is a great way to distribute tickets in a team and a great benefit is that it keeps track of all incoming requests which can be categorised.
Interesting pricing,reputable ticketing system and proven efficiency,Zendesk chat is a great choice
What do you like best about the product?
One feature that deserves much attention is the pre-chat form. Basically, you ask your visitors to enter some information before joining the conversation. Therefore, if you have a high priority chat or someone who should be sent to a particular department, you can do so by setting this preform correctly according to what you are looking for.
Another quality of zendesk chat that should be highlighted is its mobile apps for either android or ios. Zendesk Chat provides the mobile apps and features needed for all support staff to work from anywhere.
Another quality of zendesk chat that should be highlighted is its mobile apps for either android or ios. Zendesk Chat provides the mobile apps and features needed for all support staff to work from anywhere.
What do you dislike about the product?
Zendesk Chat does not have the useful co-browsing feature. This means you cannot share screens with the user and create an interface where you are visually teaching the customer as well as with your chat.
What problems is the product solving and how is that benefiting you?
Seeking to improve our support procedures, our company decided to look for a solid chat module with excellent customer support, after some research choosing zendesk chat became easy, it seemed to have what we were looking for like its excellent mobile apps that allowed our support agents to stay connected from anywhere.
Recommendations to others considering the product:
I would recommend Zendesk Chat for eCommerce stores without the current need for co-browsing. That's the only real downside I see in Zendesk Chat right now, but the price is right and you can manage your agents and customers in a way that makes everyone happy.
Support Engineer
What do you like best about the product?
I like that Zendesk provides a clean and user-friendly ticketing system along with the different kinds of macros I can set so I don't always have to type the same things for some responses.
What do you dislike about the product?
There is some confusion when I try to add followers and tag other agents into tickets as my colleagues have recently found that I not only need to tag the agent into the ticket but I have to add them to the followers section in order for them to get an email about the ticket.
What problems is the product solving and how is that benefiting you?
I am solving customer-based questions and issues raised about bugs. The benefits I have realized is that my company uses Zendesk in connection to Steptracker where when I put a Zendesk ticket on hold, a tracker will be created from it which saves us a lot of time for the amount of trackers we have to open to raise to engineering.
So so
What do you like best about the product?
We've been using Zendesk Support on a free trial for a couple of months and it's been decent for Client relationship management. We have a variety of the different platforms (chat, etc.) to complete the suite. The Support page is great for tickets. You can manage them internally and assigned them to people. It offers great visibility into the work of others and you can see a history of when things are complete. Kind of lends an engineering-esque type of way to manage client success (with tickets).
What do you dislike about the product?
The organization of the tickets can get really confusing. The status of the tickets are only open, pending, solved. I feel like they should have more options. Also the email notification format that the ticket comes in is super annoying, because it will not display the message at all. It forces you to open the platform to view it, which might take a couple minutes and you might lose a potential new customer or angry client.
What problems is the product solving and how is that benefiting you?
We're trying to create a better way to manage client requests and any reported bugs. We wanted a project management type of platform for client success team members to operate similar to the engineers (with tickets). We've realized that this organization of tasks/to-dos is very beneficial for transparency and workflow.
Recommendations to others considering the product:
Zendesk is decent, and if you set it up properly, it can provide a lot of support to your client base. The basic package for Support doesn't allow you to really make the Support page look like your own, as you can only have 2 types of questions (eg. FAQs and Community page)
Great Software
What do you like best about the product?
ZenDesk has mastered communication. When working with potential clients everything is documented and easily pulled up when needed.
What do you dislike about the product?
I have noticed sometimes there is a bit of delay Sending out emails.
What problems is the product solving and how is that benefiting you?
With zendesk support, potential clients can easily email, chat, or call us and it is always documented.
Recommendations to others considering the product:
I would recommend Zendesk support. I have enjoyed using it.
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