Zendesk Suite
ZendeskReviews from AWS customer
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6,497 reviews
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Basic help desk program with complex but confusing analytics
What do you like best about the product?
Zendesk does offer all basic functionality that is needed, including multi language support and connectors to jira or other software programs. Also the helpdesk is fine to work with and offers all features needed.
What do you dislike about the product?
While there are a lot of options to run analytic reports, it is very difficult to understand which values and metrics to use and how to create this reports and dashboards.
What problems is the product solving and how is that benefiting you?
Customer support for bigger teams that need to have partial automation as well.
Recommendations to others considering the product:
Take a look at the reporting and if it has all you need. In general i would recommend zendesk!
Helpful
What do you like best about the product?
The processing rate of when help-desk tickets go in from the system to me is amazing!
What do you dislike about the product?
I think it is a little confusing for customers to see the “submit a request”
What problems is the product solving and how is that benefiting you?
It makes communication easier and effective when assisting customers
Great support tool and easy to manage
What do you like best about the product?
I like the organization and simplicity of the navigation in the platform. So easy to stay on top of my tasks and integrate with other systems.
What do you dislike about the product?
Would be nice to have additional roles and access so that I could see tickets and still get copied on them as a CSM.
What problems is the product solving and how is that benefiting you?
Need a way for customers to submit questions and get help. Customers like it and the quick surveys are good real time feedback.
Recommendations to others considering the product:
Get it, so nice and easy.
Zendesk Streamlined Workflow
What do you like best about the product?
I love how you can keep every piece of information organized for each ticket per case. It's involved, thorough, and I appreciate that.
What do you dislike about the product?
The only thing I dislike is the ability to redact attachments after merging tickets.
What problems is the product solving and how is that benefiting you?
Customer support related issues.
Good for support tickets getting resolved
What do you like best about the product?
the feature of using permalink and the ticket getting generated at the portal
What do you dislike about the product?
The tracking system of the tickets. It should get better
What problems is the product solving and how is that benefiting you?
Internal product related issues. I generally raise the tickets. The team working on it effectively performs the actions. So far its fine.
Recommendations to others considering the product:
Its a good enough product
Zendesk
What do you like best about the product?
I loved the flow and being able to toggle between the channels as well as dividing customer inquiries into various categories making it efficient to respond to them
What do you dislike about the product?
There was nothing I disliked severely. It was a very streamline software.
What problems is the product solving and how is that benefiting you?
Being able to respond to customer queries quickly
Always very easy to use
What do you like best about the product?
Online chat. Reps are very helpful and knowledge
What do you dislike about the product?
Software freezes sometimes . Have to turn computer off and on to get back
What problems is the product solving and how is that benefiting you?
Get to the solutions quicker of the problens you are in the process of solving
Zendesk help desk
What do you like best about the product?
Easy integrations with other softwares in one easy spot
What do you dislike about the product?
Cannot send emails directly. Have to use Zoho
What problems is the product solving and how is that benefiting you?
Customer support
We use zendesk everyday for calls, chat and emails
What do you like best about the product?
The interface is very clean and easy to understand
What do you dislike about the product?
The system tends to be slow and glitchy for us
What problems is the product solving and how is that benefiting you?
Financial issues and app resolutions pertaining to the mobile experience
Easy to use
What do you like best about the product?
This was the easiest to use. I would recommend this chat application over any other ones. It is easier and faster as far as sending and receiving replies to our customers.
What do you dislike about the product?
It is a little harder to get to customer service but that is a minor issue as we don't gave many issues and we don't reach out to them much as lack of problems
What problems is the product solving and how is that benefiting you?
Zendesk was an easier system to use. We have enjoyed this one the most compared to most chat applications. It helped us stay up to speed on chats and email support.
Recommendations to others considering the product:
I would recommend this application over many. I do not bash other programs but I will say this one is the best over most applications.
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