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Zendesk Suite

Zendesk

Reviews from AWS customer

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External reviews

6,497 reviews
from and

External reviews are not included in the AWS star rating for the product.

    Dayna T.

Zendesk Support - 5 years of being a customer support agent in Zendesk.

  • June 17, 2019
  • Review provided by G2

What do you like best about the product?
Macros. Much easier to manage than if we just used an email account.
What do you dislike about the product?
Voicemails aren't automatically linked to emails from the same customer. Wish there was an indicator for multiple requests from one customer.
What problems is the product solving and how is that benefiting you?
Solve customer issues quicker and more effectively than if we just had email. Better customer support and happier customers (fewer refunds and better reputation).
Recommendations to others considering the product:
Use the macros feature.

    Retail

The User Friendliness of ZenDesk Chat

  • June 15, 2019
  • Review provided by G2

What do you like best about the product?
I love the fact that the system allows you to do so many things in one software, emails and chat.
What do you dislike about the product?
The system isn't as easy and straight-forward at first. Takes a while to learn to maneuver it. Too many options, almost in a bad way.
What problems is the product solving and how is that benefiting you?
Very solid way to communicate with customers, without having to set up our own chat system software.

    Computer Software

Great service

  • June 14, 2019
  • Review provided by G2

What do you like best about the product?
I like how quick and easy they make getting help or questions answered
What do you dislike about the product?
Sometimes you still got to call and talk to a person because so issues cant be resolved
What problems is the product solving and how is that benefiting you?
Right now i have no problems to solve. Some of the benefits are the friendly people that needs help getting the question they have answered

    Marketing and Advertising

Zendesk is an easy to use platform

  • June 12, 2019
  • Review provided by G2

What do you like best about the product?
I liked that it was easy to keep track of tickets and monitor your work. The different options, pending, on hold, etc made it easy to prioritize tickets and keep communication open while working on them.
What do you dislike about the product?
Sometimes there would be buggy behavior where if you put a ticket on pending with your name it would still be pushed back into the general pool. Outside of bug issues I didn't have any problems with it.
What problems is the product solving and how is that benefiting you?
We used Zendesk to communicate with users and help them resolve issues they were having with the app.

    Computer Software

Great as teams get larger, lots of expansion and integrations. Email chain still sucks

  • June 07, 2019
  • Review provided by G2

What do you like best about the product?
Zendesk is constantly growing and getting better. Analytics seems to be getting better as well.
What do you dislike about the product?
Still annoying is how responses are organized in Zendesk's email chain. I know the reasoning behind it, but I'm constantly getting users who reach out on how hard it is to read and follow in the thread.
What problems is the product solving and how is that benefiting you?
Analytics, great overall ticketing system. It's the golden standard.

    Sonia A.

Very pratical !

  • June 06, 2019
  • Review provided by G2

What do you like best about the product?
The most helpful in Zendesk is the simplicity of use, the ergonomy of this solution too.
I think is the best solution for your company in terms of customer service. When a customer contact the customer service, he's immediatly supported by your team dedicated to customer service.
Thanks to the Q&A section provided by Zendesk, the customer is able to find all the answers about the product. Most of the time, when a customer reach us, we redirect him to the Q&A section because his question already have an answer.
What do you dislike about the product?
Until now, I didn't find any donwside for this solution. Zendesk help me to even improve my knowledge about the product that my company is selling tanks to the Q&A.
The thing about it who can be improve, I think, is the possibility to synchronize it with the CRM I use on a daily basis. It can be problematic when all the info about a customer isn't reunited in one and only "spot" because all of the users don't have the reflex to check if the customer have reach your plateform via Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk as become essential on a day to day basis. I can provide help to my customers and share informations with them in one or maybe two clicks.
Recommendations to others considering the product:
My recommendations about this solution is simply to try it ! You'll see, it's very ergonomic, simple of use for your employees and even more for your customers !

    Montana H.

Easy way to manage tickets!

  • June 05, 2019
  • Review provided by G2

What do you like best about the product?
All of the tickets are color coded depending on if they're new, open, or closed which is really helpful. I am able to communicate effectively with both our customers (external tickets) or our engineers (internal tickets).
What do you dislike about the product?
So far I have not found anything that I dislike about the software, yet I have only been using it for a short time.
What problems is the product solving and how is that benefiting you?
We are solving issues that the customers have with our software in particular. They submit a ticket through Zendesk and it goes to the person on our Product Support team that is the primary specialist on that customer. We then attempt to solve the bug ourselves, and if we can't we submit it to our internal engineers to write a script to fix the bug.

    Hospitality

Stress free Zen

  • June 04, 2019
  • Review provided by G2

What do you like best about the product?
Zen desk is a simple product for tracking and assisting clients. The live chat and messaging is great for supporting clientele.
What do you dislike about the product?
I honestly do not dislike anything about zendesk because it has helped me ensure my guests are always satisfied.
What problems is the product solving and how is that benefiting you?
Problems are dealt with immediately with fast, live help. Reliability 24/7 has been the number 1 benefit.
Recommendations to others considering the product:
I advise you to try the free trial of zendesk and you will see it is simple, effective and user friendly.

    E-Learning

Helpful to share your knowledge base with customers

  • June 04, 2019
  • Review provided by G2

What do you like best about the product?
Easy to edit, no coding experience needed, simple to see what pages are published/in draft etc
What do you dislike about the product?
I don’t love the set up of how it appears on the actual site. I wish I could customize that
What problems is the product solving and how is that benefiting you?
Solving : having customers know our faq
Benefits: less email and chat questions

    Computer Software

Clunky but gets the job done

  • June 03, 2019
  • Review provided by G2

What do you like best about the product?
You can customize the ticket fields to be exactly what you need. It makes it easier to gather information from users upfront and saves time for the Support Agents.
What do you dislike about the product?
It isn't very user-friendly and can take a while to get comfortable with the UI. It lacks a lot of good features and has some basic features (agent schedules) that need to be improved to get the most out of them.
What problems is the product solving and how is that benefiting you?
Support tickets have a better answer and resolution time. It's easier to get them assigned to the right people. Better reporting is available.
Recommendations to others considering the product:
Take a free training course if possible before committing to make sure you're willing to put in the work to get your Admins and Agents ready to utilize it properly.

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