Zendesk Suite
ZendeskReviews from AWS customer
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A helpful tool for issues management
What do you like best about the product?
Its quick. Easy to maintain workflow. Good graphics for notifications.
What do you dislike about the product?
Nothing special. Nothing special. Nothing special. Nothing special.
What problems is the product solving and how is that benefiting you?
Supporting our offshore clients to fix software bugs.
Slick clean help desk app
What do you like best about the product?
Clean modern looking UI, lots of 3rd party apps available. It includes knowledge management and communities.
What do you dislike about the product?
Not easy to report on use of knowledge articles. Knowledge management tools are limited
What problems is the product solving and how is that benefiting you?
Management of knowledge was not uniform across all analysts
Zendesk is the most user friendly platform I have seen
What do you like best about the product?
The upsides are that you can click on the customers name and see all of their previous tickets and chats. I also enjoy the integration between zendesk and Salesforce to pull in our customer data so we don't have to go looking for it. I also like the fact that zendesk has phone support. Overall, great company.
What do you dislike about the product?
I dislike that the customer's previous tickets and chats are completely out of order. They should all be listed in order by most recent date. There are also limitations on tagging customers as high value, hot headed, etc. It's also almost impossible to separate Tier 1 and Tier 2 from taking tickets without someone monitoring every new ticket. Maybe I am missing something.
What problems is the product solving and how is that benefiting you?
Chats, tickets. Benefits are obvious. It is a user friendly platform and solves at least 80% of our problems.
Zendesk has a chill vibe, would recommend
What do you like best about the product?
You have a set of acceptance criteria that only you are in a position to judge. As an active customer, I can tell you that Zendesk helps me manage 12 agents, support 1,200 users, and provides workflows and metrics that drive improvement of my customer service. The feature set was the primary way I judged success when I evaluated their product.
Just like the appropriateness of the feature set, you're the only one able to decide how heavily (your perception of) the company culture should weigh in your considerations. If an employee brought me a product that checked all our boxes but flagged it as inappropriate because one of their videos humorously acknowledged the existence of marijuana, I would doubt his ability to define the right success criteria. But then I'm not in your company, so I can't say how important this is to you.
In the bigger picture, you seem to be requiring a California company follow your state laws, which defeats the purpose of state laws. To imply that simply using the word marijuana in your state opens you up to some sort of liability is, frankly, silly. If that interpretation of Wisconsin law is true, I don't know how you have a TV or radio.
Just like the appropriateness of the feature set, you're the only one able to decide how heavily (your perception of) the company culture should weigh in your considerations. If an employee brought me a product that checked all our boxes but flagged it as inappropriate because one of their videos humorously acknowledged the existence of marijuana, I would doubt his ability to define the right success criteria. But then I'm not in your company, so I can't say how important this is to you.
In the bigger picture, you seem to be requiring a California company follow your state laws, which defeats the purpose of state laws. To imply that simply using the word marijuana in your state opens you up to some sort of liability is, frankly, silly. If that interpretation of Wisconsin law is true, I don't know how you have a TV or radio.
What do you dislike about the product?
Get passed the "cool" aspect and it encompasses everything a moderate to large service org wants, and needs. CS, analytics, the god awful buzzword synergy... everything.
In addition, its easy from an implementation stand, and easy for end users.
In addition, its easy from an implementation stand, and easy for end users.
What problems is the product solving and how is that benefiting you?
It will resonate with a certain type of client, and if you aren't it, then so be it. There's a cost associated to being a stiff corporate company as well; makes it difficult to stand apart.
The quality of the product and service should be the measure of it, not some off-hand reference in a marketing video.
The quality of the product and service should be the measure of it, not some off-hand reference in a marketing video.
Zendesk makes it easier , i used it in target and it was awesome tool for ticketing
What do you like best about the product?
This remedy ticket tool is really productive it is the best i love about it is real time updates from admins
What do you dislike about the product?
I think my overall experience of zendesk has been really productivei I do no think there is anything i dislike about it
What problems is the product solving and how is that benefiting you?
Solving tickets for requests and problems
It could be improved but I love the apps.
What do you like best about the product?
The variety of metrics available, and the customization.
What do you dislike about the product?
Phone feature is unreliable at times. it allows agents to cheat the system with the away feature.
What problems is the product solving and how is that benefiting you?
It allows for you to be able to track all interactions with customers.
Recommendations to others considering the product:
Maybe use a different service if your support needs rely on phone calls.
Good if you are a Enterprise or higher
What do you like best about the product?
They are pretty quick to respond and most times they do offer viable solutions.
What do you dislike about the product?
Dislike the links to documents and however there is very limited help to basic account holders.
What problems is the product solving and how is that benefiting you?
Data tracking, keeping support emails separate from operational email assists us in tracking down issues, making help documents for recurring questions, canned responses are great! Ability to set items into pending is also helpful.
Recommendations to others considering the product:
Ok if you have basic knowledge and technical ability and considering a Basic Account. There is not a lot of support if you are not Enterprise or higher. Great for helpdesk. Lots of features and the basic plan is a great value. There are some mayor limitations to Basic users however you can build a pretty decent support platform for $60 a year. I recommend it!
It is easy to use and covers all necessities
What do you like best about the product?
The accessibility and organization. It allows for the allocating of folders and responsibilities and great for triage.
What do you dislike about the product?
sometimes it's laggy, there are no real notifications.
What problems is the product solving and how is that benefiting you?
Taking care of end users in a very efficient manner, it allows to separate between priorities and handle accordingly
Awesome
What do you like best about the product?
It's really good and really helpful and supportive
What do you dislike about the product?
Took longer type and take a lot time....
What problems is the product solving and how is that benefiting you?
Cell phone company
Zendesk is great!
What do you like best about the product?
Zendesk is a great tool that permits team work between multiple different departments and that helps you keep up with your business goals
What do you dislike about the product?
That we cannot assign multiple assignes to one ticket , if this would be possible we could save more time in communicating
What problems is the product solving and how is that benefiting you?
Communicating directly with customers and internal departments to resolve daily problems in a timely manner
Recommendations to others considering the product:
I highly recommend zendesk
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