Zendesk Suite
ZendeskReviews from AWS customer
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Good Support + Ticket System for Customer Success
What do you like best about the product?
Easy to search and find tickets relevant to a certain topic or customer. Love the Slack integration to monitor tickets throughout the day and see CSAT scores. Support team can assign severity and tag internal stakeholders easily.
What do you dislike about the product?
From the CS perspective, nothing major is lacking.
What problems is the product solving and how is that benefiting you?
Quick and prompt communication and resolution of tickets for internal team members and customers. Visibility into support requests, systemic bugs, , and customer satisfaction.
Best support tool in the market
What do you like best about the product?
Zendesk is the best tool for CRM I have work with in the past 5 years. It is very intuitive and extremely easy to use so agents need just a little training to learn to use it. At the same time, it have many features that allow you to personalized the ticket management according to the need of each brand/client.
The initial set up (generic one) was very quick so you can have the main features running in no time and it is very easy to add seats, new contact channels and integrations with other platforms.
Agents can merge tickets and see if another person is already dealing with the request from the customer on the same ticket so no useless work is done. Dashboards with agents performance keep all team motivated to always reach the SLA
My favorite part of Zendesk support is definitely the reporting option as it allows you to create your on and you can include many metrics according to the business needs: from resolution times, to individual agent performance to contact topics.
The initial set up (generic one) was very quick so you can have the main features running in no time and it is very easy to add seats, new contact channels and integrations with other platforms.
Agents can merge tickets and see if another person is already dealing with the request from the customer on the same ticket so no useless work is done. Dashboards with agents performance keep all team motivated to always reach the SLA
My favorite part of Zendesk support is definitely the reporting option as it allows you to create your on and you can include many metrics according to the business needs: from resolution times, to individual agent performance to contact topics.
What do you dislike about the product?
Being a tool that you can personalize the way you like and have multiple features, it can take a long time for you to implement more advanced features as most of the assistant they give is through articles in which there are often just users trying to help each other and no Zendesk employees.
What problems is the product solving and how is that benefiting you?
It is very quick for the CS team to deal with customer request and not to loose time looking for the client history or contacts by another channel as they have everything they need in just one place. We are able to prioritize tickets by time or attributes which help us deal with the more urgent request as soon as they arrive, so customers are happy.
Recommendations to others considering the product:
Improve customer service
Awesome but needs some Improvement
What do you like best about the product?
I like it that the whole team can work together in one ticket and there will be an eyeball showing on the ticket if someone is in there. That helps us a lot not to duplicate things and we're able to communicate together.
What do you dislike about the product?
I hate the emails we are receiving in Gen and it looks completely awful.
It is hard to read bcos it won't copy the same exact format that the sender have sent but rather, all are in letters and there's no table or something. I just don't like that bcos that makes the email hard to be read
It is hard to read bcos it won't copy the same exact format that the sender have sent but rather, all are in letters and there's no table or something. I just don't like that bcos that makes the email hard to be read
What problems is the product solving and how is that benefiting you?
Email communication and order processing
Recommendations to others considering the product:
If you consider formatting in your emails, well Zendesk may not be for you but if you would like a team integration, file compilation and other things for customer help desk, Zendesk is perfect!
Great Product!
What do you like best about the product?
We use zendesk for our support team to better help our customers. It's a great tool for when our customers chat in with issues and we can quickly resolve them. We use the response time on chat as a major KPI for our business as well. It's also integrated with other systems we use, so it makes it easier and more aligned for us.
What do you dislike about the product?
We like using Zendesk! There could be more automation incorporated into the product, but, overall, it's great!
What problems is the product solving and how is that benefiting you?
It really impacts our support to our customer base and allows our customers to contact us they way they want to. It's really necessary for our business.
Zen Desk Makes Responding to Customers Easy!
What do you like best about the product?
I love that all the emails or responses from Social Media can come into one place and be sent out from one place. It provides for excellent organization. I love that you can sort the emails based on priority and the support team is great if you have any questions! I love that you can set up an automated reply to ensure customers that they will be responded to in 24 hours so they feel at ease as well.
What do you dislike about the product?
I have yet to find something I do not like about Zendesk Support. It has been super easy to use and provides for great customer service!
What problems is the product solving and how is that benefiting you?
We have realized how easy it is for emails to get lost when multiple people are trying to respond to everyone, stuff slips through the cracks. Zendesk makes it easy to ensure every customer get a response!
Recommendations to others considering the product:
I highly recommend Zendesk Support to anyone needing customer service help! It will get your company organized and is very user-friendly and easy to learn!
Invaluable tool for us
What do you like best about the product?
It facilitates the administration of your support service, offering an easy-to-use dashboard and benchmark statistics, both within your team and compared to the industry averages, It's fantastic
What do you dislike about the product?
There were some days when we would have to wait for hours to return to the tool. It is the only thing that can be mentioned that could be useful is the constant interruption. It would be good to solve that permanently.
What problems is the product solving and how is that benefiting you?
ZenDesk has been able to optimize the system, helping companies across the business spectrum. We have used this software in different platforms and responds to all types of support communication. It also gives companies the ability to customize their system, which allows a great sense of brand opportunity in some cases.
Recommendations to others considering the product:
There are many different applications and many are integrated into CRMs. If you are using a CRM with an integrated ticketing system, you should try Zendesk, it is the best system in my opinion. There are so many ways to automate and organize Zendesk that no other software can approach. It is excellent in more than one way for our company.
Multitask Wizard
What do you like best about the product?
Zen desk is the most utilized tool in my office tool belt. It allows for quick multitasking, is easy to make adjustments and edit information, and allows me to pull up any manner of ticket I need to access in moments.
What do you dislike about the product?
When multiple tickets are still open, or I’ve kept multiple tabs open as I still have work to do on each, Zendesk slows down to the point at which it hardly functions.
What problems is the product solving and how is that benefiting you?
Zen desk is the most utilized tool in my office tool belt. It allows for quick multitasking, is easy to make adjustments and edit information, and allows me to pull up any manner of ticket I need to access in moments. When multiple tickets are still open, or I’ve kept multiple tabs open as I still have work to do on each, Zendesk slows down to the point at which it hardly functions.
Great product!
What do you like best about the product?
Access to all calls and notes post communication wrap up.
What do you dislike about the product?
Is not always reliable as far as connection goes. Sometimes os very slow loading.
What problems is the product solving and how is that benefiting you?
Helping customers with questions or concerns about our product. Great to records nots during a call.
Great Product
What do you like best about the product?
This function has allowed us to create online live interactions with our customer base and website visitors. It was very easy to install and works well.
What do you dislike about the product?
The customer service in helping us pick a solution was very poor in response time and was initially provided bad information.
What problems is the product solving and how is that benefiting you?
Reaching out to our customer base while they are looking for solutions on our website.
Recommendations to others considering the product:
It is a great product and was easy to implement. Make sure you are specific in what you are looking for so they give you the correct trial program. Also, utilize the trial to make sure it covers what you need.
Zendesk Support is recommended
What do you like best about the product?
Tickets creation is straightforward and can be done via email from user. Notification options are well represented including the initial creations as well as any updates to it. Metrics reporting is also robust.
What do you dislike about the product?
A lack of direct links to the ticket in notifications is a shortcoming, or it could be due to a limited feature set from our budget. I would greatly prefer if more editing options for tickets were available as well.
What problems is the product solving and how is that benefiting you?
In addition to general support, the reporting features are greatly improving our efficiency and identifying the key personal we want to reward and those with challenges to overcome.
Recommendations to others considering the product:
Definitely worthwhile as a new system, if you are already using a ticketing solution it will be up to you to deicides if it is worth switching, but i would encourage a trial at least.
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