Zendesk Suite
ZendeskReviews from AWS customer
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One of the best Support Handling Panel
What do you like best about the product?
Zendesk support has different following features:
1) Easy to use for a non-technical person.
2) We can create a different number of agents to make the support process manageable.
3) Zendesk provides different support types like chat, talk along with email support.
4) One of the coolest thing is that they provide API support for developer.
1) Easy to use for a non-technical person.
2) We can create a different number of agents to make the support process manageable.
3) Zendesk provides different support types like chat, talk along with email support.
4) One of the coolest thing is that they provide API support for developer.
What do you dislike about the product?
Following are the dislike points:
1) Zendesk support is quite expensive for the normal user.
2) Unable to edit a reply once delivered.
3) Searching isn't quite interesting.
1) Zendesk support is quite expensive for the normal user.
2) Unable to edit a reply once delivered.
3) Searching isn't quite interesting.
What problems is the product solving and how is that benefiting you?
In order to provide service to user asap, we used zendesk support, so that we can interact with our clients quickly and resolve their queries asap. With different agents, ticket management process is very easy. We can create macros of usually used reply and send it in future by just one click. We can set proiorities of ticket for different agents
Recommendations to others considering the product:
If you wanna make you users happy with great support, then zendesk support is very good option for you. You can reply your users faster and provide better customer satisfaction and gain goodwill.
Zendesk for Customer Support
What do you like best about the product?
It's a way to respond quickly to help customers, through either email, chat, or system ticket.
What do you dislike about the product?
I have no complaints about Zendesk ticketing
What problems is the product solving and how is that benefiting you?
It helps us stay on top of customer needs & questions, & direct them to the correct department. Monthly reporting helps us make sure we're fast and thorough with our responses.
Good platform but customer service needs improving
What do you like best about the product?
Zendesk offer a great service at an industry-standard cost, depending on the tier of Zendesk you get access to great software.
What do you dislike about the product?
Whenever we contact Zendesk, they take 10+ days to resolve issues, this is not good for a business relationship.
What problems is the product solving and how is that benefiting you?
Mainly customer support quires as well as client support.
Recommendations to others considering the product:
A great platform but can become very costly and the level of support from Zendesk is poor
Zendesk Rules!
What do you like best about the product?
Zendesk support is very helpful in organization, and keeping records. When helping customers it is ideal to find all the necessary information of a customer case, whether it was weeks or months ago. Zendesk is very refreshing in the way it organizes and store information and tickets.
What do you dislike about the product?
Zendesk doesn't have anything worth complaining about!
What problems is the product solving and how is that benefiting you?
Customers consistently tell us how they appreciate the note keeping and care we take on their accounts.
Great Chat Service
What do you like best about the product?
The chat service is easy to use and makes communication with multiple customers at a time a breeze. Chat logs migrate seamlessly into the Zendesk ticketing system so we have a good history of chats with customers.
What do you dislike about the product?
Haven't had any service or feature breaking issues with Zendesk chat so far
What problems is the product solving and how is that benefiting you?
We are getting good insights into our chat metrics with the real-time monitoring so we can see live chat volume, agent performance, and visitor experience.
Recommendations to others considering the product:
It's a great service that will give you better tools to see how your agents are handling chats and how the overall customer experience is
Quick, Simple and user friendly
What do you like best about the product?
Zendesks simple and minimalistic layout is really easy on the eye and so simple to get around
What do you dislike about the product?
Its not always obvious where things are, can require some looking about
What problems is the product solving and how is that benefiting you?
Easy supporting for customers
Recommendations to others considering the product:
Super user friendly for both customers and agents
Great chat experience
What do you like best about the product?
The ease of use for this software is amazing. I switch between billing and support daily, and I use Zendesk chat for both. It is great being able to give customers a way to reach us other than having to call in on the phone. A lot of people prefer chatting because it is less time consuming as they can multitask when chatting. When I am doing work in customer Support, there is an option to take the chat that has been waiting for the longest. When I am in billing, someone from Support will notify me when there is a chatter wanting to talk to me in billing. I will then go in and cherry pick the correct chat from the queue. Having those two options of which way to take a chat is really cool, as the two different departments take the chats in different ways. It is also capable of keeping track of different stats. I can see what days were more busy than others, how many chats I've taken in a week, how many the company has taken as a whole, any trends, etc.
What do you dislike about the product?
Honestly, I don't have any dislikes for this software. It has been so easy to use and makes it easier to connect with our customers. When there are no agents on the chat, it will create a ticket for us to follow up on as soon as somebody goes online.
What problems is the product solving and how is that benefiting you?
It is helping us come closer to our customers, and giving our customers a more convenient way to contact us.
Recommendations to others considering the product:
Great chatting software.
The best, but still missing common features for B2B support
What do you like best about the product?
The administration is very easy and API is pretty good. The Agent interface is also great compared to other solutions. The move to AWS SES for improved email deliverability is great.
What do you dislike about the product?
No method of making Read Only custom end-user or organization fields. Fields cannot be clickable hyperlinks. You can not report on User activity with the Explore addon. Zendesk own community run on Zendesk has hundreds of duplicate Feature requests that are not curated or responded to in a timely manner by their employees. (am not saying F.R.s getting fulfilled, just acknowledged). API Rate limit does not scale with number of agents or customers, you have to pay for the addon. Zendesk Talk is not as feature rich as other solutions.
What problems is the product solving and how is that benefiting you?
The need was to consolidate to a single platform for B2b support with the integrated community and VoIP solution. We can now have remote employees that use the intergrate voip with ease. The
Recommendations to others considering the product:
There are lots of limits that are not properly documented in a known limitations doc. Make sure you test the $%*$& out of Zendesk with the workflow you are looking for prior to buying.
Best Helpdesk !
What do you like best about the product?
Client Experience of making and presenting a ticket is so natural and instinctive. It gives an alternative method to make and get calls directly in the application. Further enabling us to track and record calls for user data analysis.
I loved that they integrate with all human possible communication modes, like texts, calls, voice-based assistants etc.
I loved that they integrate with all human possible communication modes, like texts, calls, voice-based assistants etc.
What do you dislike about the product?
I really dont think that this tool has anything that bad to dislike. Its one of the best helpdesk solutions.
What problems is the product solving and how is that benefiting you?
We were using it for ticket generation and case handling of the customers. We use it for users to lodge a customer care help request based on their accessible mode of communication without additional efforts. User just calls in, texts, emails or speaks up to the assistant and the tickets are generated for the same. This is simple streamlined and amazing.
Recommendations to others considering the product:
Perfect tool for the purpose of helpdesk management, its a must use!
Good basic ticket system
What do you like best about the product?
Very simple and looks good. iOS and Andriod app for the agent support is very clean and easy to navigate.
What do you dislike about the product?
Too simple of a ticket system overall it's nice if you are starting to build a ticket system for a middle business.
What problems is the product solving and how is that benefiting you?
Help desk support for end users at in-house support across North America.
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