Zendesk Suite
ZendeskReviews from AWS customer
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Zendesk rocks!!
What do you like best about the product?
I like how easy it is to enter tickets. Also like the UI of the portal. Simply design.
What do you dislike about the product?
I think one think that I dislike is the this ticketing system does not have as many features as Servicenow .
What problems is the product solving and how is that benefiting you?
Opening tickets with our vendor that supports our IT systems. This makes it so easy to keep track of our tickets. I do not have to look thru my old emails to find out the status of a ticket.
Great support platform that doesn't have a large learning curve
What do you like best about the product?
Zendesk Support has been implemented recently in our organization to manage multiple channels of support and we love it so far. The interface/UI is extremely easy to use and you can see when another "agent" in the organization is viewing the same support ticket.
What do you dislike about the product?
I dislike that there isn't the option to chat with another agent on the ticket so you could quickly collaborate and solve the ticket - we usually end up on Slack chatting with one another.
What problems is the product solving and how is that benefiting you?
We have many people needing support from a few different groups in our org and we needed one central place for all requests to sit.
Recommendations to others considering the product:
Definitely have the product demo first and request more info - they were so helpful and supportive during the evaluation process
ZD is one of the best web based support solutions
What do you like best about the product?
I like that it can link other tickets simply by typing # XXXX, small feature but great if you use alot. I also think is pretty neat that you can easily merge tickets. Trigger and automations are awesome.
What do you dislike about the product?
Triggers and automation UI can use some work, perhaps a tooltip can be included to help explain some items, I will also like will like to see color code feature on the views,
What problems is the product solving and how is that benefiting you?
ticketing system, we help different plan level customers to it helps us diversify the type of service to different customers from automation for simple questions to urgent matters that require a white glove approach.
Great Value
What do you like best about the product?
It is a very easy tool to use that allows communication with our members.
What do you dislike about the product?
The ticket # system is a distraction and confuses our members
What problems is the product solving and how is that benefiting you?
Saved a lot of time keeping support issues organized. It has saved us a lot of money.
Recommendations to others considering the product:
Find a different way then ticket #'s
New User - Easy to use
What do you like best about the product?
I'm only a new user but so far its proving quite easy to navigate. Makes the whole ticket logging process from a support side a lot easier to manage
What do you dislike about the product?
Accessing the tool can sometimes be a bit difficult for me. That might be on me more than the product though.
What problems is the product solving and how is that benefiting you?
Managing tickets is a lot easier. If a customer has a query it's managed in a more organised fashion. Easier to delegate tasks and make sure they are done in a timely fashion
Recommendations to others considering the product:
Great product. Easy to use. I haven't dealt with the support myself but from speaking to others they have been extremely helpful. Looks like the product is going in the right direction.
Zendesk is Great!
What do you like best about the product?
I like the ability to track the categories of my tickets-- or to pass it off to someone easily who can better help that customer. It makes the process very seamless. I also love that I can view the entire email history by searching an email address. This would be impossible in say Gmail or Outlook if that customer was emailing multiple members of my team and we needed a complete history of their conversation. It holds both the customer and the business responsible.
Also, from a Support side, they are always releasing new updates. The Knowledge Center add-on saves us hours every day.
Also, from a Support side, they are always releasing new updates. The Knowledge Center add-on saves us hours every day.
What do you dislike about the product?
I don't like how it's not seamless to create personal macros and share them with your co-workers. I also don't like that there's not more formatting options. It's really just the bare bones with font size, bullet points, etc. We use an additional server to send out our customized messages, which I think could be done through Zendesk if that was an option.
What problems is the product solving and how is that benefiting you?
Quick customer response times, one inbox for all inquiries (in case someone is OOO, there's no delay), accurate reporting on what our customers ask about the most so we can improve our Help Center.
Recommendations to others considering the product:
I think it makes the most sense if you've got a team of 10+ to utilize Zendesk's services. There aren't any holes from your customer's side in their customer service experience and it improves their response time.
Zendesk review
What do you like best about the product?
The fact that customers can interact with me in a variety of different ways.
What do you dislike about the product?
Compared to other ticketing systems I have used, this one isn't the most user-friendly
What problems is the product solving and how is that benefiting you?
help desk tickets. better management of IT issues.
Recommendations to others considering the product:
none
Excellent tool!
What do you like best about the product?
It allows to automate response to our customers. The software is really easy to use and understand.. it has a very great robust reporting and advanced analytics which is really helpful to any company.
What do you dislike about the product?
The premium features are way better than the ones in basic and the premium is tad expensive.
What problems is the product solving and how is that benefiting you?
Easy to use Tracks all issues and provides reports Improves efficiency and service quality. The ticketing system works really well.
Awesome Help Desk Experience
What do you like best about the product?
We used Zendesk at my current job, we have since switched away to Jira Service Desk. We have lost so much functionality and most of the team wants to switch back, Zendesk does everything we need and more!
What do you dislike about the product?
Cost is why we switched away, Jira is considerably cheaper, however the functionality gap is considerable.
What problems is the product solving and how is that benefiting you?
Support desk, this tool made our jobs easy.
Great product
What do you like best about the product?
It's an intuitive program - well designed and well explained through support. Easy for customer service teams to understand as well, which they especially like because it makes their jobs easier. Reporting is great - gives good insight.
What do you dislike about the product?
It can be a lot of setup work if you're using macros. Once complete, it saves a huge amount of time.
What problems is the product solving and how is that benefiting you?
Automating responses where possible, allows for shorter response time.
Recommendations to others considering the product:
Worth the setup time.
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