Zendesk Suite
ZendeskReviews from AWS customer
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Creating Tickets from Intercom
What do you like best about the product?
The interface is easy to use. Tickets are easily tracked and communication is seamless.
What do you dislike about the product?
Reporting is challenging. It shouldn't be so hard.
What problems is the product solving and how is that benefiting you?
Creating support tickets from Intercom to track items to completion.
Easy to use. Easy to manage. Sometime need more time.
What do you like best about the product?
The convenience. Very easy to use. You do jot need to care about other things
What do you dislike about the product?
Time costly sometimes. You need to check by ur self
What problems is the product solving and how is that benefiting you?
It problem. Laptop set up. Authority issues.
I LOVE ZENDESK EXPLORE!!!
What do you like best about the product?
I like that Zendesk Explore is the only tool that I need to satisfy customers.
What do you dislike about the product?
I do not dislike anything about this product. I think that it's 100% excellent and efficient. I f there's anything in the future, I will let you know.
What problems is the product solving and how is that benefiting you?
I am helping customer solve problems and making sure they're satisfied. I think customers also like the service that we provide and Zendesk makes that possible.
Recommendations to others considering the product:
I would definitely recommend Zendesk Explore to others.
Helpful for scaling, but makes most things more complex than they need to be
What do you like best about the product?
I like that we can use integrations like FactBranch to pull up relevant customer info and make it faster & easier to respond to customer inquiries. Also, it's good to have everything in one place (talk and support)
What do you dislike about the product?
We switched over to Zendesk from HelpScout, and found that Zendesk was for more complicated to use. Tagging and pulling reports is not as simple and easy to use as HelpScout, though Zendesk does offer more complex reporting.
What problems is the product solving and how is that benefiting you?
We use Zendesk to provide customer support. We also use Zendesk Explore to get insights into our customers and see trends in the data through tagging. We use these insights to drive our product development
Recommendations to others considering the product:
HelpScout
It's Almost There
What do you like best about the product?
I like that i can document all of my interactions and add a variety of tags for future searches and analysis.
What do you dislike about the product?
I wish I could search by an established tag. Right now if I type the name of a procedure location, the results include any instance where any of the words appear. Way too many results to sift through.
What problems is the product solving and how is that benefiting you?
We are documenting the results of outbound calls during specific campaigns. We can add a tag to help sort later. This has helped with decision making and future training opportunities.
Recommendations to others considering the product:
Don't create too many tags. There is a tendency to over label, but sometimes more is just more, not better.
Easy setup
What do you like best about the product?
I love how easy it is to integrate with other products, Ticket flow is not rocket science and is very easy for any technical person to pick up, like the ability to customize forms, love the ability to create macros and build triggers/automations based off of those.
What do you dislike about the product?
Really expensive for basic things and strange pricing schemes (ex: upgraded kb is billed per head not based on page views). Reporting is really lacking, especially coming from a powerhouse tool like Salesforce. Integration with GoodData is ok but the reporting conflicts constantly and it is hard to get accurate numbers.
What problems is the product solving and how is that benefiting you?
We've been able to seamlessly integrate our website to support tickets and are able to accurately track issues with the jira plugins. Agents have optimized workflows thanks to the usage of macros.
Recommendations to others considering the product:
Be prepared to fight with GoodData reporting in order to get what you need out of it. Would highly recommend exporting data to a third party like tableau or looker.
Good Helpdesk solution
What do you like best about the product?
automated tools, ease of use, ability to track and report on tickets
What do you dislike about the product?
email setup was not easy - but we eventually figured out that the issue was on our end.
What problems is the product solving and how is that benefiting you?
one pane of glass for all IT support requests
Great resource for projects and remote associates
What do you like best about the product?
Offers email, chat, voice, and social media response that can be catagorized, filtered, and sorted easily by any user.
What do you dislike about the product?
Sometimes slow, occasional application issues where associates cannot login or features may not work
What problems is the product solving and how is that benefiting you?
Remote 1099 associates use this platform for a variety of clients to answer customer inquiries for billing and customer service.
Recommendations to others considering the product:
Do your research to ensure this platform can handle the workload youll be presenting your team.
Great for Tickets!
What do you like best about the product?
Zendesk Tickets are very easy to create and an email update is sent to you once it's created. If someone comments on the ticket you are notified via email and able to respond right away. I like that it connects us with IT and allows them to monitor the work they do for the company. I also like that it provides you with a survey once the task is complete.
What do you dislike about the product?
The only dislike I have on the system is when trying to locate the ticket. I get it through email originally but theres no link to the ticket in the email. It would be much easier if it could direct you to the ticket. Also it would be useful to tag people like other managers in the ticket. Currently there is no feature like this, which allows management to be on the same page with issues.
What problems is the product solving and how is that benefiting you?
We use Zen Desk to communicate with any IT issues or hardware issues. If something is broke whether it's hardware or software this alert the IT department and we can see immediately when they respond. This allows the turn around time to be very quick and efficient.
Recommendations to others considering the product:
This is very easy to use to communicate interdepartmental!
Zendesk explore is intuitive
What do you like best about the product?
It was easy to create charts and dashboards. It provided quick analysis of our zendesk data and was able to drill down to it.
What do you dislike about the product?
Not enought connectors to connect to our data sources
What problems is the product solving and how is that benefiting you?
Ability to share the data with the executive team
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