Zendesk Suite
ZendeskReviews from AWS customer
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Good support tool
What do you like best about the product?
The best thing about Zendesk is that it provides a very complete and useful tool to solve the problems of our clients through the web and using a simple chat that invites the user to ask their questions. It also seemed a great success the possibility of creating a bot that responds automatically to the questions of the users.
Another useful feature of zendesk is that it makes it possible to see the user's information in real time, for example, it is possible to see which page they are on, which browser, IP, support history, etc. each user has.
Through the zendesk dashboard we can manage not only the users but also the support staff managing roles, permissions or assigning them to different categories or levels of support. In this same dashboard we can observe the conversation histories, images sent by the support workers as well as the punctuation given by the users based on the help given and if the problem they presented has been solved.
Another useful feature of zendesk is that it makes it possible to see the user's information in real time, for example, it is possible to see which page they are on, which browser, IP, support history, etc. each user has.
Through the zendesk dashboard we can manage not only the users but also the support staff managing roles, permissions or assigning them to different categories or levels of support. In this same dashboard we can observe the conversation histories, images sent by the support workers as well as the punctuation given by the users based on the help given and if the problem they presented has been solved.
What do you dislike about the product?
Most of the useful functions are only available for the licensed plan such as visitor tracking, conversion analysis. I also do not like that sometimes there seems to be a certain delay when loading the chat when the user has a bad connection.
What problems is the product solving and how is that benefiting you?
We were looking for an application to support our customers through our web portal and find Zendesk Chat in its trial version, after trying it we decided to buy your license and until now we are satisfied.
Recommendations to others considering the product:
I recommend that you buy the most complete license since it has the most useful features and it is mandatory if you want to manage your site well, especially if you have a large website and a large support staff.
Works fine for the most part
What do you like best about the product?
I can get tickets submitted pretty quickly.
What do you dislike about the product?
As a light agent it's not always easy to keep a handle on your customers' tickets when you have a lot of accounts. Also the app is not that intuitive; the features are quite limited. You can't consistently copy and paste a screenshot or image into a ticket. It's annoying to have to save and attach
What problems is the product solving and how is that benefiting you?
We have a community and use it for customer facing help Desk tickets and PCRs
Recommendations to others considering the product:
None
Zendesk support is a platform that allows you to organize and control CS through tickets
What do you like best about the product?
Organization
Control
Administration
Personalization
Design
Configuration
Automatization
Service Incident Control
Users management
Control
Administration
Personalization
Design
Configuration
Automatization
Service Incident Control
Users management
What do you dislike about the product?
Data Analysis
Reports lacking
QA Support
Knowledge base
Communication through departments
Search support
Reports lacking
QA Support
Knowledge base
Communication through departments
Search support
What problems is the product solving and how is that benefiting you?
Customer Service Management
We can control customer incidents
Analize data and customer behaviour through the time
We can control customer incidents
Analize data and customer behaviour through the time
Recommendations to others considering the product:
I recommend daily use, in case you need support contact the help center.
For users I recommend to personalize customer experience, check tickets status so you will not have problem with the analitics.
I recommend zendesk chat, works really good together with zendesk support.
For users I recommend to personalize customer experience, check tickets status so you will not have problem with the analitics.
I recommend zendesk chat, works really good together with zendesk support.
Best Customers Support
What do you like best about the product?
Being marketer with small business I have to manage customer support myself where Zendesk helps me to to this. Quite easy to handle and best thing is the email support.
What do you dislike about the product?
Nothing to dislike in this product, while this app help me to solve customers problem.
What problems is the product solving and how is that benefiting you?
We are running the small business for marketing and advertising where our customer always demand for support portal instead of sending mail. We used it for create ticket, follow up and many more.
Recommendations to others considering the product:
Customers support essential for your business many a tool is there but Zendesk is reliable for business & customers as well.
User of help desk
What do you like best about the product?
This tool is very user friendly which is hard to come by sometimes
What do you dislike about the product?
I can not say i dislike anything. I can navigate it easily
What problems is the product solving and how is that benefiting you?
I am solving an issues we encounter at work with consumers
Easy Handling
What do you like best about the product?
Zendesk support system is very easy to manage issues.We can use same zen desk number for till issue closed .And also best part is all the details are in same trailing .
What do you dislike about the product?
some images are not loading every time when we open the issue on zen desk.customization is little bit hard when we want to create new reports .
What problems is the product solving and how is that benefiting you?
Application support/User Requests like user unlock
Zendesk has streamlined communication between our support staff and our customers.
What do you like best about the product?
All of our support requests are consolidated into a single system (no more shared mailboxes, hooray!).
What do you dislike about the product?
It can get very expensive, very quickly as you add users and as you want access to more features.
What problems is the product solving and how is that benefiting you?
Our team used to use a shared mailbox to handle support requests (yuck!). We had multiple support team members working on the same support request at once. When a team member was absent, nobody knew what they were working on. Zendesk has helped us consolidate our support requests, has created accountability among staff members, and has greatly improved our efficiency.
Recommendations to others considering the product:
Zendesk will improve your support team's internal and external communication. We can't picture our life without it, but it can get very expensive as you grow.
Zendesk
What do you like best about the product?
What I like is how well organized is the information inside the software, you can have archived emails and look for them in a rush, every contact information and interaction is saved and I can say well kept. It is easy to use once you have mastered it, The automated responses that you can save in Zendesk helps you save a lot of time, we can answer any request in real time and also integrates delightful with other apps. Functionality wise is amazing. Clean interface. The ability to merge several requests into one helps give support right away without the user having to be writing several times.
What do you dislike about the product?
The only Con I can think about is the outages that it experiences every once in a while, sometimes it goes down for a large period of time and can be a bit frustrating, also sometimes it got stuck maybe because of the flow of requests but this actually is not that frequent. To master Zendesk you will need to invest time to get to know every feature.
What problems is the product solving and how is that benefiting you?
Support and efficiency since we can answer right away because there is no problem when a request comes in. Efficiency because since it integrates with other sites we use to work helps us do our job in a smooth way.
Recommendations to others considering the product:
I highly recommend this software to optimize customer support, it gives you everything you wish in a support software, great integration with other softwares and sites, Real time requests, organized information and more.
Effective when it works
What do you like best about the product?
I love that I can use zendesk to answer tickets, leave notes for future agents, as well as make calls to clients as needed.
What do you dislike about the product?
Zendesk customer support isn't ideal. The application also malfunctions at seriously inconvenient times for lengthy periods.
What problems is the product solving and how is that benefiting you?
I use ZenDesk as a 1099 customer service agent answering email and social media inquiries.
Recommendations to others considering the product:
This system works great for small to medium scale customer service projects.
Zendesk user experience
What do you like best about the product?
You can track the status of your tickets submitted, how long ago they were created, and how recently they were addressed/if they were resolved
What do you dislike about the product?
You don't have a way of knowing how long until your issue will be looked at or resolved
What problems is the product solving and how is that benefiting you?
Resolving employee IT issues. We've gained improved completion rates and tracking of status/assignment of tickets.
Recommendations to others considering the product:
This is great for creating structure around employee IT issue help
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