Zendesk Suite
ZendeskReviews from AWS customer
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Zendesk is just OK
What do you like best about the product?
Zendesk is a rebust helpdesk ticketing system and is pretty easy to use. It doesnt have a great learning curve.
What do you dislike about the product?
It feels a bit sluggish at times and there are times when the service goes down.
What problems is the product solving and how is that benefiting you?
This was the main IT ticketing system in use by my company. It did the job in most areas and even helped to realize IT help desk goals by providing faster service to end users.
Great for support. Documentation not ideal for API based products
What do you like best about the product?
The workflow to manage tickets is great. Makes it very easy to assign and track. I also like how customizable it is with fields, response types, views, tiers, etc. Overall a great tool to manage support
What do you dislike about the product?
Reporting is too complex and convoluted. Makes it very hard to do simple things. Also the documentation is not ideal for API based companies as it's not made to display API calls in a clear way. We moved to readme for documentation
What problems is the product solving and how is that benefiting you?
Respond to client issues on a timely manner and handle the queue of issues appropriately so as to not drop any query
Easy to use
What do you like best about the product?
What I like best about Zendesk, is that it is an all in one company. Everything I needed from telecommunication, to email support and chat support, it is all here.
What do you dislike about the product?
Probably the biggest thing I disliked was the setting it up. But you have to do this with any software you use, and the support at Zendesk was great. I will also add that I am not a fan of the knowledge base support that they offer - I prefer one on one support assistance.
What problems is the product solving and how is that benefiting you?
Keeping our customer base organized. All communications in one location. It's a time saver and prevents he said/she said issues with customers who deal with different agents on multiple tickets.
Recommendations to others considering the product:
Give it a try if you are looking for support software or CRM, all in one. They have a free trial, so you have nothing to lose but time and valuable time is spent searching and deciding. Take the leap, get your feet wet.
Fast and easy!
What do you like best about the product?
Every time I use this I always get the fastest help and it hardly ever disconnects like others .
What do you dislike about the product?
The only thing is wait. Or when it disconnects .
What problems is the product solving and how is that benefiting you?
Benefits are fast and reliable and they don’t give you issues .
Convenient customer care support
What do you like best about the product?
Easy to install. Clear interface. User friendly. Self explanatory.
What do you dislike about the product?
Crashes sometimes. Frequent updates are needed. Sometimes delayed in operations
What problems is the product solving and how is that benefiting you?
Better communication among school and college students. Very productive
Recommendations to others considering the product:
User friendly. Good front-desk.
Super helpful to manage customer inquiries
What do you like best about the product?
I like that Zendesk keeps my workflow organized managing the emails that come through our help email.
What do you dislike about the product?
There is a lot of Zendesk to learn, but it is a great platform.
What problems is the product solving and how is that benefiting you?
Streamlining our conversations with the important people of our business--our customers.
Recommendations to others considering the product:
There is a lot to learn from Zendesk to help deliver better customer service.
Zendesk helps your team group effort to provide best support
What do you like best about the product?
I love that we assign tickets to team mates and also get to see each others tickets.
What do you dislike about the product?
Pending tickets sometimes end up falling through the cracks.
What problems is the product solving and how is that benefiting you?
It keeps the customer and the staff working on solving an issue all on the same page.
Recommendations to others considering the product:
Great product and helps managing tasks with a big team especially one that is not all in the same office.
Simplicity
What do you like best about the product?
What I like best about Zendesk is the cleanliness that it tracks your requests (issues). Zendesk is easy to pick up and easy to revert back on previous requests. When I receive automatic updates from the software, the ticket number is clearly visible at the top of the email.
What do you dislike about the product?
I do not have anything to dislike about Zendesk. If I had to say something, I'd comment on the lack of CSS that is involved in the main page. It's nothing that drastic or anything, but if I had to comment on anything, that would be it.
What problems is the product solving and how is that benefiting you?
The main problems we're solving through Zendesk support is our communication between our LIMS system and our IT team. We have many requests open at a time, and having Zendesk being able to organize that for us has been a huge help. The benefits that have helped us are the alerts we receive from the system if an issue needs our attention b/c we may have forgotten about it after a few days.
Recommendations to others considering the product:
Extremely easy to use! Don't hesitate on using Zendesk for your IT needs as it is a convenient software to implement with the team.
Excellent Tool
What do you like best about the product?
It just does the basics very well. Easy way of keeping track of tickets.
What do you dislike about the product?
Nothing at all - Zendesk does exactly what is promised.
What problems is the product solving and how is that benefiting you?
A better method of managing customer support tickets and responses.
Nice support software
What do you like best about the product?
Easy to respond to tickets and user friendly
What do you dislike about the product?
The unique id on each email chain some time end users use old tickets to open a new request: should be a way once it’s closed out to not reopen it.
What problems is the product solving and how is that benefiting you?
Internal analytics support
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