Zendesk Suite
ZendeskReviews from AWS customer
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Good for small businesses
What do you like best about the product?
Zendesk is an easy to use support platform that is customizable with a lot of functionality, combined with a straightforward user interface.
What do you dislike about the product?
I wish the API had slightly better documentation to help with integration support.
What problems is the product solving and how is that benefiting you?
We use Zendesk internally and externally to customer support issue tracking and resolution. Zendesk provides basic analytics which helps us make more informed business decisions.
Recommendations to others considering the product:
Zendesk has a low barrier to entry, and can be a powerful tool if your company requires a support solution. Its easier to setup than many other ticketing systems, but can be more limited in some regards.
Very awesone tool
What do you like best about the product?
Very awesone tool. Easy to customise to meet your needs. Has the features Salesforce is missing. Love the scrolling announcements and alerts. Custom workflow make routing cases seamless. There are some basic functionalities missing from the end user experience I believe could enhance the overall experience. Very fast. I am not experiencing any lags or issues loading the app though there's a lot of data inside the app
What do you dislike about the product?
You have to be a little bit techy on exploring the use of the app
What problems is the product solving and how is that benefiting you?
none
Recommendations to others considering the product:
None
Probably the best tool on the market but much left to be desired.
What do you like best about the product?
It's flexible, extensible, and probably the best enterprise solution out there.
What do you dislike about the product?
Filtering of spam emails. There help support bot needs work surfacing the correct answers to questions asked by prospects and customers. When sales dept forwards an email into support because its a support related customer question the email sender is disconnected from an account and references the Sales rep as the inbound sender. It just messes up email to account tracking and it's extra busy work to fix. I would be willing to try a different tool if it met our needs and I was easy to setup.
What problems is the product solving and how is that benefiting you?
Centralizes support requests, for the most part.
Recommendations to others considering the product:
Take into consideration developer resources. The tool is more powerful if an engineer can build things to customize your reps workflow.
Great support suite
What do you like best about the product?
I love Zendesk! We run a small hardware company and it's great for tracking interactions, tickets and the customization features are super great. The reporting details are awesome.
What do you dislike about the product?
I really dislike the dashboards/explore feature. It is really hard to learn. Why can't I make an easy to use dashboard without having to chose all these metrics?
What problems is the product solving and how is that benefiting you?
We are actively able to track interactions, provide feedback to agents where necessary, and gain a better insight as to how our customers are feeling about our products and customer service.
Decent program for an okay price
What do you like best about the product?
The program does what it needs to and that's about it. It does however have a great scalable options that are convenient for growing companies. Also, the 'keeping everything in one place' is nice. The chat feature is obviously what this program is mainly used for. There are dozens if not hundreds of these types of support chats online but this company makes for a well stream lined platform that works well even on mobile.
What do you dislike about the product?
The wait times for the Zendesk Support hotline seemed a bit long for a company dedicated to support. I wouldn't recommend trying to get a problem solved quick. Its an unfortunate truth. The issue with this company for me is that things come in packages mainly. However, the packages support a variety of options that I personally find necessary for the most part.
What problems is the product solving and how is that benefiting you?
We used this program primarily for ticket forms set ups, filing and storage for customer complaints and suggestions. We occasionally used the multilingual options when necessary but it was rare, not sure if it was necessary.
Recommendations to others considering the product:
I would highly recommend this product if you NEED their wide range of support features such as SLA reviews, multilingual support (for international businesses) or channel integration. If you need simpler features there are much cheaper options.
Support Team's Dream
What do you like best about the product?
The best part of using zendesk is how user friendly the experience is!
What do you dislike about the product?
Nothing really, most of the time it makes workflow easy so no complaints here!
What problems is the product solving and how is that benefiting you?
This helps keep record of support request from those customers that always ask the same question. We can simply refer them to a ticket number if they ask the same thing again.
Recommendations to others considering the product:
Always do your research but I can say this product is what you are looking for in terms of a ticket system.
Zen desk Vibes
What do you like best about the product?
Zen desk is cool and yet accessible to al Cumpters Technicians and It
What do you dislike about the product?
It can run slow at times but other than that. It is cool.
What problems is the product solving and how is that benefiting you?
The clarity , classification in a secretive way other non computer people are not used to.
Recommendations to others considering the product:
It’s convenient and smooth!
Not the freshest UI but gets the job done
What do you like best about the product?
There was very little Zendesk couldn't do.
It allowed my team to answer upwards of 4000 tickets a month and gave the team transparency to see others work for training and quality assurance.
It allowed my team to answer upwards of 4000 tickets a month and gave the team transparency to see others work for training and quality assurance.
What do you dislike about the product?
Biggest issue was the lack of notifications. On slower days we'd get only a few emails an hour and it was a bit frustrating having to refresh the page to check. This also allowed for teamates to easily forget and let an hour go by without checking.
What problems is the product solving and how is that benefiting you?
We were solving commutes with micro transit solutions.
Zendesk: Best customer service you can have in front of you
What do you like best about the product?
Zendesk as a tool does what it is supposed to do, and it does it well. We used Support + Guide products, for ticketing for our e-learning business, and also for our Self-Serve support (knowledgebase). It is full-featured and comprehensive. As far as support rep work goes, it's simple, to the point, and it integrates well with any tool because it is such a large company. It is designed for an enterprise company.
What do you dislike about the product?
Because it is so full-featured, it can be years' work to get everything set as you need, and they provide little to no assistance. Some of the basic settings are so deep and so spread out, you'll spend hours reading through Help articles to understand how to customize your ticket form. It is NOT small-business friendly, it is really meant for large companies with someone dedicated to maintaining this software.
What problems is the product solving and how is that benefiting you?
What business problems are you solving with the product? What benefits have you realized?
I'm not currently solving any problems with zendesk and i think that in the time that I use it I will not, the most marked benefit is that 3 years from now, my sales have been increasing by 25% thanks to the fact that the client feels safe and cared for when he asks about anything, that is the thing that attracts the most customers.
I'm not currently solving any problems with zendesk and i think that in the time that I use it I will not, the most marked benefit is that 3 years from now, my sales have been increasing by 25% thanks to the fact that the client feels safe and cared for when he asks about anything, that is the thing that attracts the most customers.
Recommendations to others considering the product:
There are similar products; but i reccomend Zendesk because it is one of the best things that the internet can offer, it is what people wants; 24/7 assistance, quality support, Great interface and a good price for it.
Feedback
What do you like best about the product?
Ovarall thr software is use. It has sufficient integrations
What do you dislike about the product?
It is not just lack of automation but long term awareness
What problems is the product solving and how is that benefiting you?
Customer resolution
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