Zendesk Suite
ZendeskReviews from AWS customer
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Zendesk Decent
What do you like best about the product?
Good mobile app, great history tracking, good use of canned messges
What do you dislike about the product?
Can’t set out of office hours without having to click that you’re active when you return.
What problems is the product solving and how is that benefiting you?
Great history tracking and client management. Notes sections helpful
We have been Using Zendesk for 2 years
What do you like best about the product?
Zendesk has really set the bar for what a helpdesk should be. The ticket system, the integrations, everything just works.
What do you dislike about the product?
The cost. Really that is the major hurdle for most. Thankfully, they have a startup program which gives you the ability as a startup to afford some of the enterprise features.
What problems is the product solving and how is that benefiting you?
Dealing with new customers and their questions.
Recommendations to others considering the product:
If you are looking for support software and willing to take a bit of time to learn how to maximize all of its capabilities, Zendesk is for you.
Zendesk Chat Rocks!
What do you like best about the product?
Zendesk provides a great way to facilitate communication with your customer base. It's easy to use and the take rate is great!
What do you dislike about the product?
There is not much to dislike! They could make the authoring system a bit more intuitive.
What problems is the product solving and how is that benefiting you?
Offering a chat session when on a support page.
Zendesk Talk is best way to personalize Support
What do you like best about the product?
What I liked about Zendesk Talk is that it's a cloud-based system so easy to access when we want and secondly the call feature as it helps to provide real-time and personalize support to our clients. It also allows personalizing greetings and record calls.
What do you dislike about the product?
There is nothing much that i dislike about it as it has helped us refine our customer experience. but the training and implementation took long.
What problems is the product solving and how is that benefiting you?
It has helped us resolve our customer experience and provide real-time and quick response to our clients as well it has helped us manage the flow of questions.
Recommendations to others considering the product:
Really recommended if you have a big customer base and you want to clear out questions and queries in an efficient and real-time manner. It may help you build a strong brand.
So user friendly
What do you like best about the product?
Zendesk is like a one stop shop. I’m able to find the answer to user inquiries all in one system.
What do you dislike about the product?
I haven’t really found anything I dislike and I’ve been using it a little over a year.
What problems is the product solving and how is that benefiting you?
I am sending emails to Ibotta app users. I like the ability to have prewritten emails(macros).
Complete and clean
What do you like best about the product?
Filled all of my expectations, recommended
What do you dislike about the product?
I have no major complains or objections to present
What problems is the product solving and how is that benefiting you?
A custommer support solution
Recommendations to others considering the product:
First have a chat with their support to make sure
Enjoyable Experience
What do you like best about the product?
Really easy to work with, easy to set up and cofigure
What do you dislike about the product?
Not so much options to customize, I found it very limited
What problems is the product solving and how is that benefiting you?
Custommer Support
Recommendations to others considering the product:
Is an excellent value, try it
The best support tool available.
What do you like best about the product?
This has everything. Apps to track agent times, apps to check grammar, apps to translate, apps to link to your system tools. You can customize your responses with bold, italics, quotations, hyperlinks, images. create thousands of macros for pre made responses for others to use. Make and receive calls, which are recorded, and can be saved as mp3 files. Create user organizations to direct users to certain queues. Fast and reliable. Manages spam, can block users from contacting your support, help desk integration.
What do you dislike about the product?
Nothing, it's the perfect tool for any job.
What problems is the product solving and how is that benefiting you?
Customer ticket history is kept forever, unless removed by customer request, you can always go back and see what was done and what the user was told before.
Help desk forms clearly let customers know what information they should submit to receive the best assistance.
Call time tracking for accurate billing.
Integrated Apps to track employee productivity. Always know what your employees are doing.
Help desk forms clearly let customers know what information they should submit to receive the best assistance.
Call time tracking for accurate billing.
Integrated Apps to track employee productivity. Always know what your employees are doing.
Recommendations to others considering the product:
Use the apps, forms, and all possible integrations to best track, sort, and answer your customer requests. Taking advantage of the full potential of this product will make your customer support reps happy and efficient.
Worked great for what we needed
What do you like best about the product?
I liked the search ability when looking at tickets. It was heavily customizable and made it so I didn't have to use any reporting tools to find what I need.
What do you dislike about the product?
When there were too many queues on the left-hand side it would smash together and make it hard to see the other queues.
What problems is the product solving and how is that benefiting you?
Customer Relationship Management
Zendesk is a Support Tool for All
What do you like best about the product?
Zendesk has an all inclusive approach which makes adding support to your web application seamless and painless. I really appreciate all that they have to offer especially for small businesses who don't have the resources to have an entire support department.
What do you dislike about the product?
There are some issues in the UI/UX for the dashboard when managing your account and the various support features which are available to users. I'd also like to talk about their API or Widget as they call it. We use it on a few of our sites and have had issues with the limited ability to customize it. For one, there's no way for a customer to hide the widget once it's on your site. This means that if they use the browser to zoom, or if they have a prohibitively small display it will overlap with your content. This has been a big headache for us and I would like the ability through the API for the customer to be able to hide the widget. If they were to add this that would take away my biggest complaint.
What problems is the product solving and how is that benefiting you?
We use the help site to post articles about our software. This acts as a platform for making articles which our users can search through to learn about our software. This also helps our search engine optimization as they almost all point back to our website.
Recommendations to others considering the product:
It's worth it for us and we really enjoy using it.
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