Zendesk Suite
ZendeskReviews from AWS customer
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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.
Make easy the support interactions with your clients
What do you like best about the product?
- Easy to install and to use,
- The SLA views provide the tickets' status and
- The support to a variety of brands, products, services, etc.
- The SLA views provide the tickets' status and
- The support to a variety of brands, products, services, etc.
What do you dislike about the product?
- Creating roles and permissions is limited,
- Some reports available are awkward and limited.
- Some reports available are awkward and limited.
What problems is the product solving and how is that benefiting you?
The 24/7 Customer support allow the tickets creation in any part of the world, in any schedule, by the company's branches workers.
Simple and straight-forward product
What do you like best about the product?
The simplicity and e-mail integration is especially helpful. This makes our e-mail-centric client base easy to work with and helps us manage all of our support requests.
What do you dislike about the product?
I wish there were better tools to handle tickets en masse, and also integrations with our phone support so we can track time spent on calls if that is how a support request is handled instead of a regular ZenDesk ticket
What problems is the product solving and how is that benefiting you?
All of our support requests we prefer to handle through ZenDesk. This includes both answering simple questions but also more longer-term projects where we like to manage the communication channel through a ZenDesk ticket. It centralizes all of that.
Recommendations to others considering the product:
Become and expert with macros and with other scalability features
Exhaustive Helpdesk Software for large organisations
What do you like best about the product?
I like the fact that there are various integrations available, along with a lot of business rules, forms etc those can be written. The market place allows you to add applications to make your work easier and streamlined. Zendesk probably has one of the biggest helpdesk marketplaces.
What do you dislike about the product?
It sometimes gets a little complicated with a lot of rules. Further, I feel the analytics can be much better. You have to almost always make your dashboard on Good data, even the simplest ones.
What problems is the product solving and how is that benefiting you?
We use it as a daily driver for solving all customer support tickets, along with generating tickets when any actionable is needed for specific functions.
Good enough, but lacks key features
What do you like best about the product?
Using Zendesk to manage your online Guide or Help Center works well enough, and is integrated with Zendesk which is nice. This means you can understand who is searching for what, and if any of those searched are returning results.
What do you dislike about the product?
Understanding what articles will appear based on what searches is somewhat cryptic. It doesn't seem that the entire article is searchable, meaning that a user could not be served up the exact article they need, just because their search query is not in the headline
What problems is the product solving and how is that benefiting you?
replying to customers, looking at what they view in our help center
Zendesk is the best!
What do you like best about the product?
Its very easy to track the status of tickets and folloups, collaborate both internally and externally.
What do you dislike about the product?
Recipients on tickets, often complain it is not easy to see who else is CC'd on a ticket (despite our adding that information to the body of the ticket, at the top). This results in frequent emails that people think are private, when they are not. Zendesk needs to to better to make this information clear.
What problems is the product solving and how is that benefiting you?
Because we can tag tickets, we are able to gain helpful insights into what issues are frequent.
Outstanding Solution
What do you like best about the product?
I have been using Zendesk at my company and at some of our clients for us. It is easily the best solution out there and I have seen quite a lot. The best feature for me is the ease to set it up and use it. I mean you can literally be up and running with a support solution that beats most other offering within just a few hours. It also scales and adjusts really well. I mean we are using just a few features for customer facing support in my company, but I have used it in large scale operations that have been using all the bells and whistles. Out of the box, it can handle anything from support tickets to knowledge base and support forums. Last, but not least, it integrates well with other solutions. For example, we are using Jira to track our development work and we got it working within minutes.
What do you dislike about the product?
Honestly, I can't think of anything I don't like about the software!
What problems is the product solving and how is that benefiting you?
For us, it is handling customer tickets and we also have been able to feed these support tickets to our developers without having to have the customer communicate with the developer directly. With a little bit of extra effort, it also helps us to avoid duplicate tickets.
Recommendations to others considering the product:
I think it can handle different industries very well and, most importantly, it is easy to use for customers. My recommendation is to start with your most important features and then add additional features over time.
Powerful helpdesk software for better business and customer satisfaction.
What do you like best about the product?
Zendesk is super easy to use and to communicate with different other teams is very easy.very good customer support and it has 24/7 support .Zendesk has a great job in seriously improving their product listening to their customers and releasing new features to make their customers feel very happy. it is fully featured and comprehensive .
What do you dislike about the product?
The least about the software is that this software is getting struck sometimes due to adequate request and on multiple selection and the latest software is now which is working very fine and fast
What problems is the product solving and how is that benefiting you?
It helps us better understand the pending issues and what are the better ways is minimizing the issues in future and additions features i like the most are as below:
1)Open API
2)We can export the tickets to view in CSV.
3)Include public and private forms
4)SSO with twitter Facebook
1)Open API
2)We can export the tickets to view in CSV.
3)Include public and private forms
4)SSO with twitter Facebook
ZenDesk works well for CS
What do you like best about the product?
It automates most of the process. It is very customizable to fit the companies needs.
What do you dislike about the product?
UI could be improved a little bit. There are some glitches with timing.
What problems is the product solving and how is that benefiting you?
Customer inquiries. We are able to filter inquiries by the department and easily assign them where they need to be.
Convenient and Easy to use
What do you like best about the product?
This is very easy to use and allows us modern opportunity to interact with customers on their terms.
Nice graphing and love the ability to directly chat a site visitor if wanted. Love all the features to see where your customers are located and what they are viewing on your website AND how many times they've visited your site.
Nice graphing and love the ability to directly chat a site visitor if wanted. Love all the features to see where your customers are located and what they are viewing on your website AND how many times they've visited your site.
What do you dislike about the product?
Sometimes the program freezes or kicks you out for no reason.
What problems is the product solving and how is that benefiting you?
Communication with customers! Not everyone likes talking on the phone or making a phone call. They prefer to click the 'chat now' button to have their questions or issues addressed.
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