Zendesk Suite
ZendeskReviews from AWS customer
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Seamless
What do you like best about the product?
We work with a variety of the Zendesk software products, because they integrate so seamlessly with our e-commerce platforms.
What do you dislike about the product?
Not much...of course, more customization features are always wanted, and more pre-formatted auto-reply categories covered for our specific industry would be awesome.
What problems is the product solving and how is that benefiting you?
We use Zendesk chat with our e-commerce site, and this really helps us during our off hours, or when our guys can't make it into the office and just need to work from home or the field.
Recommendations to others considering the product:
Simple and easy to use, I highly recommend this to anyone looking to implement a better support system. Works great for internal tracking as well as my crm.
Seamless solution for all customer support needs
What do you like best about the product?
Easy to setup, great customer service from Zendesk itself, variety of tools that help pinpoint specific issues, and much more that make this a one-stop solution for customer support
What do you dislike about the product?
Many moving parts but having a dedicated account manager can help
What problems is the product solving and how is that benefiting you?
Excellent customer support, efficiency in solving tickets, smooth navigation
Recommendations to others considering the product:
Look at all your customer support needs - do you want real-time help, how many customers do you have and what is the existing solution, how deep is the knowledge base, etc.
Awesome tool
What do you like best about the product?
I love that you can Build a customizable help center it helps to be more efficient and get to a resolution quicker so that the clients are happier sooner
What do you dislike about the product?
So far I like all the aspects of this tool. I have yet to find any complaints about the Zendesk guide
What problems is the product solving and how is that benefiting you?
I have yet to find any complaints about the Zendesk guide
Well rounded Help Desk Solution
What do you like best about the product?
Extremely easy to setup our instance and get rules working for support requests
What do you dislike about the product?
Email can be delayed at times. It would be nice to have ways to troubleshoot the email delivery when there are issues
What problems is the product solving and how is that benefiting you?
Simple and thorough Support ticketing solution
Zendesk
What do you like best about the product?
I like that it’s easy to merge tickets etc. that way we can be organized and not talk to the same person multiple times
What do you dislike about the product?
I don’t like how it doesn’t integrate with everything easily. Also the chats are weird
What problems is the product solving and how is that benefiting you?
We were able to organize our tickets amongst everyone easily
Intuitive Client Wiki
What do you like best about the product?
Ability to create easy-to-use knowledge bases for our clients.
Ability to manage user access levels.
Ability to directly embed a variety of smart content, rather than having to link out.
Ability to manage user access levels.
Ability to directly embed a variety of smart content, rather than having to link out.
What do you dislike about the product?
Not very much to dislike so far in my experience.
What problems is the product solving and how is that benefiting you?
We were able to move off an outdated wiki that was difficult to use/update/manage/etc.
Previously had to have separate internal and external wikis for employees and clients.
Previously had to have separate internal and external wikis for employees and clients.
Good (but not great) Knowledgebase
What do you like best about the product?
The Zendesk Guide interface is fairly easy to navigate. I like that you can easily assign Articles to different Categories, and that you can re-arrange all of the content. I also appreciate that Zendesk *finally* added the View History feature, so that you can see what changes were made, when, who did them, and revert back to any revision.
What do you dislike about the product?
The text editor needs some improvement. Copy/paste adds a lot of markup to the code, so you have to manually clean up in the Source Code view.
I would also like Zendesk to offer some sort of Synonyms feature. For example, if a user searches for "couch", but you use the word "sofa", then results with "sofa" would still appear. Right now, you can add Labels to articles, but those are difficult to manage, especially if you have a lot of articles.
I also want Zendesk to offer an easy way to get metrics; right now, you can't even export a list of all of your articles to CSV format (or at least not that I'm aware). You can use Google Analytics, but it would be easier if data-reporting was built-in.
I would also like Zendesk to offer some sort of Synonyms feature. For example, if a user searches for "couch", but you use the word "sofa", then results with "sofa" would still appear. Right now, you can add Labels to articles, but those are difficult to manage, especially if you have a lot of articles.
I also want Zendesk to offer an easy way to get metrics; right now, you can't even export a list of all of your articles to CSV format (or at least not that I'm aware). You can use Google Analytics, but it would be easier if data-reporting was built-in.
What problems is the product solving and how is that benefiting you?
My company uses Zendesk Guide in conjunction with Zendesk Support. We create articles and known issues in Zendesk Guide, and then an agent can easily link those articles to customers if the issue is relevant. Overall, we like using Zendesk Guide, and it meets our needs.
Recommendations to others considering the product:
I would only use Zendesk Guide if you're using Zendesk Support.
Worked well for what we needed
What do you like best about the product?
Zendesk Guide has the ability to use multiple Help Centers, distinguishable by brand, product, etc. We are able to leverage this well with our multi-brank, multi-product software.
What do you dislike about the product?
Reporting - Zendesk reporting, in general, has been a barrier for us. We're able to surface some of the metrics we need, but others require exporting data and having our BI + Data Science teams do work.
Not necessarily a disklike, but something we did not get around to due to resource restraints: ability to brand/code to create a specific experience is possible, but know what you're getting into. We didn't leverage this as well as we could have, rather just used the built-in branding tools.
Not necessarily a disklike, but something we did not get around to due to resource restraints: ability to brand/code to create a specific experience is possible, but know what you're getting into. We didn't leverage this as well as we could have, rather just used the built-in branding tools.
What problems is the product solving and how is that benefiting you?
Multiple Help Centers, branded differently based on product and customer. We provide services based on multiple products and support both B2B and B2C. Being able to separate the business needs and support the different customers based on product has been a must.
A True Customer Support Software To Improve Response Time
What do you like best about the product?
It is easy to user, very friendly, It can easily be customized as per your needs.
What do you dislike about the product?
I was in love of this, I couldn't find anything which I can say I dislike in it.
What problems is the product solving and how is that benefiting you?
Providing customer support, the benefits that I realized that I have increased the response time.
Zendesk guide is easy to use and low effort to deploy
What do you like best about the product?
Its pretty simplistic which also makes it easy to use, administer and customize.
What do you dislike about the product?
part of it being simple is that it doesn't always give you the options you need, which means editing code directly or paying for new themes or templates
What problems is the product solving and how is that benefiting you?
we are using it to host our help articles, and to serve them up in app through another app called elevio. We have realized a huge drop in ticket volume and an increase in users self serving.
Recommendations to others considering the product:
do your research and be sure that all your use cases can be met with zendesk
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