Zendesk Suite
ZendeskReviews from AWS customer
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Useful
What do you like best about the product?
Integrates into the ticketing system easy to use
What do you dislike about the product?
I don’t have anything negative to say about the product
What problems is the product solving and how is that benefiting you?
With zen desk talk it’s easy to deal with customers while working on support tickets
Zendesk is an excellent tool for the management of requirements or requests
What do you like best about the product?
Their specific user roles allowed me to implement the tool in the organization in a short time, even without investing much time in training because it has very good material for users on the web.
What do you dislike about the product?
there should be helping tools and training guide too, little bit complicated
What problems is the product solving and how is that benefiting you?
Zendesk allows me and my team to keep all information about our customers in one place, so communication with customers is effective and personal. For a long time we did not manage to establish a clear and well-coordinated work with our customers, but with the Zendesk its became possible.
Amazing!!!
What do you like best about the product?
The customer service! If I ever needed assistance, I was actually excited to reach out to them to have my problem solved. They always made sure they helped walk me through everything before the conversation was finished. Everything seems to be up to date, never buggy and they always listen to their customers. If we make suggestions, they listen and don't ignore what their customers are asking for! The price you pay definitely reflects in the software!
What do you dislike about the product?
You have to pay more for the better features. While it doesn't burn a hole in my pocket personally, it would be nice to see that for one solid price across the board, everyone pays the same price for the same things. As far as the Roles and Permissions, creating roles or permissions for other users is limited. Being able to have more control over who sees and accesses what would be great! Sometimes, when a chat ticket is put in, it takes a while to process. Sometimes, it will crash kicking the user out, having to start the conversation again with another agent. If it doesnt crash, it will take a while for it to come through to our end.
What problems is the product solving and how is that benefiting you?
Locating purchase orders, and helping to walk through orders online, and processing payment
Recommendations to others considering the product:
Pay the price for the better features, if not you're going to wish you had, as it makes it a lot easier and better to use
Speedy But Clunky
What do you like best about the product?
I like that Zendesk is speedy. Coming from different ticketing systems, Zendesk is a downright thoroughbred. The layout is fairly intuitive and clean and isn't a text-box-cluttered nightmare. It runs well in just about any browser and the mobile site isn't bad either.
What do you dislike about the product?
Using Zendesk is somewhat clunky, at least in our instance. It's very picky about the ticket detail fields that you fill out and can refuse to even save an existing ticket if the country (for international instances) isn't populated. The rest of the mandatory fields can wait until you close it, but Country will cause ZD to error out with no explanation.
What problems is the product solving and how is that benefiting you?
For now, we're just using it as a ticketing system for our two help desk branches. It does the job for that. Rolling out self-servicing articles is pending.
Recommendations to others considering the product:
If the pricing is good, go for it. It's far less annoying than other systems I've used.
Overall an excellent product that aids in being responsive to requests
What do you like best about the product?
I like the internal note section which helps in handing a ticket off to a colleague. Being able to attach something and have it come in as a hyperlink to make sure it doesn't get removed by customer email filters is real nice.
What do you dislike about the product?
3 things come to mind. First, as an agent in a sub account, i cannot rate the awesomeness of a colleague in another sub account. Internal notes also can be read by colleagues in another sub account (we are entirely different organizations within our company.) Lastly, while the hyperlink for attachments are great, they sometimes get lost on the customer and we have to put in a note where to find the attachment. Having those be more visually prevalent would be a nice touch.
What problems is the product solving and how is that benefiting you?
I work in DevOps and we get passed tickets from our customer support and can handle the request and pass it back to to them which is great. We also handle requests internally from our dev org and can track and triage accordingly.
Used for HelpDesk Support
What do you like best about the product?
I liked the level of accountability within the software. It kept track of each help ticket and the status of each one. Easy to set up and easy to use.
What do you dislike about the product?
There wasn't anything that I didn't particularly like about the software. Interface and design were very easy to use. Overall a great solution for help-desk support.
What problems is the product solving and how is that benefiting you?
This allowed internal employees to create helpdesk tickets and allowed management to track the progress of each ticket.
Interface is very clean
What do you like best about the product?
As I said, the interface focuses on the most important options. I like that it's distraction-free and the flow of selections is seamless.
What do you dislike about the product?
Nothing. Very easy to use and have never experienced any problems with it.
What problems is the product solving and how is that benefiting you?
I submit tickets that help with reporting the current status of scooters around my city. By providing proof thru attaching images, it makes it easier for the other end to better assess the situation and how to go forward to solving it.
excellent support portal
What do you like best about the product?
easy to use regardless of skill level--customizable for technical people, straightforward and intelligible for total luddites
What do you dislike about the product?
nothing at all--i feel like they've made something that works for a wide variety of use cases
What problems is the product solving and how is that benefiting you?
triaging tech support from urgent problems to simple requests for a variety of users at multiple locations
Reliable Helpdesk ticketing system
What do you like best about the product?
I like that users can simply reply to the email update and that email response will automatically be added to the notes section of the helpdesk ticket
What do you dislike about the product?
I dislike the inability to export all of my helpdesk tickets for analysis.
What problems is the product solving and how is that benefiting you?
This is being used as a simple helpdesk ticketing solution. Its a great tool and the benefit is just a simplified tool for end users.
Recommendations to others considering the product:
Easy to use tool for end users.
Near perfect Help Desk Solution
What do you like best about the product?
Quick and easy setup. Teamwork is front and center
What do you dislike about the product?
Emails can be delayed at times which can make me question if a problem has been resolved or not.
What problems is the product solving and how is that benefiting you?
Teamwork
Centralized communication
simple for everyone to view status of their requests
Centralized communication
simple for everyone to view status of their requests
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