Zendesk Suite
ZendeskReviews from AWS customer
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Using Zendesk with a Small Team
What do you like best about the product?
It is an incredibly versatile tool that is flexible to fit the needs of your team. For instance, we do not utilize the chat features, but we do use the guide feature. This ability to pick and choose allows us to support our clients in the way we desire without breaking the bank.
What do you dislike about the product?
Sometimes it can be too confusing, especially when seeking to setup new agents. Many of the features are ones that are used once and then you have to spend a lot of time reviewing the support documentation to figure out how to modify them in the future.
What problems is the product solving and how is that benefiting you?
The biggest benefit is issue tracking and reporting over time which allows us to see important trends. It also provides accountability to our agents for quality and timely responses to customer issues. Recently we started using the customer satisfaction component which has been a great way to pinpoint issue that may not have been fully resolved, or allow us to reach out to customers who were feeling slightly disgruntled after their support experience.
Recommendations to others considering the product:
This is a great product that does what it says. Multiple levels allow you to pay only for what you need depending on the size of your business.
We use for Internal Service Desk support and it is good.
What do you like best about the product?
The minimalistic User Interface design for creation of service tickets is good. UI is not cumbersome when more fields are shown for ticket creation.
What do you dislike about the product?
When there are many branches and sub-categories it is difficult to traverse and select the required option.
What problems is the product solving and how is that benefiting you?
Internal Service Desk tool for day to day IT needs and access control requests.
Zendesk Support
What do you like best about the product?
The ability to add in customized widgets, such as searching resources without leaving the page, and auto-linking external content. It's helpful that history is saved so far back as well, as reviewing old tickets is invaluable
What do you dislike about the product?
There have been constant collisions, meaning more than one person ends up in the same ticket. It wastes everyone's time
What problems is the product solving and how is that benefiting you?
We're able to respond to our customers/track progress effectively
Recommendations to others considering the product:
As far as I can tell, the Zendesk team is very responsive when we report bugs/issues with the software. They've helped us develop tools that are customized to our company, which has proven invaluable.
Zendesk delivers on ease of use, features available for support.
What do you like best about the product?
I like that zendesk has a clean UI to use, a bunch of new reporting features that allow me to grab reports of key metrics for my team and the firm. They have options for the client to reach us, via the helpdesk opening a ticket, sending an email to the support email for zendesk, and calling in.
What do you dislike about the product?
The ability to set automatically the SLA breach emails to a certain product, so the whole company doesn't get the breach emails, is annoying, Zendesk phasing out support for Internet Explorer as most firms use this, and out of box reports built are lacking for Zendesk.
What problems is the product solving and how is that benefiting you?
One place to manage support and helpcenter knowledgebases is key for us using zendesk. It is seamless integrating with teams, and other programs. Clients like our fast responses, and this is due to the tracking in the reports we do weekly on response times and solution times.
Zendesk is helpful to learning new processes
What do you like best about the product?
Zendesk makes it easy to learn how to complete different procedures without needing to schedule an appointment with a superior.
What do you dislike about the product?
The interface of Zendesk guides could be a bit more user-friendly in terms of its design.
What problems is the product solving and how is that benefiting you?
Zendesk helps to save time by taking away the need to have in-person meetings when learning new things.
sales booster
What do you like best about the product?
I have noticed since i have implemented this chat profile it has help with the bottomline as well cut down alot on certain costs
What do you dislike about the product?
Im still in the beginning stages so the system appears flawless as of now
What problems is the product solving and how is that benefiting you?
I noticed most companies are going with a chat platform now and customers prefer this method. me personally i love actualy verball convo but its a sign of the times
Zendesk
What do you like best about the product?
The functionality with the different settings
What do you dislike about the product?
The platform tends to lag as far as speed causing delays in flow and responses.
What problems is the product solving and how is that benefiting you?
The volume of customer emails that come in
Recommendations to others considering the product:
Yes
Zendesk is a great customer support product and helps to exponentially increase agent productivity.
What do you like best about the product?
I love the ability to create macros, business rules and the abundance of integration apps available in their marketplace. A combination of these helps my staff do their work way faster than they were able to in the past.
What do you dislike about the product?
I don't like that the zendesk chat/support widget can't be embedded in salesforce in the bottom like a pop up. Most importantly, Good Data, their analytics tool is very complicated to use unless you are a fluent techie.
What problems is the product solving and how is that benefiting you?
We tried to:
1) Reduce the number of similar kinds of tickets we kept providing support on.
2) Create more automations in our tickets and SLAs
3) Provide a more seamless support experience to the user.
Our agents are able to work much faster now and with automations, they don't need to do certain tasks manually. Our users are able to see statuses of their tickets and learn about business processes through zendesk guide so they are also better informed.
1) Reduce the number of similar kinds of tickets we kept providing support on.
2) Create more automations in our tickets and SLAs
3) Provide a more seamless support experience to the user.
Our agents are able to work much faster now and with automations, they don't need to do certain tasks manually. Our users are able to see statuses of their tickets and learn about business processes through zendesk guide so they are also better informed.
Recommendations to others considering the product:
I would highly recommend this product to any company with a helpdesk. If you want to empower your agents for success and ensure that your users are able to move in a self serve direction - this is the right tool for you.
Flexibility and scalability = Zen
What do you like best about the product?
We used Zendesk for our certification for users and loved the ability to track certain user journeys as they used our training. Zendesk is also incredibly flexible in what it can do with custom coding.
What do you dislike about the product?
I disliked the clunky navigation. Well, clunky isn't fair. It just felt like a lot of menus to get where I needed to go. I also disliked that links are only available a certain article- you can't copy pictures or videos and put them into different articles.
What problems is the product solving and how is that benefiting you?
Scalability was a huge problem that we solved with Zendesk. We kept track of so many variables manually that Zendesk solved for us that was a huge plus.
ZenDesk
What do you like best about the product?
Its nice having pre made macros to send out
What do you dislike about the product?
The lack of amount of macros available as well as being able to track feedback is difficult to understand.
What problems is the product solving and how is that benefiting you?
We use it for customer relations as well as keeping track of things that need to be taken care of.
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