Zendesk Suite
ZendeskReviews from AWS customer
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Meets Requirement. Has Scope of Improvement
What do you like best about the product?
The support ticket creation feature is easy to use.
What do you dislike about the product?
If there are Multiple Categories, the option to choose options from each subcategory can be made easier.
What problems is the product solving and how is that benefiting you?
Internal IT support
Zendesk Review
What do you like best about the product?
Ease of access right out of the box. Also the support has been responsive and top notch.
What do you dislike about the product?
Some of the reporting and addtional add-ons could be a little easier to use and understand.
What problems is the product solving and how is that benefiting you?
Ticketing and SLA system
Recommendations to others considering the product:
great product but if you want to go deeper with reporting you will need an someone that is experienced in report making.
Great tool forever
What do you like best about the product?
Easy to use for both customers and internal end users.teams can access globally, which helps to update real time without waiting for confirmation from others. User-friendly interface which takes less time to onboard the people. It helps to track bugs /fixes. Easy reporting and integration which makes life easy for management. Would recommend for each organization
What do you dislike about the product?
It has everything that's required for the customer-oriented organization. So far I don't see any concern
What problems is the product solving and how is that benefiting you?
it helps a lot as it supports Jira integration
Recommendations to others considering the product:
Yes
Great CRM for small and medium sized businesses
What do you like best about the product?
I've used Zendesk extensively over the past six years, seeing it grow in functionality over time. Although there are some limitations, like any platform, Zendesk is great for medium and small businesses that expect less than 500 support tickets per day. Implementing Zendesk and building out their reporting dashboards may take time but once they're setup your CRM will need minimal adjustment, when done right.
What do you dislike about the product?
I do wish their reporting was a bit more robust and live. Currently, their GoodData reporting allows you to view statistics from yesterday and before, but live. They do offer pre-built reports but it would be great if it was easier to create more advanced reporting.
What problems is the product solving and how is that benefiting you?
For a small company, Zendesk allows us to implement and manage a robust and affordable support infrastructure that provides self-service, email, and social support to our customers.
A go to live chat software for all the companies
What do you like best about the product?
Easy to switch option between the desktop and laptop and mobile helps in easy navigation and fetching the details from distinct devices in a single go.
What do you dislike about the product?
It's quite expensive and thus for new users seems bit dizzy.
What problems is the product solving and how is that benefiting you?
Being compatible with all the devices it makes it easier for me to communicate and attend the clients even while traveling. It helps me in enhanced chances of troubleshooting.
Zendesk is complicated, yet helpful.
What do you like best about the product?
does what it is supposed to do, and it does it well. . As far as support rep work goes, it's simple, to the point, and it integrates well with many tool because it is such a large company. Many o f our users are able to use it right off the bat, and others need to be taught a little.
What do you dislike about the product?
Interface is a bit cluttered, hard to find certain options and such.
What problems is the product solving and how is that benefiting you?
All kinds. HR problems, customer complaints, bookings, live chat with customers about questions they have with us. It definitely makes us feel closer.
Good overal but needs improving
What do you like best about the product?
UI is constant across platforms such as tablets phones and desktop. Oversimplified UI makes it easy to show new reps how to use the system.
What do you dislike about the product?
The email reply system is glitchy AF. For example the emails take about 15 minutes to surface into the system.
What problems is the product solving and how is that benefiting you?
We use it for tracking customer issues via email as well as integrating Issue resolution teams with the UX. However I wish It were better suited for actually finding customer data within Zendesk itself rather than relying on 3rd party apps to do so in the real world. A fully integrated solution would be WAYYYYYYYYYY WAYYYYY WAYYYY better.
Amazing Help Center - Simple, Efficient, Clever Design
What do you like best about the product?
The ability to hid your articles and preview them before publishing is amazing. Creating intricate help center articles can be tricky, so seeing how this ends up on the other side really helps. I would love if they included an auto-save feature so that my work gets saved all the time, but still, having drafts is also one of my favorite parts of the system.
What do you dislike about the product?
The formatting and placing images can be tough, but that would be my only complaint. A little more customization would be nice too but small complaints really. Also the integration to our own site is also difficult and caused a bit of problems. Signing into Zendesk every day can be a bit cumbersome but it's still worth it.
What problems is the product solving and how is that benefiting you?
We're helping our clients realize the potential of our product. We have a pretty complicated system and our clients need as much help as they can get. The more help center guides we create, the better we can offer help with guides on our product. More guides makes my support team happy
Recommendations to others considering the product:
If you are going to use Zendesk Guide, make use of the way to customize and organize into sections. I would stray away from allowing comments until your company is at a point where they will be productive and can respond to comments in some form, otherwise shut them off.
Great for interacting with customers
What do you like best about the product?
Zendesk support provides an easy to use customer service platform. The employees using it have ease and the customer's using it are not stressed.
What do you dislike about the product?
The only thing I don't like about Zendesk is that it can be difficult to integrate into multiple webpages on a website.
What problems is the product solving and how is that benefiting you?
Zendesk was used to gain feedback from customers and allow customers to communicate any issues they were having.
Knowledge base software which is easy to use and great for collaboration
What do you like best about the product?
Easy to set up.
Clear organization of content.
Good for collaboration. Even people without any experience with Zendesk can start writing articles right away. Everyone was able to contribute to the help articles.
Supports localization.
Clear organization of content.
Good for collaboration. Even people without any experience with Zendesk can start writing articles right away. Everyone was able to contribute to the help articles.
Supports localization.
What do you dislike about the product?
Although Zendesk makes it easy for every team member to contribute to the content, the editor does not make it easy if you want to write something that's more than plain text/HTML. For example, it's really difficult to write code snippets with it.
There isn't a way to clone a help center.
There isn't a way to clone a help center.
What problems is the product solving and how is that benefiting you?
We use Zendesk Guide for our new help center. Our customers as well as ourselves use the help center frequently as a guide for using our products. It alleviates lots of burdens on our support reps and helps us create a "self-service" experience. Our support reps have been able to increase efficiency and decrease resolution time of support tickets.
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