Zendesk Suite
ZendeskReviews from AWS customer
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Zendesk review
What do you like best about the product?
Useful to support technical helpdesk tickets
What do you dislike about the product?
Lack of customization and work flows to support ticketing systems
What problems is the product solving and how is that benefiting you?
Technical helpdesk support system
Zendesk Support
What do you like best about the product?
The best thing about Zendesk Support is the features and add-ons. The Round Robin assignment extension in particular is very useful for automating support ticket assignments.
What do you dislike about the product?
The UI can occasionally be not so user friendly.
What problems is the product solving and how is that benefiting you?
Zendesk Support allows us to have quick and efficient contact with our customers when issues arise.
Excellent product for customer support
What do you like best about the product?
We used tbe Zendesk. Suite and really enjoyed all of the features. Tbis saved so much time versus taking phone calls or emails for client questions or complaints. My clients feel they are takwn care of, and I know that their concerns are being handled properly. We use the chat feature ti service clients immediatly online. Tbis helps them to aviod waiting on the phone or my reps being tied up when they could be making another sale. We also enjoyed tje knowledge base for self starting clients. We know that many clients will utilize a system that allows them to get answers from reading as oppose to chat or calling. This puts the power in the hands of our clients. Unfortunately we no longer use this great software, bit I hope to use it agian soon.
What do you dislike about the product?
I personally do not like that they seem to use their own product. When I need support, it usually means I have many questions at the same time and cannot use a bot or chat to get answers. I know that these are great for most consumers but when I break down to fall support it is because I already read everything avaialble and was unable to gaet the proper response.
What problems is the product solving and how is that benefiting you?
We use to use this to aviod hiring extra people to wait for client support calls. Unfortunately we found many clients to be impatient and that after building a large client database, we needed a way to respond to the same questions from different clients. Especially the ones that didnt read the FAQ area on our web page.
Helpdesk ticket system for every business small and large
What do you like best about the product?
The ability to create rules to filter tickets based on severity and categorize by Business Name. It’s a great solution and will continue to use for years to come.
What do you dislike about the product?
Pricing can be a slight turn off, but it’s a top notch solution built on reliability.
What problems is the product solving and how is that benefiting you?
Helpdesk tickets logged and all requests resolved in a timely manner.
Great product for small to medium business
What do you like best about the product?
The ease of implementation and the add-on that we are able to utilize
What do you dislike about the product?
The monthly costs. Other that this we have a good product that works for us.
What problems is the product solving and how is that benefiting you?
Ticketing system. Reporting for metrics. User self-help.
Customizable Helpdesk with tons of integrations!
What do you like best about the product?
Very customizable! The ability to make workflows of rules is awesome. We use it for custom workflows and triggers to assign tasks to the appropriate groups.
What do you dislike about the product?
A little confusing to set up if you haven't used a product like this before. Webhooks are awesome but need to have a basic of understanding of how they work to use them. The full setup can be a little time sink-ish.
What problems is the product solving and how is that benefiting you?
Helpdesk with built in knowledge base.
Nice and Tricky
What do you like best about the product?
What I like best about zendesk is how it can be altered on a personal and large scale. I get that it has abilities to make your experience as quick as possible, however it can be difficult for basic features. It's great for internal use and leaving notes. I do like the different ways of 'solving' tickets.
What do you dislike about the product?
I dislike the features - IE changing font to bold, missing the CC ability - seems to be all BCC. At times - it would be nice to edit a internal note too.
What problems is the product solving and how is that benefiting you?
Having the chance to move tickets to your personal view and the benefit of putting emails 'on hold'.
works - could do better though
What do you like best about the product?
I like the flows majorly, it is able to route tickets seamlessly with just a few configurations.
What do you dislike about the product?
Not enough flexibility around dashboards or reporting. It is hard to configure dashboards and the account executives are not always the best resource.
What problems is the product solving and how is that benefiting you?
helpdesk support within the organization
Recommendations to others considering the product:
depending on what you are looking for, i think it works if you aren't looking for anything really sophisticated
Great software
What do you like best about the product?
This program is beyond amazing. It’s ever so easy and very streamlined. It’s great for the user and could not think of another program to use for this purpose.
What do you dislike about the product?
There is not much to dislike. I’d appreciate if there were more updates and features added over the years.
What problems is the product solving and how is that benefiting you?
Being able to submit tickets and work along with the company to easily tackle what needs help.
My Zendesk Experience
What do you like best about the product?
I appreciated the ability to configure the application. While using this product, I was a customer service manager and I had the ability to not only serve customers well using the tool but I also had the ability to track, manage and report on my staff.
What do you dislike about the product?
Because it is a SaaS application, there were small limitations that periodically caused frustrations, such as certain querying options to create new ticket views. Getting support from Zendesk was sometimes frustrating as well as I didn't always get the responses that I hoped for.
What problems is the product solving and how is that benefiting you?
I was able to use Zendesk Support to radically transform the way that our customer support team did our work. We were able to get a clearer picture of our customers through email, social media and phone calling.
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