Zendesk Suite
ZendeskReviews from AWS customer
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Easy to Use
What do you like best about the product?
What I really liked the best about Zendesk Chat is the way it was set up. It's so straightforward and easy to understand and use.
What do you dislike about the product?
Nothing at all, unless there is a way to make the chat display bigger. I'm not sure if I just haven't found a way to do that.
What problems is the product solving and how is that benefiting you?
Sometimes the sounds can be really annoying.
Zendesk
What do you like best about the product?
It's convenient and efficient to use at work. It's not hard to use and it works well. I've never had a problem with it.
What do you dislike about the product?
Honestly, I don't have anything bad to say about it. Well actually, I just don't like filling out all the categories on the left before I submit a ticket but other than that it's great.
What problems is the product solving and how is that benefiting you?
Customers send us tickets when they don't know how to use frontstream's products or something doesn't work
Recommendations to others considering the product:
It's honestly very simple to use and it's a great asset to invest in.
Zendesk Review
What do you like best about the product?
I love that Zendesk keeps everything organized. It's structure is very easy to work with.
What do you dislike about the product?
There are some glitches at times which slows down productivity, but they're easy to work round.
What problems is the product solving and how is that benefiting you?
We do all of our work on Zendesk. We've been able to customize the queues with the exact filters that are needed.
Less difficult than other products, but still not totally comprehensive
What do you like best about the product?
I like that it's easy to open multiple tabs, sending cases is easy since the case link is the URL, and I like that there are customizable personal macros that I can create and use for myself.
What do you dislike about the product?
While I like the feature to open multiple tabs, it lags like no other, and there are a lot of cases where the cases doesn't save properly. I have had to change the default of my ticket to 'Stay on tab' so that the page doesn't close it in case it fails.
What problems is the product solving and how is that benefiting you?
I am using Zendesk Support to communicate with my customers, and it helps me organize my cases by date and status type.
Recommendations to others considering the product:
Tagging is super important, so setting up the proper tags would be the first step when organizing/setting up.
Zendesk has to be the best Technical Support Software Ever
What do you like best about the product?
The fact that the ticketing and reporting systems are so robust. Being able to do some specific data digging and retrieve metrics to make the appropriate decisions on scaling, forecasting and quickly plastering our pain points on a whiteboard to discuss and take action.
What do you dislike about the product?
The cost can be a bit steep. Also the Customer portal where they answer questions on a form to submit a ticket is not very visually intriguing or intuitive. It's just drop-down after dropdown. They need to include something that makes it look easy and fun to appeal to users to want to fill in the forms. They should look at what Typeform has setup and try to imitate their form design.
What problems is the product solving and how is that benefiting you?
Being able to interact with the clients and stay in communication with them throughout the support ticket process. Also the organization of the tickets in buckets and being able to pull on the strengths and skill-sets of the support reps to quickly triage and support clients.
Recommendations to others considering the product:
Get Zendesk. They are the industry leader for a reason. Don't balk at any learning curves or complexities because their support is top notch.
My experience with Zendesk Support
What do you like best about the product?
Ease of system administration and set up. It's easy for administrators to set up and support Zendesk to meet the majority of business needs.
Customer support. Zendesk provides easy accessibility and quick support when we need them the most.
Enhancements - Zendesk is continually improving their system which gives you hope for new functionality to help and enhance your current support processes.
Customer support. Zendesk provides easy accessibility and quick support when we need them the most.
Enhancements - Zendesk is continually improving their system which gives you hope for new functionality to help and enhance your current support processes.
What do you dislike about the product?
Limited functionality - Compared to some of the competitors out there, Zendesk has a long way to go, offering limited functionality such as advanced trigger logic, the limited use of the CC field, and the lack of integration between their chat and ticket reporting.
Roles and Permissions - Creating roles and permissions is very limited. I would like to have more control over what users can and cannot see within the user interface as well as access to functionality.
Roles and Permissions - Creating roles and permissions is very limited. I would like to have more control over what users can and cannot see within the user interface as well as access to functionality.
What problems is the product solving and how is that benefiting you?
Analytics - Reporting is only based off of ticket fields and hardly anything else. This makes it hard to really track agent productivity and more importantly, it is hard to integrate into your business intelligent systems.
Zendesk support agent
What do you like best about the product?
Its good to have a formal place to keep track off incoming comms, this does a perfect job keeping us organized.
What do you dislike about the product?
It can sometimes be a little tedious to create simple tickets, often times too many sub filters are required.
What problems is the product solving and how is that benefiting you?
An efficient way to track and answer your inbound support questions and concerns. It does save time.
Zendesk
What do you like best about the product?
I like the response time and transparency in the email support responses
What do you dislike about the product?
The price of the product in competition to others
What problems is the product solving and how is that benefiting you?
Trying to find a solution to help customers reach the company and its employees quickly to resolve any issues and communicate and needs
Similar to supportbee in ease.
What do you like best about the product?
I liked that it was similar to supportbee in ease of use. It solved the email problem pretty easily. I still prefer supportbee over any other -desk system, though, to be honest. I used this for a short amount of time.
What do you dislike about the product?
Not very intuitive. Many glitches and refreshes happened often and it made the email response time slow down a bit. I still prefer other software programs as compared to Zendesk, but it got the job done, so I wouldn't refuse using it again.
What problems is the product solving and how is that benefiting you?
Email support response time going down.
Zendesk review pros and cons
What do you like best about the product?
Easy to track the history of a client and the progress of agents. The Infusionsoft integration is tremendous.
What do you dislike about the product?
Support has been mediocre at best. That needs to be improved.
What problems is the product solving and how is that benefiting you?
Addressing customer issues and resolving problems. Has made it easier to track logs of clients and agents.
Recommendations to others considering the product:
The support needs to be improved in my opinion in order for it to be a worthwhile product.
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