Zendesk Suite
ZendeskReviews from AWS customer
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Awesome Support Ticketing Tool
What do you like best about the product?
The structure of the ticket lists and the conversation history for each ticket and agent.
What do you dislike about the product?
No possibility to use the tool without the zendesk.com subdomain structure. So you can not simple use www.yourcompanyname.com or support.yourcompanyname.com. You can basically only use: yourcompanyname.zendesk.com
What problems is the product solving and how is that benefiting you?
Many of them. Most important Zendesk helps you track all incoming support issues. So no support request gets lost or even forgotten in the inbox. Futhermore the tool helps you to assign any tasks to the certain agents in your team. For example technicians vs. sales and customer support in general.
Zendesk support review
What do you like best about the product?
Easy to track the history of a client and the progress of agents. Infusionsoft integration is fantastic. Great reporting.
What do you dislike about the product?
Sometimes the infusionsoft app logs out and I have to log back in. Otherwise, very little to dislike.
What problems is the product solving and how is that benefiting you?
Providing enhanced customer service. Improved customer feedback.
Recommendations to others considering the product:
Outstanding product. Support could be better.
Auditable
What do you like best about the product?
One of my clients use this and allows us to get full population for IT testing
What do you dislike about the product?
Not the most organized to set up for different tasks
What problems is the product solving and how is that benefiting you?
Population confirmation for auditing
Zemdesk support review
What do you like best about the product?
I like the design and snappiness of the application the best.
What do you dislike about the product?
Sometimes the design gets in the way and can limit you in some ways
What problems is the product solving and how is that benefiting you?
Creating tickets in quick way while talking to a user
Recommendations to others considering the product:
Easy to make quick tickets and find them again. Not a complete solution
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.
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