Zendesk Suite
ZendeskReviews from AWS customer
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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.
I use Zendesk 3-4 times a day.
What do you like best about the product?
I like how it is easy to streamline the customer's issues all in one thread.
What do you dislike about the product?
I dislike the complexity of resolving tickets.
What problems is the product solving and how is that benefiting you?
Zendesk is used to resolve customer service issues such as incorrect pay, incorrect charges, profile updates and account resolution.
Great solution for quick questions.
What do you like best about the product?
The quickness users can ask easy questions with someone in the IT dept. As well as the price of the product.
What do you dislike about the product?
Nothing really. Seems to work well. I can't say that I have very many issues with the product.
What problems is the product solving and how is that benefiting you?
Giving users the ability to quickly reach out to a member of the IT team for quick questions that need quick answers.
ZenDesk User
What do you like best about the product?
I liked that with ZenDesk I was able to interact with customers all in one spot by phone, chat and email.
What do you dislike about the product?
Sometimes the program runs a little slow but not enough to really make a difference and I do not think it impacted my metric goals or customer response time in any way.
What problems is the product solving and how is that benefiting you?
Being able to attend to customers through multiple outlets makes serving them faster and in my opinion, more efficient.
Recommendations to others considering the product:
Its very easy to use so just stick with it and once you get the hang of it, you will wonder how you ever survived without it.
Easy to Integrate for a Small Company
What do you like best about the product?
Zendesk was easy to setup and get running. This allowed us to create a help center for our self service platform as well as create a location for users to submit help teams and contact our team,
What do you dislike about the product?
For true customization, there is a lot of backend development needed, which is not always the fastest process if resources are tight.
What problems is the product solving and how is that benefiting you?
Zendesk has helped us provide training and support to clients. This also free up a lot of time for account managers and technical support as they can now point clients to relevant resources without having to re-type the same message over and over again. It's been a huge time saver and is also a great resource to share when on-boarding new users.
Recommendations to others considering the product:
There are a variety of tools that can be applied across large and small business. The out of the box solution can be setup in only a few days, which is helpful when you just "need to get it in place." But there are also many options to customize, giving developers access to modify the look and feel to suit their brand and needs.
Zendesk
What do you like best about the product?
Ability to create rules to automatically file requests and emails into groups or departments based on a number of values. Eliminates the need for emails and easy to filter messages
What do you dislike about the product?
Agents and Admins need to commit time to train up on Zendesk to get the most usage, or book onto a training course if budget allows and its very expensive if you want to use all the feature
What problems is the product solving and how is that benefiting you?
Ticket tracking
Simple and fast software
What do you like best about the product?
I like being able to merge tickets, the basic layout is easy to use, I love the macros, social media post responses, pretty close to glitch-less.
What do you dislike about the product?
Not a fan of the reply structure, some customers have a hard time understanding how to reply. It's difficult to know if they received the message at all.
What problems is the product solving and how is that benefiting you?
Fast support, 24/7 availability, easy to use within the Zendesk app via mobile devices. We really could work from anywhere.
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