Zendesk Suite
ZendeskReviews from AWS customer
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Easy and effective
What do you like best about the product?
This is by far the best email ticketing system that can be used by a company to maintain strong customer service relationships with their customers. My favorite part is using macros which are premade responses to make responding to customer inquiries even faster, especially if you get a lot of the same questions often. Best of all, Zendesk is very friendly in terms of the user interface as well which makes this really good for responding to emails quickly and for training new employees.
What do you dislike about the product?
I dont have any major concerns about zendesk but some customization and personalization would be nice however I dont find that to be anything major. Some ways to alert other people in departments of a ticket that required immediate attention would be very useful as we are still required to contact the other person in flowdock to alert them of an urgent ticket.
What problems is the product solving and how is that benefiting you?
Using it to communicate with customers and answer any questions they may have in a timely manner.
Great way to help
What do you like best about the product?
I liked being able to filter for new and old tickets because it made keeping track of customer's issues much easier.
What do you dislike about the product?
Nothing! I felt like Zendesk was very user friendly and made helping customers so much easier.
What problems is the product solving and how is that benefiting you?
Customer support issues!
Easy to use support ticket management tool
What do you like best about the product?
User experience is good.
It gives conversation view which gives better visibility
Content writing is simpler
It gives conversation view which gives better visibility
Content writing is simpler
What do you dislike about the product?
Expensive
Text editing with stylized options are not intuitive - no standards
UI can be improved for organization and effective use of space
Text editing with stylized options are not intuitive - no standards
UI can be improved for organization and effective use of space
What problems is the product solving and how is that benefiting you?
Ticketing management for customers
Recommendations to others considering the product:
Worthy. Very friendly for tickets management
Solid turnkey solution to managing our shared support email gmail account
What do you like best about the product?
The setup was quick. We were able to connect our gmail, run a few test tickets, update email templates, and add the javascript support widget to our FAQ page within a matter of a couple of days. The experience for our users emailing that inbox for support hasn't really changed, but managing those requests on our side has gotten much easier. Onboarding my team to the tool was quick, everything is pretty intuitive.
What do you dislike about the product?
The support widget isn't very customizable. We're only using the support package of Zendesk, maybe there are better options if we expand. Primarily, we'd like to update the questions being asked in the widget form. We'd also like to embed a form that isn't a pop-up widget, but instead just a form we embed on a page. We haven't found a way yet to do that, perhaps it is possible though. We were hoping to the HubSpot integration would be a little more useful as well. While it's able to write to contacts in HubSpot with information from Zendesk, we'd really like to pump more information on the contact into Zendesk to give our agents more context about who they are talking to, any recent emails the contact was sent, etc.
What problems is the product solving and how is that benefiting you?
We're using Zendesk to replace a shared inbox we use to manage support requests. The tool has made managing and measuring our activity with those requests much easier. The macros feature has helped increase the speed at which we work through inbound tickets.
Zendesk review for costumer service
What do you like best about the product?
It`s easy to use and provides you a lot of options to help the costumer
What do you dislike about the product?
it might be slow sometimes and makes us to take longer to respond the costumer
What problems is the product solving and how is that benefiting you?
Delivery issues of a food delivery company
Prepare yourself for the slowest customer support ever.
What do you like best about the product?
What they could've provided us. They have some really great product and solution it just take forever to setup and the customer support is really bad.
What do you dislike about the product?
Support and customer service in general. I've been wasting my time for more then a month now trying to make it work whit our "special case" because every time i send an email, they take 4-5 days to reply and when they do, its never a straight to the point answer. Worst customer service i've experienced in a long time.
What problems is the product solving and how is that benefiting you?
None
Recommendations to others considering the product:
Start setting it up a couple of month before you actually need it because they are NOT in a hurry and it can take more then a month to settup if you are not their "typical customer".
Field customer issues from a variety of sources, abstract them all into a common interface.
What do you like best about the product?
A customer can have a problem yet post about it anywhere, e.g. Facebook, email, an online form, StackOverflow, or GitHub. What I like best is how Zendesk pools it all into one place with a common interface.
What do you dislike about the product?
For every ticket you look at, it opens a new tab within its interface, I just want to take a gander, even if I open the ticket in a new browser tab, it still occupies a tab within its interface, too. I then have to x out all the tabs of tickets I'm not actually interested in at the moment. Very cumbersome, irritating, frustrating, and wasteful.
What problems is the product solving and how is that benefiting you?
Taking care of customer problems of any kind. Of the benefits are: linking to a ticket when I myself need support from either an SME or a higher echelon within the company, easily searching tickets to find if similar problems have been addressed (if so, how?).
Versatile, configurable, difficult to grow with
What do you like best about the product?
I like how configurable this solution is and how many things you can integrate within it. The knowledge base is easy to set up and Zendesk's knowledge base is easy to follow and find answers to anything that you can think of.
With all of the integrations available, it makes using other softwares easy and smooth to have this solution implemented with it.
With all of the integrations available, it makes using other softwares easy and smooth to have this solution implemented with it.
What do you dislike about the product?
This solution is difficult to grow with. You can configure the inboxes, views, users, macros, ect. But once a company reaches a certain size, it can get a bit jumbled on how to best separate teams within each of those configurations.
What problems is the product solving and how is that benefiting you?
Customer Support
We enjoy having the history of tickets and being able to utilize the custom fields to help with reporting. It has helped us track our SLAs and customer satisfaction over a long period of time
We enjoy having the history of tickets and being able to utilize the custom fields to help with reporting. It has helped us track our SLAs and customer satisfaction over a long period of time
Awesome Tool!
What do you like best about the product?
As a Support Specialist, my entire workflow is run within Zendesk. It is a great tool to answer clients fast and efficiently and track metrics!
What do you dislike about the product?
Images uploaded within the tickets are sometimes morphed. It’s okay, just a bit inconvenient.
What problems is the product solving and how is that benefiting you?
Our clients are able to communicate with our support team with minimal delay!
Get for customer support/service!
What do you like best about the product?
I like that zen desk makes it easy for customers and clients to submit a ticket and easy for us to track and view them.
What do you dislike about the product?
There isn’t much I don’t like about zen desk. The only suggestion I can think of is maybe to provide some tutorials on how to use best.
What problems is the product solving and how is that benefiting you?
Track issues, questions, needs of our clients through one portal and be able to respond and address those tickets.
Recommendations to others considering the product:
Give it a try!
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