Zendesk Suite
ZendeskReviews from AWS customer
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Director Client Support
What do you like best about the product?
The support workflow for Zendesk is very easy to set up for teams that have multiple needs. I also like the ability to customize the experience and data in the tickets.
What do you dislike about the product?
I couldn't do everything as far as integrating everything I wanted to with the specifics asks from clients.
What problems is the product solving and how is that benefiting you?
I wanted to create a world class support organization and part of that process is the helpdesk system that you use. Zendesk is one of the best systems to track and monitor client requests.
Recommendations to others considering the product:
I like Zendesk and would recommend it to others considering a helpdesk ticketing system. The functionality will meet almost an need.
Zendesk expedites the painstaking of support
What do you like best about the product?
Zendesk provides a platform that not only integrates with other extremely helpful apps, but more specifically, allows users to track ticket progress and reporting on status.
What do you dislike about the product?
I do not love having to log in to access ticket metrics all of the time. While we receive the requests via email as well, it is not as efficient to view items outside of the platform.
What problems is the product solving and how is that benefiting you?
We are solving the issue around supporting our customers and their needs. No joke, we would be LOST without Zendesk. It provides us with the platform to keep all tickets in one round-about area.
Zendesk makes support ticketing easy
What do you like best about the product?
I love how easy it is to communicate internally for support requests, as well as being able to assign and share tickets across support teams
What do you dislike about the product?
I think there should be more options for ticket status. Currently there are only : New, Open, Pending and Solved, and Closed. It would be nice to have some along the lines of, "Waiting for Feedback", as well as being able to put a ticket on-hold until a specific date, then having zendesk re-open it for you.
What problems is the product solving and how is that benefiting you?
We used to use straight email for supporting our users. Zendesk makes it easier to prioritize tickets, and look for trends in issues
Great Daily Functionality
What do you like best about the product?
I don't use Zendesk for extensive CRM needs like Salesforce. Because I'm not collecting thousands of data points, the simplicity of ZD helps my daily workflow by focusing on what I need to do immediately, what I need to do by the end of the day, and what I need to do by the end of the week without integrating a calendar.
What do you dislike about the product?
It could be more powerful and the third party integrations could be better.
What problems is the product solving and how is that benefiting you?
Daily customer support for a 150+ customer base with each customer having ~10 daily active users submitting tickets per customer.
Recommendations to others considering the product:
If you want something simple and easy to use, ZD is perfect. It isn't capable of too many 'power user' features, but it tries to accommodate. You would think that some integration things like displaying a Jira severity level in a view would be possible, but it is not. But as for general every day uses, it is functional and it is reliable.
Zendesk Ticket Management
What do you like best about the product?
Zendesk makes it really easy to keep track of tickets across teams at our organization. It's very customizable as well, so that end-users don't feel like they are behind a ticket system, but instead just e-mailing back and forth with IT support
What do you dislike about the product?
it is VERY frustrating that you cannot easily share tickets across teams on one instance without thinking about it and setting up guidelines. there are some plugins that make it easier, but that shouldn't be required.
What problems is the product solving and how is that benefiting you?
We were looking to replace our previous ticketing system and Zendesk has done a great job. Less tickets are falling through the cracks and it's very easy to coordinate tickets when people are out of the office.
Recommendations to others considering the product:
Definitely worth it for organizations with a lot of small teams that work independently!
Poor customer service for a company that promotes customer service
What do you like best about the product?
Zendesk is fairly easy to use and implement.
What do you dislike about the product?
Very poor customer service after you join. It became clear to us that we were not a large enough company to get support. In less than one year we have had two fairly major issues:
1. We get notifications weekly and sometimes multiple times a day that our POD is down or experiencing service errors. We have tried to get a reply to inquiries about what is happening and still do not even get an acknowledgment that they are aware of the issue. They just ignore our inquiries.
2. In the sign-up process the sales representative gave us inaccurate information. Because we are seasonal we told him we need more agents for several months and then less. He told us we could add and delete agents on a month to month basis. When we did that we found out that each agent will be billed annually instead of monthly. Not a big deal but since we were told something different from the rep we wanted to sort it out. Zendesk support was not interested in even listening to our concerns. Their support motto seems to be "Ignore the issue until the customer wears out and gives up." It worked on us.
1. We get notifications weekly and sometimes multiple times a day that our POD is down or experiencing service errors. We have tried to get a reply to inquiries about what is happening and still do not even get an acknowledgment that they are aware of the issue. They just ignore our inquiries.
2. In the sign-up process the sales representative gave us inaccurate information. Because we are seasonal we told him we need more agents for several months and then less. He told us we could add and delete agents on a month to month basis. When we did that we found out that each agent will be billed annually instead of monthly. Not a big deal but since we were told something different from the rep we wanted to sort it out. Zendesk support was not interested in even listening to our concerns. Their support motto seems to be "Ignore the issue until the customer wears out and gives up." It worked on us.
What problems is the product solving and how is that benefiting you?
Answering customer emails.
Recommendations to others considering the product:
Do not sign up if you expect your concerns to be addressed. Constant outages and POD issues that no one will discuss with you.
Zendesk- great API interactivity
What do you like best about the product?
ZenDesk is flexible in its API interfaces. We have ZenDesk connected via API to several systems throughout the organization.
What do you dislike about the product?
The knowledge base and its interfaces could be improved. Also, the report writer is not as intuitive as it could be.
What problems is the product solving and how is that benefiting you?
Zendesk is the main engine for our technical support for external customer as well as internal IT. Tickets can be opened via email, our catalog marketplace system, or by calling a technical support line.
Zendesk is great
What do you like best about the product?
I love that everything I need is all in one software
What do you dislike about the product?
I love zendesk, I do not have a dislike, it works perfectly
What problems is the product solving and how is that benefiting you?
Everything I need is all in one ai there is no need for multiple tabs
easy to use
What do you like best about the product?
It is so easy to use, An all in one ticket tracking app in the cloud that you can access from anywhere. Dashboard view which gives a simple picture of groups and individual open tickets, ticket statistics, and tickets requiring my attention
What do you dislike about the product?
It would be handy to have a warning pop up when people attempted to reply to a no-reply address too.
What problems is the product solving and how is that benefiting you?
It's been handy for benchmarking us against other companies in terms of our turn around times
Great tool for Support!
What do you like best about the product?
Support ticket workflow along with the ability to create macros and triggers
What do you dislike about the product?
I like most things about the platform. A little tricky to get widgets working with other Zendesk features on/off.
What problems is the product solving and how is that benefiting you?
Providing support for users of our software. We are able to respond quickly and have a record of our interactions.
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