Zendesk Suite
ZendeskReviews from AWS customer
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Agile Change Management
What do you like best about the product?
The ease with which it allows us to capture the change requests, peer reviews, approvals, implementation details is what makes zendesk special.
What do you dislike about the product?
Some crtical details can also be captured on zendesk such as network changes, extra forms depending on the type, auto approvals etc.
What problems is the product solving and how is that benefiting you?
Change management, sox compliance issues, cab approvals, change consolidations, reports View for analytics.
Review for Zendesk
What do you like best about the product?
I like that is very helpful and easy to use. It is efficient, neat and organized. The other great think about it is that you can pull up, chats numbers and emails from previous calls and all the information is there.
What do you dislike about the product?
Sometimes it freezes and takes a long time to load up. Other times I have to log out and then log back in to get it to unfreeze.
What problems is the product solving and how is that benefiting you?
Customer request for reservation cancellation and any billing questions.That the Zendesk keeps all the information from previous calls,emails and text.
Zendesk is a pretty good product but they have terrible support
What do you like best about the product?
Zendesk does what it's supposed to do for and it does it well It's designed very well and it's good for big companies like enterprises it helps tremendously with managing our cs requests
What do you dislike about the product?
Because it has so many features and is so complicated it could take forever to finally get everything how you want and they have like no support or customer service to help with this matter
What problems is the product solving and how is that benefiting you?
We use zendesk to help with our customer service requests
Recommendations to others considering the product:
Research into Zendesk and really get to know the product before paying the 5$ monthly
Best tool for customer support and communicate with your customers
What do you like best about the product?
It's pretty easy to analyze the data using all kind of reports the platform has to offer. In addition, it's convenient to track tickets and create different views. For customers is very easy to communicate with us through Zendesk
What do you dislike about the product?
In order to be able to create a metric (which supposed to be pretty basic), they require you to upgrade your plan (to have an insights data) which is very annoying
What problems is the product solving and how is that benefiting you?
Customer support
Recommendations to others considering the product:
It's pretty easy to use and can integrated with other systems you use
Useful Tool for Distributing Tasks
What do you like best about the product?
My favorite thing about Zendesk is being able to organize tasks as they come in, and assign them from the platform to different members of our organization. It really is a helpful tool to keep tasks well ordered.
What do you dislike about the product?
Functionally there isn't necessarily much I dislike about Zendesk. It's not necessarily the best looking software, but I'm not using Zendesk for it's looks.
What problems is the product solving and how is that benefiting you?
When my organization has inquiries and tasks come in it is useful in easily assigning the incoming tasks to different members of our organization. It keeps me on track without getting bogged down with disorganized information.
Recommendations to others considering the product:
If you have multiple employees and need to assign incoming tasks to each of them, this can be a useful tool for organization purposes.
Zendesk does the job
What do you like best about the product?
I like that you can easily track a project and you can communicate internally within the ticket.
What do you dislike about the product?
The view is very standard and linear. If a ticket gets a lot of responses, it can be difficult and clumsy to view all of the responses.
What problems is the product solving and how is that benefiting you?
We are a large school district and everyone (teachers, students, parents, admin) have access to create a help desk ticket. Zendesk helps us keep track of all of those tickets and makes it easy for all stakeholders to communicate about the issue.
Secure Ticketing
What do you like best about the product?
Zendesk is necessary for our on demand consulting business model
What do you dislike about the product?
Sometimes the software breaks or is inoperable and I am not able to access my tickets
What problems is the product solving and how is that benefiting you?
The need to share tickets between employees working in several locations in real time and interact securely with clients without a VDI
Robust customer support product
What do you like best about the product?
It's easy to use. Good amount of customization capabilities.
What do you dislike about the product?
Reporting could be improved. There are few out of the box reports.
What problems is the product solving and how is that benefiting you?
Customer support tool
Zendesk for Workday Clients
What do you like best about the product?
Zendesk will ensure that you are notified when a customer responds to open tickets. This is great from an organizational standpoint because it allows you to not have to check this on a manual basis all of the time. It also provides viewing of the tickets that you are solely assigned to, which is really nice since you are able to drill down from the total number of open tickets for your organization.
What do you dislike about the product?
The only thing I dislike is that the good versus bad reviews don't provide a distribution report for you to see how overall you are doing from a customer satisfaction standpoint. I wish there was a better reporting tool for this so you could see your results overall.
What problems is the product solving and how is that benefiting you?
We are solving customer issues with Workday integrations. It is nice that you are able to track all of your responses, easily follow-up with clients
Recommendations to others considering the product:
Make sure that the product fits the need for your company. In comparison to similar systems, I do feel that Zendesk provides a better UI. Salesforce is fairly similar in some of the products they provide, so truly it comes down to cost and whether or not you are willing to pay for a more friendly system to service your clients or customers.
Great services, but is a little slow
What do you like best about the product?
I like how you see all of the messages and who has responded to each. The most helpful feature is after you respond, having the ticket bumped to the top when the customer responds. It is also very easy to transfer a ticket to someone else within Zendesk.
What do you dislike about the product?
I don't like how slow it is. Especially when I search for a specific message, it takes a while. It would also be helpful if the system could look up the customer's order automatically using name/order number. This would save a lot of steps on the business side.
What problems is the product solving and how is that benefiting you?
We are solving customer service response times (since customer service is based on West coast, timing doesn't work with phone calls). We also can search previous tickets we have solved.
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