Zendesk Suite
ZendeskReviews from AWS customer
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A service provider that just keeps raising the bar and keeps getting better
What do you like best about the product?
Zendesk is outstanding and continues to get better and better at such a fast pace and has set a standard for help desk and customer relationship management systems.
What do you dislike about the product?
All around for what is offered and what zendesk can do, there isn't much to dislike especially the bang for the buck.
What problems is the product solving and how is that benefiting you?
Organization is critical to any business that is trying to grow or scale their business into something more than a one off service. Zendesk has been by out side and at a price point that doesn't seem like a lose.
Best Freeway interface between helpdesk and customer
What do you like best about the product?
Ability to create tickets easily with few clicks. Easy hierarchical view of Ticket assignment with internal and external user label is good. One click Report generation of the weekly, monthly ticket is excellent, it saves lots of time. It also has it equivalent app version so it is easy for customer to view the status of ticket on the go. Zendesk really helps to save lots of time. It also provides integration with social accounts like twitter so that customer can be served for the queries directly posted to the social media.
What do you dislike about the product?
Filters are a bit tricky as it involves lots of use of logical conditions which can be confusing for non-technical users. User Interface is sometimes laggy need improvement on this part where it takes lots of time to load the issue.
What problems is the product solving and how is that benefiting you?
Helping customer on Information Technology realted queries like providing reports, data and solution to the all the business related process. It is quicker for communicate, users without the User Interface access can just reply the automated mail from Zendesk support to actually update the ticket. Assigning the ticket to the next team is very quick and simple.
Recommendations to others considering the product:
Easy to use tool for connecting your customers. Mail reply options help customer to flawlessly reply and update on the issue in case there is need to additional queries from them. Getting report is one click aways and generates in multiple format (csv, xlsx, pdf) so it improves the readability and analysis.
Quick and easy implementation with a great software
What do you like best about the product?
Zendesk only as a tool does what it is supposed to do, and it does it well. We also used support + guide products, for ticketing for our e- learning business, and also for our self- service support( knowledge base). It is fully operational and comprehensive. The most intuitive, simple and clean user experience you will have for a consumer facing CR interface. At least their customer support was on top of it and super responsive when we used to use them.
What do you dislike about the product?
Zendesk would also be interesting to link or personalize good practice treaties at service level and operational because it is a tool for customer service. As a customer, we can probably add response times and define a category that is guidelines or requests and that are incidents. Give us more functionality, their customer support also used to be better than when we last worked with them and have gotten slower.
What problems is the product solving and how is that benefiting you?
Needed a robust support ticket system, benefits we realized was how scalable Zendesk is as well as ease to get started, and once it's up and running
Recommendations to others considering the product:
Additional useful features come at a higher premium, and certain features like chat support is actually not directly integrated into a single dashboard so bear that in mind when going into Zendesk
I work with Zendesk Chat for GrubHub
What do you like best about the product?
its visual layout is preatty clear and its usability is easy
What do you dislike about the product?
how slow the system gets when there's a queue, also it makes the whole computer slower.
What problems is the product solving and how is that benefiting you?
customer care for grubhub; we can quickly manage several chats at the same time with zendesk
Recommendations to others considering the product:
no recommendations
Useful and Essy
What do you like best about the product?
What I like best is that it is easy to use
What do you dislike about the product?
There really isn't anything that I currently dislike
What problems is the product solving and how is that benefiting you?
Technical issues and such
All levels communication
What do you like best about the product?
The fact that everybody can be in the same page, interacting as they need, once you enter your message it gives the chance to reach all parties involved.
What do you dislike about the product?
Nothing really, I would say the fact of getting feedback in front of everyone but not, you can reply in private.
What problems is the product solving and how is that benefiting you?
Daily communications, not an specific topic, great to ask for assistance.
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.
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