Zendesk Suite
ZendeskReviews from AWS customer
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Very organized and easy to use
What do you like best about the product?
You can filter emails by oldest or newest and also have an “inbox” of customers you are currently helping.
What do you dislike about the product?
If a customer emails in more than one time, they will be bumped from oldest to newest and can sometimes be waiting too long for a response
What problems is the product solving and how is that benefiting you?
Quick response time, templates are easy to make and use
Nice and easy to use
What do you like best about the product?
I feel like it's very intuitive and the UI looks create. It doesn't feel too complex for people just getting accustomed to it so it's easy to train. Things are very neatly displayed and being able to keep track of tickets has been a dream.
What do you dislike about the product?
Sometimes I felt like it was only giving me exact matches when I was searching for tickets based on different criteria. I don't always know the exact email or name so sometimes having broad search results are the only way for me to find a ticket without having to do deep research to find the exact match info.
What problems is the product solving and how is that benefiting you?
Keeps us organized. Having everything working out of one centralized place makes it easy for teams to understand what's going on on a day to day basis.
Recommendations to others considering the product:
Try it out, I think it's definitely worth a shot. It's one of the nicer and more organized help desk tools I've seen in awhile and it will surely be a useful tool for any team.
Huge fan of the software!
What do you like best about the product?
Zendesk is very easy to set up, cost effective and gets the Job done well!
What do you dislike about the product?
There are a few initial quirks when first setting it up but once you learn the system a bit, it is great!
What problems is the product solving and how is that benefiting you?
Being able to report on our consumer emails - so helpful to better understand what we need to do as a company to create the best experience possible!
A complete software for customer support and ticket generation
What do you like best about the product?
Its a very intuitive and useful tool for helpdesk and customer support, specially for the internal users. Every user can work with own credentials and create relationship with each area in the organization trought this software. Its has easy deployment and much easier configuration. Also has a lot of features and analytics for administrators, and you can export the data in a variaty of extensions or formats for QA works.
What do you dislike about the product?
For me is the most complete software so i really don't think in a dislike thing of this. The only thing that i can mentionate is the cost per agent, i recommend that they can offer a discount if you can pay a packet for volume of agents.
What problems is the product solving and how is that benefiting you?
Before Zendesk we management our customer support in a manual way and it was a disaster, we did not have a historic of tickets or statistics for our internal users or for our QA team. Now with this software we have centralized all the information and all the data for our customers, we have tickets for each case and we can work with exactly statistics in the QA area.
Recommendations to others considering the product:
My recommendations is for that users that work in a manual way, with math books softwares or database software. You must change your way and migrate to Zendesk support, worth it. They have a trial version and you can work with all the features in this trial time.
Zendesk for a remote working team
What do you like best about the product?
Zendesk is a well-thought out platform to manage out inbound customer inquiries. The ability to easily assign tickets to others on the team makes the experience seamless.
What do you dislike about the product?
It is a challenge to find historical tickets. I am unsure of the solution but this is a pain point.
What problems is the product solving and how is that benefiting you?
As a remote working employee it allows an uninterrupted customer experience.
Recommendations to others considering the product:
Zendesk is easy to use. It is not the least expensive option on the market for helpdesk management but I believe customer experience is an area worth investing in.
Zendesk is great but could use some improvements
What do you like best about the product?
I really enjoy how user-friendly Zendesk is and the organizational aspects. The formatting options for replies are simple and easy to use. I especially like the option of seeing conversations vs the events of a support ticket.
What do you dislike about the product?
The API for integrating our help center and KCS is quite buggy and does not always work as designed. When pulling data you cannot pull a certain range and choose to eliminate tickets with a particular tag which is difficult for reporting purposes.
What problems is the product solving and how is that benefiting you?
Providing efficient and quality support. The ability to assign priorities to tickets is extremely helpful as we have moved to a demand-driven support model for our support partner network.
Recommendations to others considering the product:
Pay attention to what your business needs are and clearly outline what you would need and schedule a demo with Zendesk so you can get the best idea of how this product will work for you and your team.
Zendesk for Work
What do you like best about the product?
The interface is easy to use, and the queues are very helpful in managing tickets and volume. Recent tickets are very useful to view.
What do you dislike about the product?
No option for filtering search. Very basic filtering that isn't helpful, it's also always SO slow. We get a lot of tickets but a software like this should be able to handle it. Rating system is terrible. Not accurate as there as only two options.
What problems is the product solving and how is that benefiting you?
Customer service problems can easily be handled on Zendesk via correspondence. Analytics could be useful if rating system was better.
Recommendations to others considering the product:
BETTER RATING SYSTEM
Zendesk Review
What do you like best about the product?
Macros make responding extremely quick and easy, ability to sort tickets by tags
What do you dislike about the product?
Unable to sort tickets by emails coming in, which would be useful when you have frequent people writing in. Loading queues are extremely slow, next ticket feature always skips tickets, overall the platform is the slowest of all that I use.
What problems is the product solving and how is that benefiting you?
Customer support issues that users write in, time sensitive issues as well as issues that involve investigation.
Quick and simple
What do you like best about the product?
It is easy to work from my inbox to send and receive updates on tickets.
What do you dislike about the product?
There isn't something that I would say I dislike.
What problems is the product solving and how is that benefiting you?
Keeping track of customer tickets and follow ups.
Thoughts
What do you like best about the product?
Gets the job done and has made ticketing management a breeze.
What do you dislike about the product?
Price tag.
What problems is the product solving and how is that benefiting you?
Customer support. Timesaver.
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