Zendesk Suite
ZendeskReviews from AWS customer
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Easy to use and effective..
What do you like best about the product?
The easy of use and very effective ticketing system with a knowledge base.
What do you dislike about the product?
No way to delete entries. Would be nice to be able to edit or delete entries in a ticket.
What problems is the product solving and how is that benefiting you?
Helps us support our end users quickly.
Zendesk is way better than the competition
What do you like best about the product?
I really like Zendesk's ease of use. Having used other enterprise ticketing systems where it takes multiple weeks to get fully up-to-speed, Zendesk really stands out. There's practically no Zendesk training time needed for our new hires to get up and running, which allows us to focus on other business needs.
What do you dislike about the product?
Zendesk's integrations can be spotty at times, and when the service goes has issues (hasn't been as much of a problem lately), it can bring business to a screeching halt.
What problems is the product solving and how is that benefiting you?
We're able to maintain a record of every customer service-related contact in one place -- emails, chats, and customer calls.
Recommendations to others considering the product:
I would definitely consider switching to Zendesk over older legacy systems, or less expensive ticketing systems. This is an instance where you get what you pay for; though some of the Zendesk licenses can be a bit expensive, it's a tremendously useful tool to free you from the chaos of email or hacked-together ticketing systems.
Easy to use, comprehensive ticketing system
What do you like best about the product?
Modular, easy to adopt and eye pleasing user experience.
Ability to combine team instances.
Ability to combine team instances.
What do you dislike about the product?
Price. By far the most expensive ticketing system I've used.
What problems is the product solving and how is that benefiting you?
Ticket tracking, problem solving.
Zendesk is the best ticketing system out there.
What do you like best about the product?
The best thing about zendesk is how versatile it is when completing multiple projects. You can set up different views and alerts that can really help you stay on task while holding other accountable as well.
What do you dislike about the product?
The only negative thing I can say about Zendesk is that the mobile app isn't as great as the desktop site (which is to be expected) Especially with drop down menus the app is hard to work with.
What problems is the product solving and how is that benefiting you?
I'm able to handle multiple tickets at a time, and having a way to remotely talk to members without having to give them your personal information is key in an industry like ours.
Recommendations to others considering the product:
Work on the mobile App
Great but can be complicated for first time users
What do you like best about the product?
Really easy to track incoming tickets and segment them into separate categories (depending on your type of service/business).I also really like how we can tie it into our Help Center and easily input help articles into our tickets to customers.
What do you dislike about the product?
Tracking agent's usage can be frustrating. The ratings system isn't great and it's hard to review tickets when you have massive amounts coming in.
What problems is the product solving and how is that benefiting you?
Providing excellent customer service to our merchants! Fast and efficient communication is key to keeping them happy!
A good ticketing system but not for a large enterprise outfit
What do you like best about the product?
The interface to see tickets is easy to use interface for both the helpdesk personnel and the supervisors of the helpdesk. For the personnel entering a ticket, it is fairly easy and quickly achieved.
What do you dislike about the product?
Not a very bad, dislike more of a wish. With the setup of new users, you can set people up quickly which is good. However, if the person setting up the users does not fill in all the needed information the tickets created by them get dumped into a large pool. I wish that it made the users set all information up so tickets go to the correct location vs. having to go back to set the user up again after the fact. basically, prevent people from being lazy at setup time.
What problems is the product solving and how is that benefiting you?
Helpdesk is very good overall for putting tickets in so solving issues for the end user and tracking the changes is the main reason for it.
Recommendations to others considering the product:
Make sure you do your homework as with any software. Really know what you need and want it to do. they will not assume you wanted "feature D" while talking about other features.
Quick to pick up, great at tracking issues
What do you like best about the product?
Working for a medium sized tech company with multiple clients in the restaurant bushiness, it is imperative that we track all issues that may occur at businesses that utilize our product across the nation. ZenDesk Support allows for us to do just that with ease. Very easy to assign tickets to internal agents and track issues. Not only that, the interface connects directly with our email system to allow us to communicate and track all communication between internal workers and the locations reporting tech issues. ZenDesk is an essential tool for resolving all tech issues that our customers may encounter.
What do you dislike about the product?
It would be nice if there was a more helpful training tool integrated within the software, with some training guides on how to setup different tools within the application. That being said, help tools are available, but you really need to know what you are looking for to find the solution to the issue you are looking to figure out.
What problems is the product solving and how is that benefiting you?
Tracking and managing all tech issues our clients encounter while they may be using our product.
Recommendations to others considering the product:
Highly recommend, meets all requirements and tracks everything we need it to track, thus making the resolution of any tech issues our clients encounter that much easier.
Awesome service
What do you like best about the product?
Used Zendesk services for several years, I found that the staff was knowledgeable, the report was Amazing and the ease of configuration was bar none one of the easiest I have ever used.
What do you dislike about the product?
When outages occur it would be great if they had a more proactive notification system when a POD goes down.
I dont want to login and see it.. I want a text message to let me know
I dont want to login and see it.. I want a text message to let me know
What problems is the product solving and how is that benefiting you?
we solved issues with not being able to make an incident management system internally, it solved a gap of data on call drivers and hence making it easier to build business cases on required cases.
Recommendations to others considering the product:
Watch the tutorials and read the FAQ's
Fantastic Ticket Platform
What do you like best about the product?
I love the ease of navigation and the ability to work on multiple tickets at the same time. Creating views that allow you to create different ticket queues for different types of issues is extremely useful.
What do you dislike about the product?
I've had a lot of instances, more than I would like, where Zendesk was entirely down and we were unable to respond to tickets in a timely fashion. Maybe better server support would be needed.
What problems is the product solving and how is that benefiting you?
Zendesk provides an extremely reliable tagging system that allows you to tag every instance of a particular type of issue, and tally them up so you can improve UX with a product.
Recommendations to others considering the product:
Create views and use tags to follow issues as they happen.
Solid Tool
What do you like best about the product?
Very solid and organized. Good feature like how to add a hyperlink
What do you dislike about the product?
No option to add saved replies available
What problems is the product solving and how is that benefiting you?
Using it to solve eaters complaints
Recommendations to others considering the product:
Easy to use and communicate with customers
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