Zendesk Suite
ZendeskReviews from AWS customer
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Great system!
What do you like best about the product?
The ease with which Macros can be made and have the fields pre-filled. It makes it a lot easier to send out emails and track member engagement. The insights feature also makes it easy to check out trends.
What do you dislike about the product?
Difficult to set reminders without skewing response times or filling your personal inbox with emails
What problems is the product solving and how is that benefiting you?
Ability to reach out to members, respond to their concerns and help efficiently.
Recommendations to others considering the product:
The customer service can be difficult but there is a lot of information on Google if you look up zendesk support and other questions people have had!
Great tool at a great price
What do you like best about the product?
Easy to use interface. Our users were onboard with the transition much quicker than when we switched to Desk.
What do you dislike about the product?
Great overall. I really do not find myself disliking much. Out of the 4 tools we have switched between over the years, this one was probably our favorite.
What problems is the product solving and how is that benefiting you?
We switched to ZenDesk from Desk.com since Desk is quite expensive compared to other offerings.
Recommendations to others considering the product:
Do it!
Worse every year + extra costs every year
What do you like best about the product?
Nothing anymore. It's really just the bare minimum they offer.
What do you dislike about the product?
I'm really fed up with Zendesk not fixing the basic functionalities so many customers keep complaining about for +5years (e.g. CSat landing page, reporting, support center), of them downsizing their customer support more and more, and charging for each new feature extra - or even making old functionalities additional costs (like a CTI integration where they do nothing but provide the API).
What problems is the product solving and how is that benefiting you?
Creating more than I'm solving atm
Recommendations to others considering the product:
Nothing sophisticated. In the beginning you will think "this is great"...then you'll find an issue every week.
Just an average support tickst application.
What do you like best about the product?
I like zendesk’s easy and simple navigation.
What do you dislike about the product?
I dislike that sometimes zendesk can be really slow due to many opened tickets.
What problems is the product solving and how is that benefiting you?
We are solving our customer’s needs.
Recommendations to others considering the product:
It’s a low cost simple customer interaction application.
Great GUI on front end and good software on backend
What do you like best about the product?
I like the GUI the best. The GUI looks very smooth and fresh which makes users feel better about using the software. The GUI on the site makes it easy to submit tickets, manage tickets, and view different reports.
What do you dislike about the product?
I dislike the phone app. I feel more limited when I use the phone app due to the lack of functionality within the app.
What problems is the product solving and how is that benefiting you?
It makes managing helpdesk support much easier than just using email.
Recommendations to others considering the product:
Give it a shot. The GUI is very user friendly which makes me users feel better about submitting tickets using the software vs emailing IT or just calling them.
Great for browser but mobile app needs some work
What do you like best about the product?
The ticketing system is great! We really enjoy auto-ticket generation from emailing a designated address. We are then able to assign the tickets and track progress and communication, allowing for good accountability.
What do you dislike about the product?
The mobile app is lacking some important features that are available in the web platform, most importantly the client notes.
What problems is the product solving and how is that benefiting you?
Allows for tracking jobs and accountability of work
Recommendations to others considering the product:
it is great as long as you don't rely on mobile apps
It is very easy to use.
What do you like best about the product?
I like that the layout is simple and easy to find what you are looking for.
What do you dislike about the product?
There aren’t enough notification sounds.
What problems is the product solving and how is that benefiting you?
We chat with clients over problems they may have with the software we are providing them.
Well balanced support platform for small businesses.
What do you like best about the product?
Great account management and user permissions are . Template systems is very useful for maintaining very good support continuity. Integration with other platforms is one of Zendesk's greatest strengths.
What do you dislike about the product?
Ticket management and archival could be a bit more intuitive and robust. Getting up to speed takes a bit longer as some of the other tools/features are not in the most obvious place.
What problems is the product solving and how is that benefiting you?
Increasing effectiveness of a limited support staff. Efficiently allowing us to engage with our customers and decreasing our time in which to response to support requests.
Very limited functionality but is ok for the price it has
What do you like best about the product?
Price and the easy of use, is really suitable for short term solutions
What do you dislike about the product?
Security restrictions, it does not meet all requirements for big companies ( GDPR, SOX, ...). The capabilities it offers are quite limited
What problems is the product solving and how is that benefiting you?
We are using it for customer support services. Main benefit we have found in the required time to have something ready.
Easy to use software for the workplace
What do you like best about the product?
I like this software because it's simple and to the point. Customers seem to like the interface as well as staff. There are a lot of options which I as a techsupport user dont get to see inthe back end however the term small but mighty applies to this in my opinion for sure.
What do you dislike about the product?
I have yet to come across any dislikes. There is occasionally a mixup in settings however i believe that is user error more than system error.
What problems is the product solving and how is that benefiting you?
Customer support is made easy. If customers are happy, our job is so much easier.
Recommendations to others considering the product:
I recommend giving it a try. You've really nothing to lose and so much to gain.
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