Zendesk Suite
ZendeskReviews from AWS customer
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Good functionality, bad search
What do you like best about the product?
I like how things are organized, and how there can be macros
What do you dislike about the product?
I don't like how I can't have a record of tickets I have solved out, and how hard it is to search
What problems is the product solving and how is that benefiting you?
I work for an application support team
One of the most effective Omni Channel Customer Service Solution
What do you like best about the product?
Easy to Learn & Use, Intuitive UI, Minimal technical knowledge required. Comprehensive Knowledge Base with active community members and easy to follow instructions
What do you dislike about the product?
Enrich Customization options, allow the flexibiity to integrate Contact US form fields with ZenDesk Support tickets without having to write custom code. Or alternately provide ready to use code snippets / JS to use this.
What problems is the product solving and how is that benefiting you?
Implement an Omni Channel Customer Service Portal to provide prompt, efficient and effective customer support service
Recommendations to others considering the product:
Do a best fit analysis to compare your business analayst with ZenDesk Support. Go for an Omni channel Customer Service to reap benefits in the long term and adopt your business process to ZenDesk solution as much as possible to have a better chance of securing high level customer support. The other memorable thing about ZenDesk Support is that it's Knowledge Base / Support Portal is complete, has answer to most of the common needs you may have as the usage increases. And still if you are unsure about
Great Tool for managing support tickets
What do you like best about the product?
Ability to set stages and reminders for followups within the tool.
What do you dislike about the product?
Need clearer interface for adjusting settings.
What problems is the product solving and how is that benefiting you?
Better tracking of support tickets to ensure prompt followups.
Recommendations to others considering the product:
Great product, did exactly as advertised.
Zen desk is an overall good product, although a bit expensive
What do you like best about the product?
Zen desk provides a Helpdesk solution for everyone.
What do you dislike about the product?
It’s a good price but it’s quite pricey. I wish it had a freemium pricing option.
What problems is the product solving and how is that benefiting you?
It helped us manage our support for our customers.
Recommendations to others considering the product:
Make sure you get what you need. Don’t buy everything without knowning beforehand.
Zendesk Review
What do you like best about the product?
Zendesk can be customized to fit our needs. API hooks make it easy to integrate with our monitoring software.
What do you dislike about the product?
Occasional outages in their "pods" can occur at critical times during the day.
What problems is the product solving and how is that benefiting you?
A central ticketing system for all of our clients. Allows us to process alerts from multiple service centers.
It's powerful, but complicated and slow.
What do you like best about the product?
You can customize a LOT with triggers to automatically triage your tickets.
What do you dislike about the product?
The website gets really slow. ZenDesk Talk seems a little half-baked.
What problems is the product solving and how is that benefiting you?
It's helped us keep in contact and manage our Salad a lot easier! Email shouldn't be used for support requests.
Recommendations to others considering the product:
Explore other options! They may be much cheaper.
Great ticketing system
What do you like best about the product?
Zendesk is a system very easy to implement into your organization. It takes just a few minutes to have it started. It has a lot of plugins administrators can integrate into.
We really love the mobile app which allows agents to work very flexible.
We really love the mobile app which allows agents to work very flexible.
What do you dislike about the product?
Social media functionality is limited , you cannot upload images (whether this a Facebook API limitation or Zendesk it leaves much to be desired. Also syncing between social media messages and Zendesk takes a bit of time.
What problems is the product solving and how is that benefiting you?
Zendesk is our main ticketing system and all the client support is done thru Zendesk. It help us easily look back to the was some tickets were solved and reduce the time to find solutions.
Wonderful, but pricey helpdesk
What do you like best about the product?
The ticketing system is great, especially since it ties in so well with Zendesk Guide and Chat, allowing you to create tickets across the suite.
What do you dislike about the product?
On lower level plans, most ad-ons require you to upgrade.
What problems is the product solving and how is that benefiting you?
We are now able to solve tickets in half the time using Zendesk Support. It is very intuitive and simple for our new agents to figure out.
Recommendations to others considering the product:
Great service if you are willing to pay the extra money.
The heart of our customer support team
What do you like best about the product?
Love that you can pass a ticket from one user to another
What do you dislike about the product?
I don’t like the the tickets sometimes show up in the junk box due to email serrings
What problems is the product solving and how is that benefiting you?
Communicating re technical issues and onboarding for clients
Recommendations to others considering the product:
Pricing can get expensive with lots of licences
Zendesk is great if you are able to pay for it
What do you like best about the product?
Ease of use in tracking of tickets and macros make life easier for support agents
What do you dislike about the product?
Reporting is nonexistent if you are on a lower level of pay tier
What problems is the product solving and how is that benefiting you?
Zendesk serves as our primary portal for assisting customers with their products
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