Zendesk Suite
ZendeskReviews from AWS customer
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Zendesk Ticket Management
What do you like best about the product?
Zendesk makes it really easy to keep track of tickets across teams at our organization. It's very customizable as well, so that end-users don't feel like they are behind a ticket system, but instead just e-mailing back and forth with IT support
What do you dislike about the product?
it is VERY frustrating that you cannot easily share tickets across teams on one instance without thinking about it and setting up guidelines. there are some plugins that make it easier, but that shouldn't be required.
What problems is the product solving and how is that benefiting you?
We were looking to replace our previous ticketing system and Zendesk has done a great job. Less tickets are falling through the cracks and it's very easy to coordinate tickets when people are out of the office.
Recommendations to others considering the product:
Definitely worth it for organizations with a lot of small teams that work independently!
Poor customer service for a company that promotes customer service
What do you like best about the product?
Zendesk is fairly easy to use and implement.
What do you dislike about the product?
Very poor customer service after you join. It became clear to us that we were not a large enough company to get support. In less than one year we have had two fairly major issues:
1. We get notifications weekly and sometimes multiple times a day that our POD is down or experiencing service errors. We have tried to get a reply to inquiries about what is happening and still do not even get an acknowledgment that they are aware of the issue. They just ignore our inquiries.
2. In the sign-up process the sales representative gave us inaccurate information. Because we are seasonal we told him we need more agents for several months and then less. He told us we could add and delete agents on a month to month basis. When we did that we found out that each agent will be billed annually instead of monthly. Not a big deal but since we were told something different from the rep we wanted to sort it out. Zendesk support was not interested in even listening to our concerns. Their support motto seems to be "Ignore the issue until the customer wears out and gives up." It worked on us.
1. We get notifications weekly and sometimes multiple times a day that our POD is down or experiencing service errors. We have tried to get a reply to inquiries about what is happening and still do not even get an acknowledgment that they are aware of the issue. They just ignore our inquiries.
2. In the sign-up process the sales representative gave us inaccurate information. Because we are seasonal we told him we need more agents for several months and then less. He told us we could add and delete agents on a month to month basis. When we did that we found out that each agent will be billed annually instead of monthly. Not a big deal but since we were told something different from the rep we wanted to sort it out. Zendesk support was not interested in even listening to our concerns. Their support motto seems to be "Ignore the issue until the customer wears out and gives up." It worked on us.
What problems is the product solving and how is that benefiting you?
Answering customer emails.
Recommendations to others considering the product:
Do not sign up if you expect your concerns to be addressed. Constant outages and POD issues that no one will discuss with you.
Zendesk- great API interactivity
What do you like best about the product?
ZenDesk is flexible in its API interfaces. We have ZenDesk connected via API to several systems throughout the organization.
What do you dislike about the product?
The knowledge base and its interfaces could be improved. Also, the report writer is not as intuitive as it could be.
What problems is the product solving and how is that benefiting you?
Zendesk is the main engine for our technical support for external customer as well as internal IT. Tickets can be opened via email, our catalog marketplace system, or by calling a technical support line.
Zendesk is great
What do you like best about the product?
I love that everything I need is all in one software
What do you dislike about the product?
I love zendesk, I do not have a dislike, it works perfectly
What problems is the product solving and how is that benefiting you?
Everything I need is all in one ai there is no need for multiple tabs
easy to use
What do you like best about the product?
It is so easy to use, An all in one ticket tracking app in the cloud that you can access from anywhere. Dashboard view which gives a simple picture of groups and individual open tickets, ticket statistics, and tickets requiring my attention
What do you dislike about the product?
It would be handy to have a warning pop up when people attempted to reply to a no-reply address too.
What problems is the product solving and how is that benefiting you?
It's been handy for benchmarking us against other companies in terms of our turn around times
Great tool for Support!
What do you like best about the product?
Support ticket workflow along with the ability to create macros and triggers
What do you dislike about the product?
I like most things about the platform. A little tricky to get widgets working with other Zendesk features on/off.
What problems is the product solving and how is that benefiting you?
Providing support for users of our software. We are able to respond quickly and have a record of our interactions.
Agile Change Management
What do you like best about the product?
The ease with which it allows us to capture the change requests, peer reviews, approvals, implementation details is what makes zendesk special.
What do you dislike about the product?
Some crtical details can also be captured on zendesk such as network changes, extra forms depending on the type, auto approvals etc.
What problems is the product solving and how is that benefiting you?
Change management, sox compliance issues, cab approvals, change consolidations, reports View for analytics.
Review for Zendesk
What do you like best about the product?
I like that is very helpful and easy to use. It is efficient, neat and organized. The other great think about it is that you can pull up, chats numbers and emails from previous calls and all the information is there.
What do you dislike about the product?
Sometimes it freezes and takes a long time to load up. Other times I have to log out and then log back in to get it to unfreeze.
What problems is the product solving and how is that benefiting you?
Customer request for reservation cancellation and any billing questions.That the Zendesk keeps all the information from previous calls,emails and text.
Zendesk is a pretty good product but they have terrible support
What do you like best about the product?
Zendesk does what it's supposed to do for and it does it well It's designed very well and it's good for big companies like enterprises it helps tremendously with managing our cs requests
What do you dislike about the product?
Because it has so many features and is so complicated it could take forever to finally get everything how you want and they have like no support or customer service to help with this matter
What problems is the product solving and how is that benefiting you?
We use zendesk to help with our customer service requests
Recommendations to others considering the product:
Research into Zendesk and really get to know the product before paying the 5$ monthly
Best tool for customer support and communicate with your customers
What do you like best about the product?
It's pretty easy to analyze the data using all kind of reports the platform has to offer. In addition, it's convenient to track tickets and create different views. For customers is very easy to communicate with us through Zendesk
What do you dislike about the product?
In order to be able to create a metric (which supposed to be pretty basic), they require you to upgrade your plan (to have an insights data) which is very annoying
What problems is the product solving and how is that benefiting you?
Customer support
Recommendations to others considering the product:
It's pretty easy to use and can integrated with other systems you use
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