Zendesk Suite
ZendeskReviews from AWS customer
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It does the same job as Freshdesk but with average support at 3 times the price
What do you like best about the product?
It stores most of the information you need centrally and this makes it easy for our support team to respond and manage to users.
What do you dislike about the product?
1) Mobile version is horrible. 2)The tickets are just stored and there is no real value add apart from storage. Does not even integrate well with Gmail. It is difficult to configure. 3) Bulk changes to tickets is not possible. It is so tedious you'd rather give up. 4) it is EXPENSIVE, with no ADD-Ons. Freshdesk offers everything at a lesser price.
What problems is the product solving and how is that benefiting you?
Support issues were getting clogged in email. We needed a ticket tracking system whcih can help us stay organized.
Recommendations to others considering the product:
Do not consider this product, if you are starting out, start with a simpler product like a Freshdesk or Zoho. Zendesk should be the last option.
Best and worthy product
What do you like best about the product?
I like the interface of the chat and it looks so cool and they provide advanced features.
What do you dislike about the product?
Need little improvement in notifications and when customer is in active and also need to add few themes.
What problems is the product solving and how is that benefiting you?
We are making the customers to be in touch everytime we need a call or any update of my product.
Good tool for Service desk and easy to use
What do you like best about the product?
I like Dashboard view which gives simple picture of groups and invidual open tickets, ticket statistics and tickets requiring my attention. Using Views, we can see how many unsolved tickets in each group. Reporting tab gives more data about overall progressive of agents and tickets etc....
What do you dislike about the product?
I do not see any major complaints so far.
What problems is the product solving and how is that benefiting you?
Made it easy, we do not need much efforts to work with this tool
Recommendations to others considering the product:
It will be a good tool for who looking for IT Helpdesk/Service Desk. creating tickets and assign to appropriate teams to further follow up. Dashboard view is very helpful and give quick picture about open tickets, ticket statistics and require attention on tickets of each group. You can customise categories and fields as required. Reporting is amazing feature where you can find all the data to compare your key metrics.
The tool you need for tickets in your company
What do you like best about the product?
Easy to use, is very intuitive i can find every menu in just a second, nice interface that will help you to work more happily.
What do you dislike about the product?
Sometimes i don´t notice when there is a notification.
What problems is the product solving and how is that benefiting you?
Managing tickets that customers of my company are creating related to IT issues.
Recommendations to others considering the product:
Compare this tool with others in the market, ask for a trial version and see if it fits in your company.
Zendesk review
What do you like best about the product?
I like that customer interaction through email, phone, social media, etc..can all be used through Zendesk. In addition, Zendesk provides analytics which is awesome.
What do you dislike about the product?
Sometimes there can be bugs and it is difficult to chase them down for an update.
What problems is the product solving and how is that benefiting you?
Customer relationships through communications and customer support through troubleshooting.
Recommendations to others considering the product:
If there seem to be bugs, call customer support immediately. Even if there isn't a problem it is best to get them on the line to troubleshoot issues in the event that there is a potential issue.
Super customizable, but sometimes hard to use
What do you like best about the product?
I like that you can make Zendesk do pretty much anything you want, as long as you know the best way to manipulate the software. It can sometimes require workarounds, but anything can be achieved in the end.
What do you dislike about the product?
It's not always intuitive to set things up, from triggers to reports. More "English-language" customization menus would go a long way to improving usability.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support to manage our help requests from customers. It helps us stay organized, manage processes, and get the data that we need to make business decisions.
Recommendations to others considering the product:
Definitely sign up, but don't be mistaken- your setup will take longer and be more complicated than you expect.
Zendesk was a great tool but had some flaws
What do you like best about the product?
It was easy to use and intuitive. We did not have any issues with client interaction.
What do you dislike about the product?
Replying to message was slightly confusinf, having to response above a specific line, and being unable to change it
What problems is the product solving and how is that benefiting you?
We were able to manage tickets and interactions with our clients in a user friendly manner
Easy to Setup
What do you like best about the product?
Zendesk chat is easy to setup and integrates itself perfectly if you're using Zendesk Support.
What do you dislike about the product?
Zendesk Chat can start up conversations without a human but does not have any bot like features past that. I wish it could pull answers from a FAQ page to help customers with basic questions.
What problems is the product solving and how is that benefiting you?
Zendesk Chat has allowed us to answer small simple questions from customers without having them bog down our phone lines.
Really Good, Support Tool, A must have!
What do you like best about the product?
It is simple and easy to use for email tickets and chat also extremely robust. This is truly a MUST have tool.
What do you dislike about the product?
Nothing, It is that good. It catches spam without me even having to lift a finger.
What problems is the product solving and how is that benefiting you?
Customer Support
Recommendations to others considering the product:
It is a core Software! A MUST have.
Zendesk Support Review
What do you like best about the product?
Easy to use & create cases or tickets, good reporting features. We could also export the tickets via CSV.
What do you dislike about the product?
Email notifications do not work so well.
What problems is the product solving and how is that benefiting you?
We were trying to standardize our ticketing process & document all requests in a single support tool.
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