Zendesk Suite
ZendeskReviews from AWS customer
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Modern way to communicate inside/outside of the organization.
What do you like best about the product?
What I like about ZenDesk is that it has many tools and options. I like the fact that you can connect with other people, internally and externally. As well, I like that I can customize my notifications. It integrates with much other collaboration and the office tools I use. It is amazing the ability to communicate via text easily and the chat transcripts are immediately sent to our email.
What do you dislike about the product?
What I dislike about ZenDesk is that it is quite expensive. For a new user, I can tell that it has too many features that may cause to be confusing or that it might feel overwhelmed. It would be negative (money-wise) if you use this for a couple of groups, but if this is for an organization, it is really worth it. Another thing I dislike it that at the beginning, ZenDesk only provides 3 accounts. If you want more, you would have to buy them.
What problems is the product solving and how is that benefiting you?
ZenDesk provides the ability to communicate fast. It is a great team messaging application with several settings you can customize and different options. Our level of communication has increased thanks to Slack. I communicate not only with my team but with other teams within the company.
Recommendations to others considering the product:
I really recommend ZenDesk App for organizations that communicate a lot and have LiveChat customer service. There are many other tools that might do the same job as ZenDesk, but they might not offer you the feature ZenDesk does. I have used ZenDesk for quite a time, and even when there is an outage, we get notified and they try to fix the issue as soon as they can. I think ZenDesk is doing amazing.
This is definitely leagues beyond any other help desk software I've experienced in the past.
What do you like best about the product?
My favorite part about zendesk is it's ability to utilize multiple social media platforms to connect and communicate with the end user.
What do you dislike about the product?
The network seems to be a bit slow at times.
What problems is the product solving and how is that benefiting you?
Instead of using different strategies and multiple platforms to be at the best convenience to the end user, zendesk combines all points of contact into one solution, essentially being a "one-stop shop" for support needs.
Excellent Service 10/10
What do you like best about the product?
I like how easy the interface is and the customizable filters. The app is also sweet as it allows mobile tracking of tickets and notifications if you are brave enough to turn it on!
What do you dislike about the product?
I will say I have not experienced this issue but some of my colleagues have had issues with slowness and locking that Zendesk support has related to a known issue involving memory leaks. Their support and team are super responsive so tough to knock them for it.
What problems is the product solving and how is that benefiting you?
Ticket management for our help desk. Easy communication
Recommendations to others considering the product:
Go for it
Didn't meet our need
What do you like best about the product?
Zendesk is pretty simple to use, and is a good solution if you aren't looking to offer rapid chat support.
What do you dislike about the product?
We ended up going with another product because Zendesk did not allow for us to quickly interact with our customers in-product.
What problems is the product solving and how is that benefiting you?
The initial reason we chose Zendesk was to offer support to our customers. However the ticketing system did not allow us to support customers quickly and in-product.
Recommendations to others considering the product:
Consider Zendesk for non urgent requests-- it's not great for in-product support.
Zendesk is easy to use!
What do you like best about the product?
I like that you can see who a visitor is and their issue before accepting a chat. This works well for a department who has several reps assigned to different regions. We can choose to accept a chat from our own book of business and not others'.
What do you dislike about the product?
There is nothing I discovered that I didn't like.
What problems is the product solving and how is that benefiting you?
Being able to give members another outlet to reach assistance from the company. It allows a quick way to give members a link to a webinar in progress or other resources, rather than sending an email.
Zendesk is awesome!
What do you like best about the product?
Ease of use, customization and initial setup were great! I wanted a platform which was lightweight and easy to use, and Zendesk delivered!
What do you dislike about the product?
Very intuitive, works great out-of-the-box, but i would like to see more training options for end-users, and advice about best-practices for administrators and supervisors.
What problems is the product solving and how is that benefiting you?
Our agents are highly mobile, moving between customer sites, the office, and home. Zendesk ensures we never miss a request, and gives us an easy to use / always available platform to track tickets, reply, and provide self-service. Reporting gives us metrics showing our productivity, and allows us to trend ticket load to ensure we always have available agents.
Recommendations to others considering the product:
Take advantage of the trial to see the ease of deployment and use.
Average Service
What do you like best about the product?
It works well for what it's made for and that's to store support emails and keep them organized for future reference.
What do you dislike about the product?
I dislike that I have to do more than the system does. I feel as though it does nothing to integrate with other services like gmail or your regular email and it seems annoying to have to go into the website in order to respond to support requests.
What problems is the product solving and how is that benefiting you?
We are solving our organization issue with support emails because there are 12 different support agents on the email and for the longest time no one knew if anyone answered the user or 3 people would answer the user and that makes everything complicated. I've realized that Zendesk Support's triggers help immensely with a problem such as this one. It's triggers and automations take a bit to tweak, but are awesome!
Recommendations to others considering the product:
I recommend taking your time to fully understand Zendesk. Their articles are lacking a bit with up-to-date information, so there are a lot of things that you're going to need human help with.
#1 Ticket Management Software
What do you like best about the product?
Zendesk allows us to organize and solve our customer service tickets all under one window. We can also help and customer and pass along information to other agents by adding notes to a customer's account.
What do you dislike about the product?
In the main window, there is no way to view all tickets while being able to differentiate the different brands. I wish I was able to have different colored tickets for different brands.
What problems is the product solving and how is that benefiting you?
We have multiple brands and services and Zendesk has allowed us to merge all our customer service networks under one window.
streamlines the user experience
What do you like best about the product?
We like that program incorporates all the small details like sending a confirmation email after all the support notes are entered
What do you dislike about the product?
We do not like that there Is not a back up if the system goes down. This can be a huge problem for customer experience.
What problems is the product solving and how is that benefiting you?
We are using it for customer service for a major retailer.
Recommendations to others considering the product:
continue innovating and coming up with new
Intuitive and Simple for all parties
What do you like best about the product?
* The support software benefits both our internal and external customers
* The setup is intuitive
* The user interface is easy to navigate
* The setup is intuitive
* The user interface is easy to navigate
What do you dislike about the product?
The software can be a little too simple at times and there is some functionality that is lacking, but there is a workaround when using the API.
What problems is the product solving and how is that benefiting you?
Being able to communicate properly with our internal and external customers while collecting important data.
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