Zendesk Suite
ZendeskReviews from AWS customer
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Zendesk self help
What do you like best about the product?
I like the ease of set up. I find that because it's directed for self help it eliminates phone calls to our company. Great tool to have in your arsenal, especially when it comes to customer service.
What do you dislike about the product?
When needing help with Zendesk I've found the help support is not as readily available. Hard to find answers I need when searching their website.
What problems is the product solving and how is that benefiting you?
Customers can easily answer their questions online now without having to call into our office. It cuts down on phone calls for simple questions and free's up our tech's time for more involved support issues.
World Class CRM for Support
What do you like best about the product?
Zendesk puts an amazing amount of power at your finger tips, from custom business rules logic to insightful reports.
What do you dislike about the product?
Be prepared to carefully consider your budget because Zendesk isn't inexpensive. Also be prepared to designate a team member as a dedicated subject matter expert on Zendesk. It has a vast amount of tools and data that demand focused attention.
What problems is the product solving and how is that benefiting you?
I use Zendesk to create email, inapp messaging, and chat channels for clients. Zendesk also provides a self-service portal for users and reporting that informs both business and product development decisions.
Recommendations to others considering the product:
Be prepared to dive into learning about the product. Zendesk makes it pretty straightforward with great technical documentation at support.zendesk.com. You get what you put into this product.
Easy communication
What do you like best about the product?
It organizes calls in a way that is easy to loacte high priority interactions.
What do you dislike about the product?
There are times when the system (though minimal) crashes
What problems is the product solving and how is that benefiting you?
In bound call volume control
Great support ticketing platform. Help Center modifications work well
What do you like best about the product?
Zendesk had changed their format of their 'Help' and article section to what it is now known as the Help Center. Format is easy to use, and update.
What do you dislike about the product?
The add on sidebars (for Highrise, etc.) don't always work well.
What problems is the product solving and how is that benefiting you?
Customer Support and onboarding
Using Zendesk to Field IT Requests
What do you like best about the product?
*Software is easy to use and learn.
*I now have a way to track incoming requests, update my colleagues on progress of the ticket, etc.
*This also encourages colleagues to trouble-shoot their IT issues first before submitting a ticket. Most issues could usually be solved independently
*Since I teach full time, using this program reminds colleagues to respect my time instead of coming to me when class is in session to ask for IT help
*I now have a way to track incoming requests, update my colleagues on progress of the ticket, etc.
*This also encourages colleagues to trouble-shoot their IT issues first before submitting a ticket. Most issues could usually be solved independently
*Since I teach full time, using this program reminds colleagues to respect my time instead of coming to me when class is in session to ask for IT help
What do you dislike about the product?
As with all technology, this took a while for the teachers to adopt. Some were reluctant to submit IT request this way and preferred to come up to me in person instead.
What problems is the product solving and how is that benefiting you?
*I now have a way to track incoming requests, update my colleagues on progress of the ticket, etc.
*This also encourages colleagues to trouble-shoot their IT issues first before submitting a ticket. Most issues could usually be solved independently
*Since I teach full time, using this program reminds colleagues to respect my time instead of coming to me when class is in session to ask for IT help
*This also encourages colleagues to trouble-shoot their IT issues first before submitting a ticket. Most issues could usually be solved independently
*Since I teach full time, using this program reminds colleagues to respect my time instead of coming to me when class is in session to ask for IT help
Recommendations to others considering the product:
I did a trial run of this program with select teachers who are more tech savvy and who I know would be more open to use a ticketing system for IT requests. They can then champion for the use of the program on my behalf.
It's a Good Tool, not the Best
What do you like best about the product?
It allows all of our company tickets to be housed in a single platform, gives us analytics on progress, easy to assign tickets and work as a team
What do you dislike about the product?
Reporting could be better, I've used Zendesk and Salesforce and I like SF because it allows ticket and account management.
What problems is the product solving and how is that benefiting you?
Capturing customer issues in realtime and giving quick and instructive responses.
Recommendations to others considering the product:
Incorporate more account management perspective and not just ticket management.
Great for small and medium sized help desks
What do you like best about the product?
The Zendesk platform is great. It allows voicemail to email, ticketing, and much much more.
What do you dislike about the product?
Not much, so far have not had any issues using this software between two different companies that I've worked for.
What problems is the product solving and how is that benefiting you?
Ticketing/Support system
Recommendations to others considering the product:
Definitely a great place to start at and then work your way up as you need.
Utilitarian and Intuitive
What do you like best about the product?
Zendesk has the ability to manage tickets, send out updates, and connect to Office 365 to keep customers up to date.
What do you dislike about the product?
It lacks the ability to integrate a timesheet.
What problems is the product solving and how is that benefiting you?
We are doing all of our ticket management through Zendesk and benefits us with a resource to track, manage, and update tickets very easily.
Recommendations to others considering the product:
Take your time to decide if this offers every process you need.
Software is cumbersome to the end user
What do you like best about the product?
Being web based for end users makes it easily accessible across multiple devises.
What do you dislike about the product?
The software is limited. the search capability is very weak.
What problems is the product solving and how is that benefiting you?
I use this for help desk entry and updates.
Does what you need, but not always intuitive
What do you like best about the product?
This platform allows me to easily manage communication with clients and sort out tickets between me and my colleagues. I'm able to leave internal notes to ask colleagues for advice before sending the public response, which is very helpful.
What do you dislike about the product?
I hate that I cant create a macro-template from an email. Sometimes after writing an email, I think 'I type this out a lot, I should make it a macro.' but then I have to copy all the text, click around about 6 times, paste, and do a few more clicks in order to actually create the macro. Not very user friendly, especially for a product that I imagine macros are so heavily used on.
What problems is the product solving and how is that benefiting you?
A combination of client success and customer support. I like that I can manage these out of separate buckets and they don't all get mixed together. I can also step in and help my co-workers with their tickets, without have them be private or scrambled in with my own inbox.
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