Zendesk Suite
ZendeskReviews from AWS customer
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Zen Desk for Non-Profit Organization
What do you like best about the product?
I like the ease of set-up, the low cost, and the user interface. The platform is very user friendly and easy to navigate. The cost of the product was quite affordable.
What do you dislike about the product?
I do not like the customer service with Zen Desk. I had numerous issues with the site functioning properly and customer service was always slow in responding.
What problems is the product solving and how is that benefiting you?
We use ZenDesk as a Live Chat Platform to on a fundraising website.
Good, but need more control over your own data
What do you like best about the product?
The interface is simple and the integration with GMail make it really easy for colleagues to submit requests for help. Additionally, we've had the highest response on the surveys for a number of years because of how easy the process is, and how simple (thumbs up, thumbs down)
What do you dislike about the product?
There is no way to prevent your tickets from being force-closed, and thus renders a lot of the data inaccurate if, for example, some required fields are not working (Zendesk's bug in their app not enforcing their own conditional fields) and you take more than 28 days in resolved status (Zendesk auto-closes tickets and there's no way to stop this, even if you diactivated the automated workflow that comes OOTB)
To set up SAML in GSuite and Zendesk, you can only do so with a single domain. G+ authentication works fine, however.
To set up SAML in GSuite and Zendesk, you can only do so with a single domain. G+ authentication works fine, however.
What problems is the product solving and how is that benefiting you?
Allows quick and simple interaction between users and service desk personnel, along with integration into the primary communication method (e-mail) and single sign-on
Recommendations to others considering the product:
Make sure your use case is simple and doesn't rely on frameworks such as ITIL. Zendesk is a semi-informal tool geared more toward customer service than ITSM alignment.
Good System
What do you like best about the product?
The system is easy to use and allows for many custom like features.
What do you dislike about the product?
Some features can only be used by admins.
What problems is the product solving and how is that benefiting you?
Ability to share problems and incidents across a large group.
Solid help desk and support system
What do you like best about the product?
Tickets being assigned to SMEs, knowledge base articles
What do you dislike about the product?
Busy UI can be slightly cleaned up, but the overall product is excellent to use
What problems is the product solving and how is that benefiting you?
Help desk automation system
Love it
What do you like best about the product?
Makes noises when we get a new chat, can add names and emails easily from chat window
What do you dislike about the product?
Haven't been using it too long, so haven't found much to complain about
What problems is the product solving and how is that benefiting you?
Easy, effective customer support
Great all around help desk system
What do you like best about the product?
Zen Desk has a very organized dashboard, it allows for seamless communication with our customers and functionality that makes my day that much easier.
What do you dislike about the product?
I do not like when Zendesk goes down. It does not go down frequently but it is very inconvenient when it does.
What problems is the product solving and how is that benefiting you?
Makes it much easier for us to have a functional, organized and automated way to communicate with our customers
Zendesk is Great
What do you like best about the product?
I enjoy the ease of use and also how you can customize Zendesk. I like how you can create a repository of help articles for users to access.
What do you dislike about the product?
Although I like that you can customize Zendesk, if you do not have some basic knowledge of CSS and HTML, it can be quite difficult.
What problems is the product solving and how is that benefiting you?
We use Zendesk as our help desk solution to solve problems for instructors and eLearning administrators.
Quite good, but could be better
What do you like best about the product?
It's fairly easy to create views, macros, and triggered events through their settings. As a general rule, everything is where you think it "should be" and you won't often be digging around the settings for hours to find what you're trying to change.
What do you dislike about the product?
Their dev team is really bad/slow about building out new features. It won't take you long to find something you wish they had and, when you look into it, you'll find that other users have been asking for the same features for YEARS. It's frustrating to see such little effort being put into this type of support.
What problems is the product solving and how is that benefiting you?
We're looking for an easy, yet robust tool that can scale with our business. As we develop more sophisticated support tools, it's nice to know that Zendesk is ready and able to scale with us.
Recommendations to others considering the product:
If you don't require TOO much customization, zendesk is a very powerful platform that will make your employees faster and smarter about how they handle customer support.
One of the best support software
What do you like best about the product?
Easy of Use
Configuration Options
Integration with email for reminders
Configuration Options
Integration with email for reminders
What do you dislike about the product?
Cloud Support
Reporting need to be improved
Reporting need to be improved
What problems is the product solving and how is that benefiting you?
Customer Support
Service impact analysis
Service impact analysis
I Love Zendesk!
What do you like best about the product?
I love that Zendesk allows all of the customer service representatives to see all of the messages from customers. We can also assign them to each other if they pertain to a particular person.
What do you dislike about the product?
I wish it was easier to see and sort pending tickets in Zendesk. I feel like often times I lose messages to that.
What problems is the product solving and how is that benefiting you?
We help our customers create returns, exchanges, and answer any questions they may have about our products!
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