Zendesk Suite
ZendeskReviews from AWS customer
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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.
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
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