Zendesk Suite
ZendeskReviews from AWS customer
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Good for customer email support
What do you like best about the product?
ZD makes it easy to manage and sort incoming emails
What do you dislike about the product?
Zendesk seems to run a bit slow sometimes
What problems is the product solving and how is that benefiting you?
Supporting our customers via email
Solid Helpdesk System with major potential
What do you like best about the product?
Interface is very easy to use from the administration to the end user side, addon's and customization is possible for several aspects, knowledgebase system is very well designed.
What do you dislike about the product?
There is no searchable final solution box in any of the tickets. It is hard to search past tickets when none of the data within the ticket is searchable. Converting solutions to knowledgebase articles is not available. Alot of customization is needed out of the box.
What problems is the product solving and how is that benefiting you?
We needed a centralized helpdesk support application to unify our enterprise. Centralized repository for our solutions and standards.
Recommendations to others considering the product:
Good tool with lots of potentials requires a lot of logical thought process for the initial setup. Not a very good problem management module as well as change management.
Very practical
What do you like best about the product?
I can see everything that I need to see at a glance. At our company, we use to views to group tickets into various categories, depending on issue type, game etc. This is incredibly useful to my day-to-day work as it allows me to prioritise and and manage my workload accordingly.
Macros and dynamic content is also very easy to create, update and manage, ultimately making our jobs easier and faster.
Macros and dynamic content is also very easy to create, update and manage, ultimately making our jobs easier and faster.
What do you dislike about the product?
While views are very useful, it is only possibly to display a certain amount of views in the sidebar. We have solved this problem by using a plug-in for Zendesk in the marketplace.
What problems is the product solving and how is that benefiting you?
Zendesk is a great support platform. When customers submit a ticket, they first see an FAQ/Knowledge Base which may answer any simple questions they may have. However, if they still have questions or require assistance, the next steps to contact us are very easy, as they can submit a ticket at the touch of a button. This user experience is great for the customer and means they are more likely to get in touch if they have an issue or question.
On our end, we see all relevant information that might help with a customer's problem, such as platform, issue category, etc. in an organised and easy to see way. This means we need fewer touches to get the info we need, speeding up the whole support process.
On our end, we see all relevant information that might help with a customer's problem, such as platform, issue category, etc. in an organised and easy to see way. This means we need fewer touches to get the info we need, speeding up the whole support process.
zendesk
What do you like best about the product?
the ease as a ticketing tool to manage cases with department colleagues
What do you dislike about the product?
we just started with the tool so I can't give you any negative feedback
What problems is the product solving and how is that benefiting you?
We resolve our clients' issues as well as assign them a priority for the SLA.
Great ticketing system!
What do you like best about the product?
Zen desk is quick, efficient and organizes all incoming tickets and cases in a way that allows you to be efficient
What do you dislike about the product?
The chat feature can be a bit more streamlined and include a timer so we know how long a customer waited to be connected to an agent
What problems is the product solving and how is that benefiting you?
Customer service questions and issues
Recommendations to others considering the product:
Get it! Your ticketing will be so much more organized
Useful yet basic
What do you like best about the product?
I like being able to track conversations between my associates and customers.
What do you dislike about the product?
I hate that tickets can't be tied together easily.
What problems is the product solving and how is that benefiting you?
We are helping to better serve our customer with Zendesk by using the call recording, email tracking, and overall integration of the software.
Dinesh for Zendesk
What do you like best about the product?
It's a very efficient customer bug reporting tool
What do you dislike about the product?
It's not always alerting with latest message
What problems is the product solving and how is that benefiting you?
Customer Success thru support
Complete Package
What do you like best about the product?
I looked at about 8 helpdesk ticketing systems for a system that would work completely through email and not send entire email histories to clients with each email response. Zendesk was the only one that could so this.
What do you dislike about the product?
Some terminology is different than I'd expect, so figuring out what features did what took a little time. But support was great to help me get a grasp on things.
What problems is the product solving and how is that benefiting you?
We need to track problems with our system. This will do that.
Recommendations to others considering the product:
Get a trial and go for it.
Best toll out for managing support cases
What do you like best about the product?
Easy to learn and use. Jira integration.
What do you dislike about the product?
I don't like that when you download a copy of a ticket, it includes the private notes from the case.
What problems is the product solving and how is that benefiting you?
Managing support requests, collaborating with team members. It's easy to work with others and keep case history.
It gets the Job Done
What do you like best about the product?
Zendesk is easy to use and has many helpful features.
What do you dislike about the product?
It sometimes slows down and freezes at busy times.
What problems is the product solving and how is that benefiting you?
We can talk to customer with ease using email and chat.
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