Zendesk Suite
ZendeskReviews from AWS customer
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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.
easy way to triage support requests
What do you like best about the product?
It's a central hub for dealing with support requests.
What do you dislike about the product?
I wish follow-ups weren't separated into their own issues, but continuations of the previous email, even if it had already closed.
What problems is the product solving and how is that benefiting you?
It lets all the members of the team see all the support requests and assign or respond to the customers as appropriate.
Recommendations to others considering the product:
Make lots of views - they're a helpful way to sort through tickets.
Solid Support portal
What do you like best about the product?
Easy to use for average user with depth of features for when you need them. The reporting metrics are also very good and let you know how you are doing compared to the industry standards.
What do you dislike about the product?
Since we supported enterprises, we kept our tickets open until resolved. Since many tickets ended up being feature improvements or new feature requests the tickets could stay open for long periods of time. This often made some of the reports look really off. Zendesk had some features to support us, but ultimately none of them fully solved the problem.
What problems is the product solving and how is that benefiting you?
We used zendesk as our customer support portal. All customers were brought to zendesk, or a zendesk ticket was created directly from our app through the zendesk API (e.g. no email support),
We also used zendesk for the Knowledge Base; however, there were multiple limitations to the flexibility of the wiki that prevented us from using it for all our support documentation needs (we ended up using a customized wordpress site for the user manuals, release notes, and in depth KB articles.
We also used zendesk for the Knowledge Base; however, there were multiple limitations to the flexibility of the wiki that prevented us from using it for all our support documentation needs (we ended up using a customized wordpress site for the user manuals, release notes, and in depth KB articles.
Recommendations to others considering the product:
Zendesk is simple to get started with, but with some customization it can be even more powerful. Take advantage of their user groups if they are available in your area. I went to a couple and it really helped me understand how to customize zendesk for my company's need.
Best for big business
What do you like best about the product?
The ability to integrate with other features I need (talk, guide, chat) with support all from the same company.
What do you dislike about the product?
The learning curve for how to use and implement Zendesk is too great.
What problems is the product solving and how is that benefiting you?
Customer contact/support
Easiest support system to learn how to Admin and optimize
What do you like best about the product?
Zendesk is the easiest system to learn how to admin and optimize in the shortest amount of time.
What do you dislike about the product?
I wish there were more/better options for notifications of new tickets or updates.
What problems is the product solving and how is that benefiting you?
Decreased first response and resolution times. Zendesk makes it easy for us to optimize our support processes.
Recommendations to others considering the product:
Definitely the best all around support solution in the market.
Great product
What do you like best about the product?
It is easy to follow and has the internal "noting' system that multiple employees can be a part of.
What do you dislike about the product?
I wish it had an auto "your request is still being reviewed, please be patient" type message after a certain timeframe you select so customers can be aware.
What problems is the product solving and how is that benefiting you?
Sometimes it is confusing when multiple responses are sent back and forth with multiple people.
Like
What do you like best about the product?
I enjoyed working with zen desk as a help desk employee due to it being very user friendly!
What do you dislike about the product?
It was confusing at times when compiling tickets and assigning them.
What problems is the product solving and how is that benefiting you?
Our IT staff was able to address issues submitted by our students much quicker with zen desk support.
Recommendations to others considering the product:
Use/switch right away for excellent product!
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