Zendesk Suite
ZendeskReviews from AWS customer
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Mutable and Veratile
What do you like best about the product?
I like how customizable the software is and how easy it is to interact with consumers.
The notifications we receive keep up abreast of the issues/concerns so that we may remedy them in real time/when we get into the office.
The notifications we receive keep up abreast of the issues/concerns so that we may remedy them in real time/when we get into the office.
What do you dislike about the product?
While customizable, I wish there was an easier interface to search for and implement features.
What problems is the product solving and how is that benefiting you?
Streamlines discourse, troubleshooting, internal communication efficiency, decrease in hours needed to complete certain tasks.
Recommendations to others considering the product:
I recommend working with someone on their staff as it would be best to know all of the details ahead of time (often find ourselves calling as we didn't do the same).
Great Help Desk and KnowledgeBase System
What do you like best about the product?
Zendesk is a great product for small, medium and mid-sized companies that are just establishing processes, or are looking to simply the help desk ticketing process. The features I really like about the product are more customer focused than what our organization can do technically. For example, the interface is VERY user friendly, and requires little to no training. Zendesk has a well developed ticketing system that can transform emails based on keywords and tags into tickets, and queue tickets to the appropriate department as well. When a technician is working a ticket, and they feel the steps of resolution warrant a KB article, they can one-click an option to transpose the resolution into a seperate article. The interface is also very intuitive for junior help desk staff.
What do you dislike about the product?
There are a couple things I wish Zendesk would provide. For starters, as small as it may seem, it would be a great help to change the text color, and to add code blocks within the KB articles and tickets. My second complaint is that there is no way to setup a ticket in which an approver can sign off on the form before it becomes approved to enter a queue. Right now, we copy an approver, who has to reply with an acknowledgement and one of our help desk staff will then move the ticket accordingly.
What problems is the product solving and how is that benefiting you?
Ticketing and Knowledge-base support and organization.
Recommendations to others considering the product:
They are probably the best out-of-box solution you can get at this time.
Zendesk is awesome!
What do you like best about the product?
Everything is very organized, I like how I can always find the information I need
What do you dislike about the product?
I wish that zendesk works better with Jira
What problems is the product solving and how is that benefiting you?
I wish there were more help articles so customers who ask simply questions can have the answer they are looking for right away
Zendesk-supporting you
What do you like best about the product?
everything is in one place, including historical data
What do you dislike about the product?
There are still some limitations on the design of emails going out
What problems is the product solving and how is that benefiting you?
no more support emails. only Zendesk
Zendesk Chat is real-time communication.
What do you like best about the product?
Zendesk Chat is a platform designed to measure, has the necessary functions to offer stability and different forms of communication. Also, it has the function of sending a notification to a manager, for when a consumer sends for said Chat, this completely renews the communication, makes it more consecutive and without interruptions, to be able to respond in the appropriate time.
What do you dislike about the product?
The premium plans have an accessible prize, however, the benefits they have are not something to exaggerate, I would like to place functions that make the difference.
What problems is the product solving and how is that benefiting you?
Virtually with ZenDesk Chat each consumer can have an answer to their questions in a matter of seconds, also, can engage in a conversation with a manager, without waiting so long, or leaving a doubt, and receive a response in a certain time, are functions that perfect completely the group communication.
Recommendations to others considering the product:
It is very easy to access, the zendesk chat is incorporated in many web pages, it helps the total development in every minute that is used, it also allows to send different images to make the chat more diverse. You can integrate Zendesk if you really need an answer in seconds.
Improves interpersonal communication.
What do you like best about the product?
I consider Zendesk Chat as an excellent platform to supplement communication. Its features are correctly pleasing, through this platform you can offer a support service in real time and a brief communication, without any type of interruption and in such a case that an interruption occurs, there is a way to recover the Chat, it is fantastic to be able to offer support in a chat where different files and different links can be sent.
What do you dislike about the product?
I can only complain about the price of premium services, I see that they are prices that at some point do not help any person, and it would be more influential and much more help to offer lower prices, with the possibility of payment in parts for users.
What problems is the product solving and how is that benefiting you?
Being in the Zendesk Chat, influences an impressive improvement, exponentially improves interpersonal communication, allowing the consumer to have an answer to their doubts in a shorter period of time and also helps different people to use different functions on any platform .
Recommendations to others considering the product:
It is very easy to use, it does not require previous knowledge regarding the functions it handles. The best thing about this platform is that it offers the user the possibility of using it without any experience, and in the same way to provide great results in real time.
Flexible, powerful support network
What do you like best about the product?
Easy setup and great execution makes this an excellent product. It's very easy to follow up with customers and very good at notifying you about tickets, customer contact, etc.
What do you dislike about the product?
Occasional issues with updates and attaching files.
What problems is the product solving and how is that benefiting you?
Customer support, remote file transfer
Recommendations to others considering the product:
Powerful support tool, amazing for widespread customer support network.
Odd corporate use
What do you like best about the product?
Easy archiving and look up. Allows you to notate accounts.
What do you dislike about the product?
Rep for Zendesk never trained anyone on it. Stated we were using it outside it's intended use. A great looking amd built software. It lags though and I think heavier knowledge would have been helpful.
What problems is the product solving and how is that benefiting you?
Connecting real estate agents with customers and tech support.
Our Favorite Software
What do you like best about the product?
Everyone on our support team, myself included, finds Zendesk to be our most powerful tool. Nothing slips through the cracks with this system. I've heard of other products being intuitive, but they don't live up to the nature of Zendesk.
What do you dislike about the product?
I'm not sure if this is really a downside, but there is a large customization component in the beginning. Since our team started out pretty small, this was a learning process from multiple aspects. We grew at the same rate as our options in Zendesk did and now it is the key to our efficiency.
What problems is the product solving and how is that benefiting you?
A key selling point to our product is our customer support. Our customers rely upon quick responses to solve problems in their day-to-day usage of our product. Zendesk allows them to get in touch quickly and we've realized the added benefit of measure our own stats to track performance.
Zendesk Support: When your customers feel heard and acknowledged, retention wins!
What do you like best about the product?
Ease of use, training new employees to use Zendesk was easy and simple. It is scalable based on the needs of your company. Zendesk support was great for tracking, prioritizing, and solving customer issues. The ability to apply automatic macros was great and they were easy to create with the help features on Zendesk.
What do you dislike about the product?
The search feature needs to be more advanced. Had to type in what you were searching for and then specify what category it falls under (user, feature, etc.)
What problems is the product solving and how is that benefiting you?
Customers are happy because they feel supported when they send in a ticket and get a response back. Customer support ticket backlog has decreased and so has follow-up time for customer support issues. User retention increases when customers are happy, and we realized that the daily follow up on tickets and status of tracking and priorities for tickets was extremely beneficial to managing our customer support process.
Recommendations to others considering the product:
Easy to use, highly recommend.
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