Zendesk Suite
ZendeskReviews from AWS customer
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Zendesk Support System
What do you like best about the product?
Zendesk is very easy to use and has a variety of apps that makes support teams very efficient to support different customers.
What do you dislike about the product?
The one thing that makes Zendesk not likable is the fact that sometimes the tickets dont automatically get sent or that you have to go through different stages to make sure the ticket is solved when your done assisting a customer.
What problems is the product solving and how is that benefiting you?
We solved Mobile issues, data, calls, text, and device issues.
The best out there
What do you like best about the product?
The interface is clean and the communication system is intuitive. Ability to create and edit macros is crucial.
What do you dislike about the product?
Can be hard to control the sorting algorithm for tickets, especially in terms of repeated responses in one ticket thread.
What problems is the product solving and how is that benefiting you?
It's the foundation of our CX team, and the customer experience is crucial to any business.
Great chat application
What do you like best about the product?
Love the dashboard is easy to view who is on your site, who is looking to chat, and where they are located.
What do you dislike about the product?
There is no way to quickly identify if they are a current user.
What problems is the product solving and how is that benefiting you?
We are using Zendesk to connect with current customers who need assistance using our service as well as connect with potential clients browsing our website.
Recommendations to others considering the product:
Zendesk is great as a basic chat service. There are other services that are better in regard to analytics and marketing. If you dont have a need for those services then Zendesk is an easy platform to learn and work.
I love Zendesk!
What do you like best about the product?
The ease of use. This system is so easy!
What do you dislike about the product?
There isn’t much I dislike at all. Sign in could be a bit easier.
What problems is the product solving and how is that benefiting you?
We use it for customer service. We answer hundreds of emails and Zendesk has made it so much easier.
Simple to Use
What do you like best about the product?
Just switched to Zendesk as our main ticketing system and am loving it
What do you dislike about the product?
We are still fairly new to this software, so not much to dislike
What problems is the product solving and how is that benefiting you?
We are solving pricing. Our last ticketing system was over priced.
Works great
What do you like best about the product?
Nice alerts when customers need assistance and ability to send pictures and text documents
What do you dislike about the product?
No complaints with the current setup I am happy
What problems is the product solving and how is that benefiting you?
Customer who visit th website after hours are able to leave messages for us to see in the daytime
Recommendations to others considering the product:
Keep making the softward smooth and customer experience great
Mis-sold and customer services refuse to provide the complaints procedure
What do you like best about the product?
The software itself is very good the service desk, however, less so.
What do you dislike about the product?
When you take a trial you choose which trial of which plan. What actually happens is you are shown the features of professional and the only way you would know is if you looked at the asterisk on professional. Why would you do this if you are trialling Team!?
When this was required it was agreed it was a mistake. As we have been mis-sold we asked for the extra feature included in our demo of team to be provided as a gesture of goodwill. No extra cost to Zendesk as they are a software company and this extra little feature as no extra overhead. We were told this was not possible and when asked to raise a complaint we were refused. When asked about the complaints policy, we were refused. Twice promised a call back from a manager, no contact. Contacted a staff on Linkedin who referred me back to the ticket owner and we're back into a loop.
When this was required it was agreed it was a mistake. As we have been mis-sold we asked for the extra feature included in our demo of team to be provided as a gesture of goodwill. No extra cost to Zendesk as they are a software company and this extra little feature as no extra overhead. We were told this was not possible and when asked to raise a complaint we were refused. When asked about the complaints policy, we were refused. Twice promised a call back from a manager, no contact. Contacted a staff on Linkedin who referred me back to the ticket owner and we're back into a loop.
What problems is the product solving and how is that benefiting you?
We have seen that we are efficient with a team working on Zendesk. The categorisation is useful also.
However, please be careful. C/S survey results are only available on professional (not team).
However, please be careful. C/S survey results are only available on professional (not team).
Great Product But Can get Expensive
What do you like best about the product?
I like how it's easy to use. The UI is so nice.
What do you dislike about the product?
It can get Expensive based on the features you need
What problems is the product solving and how is that benefiting you?
It is a good way to intrigue customers to learn more about our products
Horrendous Customer Services
What do you like best about the product?
The software is mainstream and does what you would expect from a chat function. It allows you to chat to potential customers and answer queries from existing ones.
What do you dislike about the product?
It is hard to describe the systematic approach to customer services. We've had three problems, one where we lost two customers because of a bug. We were told it was our fault. An internal email about us was accidentally sent to us, revealing how Zendesk really operates. Anyone can make a mistake but it is a system and other users have voiced similar concerns.
What problems is the product solving and how is that benefiting you?
Winning business and solving problems faster.
Recommendations to others considering the product:
Great software companies love their customers. Things go wrong from time to time, and you should judge people when these 'moments of truth' happen. Zendesk are systematically a company that, although it espouses customer services virtues in its products, views its own customers as an inconvenience. A leaked email to us shows this. If chat and helpdesk is strategic for you, stay clear and use a competitor. We're switching.
Familiar feel with handy features
What do you like best about the product?
Easy to use and effectiveness in successfully managing ticket queues.
What do you dislike about the product?
Can get repetitive without bulk editing and solving tickets, an essential permission everyone should have in my opinion.
What problems is the product solving and how is that benefiting you?
Customer satisfaction metrics and pinpointing where there are opportunities to improve support.
Recommendations to others considering the product:
It’s a good product with lots of features to help your team succeed. TONS of articles with information on how to succeed and learn the ropes of Zendesk.
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