Zendesk Suite
ZendeskReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
6,490 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Good product
What do you like best about the product?
Easy to use, makes logging tickets and tracking easy
What do you dislike about the product?
Can be more intuitive, notifications can be better
What problems is the product solving and how is that benefiting you?
Information Technology Support which we call ITSON
Zendesk - Tremendous Tool for Great Support Teams
What do you like best about the product?
With Zendesk, you can set up business rules and triggers to automate most painful parts of support management. You have great visibility and reliability in Zendesk. Tagging is also an incredible way for us to monitor and report on salient customer issues.
What do you dislike about the product?
Zendesk's interface can be a bit wonky at times, and the metric creation process is a bit of a headache.
What problems is the product solving and how is that benefiting you?
Our support team couldn't function without Zendesk. We use Zendesk currently for email channels and our Knowledgebase. Our billing, HR, Office Management, and support teams all use the tools to streamline their day to day and keep track of requests.
Recommendations to others considering the product:
It's a smart move, if you have the volume to merit it. Zendesk is best when you have enough tickets to go around, and more than 2 agents. You can use the tool to automate ticket assignment and create groups, so it definitely helps you to scale and keep track of issues to pass onto your developers.
Great Support Tool
What do you like best about the product?
How easy it is to set up and use out of the box. Anyone with an IT staff of even 1 can set up and administer this.
What do you dislike about the product?
The catgorization could use some work. It’s a little cumbersome
What problems is the product solving and how is that benefiting you?
Zendesk has made it much easier for our team to track and identify consistent issues that our end users are experiencing. It has also eliminated any question of our agents dilligence as our users can now go out and see the progress on their issues any time.
Recommendations to others considering the product:
Great option for those of a similar size company who dont want to put a ton of time into configuring and administering a new tocket system and self-help portal. If you have a large company and need really granular reporting data or an automated ticket flow, this might not be for you
If you dont buy most expensive package...
What do you like best about the product?
Easy navigation and very intuitive. The text function is cool
What do you dislike about the product?
Not being able to send to a customer a text unless they text you first is not cool because often times after chatting with a customer on the phone they asked to be texted...but then you have to wait for them to text and merge the tickets. Talk about time consuming. Also. It needs more. It is really hard to keep tickets organized
What problems is the product solving and how is that benefiting you?
Retail support. Having one hub for everyhing is great, but that hub can easily turn into a chaotic mess
Excellent helpdesk tool for managing customer requests
What do you like best about the product?
Excellent ticket management and tracking
Automatic workflows
Integrates with other tools
Good customer support
User friendly interface
Automatic workflows
Integrates with other tools
Good customer support
User friendly interface
What do you dislike about the product?
Expensive
Reports are not very customizable
Reports are not very customizable
What problems is the product solving and how is that benefiting you?
Customer support and Issues Management
Pretty good
What do you like best about the product?
It has a really clean interface. Very easy to navigate the UI and it's nice that it is customizable for our business.
What do you dislike about the product?
I really dislike the "light agent" role. It seems to be nearly useless in most cases. I also do not like that there are no parent-child ticket relationships.
What problems is the product solving and how is that benefiting you?
We're solving task management with Zendesk. It's been really helpful and eye-opening to see what was not working in our previous system.
You should be using this
What do you like best about the product?
Watchig the activity on the page and being able to engage potential customers
What do you dislike about the product?
There's nothing that I've discovered that I dislike.
What problems is the product solving and how is that benefiting you?
Our customers who don't have the time to make a phone call can get answers to their problems
Zendex is a userfriendly simple to use customer support software platform
What do you like best about the product?
Zendesk is easy to set up and configure, to customise and to configure on an ongoing basis as changes are needed. The macros and other functions enable easy and quick replies to customer queries and the tagging system allows for queries to be tagged for reporting metrics.
What do you dislike about the product?
I found that it occasionally appeared to 'time out' - not often but often enough to make it worth mentioning here. It would be handy to have a warning pop up when people attempted to reply to a no-reply address too. This is not so much the software fault but unfortunately, not all staff were smart enough to prevent this mistake themselves.
The search could do with some finetuning, otherwise no real complaints thanks.
The search could do with some finetuning, otherwise no real complaints thanks.
What problems is the product solving and how is that benefiting you?
Enhanced customer support, faster turn around for Customer Service and increased one-touch ticket solving. It's been handy for benchmarking us against other companies in terms of our turn around times and to encourage a bit of competition between team members to cut their turn around time down while still producing quality emails.
Recommendations to others considering the product:
A great product but I would recommend starting with a list of what you need from software, then what you would like then a nice to have list. See how many ticks this software gets. Compare it to at least two pieces of other software of the same nature before making your final decision. This is what I recommend for any piece of software. Also, check out their own forms of customer support, and social media sites to see what other customers have had to say about the software.
ZenDesk support is initiative yet robust
What do you like best about the product?
My favorite aspects of ZenDesk support are the intuitive interface and email support. From the support desk side it makes our job a lot easier by being simple to use. It makes the client side easier by the ability to email responses in instead of logging in to an entire application.
What do you dislike about the product?
I’ve used ZenDesk for 4 years now and I honestly can’t think of anything about it dislike.
What problems is the product solving and how is that benefiting you?
Internal communication across support team and external communication with clients to solve issues.
Excellent Support Tool
What do you like best about the product?
Easy to use
Integration with multiple tools
Excellent scaling benefits
Easy tracking of issues
Integration with multiple tools
Excellent scaling benefits
Easy tracking of issues
What do you dislike about the product?
Unable to link users to multiple organizations
Enhanced features are very expensive
Enhanced features are very expensive
What problems is the product solving and how is that benefiting you?
We use zendesk for providing support to our customers. We have been using it for 4 years now and it meets our customer service needs.
showing 5,691 - 5,700