Zendesk Suite
ZendeskReviews from AWS customer
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Very good
What do you like best about the product?
Their pop up tool to embed on our web page for customer support
What do you dislike about the product?
You must use app for some time to menage with ease.
What problems is the product solving and how is that benefiting you?
Customer support
Helped a Small Business Stay On Top of Support Tickets
What do you like best about the product?
It's easy to stay on top of customer support issues. You can receive an email when a ticket is created or updated. You can see what's been done so far on the ticket and assign it to others. You can also easily view all your tickets based on status (whether they've been solved, unsolved, etc.).
What do you dislike about the product?
Not much. Just make sure you don't reply to the customer when you're trying to leave a note to someone internally. The tabs are next to each other on the ticket.
What problems is the product solving and how is that benefiting you?
Providing great customer support for a small business.
Strong Support Software
What do you like best about the product?
The ticket system, in general, is very easy to use and provides enough flexibility that it works for many different needs. We have been very satisfied with it.
What do you dislike about the product?
The biggest dislike centers around the help desk functionality. It's pretty sparse and although easy to use, does not allow for a lot of functionality.
What problems is the product solving and how is that benefiting you?
Our ability to organize our support and service tickets and provide simple and easy billing cohesiveness is the key benefit. We sought out a solution that would help us manage client requests for both support and small services.
Zendesk
What do you like best about the product?
I haven't experienced any glitches with the system so it runs very well.
What do you dislike about the product?
I have not encountered anything that presents a problem
What problems is the product solving and how is that benefiting you?
Organizing reports for customers
Recommendations to others considering the product:
Follow directions given, very self-explanatory
Great ticketing system but hard to keep track of me queue
What do you like best about the product?
Does a great job of allowing you to customize questions but the receipt to your email displays your answer in an odd format
What do you dislike about the product?
My queue is hard to manage to see who owns next step on a ticker and I wish I could like it into SF easier
What problems is the product solving and how is that benefiting you?
Product support, not everyone at our company is specialized in every aspect of our product. Zendesk allowed us to submit and distribute questions and issues to the right individuals.
Zendesk is user friendly
What do you like best about the product?
I like that they have updated it and it is easier to use to communicate with customers.
What do you dislike about the product?
I don't like that it freezes from time to time.
What problems is the product solving and how is that benefiting you?
We are answering emails from customer with zendesk.
Recommendations to others considering the product:
There are times when customers do not get my reply. It would be nice if they always got the email.
Great Software for Support
What do you like best about the product?
The ticketing system they provide along with all of the different labels you can have is extremely helpful in tracking different stats in our support department.
What do you dislike about the product?
There really is not much to dislike from my side of things in the way I use it. Which is primarily Support tickets.
What problems is the product solving and how is that benefiting you?
Our ability to serve our customers has increased exponentially! Without it we were hand entering tickets and it was difficult to locate customers, with it we are streamlined and able to serve our customers more efficiently.
Recommendations to others considering the product:
Definitely recommend using it
Great and robust tool - But not "straight out of the box" solution
What do you like best about the product?
Zendesk allows me to quickly resolve our support tickets while efficiently managing assignments, automation, different triggers, and reporting. I keep discovering new features all the time - which can be both a pro and a con, as for some features - I had no idea I could use or that they even exist. Their team is great and always resolved any issue I had quickly.
Their reporting feature (via Gooddata) is robust and allows a really deep dive into your metrics.
Their reporting feature (via Gooddata) is robust and allows a really deep dive into your metrics.
What do you dislike about the product?
While seems like a simple tool, there is a lot of different options and feature, and it takes a while to understand all the benefits. The integration with SFDC took a while (although to be fair, I had to go through the process about ~4 years ago, so maybe made simpler now).
What problems is the product solving and how is that benefiting you?
As mentioned in the first paragraph - Once you know how all the feature works together and set your automation and trigger rules, this tool makes my life so much easier.
Recommendations to others considering the product:
Great tool, great team, innovative team - Highly recommended.
Thorough, but Not User Friendly
What do you like best about the product?
ZD is able to hold and process a huge number of data points on every client ticket.
What do you dislike about the product?
The user interface is not greatly intuitive. My tickets are hard to find and track.
What problems is the product solving and how is that benefiting you?
Client and third party user support issues.
Recommendations to others considering the product:
Make sure you spend some time on setting up the reports and user dashboards accurately.
Easy to use ticket tracking application
What do you like best about the product?
Ability to not only manage my own tickets, but also see and manage tickets created from other members of my organization.
What do you dislike about the product?
No custom reporting capability from what I have access to. Would love to be able to have custom reports.
What problems is the product solving and how is that benefiting you?
Use Zendesk to track support tickets with one of my vendors. Benefits are many, but include the ability to track progress and tickets over time throughout the organization.
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