Zendesk Suite
ZendeskReviews from AWS customer
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Working for our small office
What do you like best about the product?
its a great way to see what has happened with a client - especially when you don't have access to your collegues' email - but you can still see the exchange at a glance with a quick search
What do you dislike about the product?
I don't like that the client can just reply to an email and you are back in a thread you didn't need to be on in the first place.
What problems is the product solving and how is that benefiting you?
Shorter wait times, when one person is out of the office - the rest of the team can easily pick it up.
Easy ticketing experience
What do you like best about the product?
Easily customizable and handling of tickets. End users are easily able to login and submit/update tickets.
What do you dislike about the product?
A little pain in the rear when it comes to ticket flow. Could use a little more intuitiveness.
What problems is the product solving and how is that benefiting you?
Havent used thier support.
Zendesk Support is one of the best IT support programs out.
What do you like best about the product?
It is easy to use, easy to scale, and easy for end users to work with. Contact through email works great.
What do you dislike about the product?
Very few things that I dislike. Perhaps if there were an integrated screen grab.
What problems is the product solving and how is that benefiting you?
Supporting an educational IT environment of nearly 500 end users.
Recommendations to others considering the product:
Evaluate several others and compare apples to apples
Doesn't quite do things right the first time
What do you like best about the product?
The statuses you can set on each ticket that make it clear on the onus of the action items.
What do you dislike about the product?
Automatic replies. MAQL, using a watered down SQL is very limiting to those of us who need to make custom metrics or who find that the defaults of the system aren't calculated logically.
What problems is the product solving and how is that benefiting you?
We're solving the issue of transparency within Operations. It's great at organizing tickets.
Recommendations to others considering the product:
Rather buggy most days. First reply time isn't calculated logically.
Software for Communication
What do you like best about the product?
The ability to assign tickets to different members of my team.
What do you dislike about the product?
There are rules that you can set up that automatically assign tickets to certain people. I found it hard to create these rules
What problems is the product solving and how is that benefiting you?
We are able to organize projects to certain people and keep track of who is doing what.
Easy system for help desk tickets
What do you like best about the product?
Tracking of tickets and time tracking capabilities as well organization and classification of tickets.
What do you dislike about the product?
Configuration and set up of system and accessibility of different functionality.
What problems is the product solving and how is that benefiting you?
Organizing and prioritizing help desk tickets.
Simple and efficient
What do you like best about the product?
We get tickets to complete and mark them done. Simple system.
What do you dislike about the product?
Nothing is really wrong. We just get back logged
What problems is the product solving and how is that benefiting you?
Customers contacting after hours.
Using Zendesk to help customers.
What do you like best about the product?
I like the ease of using Zendesk. It’s easy to use and apply for our business model. The customers can access the response field and send their replies.
What do you dislike about the product?
There isn’t really anything I dislike about the software.
What problems is the product solving and how is that benefiting you?
We can get accurate responses from our customers.
Recommendations to others considering the product:
Use it.
User friendly, good reporting capabilities
What do you like best about the product?
It is integrated with email, so end users never have to log in if they don't want to. Reporting capabilities are robust.
What do you dislike about the product?
I did not have any dislikes about this application.
What problems is the product solving and how is that benefiting you?
Tracking tickets from customers. This was our help desk ITSM software.
Customizable and Simple to use
What do you like best about the product?
I really like the software as it is easily customizable and intuitive to use
What do you dislike about the product?
Nothing to be honest. Its a great product
What problems is the product solving and how is that benefiting you?
Customer success team
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