Zendesk Suite
ZendeskReviews from AWS customer
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A little too clunky for my tastest
What do you like best about the product?
Accept tickets via email, social, chat. Automation, Macros. Real time monitoring and analytics.
What do you dislike about the product?
Integration into Facebook didn’t work so easily for me. Didn’t recognize my FB pages to link to. Also I received 4 different email messages just from typing a single chat message. Pretty annoying, though im sure these email alerts can be dialed down.
What problems is the product solving and how is that benefiting you?
Various IT needs in a campus environment.
Recommendations to others considering the product:
Need to purchase a lot of add-ons to get to the level needed for our needs. May end up becoming quite expensive in the end comparatively.
Helpful tool for tracking support requests
What do you like best about the product?
I like the customization of fields of available for tagging, that it can connect to SalesForce and Jira, and that you can add branding options if you have the same team supporting different products. I also like the different notification rules, and how it recognizes when someone responds to a specific ticket, even if you have closed that ticket already. You can also merge tickets as well and the product maintains that history.
What do you dislike about the product?
The reports don't offer a ton of customization- Also, they do not take into account your business hours so resolution times can be off which can make it difficult if that is one of your key . metrics.
What problems is the product solving and how is that benefiting you?
Giving clients good support to ensure that they have answers to questions, and making sure we know which client they are, what package type they have, and SLA metrics and reminders so we are meeting our end of the contract.
Really good value for what you get.
What do you like best about the product?
I find the interface to be simple and easy to use. Its straight forward and easy to get working quickly. Also it has a load of integrations with different apps.
What do you dislike about the product?
Permissions can only be achieved by purchasing enterprise which is a bit of a pain. For eg you have to buy enterprise to restrict IPs or have auditing, which could be a jump from $20/year to $99/mth which is a bit daft. Security should come free of charge and other non-security features should be part of the different plans.
What problems is the product solving and how is that benefiting you?
It allows customer issues that need to be resolved to be coordinated.
Recommendations to others considering the product:
The email integration and web access make it a very simple to use platform, with a user friendly UI.
Effective ticketing system
What do you like best about the product?
I love the ability to track and gather data from tickets submitted
What do you dislike about the product?
Not aesthetically pleasing, and text isn't always clean and easy to read
What problems is the product solving and how is that benefiting you?
Issue awareness, ticketing, solutions, tracking
Zendesk for support tickets and help center
What do you like best about the product?
Zendesk is easy to use and easy to set up. The learning curve is basically nothing so new team members can easily jump right in. I can also provide access at a team level for our partners to manage their own company / team tickets.
What do you dislike about the product?
The worst thing about Zendesk is really the mobile app. It's not intuitive to search or easy to use comparable to their desktop site.
What problems is the product solving and how is that benefiting you?
It is our ticketing solution for technical customer support. It allows us, as a team, to easily track and manage communication with out partners.
Recommended
What do you like best about the product?
Allows for multi-channel submitting of requests by email, web, etc. Makes it easier for those needing support.The install for the company liked the fact that the customer can select any number of ways to submit a request in order to be able to get the request to our team or their own team.
What do you dislike about the product?
I'd like to be able to do reporting and be able to assign tickets to specific agents in a group, or have it take someone's work and reassign it all in a random or sporadic fashion.
What problems is the product solving and how is that benefiting you?
Tracking of support requests, helps our team to remain organized. Dialing and other customer service roles.
Recommendations to others considering the product:
Ensure that you look at the other companies so that you can see how much zendesk provides over the others in the area. It's very important to know what they can and can't do because of this.
Easy to use
What do you like best about the product?
It has a simple easy-to-use interface that one you get fully trained on it can help you do anything
What do you dislike about the product?
It needs a lot of training to fully understand its potential.
What problems is the product solving and how is that benefiting you?
Call forwarding and handling
Best chat service for your organization! star
What do you like best about the product?
- Chat window directly on our website. - Easy to use, aesthetic and moreover affordable - Automatic message to facilitate recurrent questions
What do you dislike about the product?
- Sometimes when you log out it doesn't work. The service stays available on the site web even though nobody is there to answer
What problems is the product solving and how is that benefiting you?
We were looking for a way to offer live support to our customer. We already offered to call or email us, but chat was more efficient.
Recommendations to others considering the product:
I would recommend you contact them! They offer a great service and are going to answer any questions you can have.
Very good software
What do you like best about the product?
Zendesk makes it very easy to talk to customers and get feedback right away. It is very useful for our customer service and customer relations program.
What do you dislike about the product?
Sometimes I don't like the way it comes through in email as it can go straight to spam.
What problems is the product solving and how is that benefiting you?
Customer relations
Zendesk is user friendly
What do you like best about the product?
Although support on the other side of zendesk may not know what they’re doing, the application itself is simple enough to figure out without any training.
What do you dislike about the product?
Having worked on the support side and on the requestor side of zendesk, there isn’t much that I dislike. Working on the support side, I suppose I would’ve liked a simpler way to organize tickets.
What problems is the product solving and how is that benefiting you?
In the position I’m in currently, we’re able to send suggestions and issues and have them resolved fairly quickly. And working as help desk, I was able to keep a running tab of all of my tickets with no issues.
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