Zendesk Suite
ZendeskReviews from AWS customer
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OK, great for what's out there, should be more analytical
What do you like best about the product?
It's very simple to set up, and easy to maintain
What do you dislike about the product?
IT has a lot of limits. It's something that makes setting up a program easy, but it doesn't offer a ton of insights about how to improve your support
What problems is the product solving and how is that benefiting you?
ticketing
Great Product
What do you like best about the product?
Ease of use. Advanced capabilities. Integration to other software.
What do you dislike about the product?
Requiring an email to open ticket. Not able to send mass notifications.
What problems is the product solving and how is that benefiting you?
Our general support. Customers and techs love it.
Zendesk -- Customer Support Made Easy
What do you like best about the product?
Recent integrations such as Salesforce and Google Analytics --- which were helpful at the last company I worked for. I thought it was an excellent move. The live chat feature allows for support in real time and takes the "middle man" feeling out of addressing issues. It provides a platform to build efficiency and accountability quickly within a department.
What do you dislike about the product?
In my opinion, although the setup is fairly user friendly, Zendesk works best for you if you put extra attention into your setup. Setup everything to your liking and preferences the first time around and it works great. If not, it becomes a bit cumbersome while you're actually in the thick of things. Keeping notes "private" between team members isn't blatant and therefore could be very easily sent to the customer.
What problems is the product solving and how is that benefiting you?
Zendesk is scalable which is fantastic. It also creates accountability. Reporting is also helpful (although the metrics could stand to be improved). Keeps ticket priority organized (if everyone in your department plays nicely).
Zendesk Support is awesome
What do you like best about the product?
Great interface, easy to use, intuitive, quick response
What do you dislike about the product?
Its pretty intuitive, nothing I dislike so far, the UI is smooth
What problems is the product solving and how is that benefiting you?
Quick and easy way for users to put in a ticket to support
Recommendations to others considering the product:
More features and lower pricing
Professional looking, flexible CRM tool
What do you like best about the product?
It has many integrations and is easy to use
What do you dislike about the product?
The built in support center is not easy to use
What problems is the product solving and how is that benefiting you?
Customer communication
Rock Solid
What do you like best about the product?
Zendesk has all the tools I need to manage a robust customer Help Center for our medium-sized software company. Article publishing is simple, and the reporting tools are easy-to-use.
What do you dislike about the product?
More involved customization of Help Center (or 'Guide' as it's now called) will require a front in developer or at least someone who's comfortable with CSS and JS.
What problems is the product solving and how is that benefiting you?
We needed to deploy a Customer Help Center to host and manage all support content including help articles and videos. Also, we needed a way measure what support content is benign utilized by our customers.
Recommendations to others considering the product:
We use only the 'Guide' / Help Center component - which is great, but using this in conjunction with the ticket management tools is ideal.
Zendesk Review
What do you like best about the product?
I like the ability to create different queues within Zendesk and set priorities. I also like the ability to merge tickets so we are not working more than needed.
What do you dislike about the product?
It can be quite buggy at times, especially the chat feature. It often times will sign you out without noticing.
What problems is the product solving and how is that benefiting you?
We are helping customers troubleshoot and answer frequently asked questions.
Recommendations to others considering the product:
Take their free courses on how to set up your Zendesk. The paid seminars are ok but not as useful as hands on experience.
Friendly and simple user interface
What do you like best about the product?
I like that you can chat directly with users that have submitted a ticket.
What do you dislike about the product?
I would like the ability to add more information to tickets.
What problems is the product solving and how is that benefiting you?
We have used it as a ticketing system.
One of the best, but expensive.
What do you like best about the product?
Zendesk is known for it's quality, and they really deliver top class solutions for costumer support. The solutions work very well, are easy to setup up and offer many options to automate and make things don't consume all your or your agents time with repetitive tasks.
What do you dislike about the product?
The price. I live in Brazil, so USD monthly subscriptions of at least 45 USD for each user just for the Support (ticketing) module is pretty expensive for me. I also don't like the logotypes they use for each solution, they look too much like kids drawings to me (not that it makes any difference in the quality of the products!). I contacted Zendesk but they don't offer any benefit in price for small companies.
What problems is the product solving and how is that benefiting you?
Fast and reliable support. But could be getting a lot more done if it wasn't for the price issue. I'm planing on migrating to other solution.
Recommendations to others considering the product:
If you have the money to pay for it, it's a great choice!
Helps me perform my day to day work
What do you like best about the product?
I like how the software helps to streamline the Customer Support process.
What do you dislike about the product?
The software integrates well with other programs that we use, but is sometimes glitchy with some of them.
Some of the customer data is not captured immediately and needs to be added manually.
Some of the customer data is not captured immediately and needs to be added manually.
What problems is the product solving and how is that benefiting you?
Zendesk helps to streamline our processes and provides an easy to use platform. The customizations help us to use the software in a specific way.
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