Zendesk Suite
ZendeskReviews from AWS customer
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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.
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.
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