Zendesk Suite
ZendeskReviews from AWS customer
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Highly functional ticketing system.
What do you like best about the product?
How specifically I can drill down reporting.
What do you dislike about the product?
More frequent downtime than other applications.
What problems is the product solving and how is that benefiting you?
Customer support.
ZenDesk is flexible and a great way to manage the flow of work
What do you like best about the product?
I really loved the metrics we could get out of the system, and being able to have the client respond in-line with the issue via the automated emails.
What do you dislike about the product?
I have recently changed jobs, and I have gone from ZenDesk to now Jira Service Desk for support tickets. Unfortunately, I'm a bit spoiled and miss ZenDesk.
What problems is the product solving and how is that benefiting you?
For us it was to provide excellent reports that helped the client team tell the story of what was going on with their project or application deployment.
Recommendations to others considering the product:
Get referals and see how they can help you streamline the process
Great customer support tool.
What do you like best about the product?
Easy to manage tickets from customers amongst staff.
What do you dislike about the product?
Doesn’t always notify you when a customer responds.
What problems is the product solving and how is that benefiting you?
Helps us solve issues quickly.
Smooth and efficient- best ticket solution
What do you like best about the product?
The interface is very simple to learn, and things behave like you expect them too. It seems to integrate other systems very well
What do you dislike about the product?
Honestly there’s not much I’ve found to dislike yet. I guess streamlining the assignment function, but Don’t even know how to suggest it
What problems is the product solving and how is that benefiting you?
this serves as our primary case management and “hub” to connect fringe tools and functions. It’s streamlined access to varies tools to one place while working on issues.
From Gmail to Ticket Tanks
What do you like best about the product?
ORGANIZATION! It's a real thing with Zendesk. It's so nice having priorities broken down into views and ticket counts and so many other key analytics. Real-time data has been life-changing for our customer service department.
What do you dislike about the product?
I wish the plans for smaller companies had access to more features like CSAT scores.
What problems is the product solving and how is that benefiting you?
Not all of our apps integrate as seamlessly as originally described. Amazon Channel Reply has issues where we answer within ZD and the email still shows unread on the Amazon platform. This effects our performance scores.
Recommendations to others considering the product:
Spend as much time as you can learning about ZD;s features. Watch the videos, do the webinars and interact with the community. The Help Threads are so valuable and I've learned so much from participating in them. Don't be afraid to click around and explore every clickable link. Chances are, it's going to open you up to a whole lot of insight you may have missed by not opting to find out for yourself.
Robust, but not fully utilized by a smaller company
What do you like best about the product?
The Zendesk Help Center was the most useful thing for us. I liked that we could customize the look and feel of it and put all of our frequently asked questions in a searchable format.
What do you dislike about the product?
Zendesk does a lot of things, but our smaller company had a hard time finding/using everything. We disliked that so many emails go out to our customers (we got your ticket, here's the answer to your ticket, your ticket is now closed, etc). There's probably a way to turn this off, but I couldn't find it in all the settings.
What problems is the product solving and how is that benefiting you?
We were sharing an inbox for our support team and this software allowed us to avoid people replying to the same question at the same time. It also gave us the self-service help center, which was great, but we are in the process of phasing this out and using another software that we found easier to figure out/implement.
Recommendations to others considering the product:
Give it some time to implement because there is a lot to setup and learn.
Great for support tickets management
What do you like best about the product?
Zendesk makes it easy to manage the "support" via professional emails. The interface is simple and friendly to use.
What do you dislike about the product?
The different ways to customize and tweak your Zendesk account and dashboard are mostly hidden and hard to find or implement.
What problems is the product solving and how is that benefiting you?
It allows the support team to manage support tickets.
Recommendations to others considering the product:
Make sure you consider other alternatives, especially for small-scale operations
very helpful
What do you like best about the product?
great training available, easily adheres to current programs.
What do you dislike about the product?
the free trial is not long enough to get to utilize all features
What problems is the product solving and how is that benefiting you?
friction-less experience for our customers during out of office hours
Great, Easy Platform
What do you like best about the product?
I like the user interface it's very easy and allows for multiple users to see incoming messages.
What do you dislike about the product?
I don't like that the chat isn't set up to ring users evenly.
What problems is the product solving and how is that benefiting you?
We are working on a transition from one website to another. The Zendesk Chat allows us to help guide our customers that do not want to call in to the new locations of checkout and search options.
Zendesk For Customer Service
What do you like best about the product?
We use Zendesk for customer support. I like the ticketing process and how customers can respond to messages.
What do you dislike about the product?
The tabs at the top of the screen are not as easy to organize as the tabs in a web browser.
What problems is the product solving and how is that benefiting you?
We are logging support requests with Zendesk. It provides quick turnarounds!
Recommendations to others considering the product:
It is a great ticketing system on par with Salesforce.
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