Zendesk Suite
ZendeskReviews from AWS customer
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A streamlined, easy to use interface
What do you like best about the product?
Ease of access, all in one solution, integration with existing platforms, opportunity for multiple accounts with their own settings and support possibilities, clean interface.
What do you dislike about the product?
Changes to layout and structure of support tickets without opportunity to use the old format, some less than perfect features, reporting is a bit in the weeds and could be better explained.
What problems is the product solving and how is that benefiting you?
It makes it far easier for our full team to engage with customers/clients, and users, and allows us easy access to historical data.
Support & Clarity
What do you like best about the product?
Love the user-friendly format with a nice aesthetic setup, navigation is clear! It's easy to follow and find exactly what we are looking for. User abilities are beyond other platforms in use.
What do you dislike about the product?
Dislike waiting for data or awaiting a response, difficult when the main contact will redirect to support team, lack of immediate options to filter to a specific queue/contact.
What problems is the product solving and how is that benefiting you?
Support is provided on how to locate the exact workflow we're looking for, ability to navigate through our buildouts with guidance from the pros, tried and true support based on community questions and outcomes.
Good CRM for Customer Support, But Has a Couple of Downfalls
What do you like best about the product?
Zendesk is a good platform for customer support if you're in an environment where you don't need too many social integrations. The platform is straightforward and doesn't have too much of a learning curve where it makes it difficult to jump in after a few hours of training.
What do you dislike about the product?
Zendesk is a direct ticket focused environment. Some of our social integrations don't link well to the environment, meaning sometimes work is duplicated though issues have been solved. This may include messages from Twitter or Meta Platforms not being pulled in, messages sent in native (IG or Facebook) platforms don't reflect in real time (leading agents who work directly in Zendesk because they don't have access to the native platforms) causing duplicate messages from different platforms, and ticket creation not occurring because all messages don't get pulled from these accounts.
What problems is the product solving and how is that benefiting you?
Zendesk fills the need for platforms in which we can communicate directly and conveniently with our user base. This includes sending in messages for tickets via our app integrations, priority user queues, trend recognition, personalized support, and much more.
Zendesk, the ticket system to save your sanity.
What do you like best about the product?
Zendesk Support Suite is super simplel to use and deploy. I was able to pass adminrights down to department mnagers instead of keeping in IT only.
What do you dislike about the product?
A little confusing to navigate at first. Takes a little time to find various menus.
What problems is the product solving and how is that benefiting you?
Zendesk has allowed me to move my helpdesk ticket systems to the coud and imported al the tickets from the old system. Zendesk is super user friendly.
Love it!
What do you like best about the product?
Our account rep is super helpful and is always going above and beyond!
What do you dislike about the product?
It sometimes can be hard to navigate when trying to find an answer on my own
What problems is the product solving and how is that benefiting you?
We are able to answer customer question and concerns very efficiently and effectively. We a small team we can get back to all our customers in a timely manner.
Absolutely love ZenDesk
What do you like best about the product?
Ticket tracking, and notification reminders.
What do you dislike about the product?
Menu's changing when enhancements go out
What problems is the product solving and how is that benefiting you?
Issue tracking and time to complete resolution times.
Powerful platform requiring careful setup
What do you like best about the product?
Works very well out of the box, scales quite nicely.
The UI is easy for the eye.
The UX take a bit to get used to (especially the way the ticket progresses once a comment is made).
The UI is easy for the eye.
The UX take a bit to get used to (especially the way the ticket progresses once a comment is made).
What do you dislike about the product?
Hard to make a self service portal where users can go through a prederminted tree of issue types.
Costs are rather significant and do not work well for internal usage at a small firm.
Costs are rather significant and do not work well for internal usage at a small firm.
What problems is the product solving and how is that benefiting you?
We needed to bring up a support e-mail and do so professionally in a short period of time. This has worked out beautifully.
The users got a good feeling for our support approach right away.
The users got a good feeling for our support approach right away.
ZenDesk is the only CRM for me!
What do you like best about the product?
I have tried other CRM tools and none compare to ZenDesk. It's very intuiative. First time users get it very quickly and the suppor for ZenDesk is second to none.
What do you dislike about the product?
I wish creating new reports was a little more intuitive. The old Good Data way of reporting was a little easier.
What problems is the product solving and how is that benefiting you?
Managing customer inquiries and providing a robust help section for users to solve their problems.
Lots of Articles! Not always the most direct answers.
What do you like best about the product?
There are a lot of articles about tools and features. They are written well and are easy to understand. Usually link to similar topics, include videos and more.
What do you dislike about the product?
There are multiple tools to do similar things, its hard to find a way to integrate them or set them up. Reaching out to support seems to only redirect to articles or provide the same information.
What problems is the product solving and how is that benefiting you?
Learning how to integrate and set up tools. Trying to self-teach and find workarounds to our company-specific needs.
Zendesk is great out of the box, but expensive and lack simple customizability
What do you like best about the product?
It is easy to initially setup, basically completely ready out of the box
What do you dislike about the product?
If you want to do anything more complex, or integrate with other applications, zendesk does not work well. It is also ridiculously expensive to get the things you could get in Jira for less than half the price.
What problems is the product solving and how is that benefiting you?
It has allowed us to quickly set up multiple ticketing systems and shared inboxes.
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