Our customers do their customer support through Zendesk Support. We add our own automation into Zendesk Support to automate their tasks more. That's our basic functionality.
Zendesk Suite
ZendeskReviews from AWS customer
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The solution has a lot of good APIs, but its stability could be improved
What is our primary use case?
What is most valuable?
Zendesk Support has a lot of good APIs. They have support for triggers, whereby instead of us monitoring Zendesk Support's system for any change, it will notify us when a change happens. So it takes a lot of our load away.
What needs improvement?
The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay. You get a new ticket on Zendesk and are able to view it in your browser, but when our program queries it for new tickets, we won't get that ticket. That takes some time to sync, and if the solution could speed it up, it would improve our work very much.
The solution’s stability could be improved.
For how long have I used the solution?
Our customers have been using Zendesk Support for more than one year.
What do I think about the stability of the solution?
Sometimes, when I query for new tickets, I get open tickets and vice versa. Zendesk Support is not a stable solution because it has some bugs.
I rate Zendesk Support a seven out of ten for stability.
What do I think about the scalability of the solution?
Three people are using Zendesk Support in my organization.
How was the initial setup?
Zendesk Support’s initial setup is easy.
What other advice do I have?
If you are using Zendesk Support programmatically, always check for inconsistencies and expect it to be unstable. Perform your own additional filtering on the data you receive to confirm whether the data you've received is what you are looking for. Also, catch the errors it reports sometimes.
Overall, I rate Zendesk Support a seven out of ten.
Fantastic! Zendesk is where you need to be for Ticketing.
What do you like best about the product?
feature that I appreciate about ZenDesk is its flexibility and scalability. The platform caters to businesses of all sizes, from startups to large enterprises, and offers various pricing plans to accommodate different needs and budgets. Additionally, ZenDesk integrates seamlessly with other popular business tools and software, such as CRM systems and productivity suites, enhancing workflow efficiency and enabling a holistic view of customer interactions.
What do you dislike about the product?
Advanced analytics features, such as customizable dashboards and more advanced reporting metrics, would be beneficial for businesses seeking to gain deeper insights into their customer support operations and performance.
Let me know if I'm missing anything however!
Let me know if I'm missing anything however!
What problems is the product solving and how is that benefiting you?
I needed a professional solution and a reliable company that I could trust. I've needed to go through quite a few 'less-than-ideal' trials to find this one, but it's what I'm recommending to my clients and anyone reading this.
Offers a user-friendly integration capabilities, and room for improvement in network stability
What is our primary use case?
We use Zendesk Support to receive customers' requests. So, we basically emanate me a customer and get a submit a request from our Zendesk. We just pick it up from Zendesk and respond to their requests. You can also receive chats through Zendesk.
What is most valuable?
Overall, Zendesk works well for me. The icons here are not overwhelming, and I only need to contact support once a day. Then, once you receive a request, you'll get an immediate notification, and you can respond to the client right away. Additionally, on Zendesk, you can create different items to categorize requests from clients in different regions, such as the US or other areas. We should definitely support that.
Additionally, Zendesk has a profile and knowledge base. You can connect Zendesk from Notion as well because we use Notion too. Any information you type on Notion, you can easily bring it in on Zendesk, which is super, super cool. Then if you want to get more information about the client you're working on, you can get them on Zendesk, which is super cool.
What needs improvement?
I have a concern regarding the side conversations. Instead of creating a separate transcript, you can simply click on the side conversation tab to communicate with clients. It should be within the same interface.
So when you respond, you can easily switch back to them without opening another ticket or creating additional back-and-forth conversations. It's more streamlined that way. It keeps everything organized and avoids cluttering the interface with multiple tickets for one conversation.
For how long have I used the solution?
I have been using Zendesk Support for two years now.
What do I think about the stability of the solution?
There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us. It could be from Zendesk, which I think they should work on.
I would rate the stability of Zendesk Support an eight out of ten.
What do I think about the scalability of the solution?
It is a scalable solution. But for me, there is maybe some Slack thing, really for me. Slack becomes more than the same time. But all those decks, once you open Zendesk to attend to the customer’s request on the phone and all, and hence I would rate the scalability of Zendesk Support a nine out of ten.
Around 400 users who are using Zendesk Support in our organization. With Zendesk Support, you can also create the same Macro on Zendesk. The time you use to type in the calculator will take you more time. So it is better just to create a Macro instead of you wasting like five minutes typing.
Once you have already created the Macro, you can just send whatever response you want to decline if you are sure you know what the feedback really is. So I can resolve a customer request immediately.
How are customer service and support?
The customer service and support experience were okay. When contacted, they respond really fast. I’ll give it to them on that angle. Once the network is down, within five or ten minutes, they will fix it.
How would you rate customer service and support?
Positive
How was the initial setup?
For me, the initial setup for Zendesk was straightforward. It is not complex.
What other advice do I have?
I think the advice about Zendesk Support should be to use Zendesk essentially if you are in a customer support role. It is very important. Even if you are in pair with your customers onboarding, Zendesk is user-friendly. You can easily get the customer's request immediately to resolve and then create a Macro on Zendesk. We can import information from the Notion page to Zendesk, and you can even import and connect articles on Zendesk.
Overall, I would rate the solution a nine out of ten.
Zendesk
What do you like best about the product?
The GUI interface is good. The transition from page to page is good
What do you dislike about the product?
Tool seems to be slow and needs improvements on the speed
What problems is the product solving and how is that benefiting you?
By create Self Help tools, interactions with users has come done for simple and monotonous tasks
Zendesk offers Streamlined Customer Support and Service Management
What do you like best about the product?
The best I like about Zendesk is that it is an extraordinary customer support and service management system which simplifies communication, ticket management, as well as overall customer experience. The user-friendly ticketing system, together with automation features and integrations, facilitates groups to collaborate efficiently, making sure of an effortless customer support procedure.
The system enables companies to handle customer interactions from several channels, including email, live chat, social media, as well as phone calls, within a central place.
The system enables companies to handle customer interactions from several channels, including email, live chat, social media, as well as phone calls, within a central place.
What do you dislike about the product?
Even though Zendesk is a highly effective customer support program, there are some aspects that can be increased. Firstly, the pricing structure of Zendesk may not be ideal for organizations that have little budget or smaller-sized support teams. The price can go up as the number of agents or the requirement of improved features grows.
What problems is the product solving and how is that benefiting you?
Zendesk in the right way manages the hurdles of managing and bettering customer support and service management. Through a central platform for ticket management and communication, Zendesk assists us to organize customer inquiries, observing progress, and be sure that timely resolution. This benefit contributes to improved response times, superior customer support, and better customer relationships.
Zendesk Support Suite - Raising Customer Service to New Levels
What do you like best about the product?
Among the best features of Zendesk Support Suite is its single platform which brings together a number of support channels into one central hub. Whether it is email, chat, telephone, or social media, Zendesk makes it possible for companies to handle and respond to client inquiries effortlessly throughout several channels. This consolidation doesn't only save time but additionally guarantees regularity and improves the all-around customer experience.
The ticket management system offered by Zendesk is extremely effective and structured. It helps support agents to properly observe and prioritize customer concerns, making sure of timely resolution and reducing response times.
The ticket management system offered by Zendesk is extremely effective and structured. It helps support agents to properly observe and prioritize customer concerns, making sure of timely resolution and reducing response times.
What do you dislike about the product?
While Zendesk Support Suite gives many benefits, there are some factors to bear in mind. One aspect is the complexity that could occur when setting up and customizing the program to a particular business requirement. Substantial customization options provide flexibility, however, they may need a little technical expertise or devoted resources to fully optimize the platform for particular workflows and business procedures.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite successfully handles frequent problems in customer support, which results in several advantages for companies. First of all, it makes it possible for companies to centralize and handle customer interactions from several channels in one location. This removes the requirement for switching between different systems, improves agent performance, and assures a regular support experience for clients.
How can an "industry leader" provide a service that is so bad?
What do you like best about the product?
The platform can help with very basic support processes, however, there is a severe lack of support concerning user frustrations and product deficiencies
What do you dislike about the product?
Everything, essentially. The product support is terrible - response time is atrocious, the AE's don't know how to use the product (and therefore cannot provide effective solutions), and many forms/FAQs don't make sense. Moreover, many users have expressed their frustrations in the comments section, where Zendesk has made excuses as to why they don't provide common sense functionalities within this platform. The platform itself is not intuitive, and creating basic processes (be that through a chatbot, help center, or other support-related functionalities) always comes with limitations, difficulties, or frustrations.
What problems is the product solving and how is that benefiting you?
Helpcenter, ticket support process, some basic reporting
Everything all in one place
What do you like best about the product?
I like the connections between Zendesk and Twitter, Facebook and Trustpilot. Allows myself and my team to work in one place as opposed to two different systems.
What do you dislike about the product?
I dislike that the instagram intergration doesnt come through as support tickets but as a live chat function. I do find zendesk explore to be quite clunky for reporting.
What problems is the product solving and how is that benefiting you?
Enables multiple departments to use the same system and have a record of all customer interactions. It enables us to build customer profiles which a history of contact.
Customer Service Associate
What do you like best about the product?
The translation language option is really a great option for Zendesk. Since we have all sort of International languages from our customers.
What do you dislike about the product?
I haven't encountered anything I didn't so far about Zendesk, but probably when I do I will let you know.
What problems is the product solving and how is that benefiting you?
Every problem or upgrade that Zendesk have been resolved.
Great teamwork for the best of the client
What do you like best about the product?
Chat automation system is easy to use and Ultimate team is great.
What do you dislike about the product?
Can't think anything that I dislike at the moment
What problems is the product solving and how is that benefiting you?
rapid help at all times with building intents and training. By improving our chatbot answer we can hopefully help our customers to help themselves better
Recommendations to others considering the product:
If you are looking for a professional partner, choose Ultimate.ai
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