Zendesk Suite
ZendeskReviews from AWS customer
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Easy to use, intuitive
What do you like best about the product?
It took a little while to get use to the navigation and learning where tools are. Once I learned, using Zendesk is quite easy and it's easy to train folks on. This is my first time using this type of platform. On the ticketing side, I think it's less complicated than ServiceNow but it's still a little tricky configuring and getting it started. But once it's all said and done, it's quite a nifty tool.
What do you dislike about the product?
The explore tool has given me a lot of headache. I think there's too much customization. Some folks like that, but for me and my team, it's slowed down our reporting processing and it add development time. I wish explore was a little more streamlined. Also, the amount of customization when it comes to theme and layout isn't as easy as it looks. ZD only supports one theme really and doesn't give much support or easy designing to change up the look. You need a coder to turn the platform into something unique and different.
What problems is the product solving and how is that benefiting you?
We had a problem with our old chatbot and gathering analytics. We did not have a public help desk with articles to answer faqs. Zendesk allows us to do all of this within one platform which is great.
Do yourself a favor!
What do you like best about the product?
Our company has utilized ZENDESK Support Suite for well over 5 years now and we wouldn’t be where we are without it. The ease of use, the ability to stay in contact with our customers whether by email, chat, phone, etc has become intricate to our business and how we operate. Cannot recommend this enough!
What do you dislike about the product?
Support for the back-end is sometimes difficult to reach. They will answer but it was not immediate for our needs. Has not always been an issue but has happened.
What problems is the product solving and how is that benefiting you?
Making it easier to stay in contact with the customer is helping us stay more involved and better equipped to handle any problems that arise. Our volume fluctuates and having the ease of being able to be present with the customer as much as possible helps us continue to grow.
Good integration between customer tickets and Guides
What do you like best about the product?
The Suite provides easy Integration between the Customer Support system and Guides ( documentation portal). Customers can looks for any useful articles before they raise a support ticket.
What do you dislike about the product?
There should have been a staging environment to publish the guides for internal reviews before we could push it to the production environment.
What problems is the product solving and how is that benefiting you?
Organizing and prioritisation of customer tickets. Maintenance and monitoring of tickets are quite easy.
The engineering team could easily fix the issues and communicate the resolution to the customers on a real-time basis.
The engineering team could easily fix the issues and communicate the resolution to the customers on a real-time basis.
Nee
What do you like best about the product?
Ease of accessibility and adoption makes it easy to train new users and update as needed to obtain more information.
What do you dislike about the product?
Basic Reporting features are not flexible for executive management information.
What problems is the product solving and how is that benefiting you?
Allows internal tracking of issues. Makes team accountable for resolution of customer satisfaction.
Its okay
What do you like best about the product?
It's a well known passion system. Please join me in
What do you dislike about the product?
At times I have found the support to be challenging. My questions are not acknowledged or addressed thus far.
What problems is the product solving and how is that benefiting you?
Responding to customer support inquiries
Great system for managing customer support
What do you like best about the product?
Having all of the built in metrics available in Explore has been a blessing to see where our team struggles and excels. There are lots of insights available.
What do you dislike about the product?
Does not play well with some other websites like NetSuite. Haven't been able to get live chat to work well.
What problems is the product solving and how is that benefiting you?
It is helping us determine priority of support requests so we can make sure the most important tickets are addressed first.
Zendesk is an amazing ticketing system
What do you like best about the product?
I've used a few different ticketing systems in my support journey (Salesforce, spiceworks, team support) and Zendesk is by far the best one yet. We haven't even unlocked it's full potential but it's made our lives in support so much easier. It's incredibly flexible and simple all at the same time.
What do you dislike about the product?
There isn't much I dislike about Zendesk. I've ran into some issues like trying to remove old fields that are irrelevant but doing so would cause our historical data to be incorrect. I do wish there was a way to "retire" or "archive" old fields to remove them from use but not alter the historical data.
What problems is the product solving and how is that benefiting you?
Honestly it's solving so much, mainly simplifying support for Agents. So many ticketing systems have too much noise and can make working tickets really frustrating. Zendesk does not have that issue!
Easy, user friendly
What do you like best about the product?
It's easy to use and extremely user friendly. I like all the agent options like macros, triggers and automations.
What do you dislike about the product?
I wish things were more intuitive. Better roadmapping and updating features and tools.
What problems is the product solving and how is that benefiting you?
Customer service for internal and external customers. It allows us different brands that segments our support which benefits us.
We bought a Lamborghini, but drive it like a Corolla
What do you like best about the product?
At my company, I inherited administration of our Zendesk suite after taking over management of our IT help desk. It was severely unde-utilized, so I reached out to our success manager for tips. Since then, we've made much better use of our system by way out automations, triggers, macros, and more features we had previously never touched. Thank you, Cassie!
What do you dislike about the product?
Some of the customization features feel a bit lacking. We can't sort views by forms alphabetically, or even by some custom order. Only by form ID. I also wish we could limit which ticket forms are available to certain agent groups. We have a lot of forms, but not everyone needs them all.
What problems is the product solving and how is that benefiting you?
centralizing our IT knowledge and documentation into one repository, and giving agents a single place to look for work and responsibilities, not spread across multiple systems.
Good Business to Consumer Solution
What do you like best about the product?
Zendesk has good insights in terms of dashboards and reporting. There are many ways to build reports that get to the heart of the data and help you keep track of ticket volume.
What do you dislike about the product?
I don't like that the datasets for reporting are siloed. I would like to see a broader reporting capability where all datasets are available for cross-reporting.
I also think Zendesk needs to work on better support for B2B customers.
I also think Zendesk needs to work on better support for B2B customers.
What problems is the product solving and how is that benefiting you?
It gives us a good way to organize and respond to customer needs. I do like the versatility in the ability to have various forms based on the product a customer is contacting us about.
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