Zendesk Suite
ZendeskReviews from AWS customer
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Loving ZD Admin - but wishing for more tools to search content
What do you like best about the product?
I love the ease and intuitive-ness of being able to create triggers and automation that are customized to our team and the way we actually work. We can make the tool work for our team rather than shifting the way we work to accommodate the standard way tickets are set up to flow into the queue.
What do you dislike about the product?
Not being able to search within macro content. For example, if there's a phone number that's mentioned in 25 different macros and that phone number changes at some point, I want a clear way to search all macros for that phone number to easily be able to update the info.
What problems is the product solving and how is that benefiting you?
It seems that ZD is planning to bring in more AI which is fantastic because the more we can automate things and deflect common/simple questions from users, the more we can have our support agents spend their time solving more complex problems.
User friendly at its best!
What do you like best about the product?
I love how easy it is to dive deeper into what ZD has to offer us. Also you can find pretty much everything on their FAQ page, and if you can't, you can easily reach out to their Support team and I'm sure they'll be there to help you.
What do you dislike about the product?
As of now, I didn't find a single thing to dislike about it. Please keep doing all the upgrades you've been doing and focusing on providing a great customer experience.
What problems is the product solving and how is that benefiting you?
Any kind of "problem" when setting ZD spaces up or maybe just a simple question, especially coming from a different CRM. I really appreciate the help I get from the team and the articles
Great if you have patience
What do you like best about the product?
There is a lot of opportunity for customization within the suite to make it the way you want it. It is nice that you have everything; email, chat and talk all within one app.
What do you dislike about the product?
There is a lot of research and time needed to get it exactly the way that you want it. They need to have more templates for like minded businesses to help streamline the process.
What problems is the product solving and how is that benefiting you?
Helps us with managing our customers from live chat, to talk to email. Helps keep everything within one place. It's a great source for both employees and our customers.
Zendesk suite support reciew
What do you like best about the product?
I like the additional features that are in the Zendesk Support Suite.
What do you dislike about the product?
As new features come sometimes they take away features that were useful to us
What problems is the product solving and how is that benefiting you?
Good customer service platform with omnichannel routing
Seems like a lot of potential, need more testing
What do you like best about the product?
I've recently joined efforts with my CX team to try to automate processes and apply AI to the customer and employee support journey. Seems promising what I've seen but I need further testing
What do you dislike about the product?
Too much stuff and not too digestible. There's so many integrations with such bad reviews that I don't think should be available for downloading.
What problems is the product solving and how is that benefiting you?
Streamline support tickets etc
A Great Support Product
What do you like best about the product?
This is s great product. What I like the most are the dashboards. They do tell us a lot and make reporting a lot easier. The AI powered answers are good too and combined with automatic ticket creation saves us a lot of time.
What do you dislike about the product?
I cannot think of anything to dislike. Maybe there are too many options and plans, but this may be a good thing since you should only pay for what you use.
What problems is the product solving and how is that benefiting you?
It is saving us a lot of time. The automation gives us more time to fo more important tasks. The dashboards make us more productive.
Streamlining our support into one place
What do you like best about the product?
I like the capability to customize how things route, how they're tagged, fields, etc. We use it for a lot of different clientele types so it's very helpful
What do you dislike about the product?
There are some limitations to how we can provide our support form to guests or clients
What problems is the product solving and how is that benefiting you?
We receive support requests from a lot of different client types so it helps us keep them all in one place and organized. It also allows us to have visibility into conversations.
Excellent Product, Requires Extra Care
What do you like best about the product?
It's easy for agents to use and has a vast amount of options for customization.
What do you dislike about the product?
There are too many things that require coding/web hooks/targets instead of being baked into the normal trigger/automations options.
What problems is the product solving and how is that benefiting you?
We're using ZD as an option for support for entire organization and several departments. Nice for all to be in one place.
Excellent for taking care of the little things
What do you like best about the product?
The biggest upside for my team is the bot. It's such a powerful tool to take over transactional questions, freeing time for the more crunchy ones.
What do you dislike about the product?
The biggest downside I've found is that it doesn't track user past activity. For instance, if a customer writes in, it doesn't tag and track them for later.
What problems is the product solving and how is that benefiting you?
It is taking a burden off of our small CS team to help customers more quickly, and putting all points of contact in one place.
The whole package
What do you like best about the product?
I like that phones, chat, and email can all be answers in one place! I also appreciate the reporting and custom reports that we can create!
What do you dislike about the product?
I think the interface could use an update. It's kind of outdated.
What problems is the product solving and how is that benefiting you?
Zen desk support is allowing educators and district admin to reach out to us with their varrying issues.
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