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Consistent and reliable, able to integrate into a lot of apps. Reporting and automations are great.
What do you like best about the product?
I like the ability to integrate into a lot of apps, and the depth of the reporting tools
What do you dislike about the product?
honestly, i wish the Agent UI was more customizable on a per agent level
What problems is the product solving and how is that benefiting you?
intake, organization, and assignment of various internal IT Support issues
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Automating customer support with advanced AI capabilities and seamless communication
What is our primary use case?
Our primary use case for Zendesk is for customer support. We use it to handle calls and email support, and we've automated our support processes through Zendesk. Additionally, we are a partner with Zendesk to market the solution actively.
What is most valuable?
Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo, enhancing our workflows.
What needs improvement?
There could be improvements in integration, which can be achieved with APIs or tools like Zapier. However, easier integration could enhance the usability. Multilingual support was previously an issue, but it has been addressed.
For how long have I used the solution?
I have been familiar with Zendesk for about 12 years, ever since it was a Danish company before moving to the United States.
What do I think about the stability of the solution?
We have had very few technical issues with Zendesk. The stability has been quite reliable.
What do I think about the scalability of the solution?
Zendesk can scale from very small companies to very large ones. Its pricing model is per agent, which facilitates scalability.
How are customer service and support?
The technical support provided by Zendesk has been very satisfactory. While instant resolution is ideal, they typically respond within an hour to no more than 24 hours.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
We briefly worked with Autodesk PSA due to our partnership with Datto/Kaseya, but we have been using Zendesk for a long time internally.
What was our ROI?
It's very difficult to measure the return on investment, as we've integrated Zendesk into our operations for so many years.
What's my experience with pricing, setup cost, and licensing?
Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.
Which other solutions did I evaluate?
We've worked with competitors like Virtuozzo in the virtualization space but have not explored other helpdesk solutions to an extent.
What other advice do I have?
On a scale of one to ten, I would give Zendesk a nine. I actively recommend it to others due to its extensive capabilities and marketing reach. However, for some very small companies, it might not be necessary.
Ease and Flexibility; built by support people
What do you like best about the product?
The flexibility of the product and the facts that it works the was support professionals work.
What do you dislike about the product?
Sometimes I struggle why something is so hard to report on, like Orgs, or how to report on a negative, like 0 case submission, etc
What problems is the product solving and how is that benefiting you?
Management and action on requests is easier, reportable and trackable.
An effective support system
What do you like best about the product?
Easy to use and customize. Enables quick communication with all interested parties.
What do you dislike about the product?
The high pricing per seat makes it costly to include all those who need to be.
What problems is the product solving and how is that benefiting you?
Managing support ticket creation and their resolution.
Exceptional
What do you like best about the product?
Being able to manage collectively in one place.
What do you dislike about the product?
I can’t think of a negative, we love it!
What problems is the product solving and how is that benefiting you?
Being able to manage customer service in one place with oversight
Support Suite - would recommend!
What do you like best about the product?
We love Zendesk support suite for bringing our internal and external knowledge bases together with our ticket responding and the ability to layer integrations and Zendesk add ons such as Co-Pilot for quicker resolution for our users!
What do you dislike about the product?
We find the reporting side of Zendesk Suite clunky and tricky to use - we use Zendesk for user feedback and bug tracking and compiling this data can be tricky using custom reporting.
We are considering exporting this data to review elsewhere.
We are considering exporting this data to review elsewhere.
What problems is the product solving and how is that benefiting you?
Zendesk suite is fantastic as it integrates with our other software (especially with the Co Pilot add on.
It’s helped all of our agents work out of one platform.
It’s helped all of our agents work out of one platform.
Good, all-round CRM tool that will only get better over time
What do you like best about the product?
We use Zendesk for our 24/7 Customer Support teams. I like the flexibility in customizing Zendesk to fit my Support organization's needs. There are many options to auto-route tickets to the correct team of agents depending on the client's inquiry. For example, Omnichannel and Skills-based routing. This has proved to make our Support teams far more efficient. It was also easy to implement. We have also been able to integrate Zendesk into a number of other applications as well.
What do you dislike about the product?
Some features could use more functionality. Today, Omnichannel is handled by separate channel capacity models (e.g. how many active tickets and agent can take per Phone, Messaging, and Email). Instead, for true Omnichannel, it would be much better if we had a single capacity model that decided what agent would take (for example, assigning Phone, Messaging, or Email tickets one at a time based on the inbound volume is coming in). I also wish we could add individual features one at a time rather than purchasing through a suite/package (e.g. our Support teams using only AI Enhanced Writing instead of buying the whole AI Suite)
What problems is the product solving and how is that benefiting you?
Automating of ticket assignments based on Omnichannel capacity models/routing and Skills Based routing. This is optimizing our team and improving overall coverage and response times.
Zendesk has made a huge impact on our Support team. We doubled our efficiency immediately!
What do you like best about the product?
The biggest impact with Zendesk Support Suite is the ability to have multiple support engineers collaborate on each other's tickets in real time in a live chat format. This has been a huge gain for knowledge share and collaboration!
What do you dislike about the product?
The initial hurdle we had to overcome was the lack of round-robin support out of the box. Even when attempting to use the Skill system for routing, it was a bit of a challenge adapting our process initially, but out team adapted quickly and it worked well for us.
What problems is the product solving and how is that benefiting you?
Zendesk is helping our Support team with scaling and supporting our clients efficiently and effectively. We are tackling more tickets than ever before (about double or triple from our previous system) and not even breaking a sweat!
Extremely robust too suite
What do you like best about the product?
The integration between components and the reporting capabilities
What do you dislike about the product?
UI changes to explore were a bit annoying to get the use of at first.
What problems is the product solving and how is that benefiting you?
It’s an all-in-one tool that integrates support with reporting.
Wealth of capabilities = more money
What do you like best about the product?
Zendesk is the best customer support platform I have found for UX for agents.
What do you dislike about the product?
So many capabilities, but need more education around how to use our suite to the full potential.
What problems is the product solving and how is that benefiting you?
Customer support tickets
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