Zendesk Suite
ZendeskReviews from AWS customer
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Potential for Product
What do you like best about the product?
Zendesk is being proactive in it's integration with AI.
What do you dislike about the product?
The search in the knowledge base is horrendous. This is something that needs to greatly improve.
What problems is the product solving and how is that benefiting you?
So far, there has not been any solution that we have benefitted of yet. The knowledge base search is not good and we have wanted a resolution for this.
What we have to look forward to are the AI tools.
What we have to look forward to are the AI tools.
Concise reporting of customer support success
What do you like best about the product?
Zendesk Support Suite provides easy analytical analysis of critical customer support success metrics. Easy to implement dashboards do an excellent job of communicating the most important metrics for support team performance.
What do you dislike about the product?
Changing CRM/CMMS/ticketing platforms is always stressful. Doesn't only impact your support team but your entire organization. But this isn't specific dislike of Zendesk Support Suite.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps with automated routing of support tickets to the correct team to ensure the quickest time to resolution and minimize handoff.
Powersul and Easy to Use ITSM Solution
What do you like best about the product?
We transitioned from ServiceNow to Zendesk over 4 years ago. I love it for how easy it is to learn, configure, create new workflows and integrations and how they are responsive to feature requests.
What do you dislike about the product?
There are still a few things that are not available in Zendesk Support Suite that I need, such as a CMDB, or any kind of relational database, though we now have a way to create custom objects and one could build this out on their own. It's definitely on my request list for a future feature!
What problems is the product solving and how is that benefiting you?
We use Zendesk outside of only "normal" service desk and ticketing use cases adding to this the ability for incoming emails for our accounts payable team to get a ticket for every invoice that has to be paid, and for our audit team to have tickets for submissions from store for payment records. Zendesk has been a versatile tool.
Easy to Use
What do you like best about the product?
I love that we can automate subtasks, reducing work.
What do you dislike about the product?
The rising costs at renewal make it difficult to continue using the tool. The reporting features could be more user-friendly, as they currently require too much filtering and lack no-code options. Additionally, the dates reset every time I switch tabs, so I have to reselect them each time, which is inconvenient.
What problems is the product solving and how is that benefiting you?
With the upcoming addition of the future ITAM solution, we are also hoping to see SaaS license tracking included. This would be a valuable enhancement for us.
Zendesk Review
What do you like best about the product?
Zendesk's support suite has proven to be highly valuable and effective for our company, particularly thanks to its help center and knowledge base features. We recently implemented the basic AI agent and have already noticed positive outcomes—not only in the AI-driven experience but also in achieving quicker resolution times and gaining deeper insights into specific tickets. As we continue to develop our knowledge base and help center, our AI agent becomes even more capable, providing users with an immediate and efficient AI-powered response to their common questions. This, in turn, allows our customer support team to focus on more nuanced and complex inquiries.
What do you dislike about the product?
Zendesk's basic AI agents are not as intuitive or customizable as many businesses would prefer. To truly maximize the benefits of Zendesk, it seems necessary to upgrade to the enhanced AI agents, as this upgrade significantly reduces the limitations on what you can accomplish. Additionally, I find that the article knowledge base center is missing some features that our team would appreciate, especially when it comes to tracking and exporting our article content.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite provides us with a range of valuable benefits. We rely on it to operate our customer call center and manage customer service interactions. Lately, the help center and knowledge base have been especially useful, as they have enabled us to develop our AI agent. Users can now access this agent directly through the help center, our website, and our SaaS platform. This has made it much easier for us to address and resolve common questions and issues. Our users are able to quickly find answers and take steps to solve frequent problems on their own, without needing to call or email our support team.
Zendesk is scalable for small nonprofits
What do you like best about the product?
Zendesk was straightforward to set up, thanks to its comprehensive library of online resources and outstanding customer support. As a small nonprofit, we required a system that was robust, affordable, and simple to implement. Zendesk surpassed our expectations on all fronts. The addition of AI tools is an extra benefit. Overall, Zendesk has truly changed the way we engage with the public and our partners.
What do you dislike about the product?
I haven't found any negatives so far. My advice is to think about your workflow before diving into configuration, but even if you figure things out as you go, Zendesk remains flexible and easy to adjust.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us distribute information quickly and with greater efficiency than we could have imagined. Zendesk has also helped our team become a learning organization as team members learn from each other through ticket solving.
Great platform packed with features
What do you like best about the product?
We have been using Zendesk Support Suite for more than four years, and it has significantly helped us streamline our workflows and automate processes beyond what we initially expected. The AI tools and features that Zendesk has introduced over time have been especially impressive, and we look forward to seeing how the platform continues to evolve. We're eager to discover the new features they will add in the future.
What do you dislike about the product?
For the most part, Zendesk is easy to set up and doesn't require coding knowledge. However, I do wish there were simpler ways to configure certain features, such as API calls, without needing developer involvement.
One significant area where Zendesk could improve is its voice offering. It would be much more convenient to have all our interactions managed within Zendesk itself, instead of relying on a third-party integration for voice calls.
Another point of frustration is the frequent renaming of products and features. Just as we get used to a new name, it often changes again, which can be confusing.
One significant area where Zendesk could improve is its voice offering. It would be much more convenient to have all our interactions managed within Zendesk itself, instead of relying on a third-party integration for voice calls.
Another point of frustration is the frequent renaming of products and features. Just as we get used to a new name, it often changes again, which can be confusing.
What problems is the product solving and how is that benefiting you?
This tool helps streamline workflows and provides customers with improved self-service options.
Good so far setting up company wide support flow
What do you like best about the product?
Easy to navigate and configure, linking up knowledge base to tickets is really easy
What do you dislike about the product?
Not being able to view images in tickets - no esay way to make them large
What problems is the product solving and how is that benefiting you?
Routing tasks across wider team
Zendesk Review for ATI Motors
What do you like best about the product?
The ability to quickly understand, evaluate and respond to customer queries while keeping customer exp at the heart of all decision making I think is great.
What do you dislike about the product?
1 hour delay in dashboards are a pain to live with today, triggers are great but automations running once every hour is also not ideal.
What problems is the product solving and how is that benefiting you?
Today ticketing is the base that it's solving for me, ability to reliably create tickets for all types of issues is something that I think is lovely.
Helps with our customer service platform consolidation.
What do you like best about the product?
The support they provide is good. I have also heard their dashboard is strong
What do you dislike about the product?
I’ve only used some features but didn’t find it as effective and lacked interaction across tactics
What problems is the product solving and how is that benefiting you?
Effective customer service tools
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