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What a great tool for any service company!
What do you like best about the product?
The ease of using the platform after initial setup.
What do you dislike about the product?
The initial setup was a bit frustrating.
What problems is the product solving and how is that benefiting you?
We are able to route tickets in REAL Time.
this is a great system for in house support
What do you like best about the product?
the ability for user to send a ticket via SMS
What do you dislike about the product?
i would like to see a more tiered cost model for users/admins and helpdesk support people.
What problems is the product solving and how is that benefiting you?
using inhouse support
Reliable and Effective Support Platform
What do you like best about the product?
Zendesk Support Suite offers a clear, intuitive interface that makes managing support tickets easy and efficient. The ability to track, prioritise, and collaborate on customer enquiries in one centralised platform greatly improves response times and service quality. Integration options and automation features also help streamline workflows and reduce manual tasks.
What do you dislike about the product?
Reporting is available; however, it is limited under our current plan. I would generally consider the functionality we require 'basic', but it would require upgrading to a higher plan to access.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps centralise and streamline customer support enquiries, ensuring no requests are missed or overlooked. It provides clear ticket tracking, team collaboration tools, and visibility over response times, which improves service consistency, accountability, and overall customer satisfaction.
Zendesk - Custom To Your Liking
What do you like best about the product?
I can customize everything (views, webhooks, roles, permissions) to cater to my businesses needs and wants.
I've used Zendesk at two companies now as President, and have also adopted a make-shift 'sales' system inside of it to not pay for the standalone ZD Sales (will talk about later).
I've used Zendesk at two companies now as President, and have also adopted a make-shift 'sales' system inside of it to not pay for the standalone ZD Sales (will talk about later).
What do you dislike about the product?
Separate sales product, and poor integrations.
ZD Sell is a horrible product, and I mean just atrocious (the opposite feeling I have about their Suite).
To combat this, I've created a pipeline inside of ZD suite, for my sales agents, and created a sales form and some Webhooks with and without Zapier to not have the need for ZD Sell.
ZD Sell is a horrible product, and I mean just atrocious (the opposite feeling I have about their Suite).
To combat this, I've created a pipeline inside of ZD suite, for my sales agents, and created a sales form and some Webhooks with and without Zapier to not have the need for ZD Sell.
What problems is the product solving and how is that benefiting you?
Zendesk can automate routing of chats, emails, and calls via trees and role systems.
The tools inside of ZD suite allow us to have a very quick response time, ensuring we've had a 99.x% CSAT rating (again across my current and previous company).
The tools inside of ZD suite allow us to have a very quick response time, ensuring we've had a 99.x% CSAT rating (again across my current and previous company).
It has lived up to expectations
What do you like best about the product?
I like the data it collects, and the way that I can alter searches to suit my needs
What do you dislike about the product?
I wish the analytics could be more customized
What problems is the product solving and how is that benefiting you?
Tracking our cold callers
Zendesk support suite
What do you like best about the product?
Easy to use, set up, customize, and get help if needed. Implementing AI is also easy.
What do you dislike about the product?
I wish there were tighter user permissions especially if you have more that one instance or brand in your account.
What problems is the product solving and how is that benefiting you?
We host our external and internal KB for several brands. It is easy to set that up and use. We can grab metrics easily to let leadership know how well our knowledge is performing.
Love the product! Greatly improved our customer service with reporting and insights on their needs.
What do you like best about the product?
Zendesk as a product is solid. The platform is feature-rich, stable, and integrates well into our tech stack. From a support operations standpoint, it does what we need.
What do you dislike about the product?
AI CO-pilot needs work. it does not stand up to other competitive AI chatbot products.
What problems is the product solving and how is that benefiting you?
Allowing customers to easily reachout and get help with platform issues or questions.
Overall a good tool
What do you like best about the product?
Zendesk has customizable and scalable solutions that any business could take advantage of. It's growing AI support will be a game changer in the coming future.
What do you dislike about the product?
Integral plans/features are locked behind a pay walls. Better pricing options should be made available.
Zendesk UI needs to be updated for agent use.
Zendesk UI needs to be updated for agent use.
What problems is the product solving and how is that benefiting you?
Ai copilot, providing assistance to agents to increase resolution times while maintaining quality
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
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.
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