Zendesk Suite
ZendeskReviews from AWS customer
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Decent application with room to grow
What do you like best about the product?
I really like how Zendesk Support keeps all the customer conversations in one place, it makes tracking, filtering issues so much easier
What do you dislike about the product?
The reporting side can feel a bit limited sometimes, I wish it had more flexibility without needing too many extra add-ons.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps me manage customer queries from email, chat, and social all in one place, so nothing gets missed. It’s made our response times a lot faster and the team works more smoothly together since we’re not jumping between different tools. I appreciate being organised and thats what i appreciate most about the application
Review on Zendesk Support Suite
What do you like best about the product?
The best thing which I like abt Zendesk support suite as it offers a unifies platform that makes it easy to manage customer interaction across multiple channels. The intuitive interface, automation options and detailed reporting helps streamline support and improve response time. and it is customer centric.
What do you dislike about the product?
While Zendesk is powerful, the interface can feel a bit complex for new users, some advance customization feature also require technical expertise which can be challenging with out support. and the learning curve is steep and also the pricing is slightly on the higher side.
What problems is the product solving and how is that benefiting you?
Zendesk support suite helps us manage customer interactions across the multiple channels in one place. it reduces response times, improves ticket tracking and provided valuable insights through reporting, which leads a better overall customer experience as it centralizes customers query, streamline work flow and ensure faster resolution.
Great to handle all customers interactions
What do you like best about the product?
Is easy to set up and use, the ability to handle customers interactions on one dashboard make it easy to stay organized
What do you dislike about the product?
There’s not a centralized way to track customer history
What problems is the product solving and how is that benefiting you?
Customers inquiries, when client reaches out via email or chat zendesk centralice all the information on a dashboard so nothing get lost
Good tool to manage global support for your customers, can be shined up a little bit
What do you like best about the product?
- Easy ticket management
- Dashboards have seriously improved in version 2.0, which were not very good earlier in Version 1.0
- Ability to pull data to dashboards, through multiple Zendesk Datasets.
- Gives you great ability to manage tickets with ease, giving you an edge when helping customers.
- Integrations: Multiple built-in[native] integrations, as well as support for third-integrations
- Ability to create macros, have automations built-in, to ensure the team never feels overloaded
- Dashboards have seriously improved in version 2.0, which were not very good earlier in Version 1.0
- Ability to pull data to dashboards, through multiple Zendesk Datasets.
- Gives you great ability to manage tickets with ease, giving you an edge when helping customers.
- Integrations: Multiple built-in[native] integrations, as well as support for third-integrations
- Ability to create macros, have automations built-in, to ensure the team never feels overloaded
What do you dislike about the product?
Cons:
- Dashboards are great, but still doesn't support 95th, and 99th percentile functions, we tried implementing this through a formula, as well, but didn't help.
- UI still looks old, and sometimes is laggy
- The team is working on a new UI, but taking away important features, as well, should prioritize, based on user-feedback
- When you add a response to a SOLVED ticket, even when selecting the status as SOLVED, it moves to PENDING[bug]
- Dashboards are great, but still doesn't support 95th, and 99th percentile functions, we tried implementing this through a formula, as well, but didn't help.
- UI still looks old, and sometimes is laggy
- The team is working on a new UI, but taking away important features, as well, should prioritize, based on user-feedback
- When you add a response to a SOLVED ticket, even when selecting the status as SOLVED, it moves to PENDING[bug]
What problems is the product solving and how is that benefiting you?
- Help desk management
- Triaging and escalating concerns
- Having the entire team hands-on-deck and ready to support any case, with just a single ticket
- Dashboard and metric tracking
- Able to build automations, to ensure we take better decisions, that positively impact our business
- Ensuring multiple stakeholder participation
- Ease of supporting customers [with Macros and Automations]
- Better feature usage classification, and issues classification and better insights on what to improve
- Triaging and escalating concerns
- Having the entire team hands-on-deck and ready to support any case, with just a single ticket
- Dashboard and metric tracking
- Able to build automations, to ensure we take better decisions, that positively impact our business
- Ensuring multiple stakeholder participation
- Ease of supporting customers [with Macros and Automations]
- Better feature usage classification, and issues classification and better insights on what to improve
Clear & concise linking requests to the right department
What do you like best about the product?
Clear and easy to navigate. I'm able to create tickets fast, link documents i need, and organize everything for the support department to know the details of my ask
What do you dislike about the product?
I dont do the integrations, but I wish following a ticket was easier and individually notified in Slack
What problems is the product solving and how is that benefiting you?
It allows Customer Success Managers to create tickets from our clients to our Technical Support staff
Zendesk - One stop for ticket management
What do you like best about the product?
Flexibility of Ticket Management, Integration is quite simple
What do you dislike about the product?
Performance is slow and it impacts Productivity issues
What problems is the product solving and how is that benefiting you?
Helps as a Ticketing tool for tracking, Analyze the tickets and prepare data trends
Zendesk review
What do you like best about the product?
Every cx request becomes a trackable ticket
What do you dislike about the product?
Overly complex reporting, and high cost for features
What problems is the product solving and how is that benefiting you?
Lack of context
Zendesk a type of software designed to help businessess to improve their customer experience
What do you like best about the product?
1) Zendesk dashboard is highly interactive and its views section is fully customizable so in views section our tickets are categorized into solved and unsolved tickets to save our time and effort.
2) also customers are happy, many user friendy UI
3) There is organization section which can group agents and end users together so they collaborate and solve their queries
2) also customers are happy, many user friendy UI
3) There is organization section which can group agents and end users together so they collaborate and solve their queries
What do you dislike about the product?
Already everything is there so not sure
What problems is the product solving and how is that benefiting you?
It offers a ticketing system for processing customers request and provides manager with automation to speed up customer support work
If your company has very specific business units or sub companies then zendesk can organize groups of agents and end users together
If your company has very specific business units or sub companies then zendesk can organize groups of agents and end users together
Support made simple with Zendesk Support Suite
What do you like best about the product?
Best part is that you can get email, chat, phone, social messaging, and more into one workspace.
Don’t have to switch between tools, and customers get consistent experiences across all channels.
Don’t have to switch between tools, and customers get consistent experiences across all channels.
What do you dislike about the product?
Some customization options are restricted or require add-ons and key features often require paid integrations.
What problems is the product solving and how is that benefiting you?
Consolidates emails, chats, calls, and social messages into one unified platform.
Automates workflows, reducing agent workload and errors.
Offers analytics and dashboards to track performance and improve operations.
Spend less time on repetitive tasks and more on resolving issues.
Automates workflows, reducing agent workload and errors.
Offers analytics and dashboards to track performance and improve operations.
Spend less time on repetitive tasks and more on resolving issues.
A Strong Support Tool That Takes Time to Learn
What do you like best about the product?
The dashboard is easy to use and understand, so both new and experienced team members can quickly learn how to use it. The design helps you keep track of customer inquiries and manage several conversations at once without getting stressed out.
What do you dislike about the product?
When you first start using Zendesk, it can feel a bit overwhelming because there are so many features. If your team is new to customer support software or moving from a simpler system, it might take a little while to get the hang of everything and use all the tools effectively.
What problems is the product solving and how is that benefiting you?
One of the best things about Zendesk is that it brings all customer inquiries into one place. Whether customers contact you by email, chat, social media, or phone, everything is collected in one spot. This makes it easier to manage requests and makes sure no customer inquiry gets missed.
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