Zendesk Suite
ZendeskReviews from AWS customer
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The current gold standard for ticketing and support.
What do you like best about the product?
Zendesk provides a multitude of features that are excellent for building out your customer support portal.
I use portal because this isn't simply a ticketing system like a lot of the alternatives, but an entire platform where you can build a repository of information, answers to frequently asked questions and finally the customer support system itself.
I use portal because this isn't simply a ticketing system like a lot of the alternatives, but an entire platform where you can build a repository of information, answers to frequently asked questions and finally the customer support system itself.
What do you dislike about the product?
While the UI is quite clean, it is not as intuitive as it could be. Newer users often get confused when navigating different support tickets.
What problems is the product solving and how is that benefiting you?
Improved customer service and response while reducing the actual load on support. This is because the customer is required to view the answers to frequently asked questions as well as be exposed other potential solutions before they open up a ticket.
We see that the vast majority of issues now get resolved before a ticket even gets opened.
We see that the vast majority of issues now get resolved before a ticket even gets opened.
Great Customer Support Tool
What do you like best about the product?
It's super easy to set up and manage. We literally set it up within a week and it's quite intuitive to use and maintain. We also use the Zendesk Guide, which was a great way to provide additional support to customers with materials such as tutorials, FAQs, step by steps with screen shots of the system etc.
What do you dislike about the product?
After the last feature release, Zendesk has changed how new emails appear within the platform. It's very confusing now as they're basically all over the place rather than ordering per unread and we also no longer get notified by email of new enquiries. We've tried changing the settings but nothing works.
What problems is the product solving and how is that benefiting you?
We provide customer support of a SaaS platform through Zendesk and it's been incredibly easy to use, track and assign tickets, go through history etc.
Recommendations to others considering the product:
Excellent choice of support platform. Zendesk is super easy to set up and maintain. The price is fair and there are plenty of features to be able to provide excellent customer support. We have multiple users internally using the platform and it works really well to assign tickets to the correct people, follow up and consult historic information, if required.
Zendesk support
What do you like best about the product?
I am end use of Zendesk support and it is easy to use and track updates
What do you dislike about the product?
Great tool for simple applications, but I am not 100% sure this can handle complex support needs
What problems is the product solving and how is that benefiting you?
Technical support - Zuora and Samsung
A good tool for getting tickets sorted and done.
What do you like best about the product?
Sorting bugs, sorting feature requests, collaborating on issues. Solving customer problems.
What do you dislike about the product?
Sometimes the app is painfully slow to load. As well there's a major limitation with how search works... you can't copy a search URL to a page. For example if you wanted to share: https://mycompany.zendesk.com/agent/search?q=copy+paste+crash, you can't do it. Which in my opinion is a MAJOR limitation of the product.
What problems is the product solving and how is that benefiting you?
Makes it easy to go from gmail to zendesk and have a self service option for customers to access support. In addition it's a friendly user interface as well.
Recommendations to others considering the product:
Helpscout is also a good option if you're smaller. Also try intercom.
Great customer ticketing system
What do you like best about the product?
I really liked the color coding and automated workflows that are built into the shortcuts (saved responses.)
What do you dislike about the product?
I would say their support is hit or miss. Sometimes you get a really great support person and other times you get a support person who knows the product less than you do.
What problems is the product solving and how is that benefiting you?
Zendesk support was helping us to keep all our client interactions in one place.
Zendesk is a great ticketing system, but lacks in some areas
What do you like best about the product?
Ease of use, UI is easy and intuitive, very customizable
What do you dislike about the product?
Inability to add CC by automation when user submit tickets for specific tasks. No real change process work flow which means it's not too great for things like procurement.
What problems is the product solving and how is that benefiting you?
It's a really good ticketing system, better than others I've used. Not as robust in areas I mentioned previously, but if all you need is a portal for help tickets it works great and is pretty cost effective when compared to others.
Recommendations to others considering the product:
Evaluate your use case and see if it fits all things you need, there are some areas where it's not perfect, but it's pretty close.
Zendesk is a great tool
What do you like best about the product?
Fast and efficient way to submitting a ticket.
What do you dislike about the product?
I did not experience anything negative for Zendesk.
What problems is the product solving and how is that benefiting you?
Opening up tickets can sometimes be painful due to tools and training. Zendesk did not require much training and integrated well with many tools we used.
Recommendations to others considering the product:
N/A
Easy to work with
What do you like best about the product?
I have been using zendesk for sometime now and I cant live without it.
What do you dislike about the product?
Nothing really I dislike. It's so easy to use.
What problems is the product solving and how is that benefiting you?
Computer repair
Recommendations to others considering the product:
Na
Quicker & Multiple Ways to Connect
What do you like best about the product?
I love that I can multitask within this system all at once. I am an employee who will assist a customer, check emails & seek support from my colleagues.
What do you dislike about the product?
At times when it is peak season, it can be overwhelming to keep up but nothing with the system or product itsel.
What problems is the product solving and how is that benefiting you?
Clients who are stuck in destination or at the airport & need to make changes to their travel plans. Saves time from clients being on the phone or spending more money on international calls.
Recommendations to others considering the product:
If you're a large company that experiences heavy call volumes and most of your clients are frustrated from being on hold with small, simple requests, then I highly recommend using Zendesk. It's a great way for clients/customers to connect with the company without spending too much time holding on the phone & can do so from anywhere and with great ease.
Zendesk makes it easy to handle client concerns.
What do you like best about the product?
I like that I can see all open issues in one place.
What do you dislike about the product?
I don’t like that I can’t close tickets from responding via email to a ticket.
What problems is the product solving and how is that benefiting you?
My job is problem solving and it helps me manage and organize problems.
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