Zendesk Suite
ZendeskReviews from AWS customer
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Very well rounded support application.
What do you like best about the product?
Zendesk feels like it can just do about anything. Issue tracking is well thought out, and you can handle an issue from creation to resolution entirely from Zendesk.
What do you dislike about the product?
Lack of a desktop application especially in a system where alerts can be mission critical.
What problems is the product solving and how is that benefiting you?
We use Zendesk for ticketing incoming bug reports, and support emails. It offers an all in one solution for various teams to communicate with our users.
Recommendations to others considering the product:
Be prepared to have a lot of tools at your fingertips. Setup can be quite hearty so be ready to have the teams that will use Zendesk ready to configure their tools for use. Additionally expect your IT to be involved in the setup for things such as allowing Zendesk to send emails on your behalf.
Fast and efficient
What do you like best about the product?
They replied very quickly and were able to solve all problems very fast
What problems is the product solving and how is that benefiting you?
I needed a walkthrough on how to best utilize the tools
Recommendations to others considering the product:
Make sure to use all your tools and resources to use it best
Helps us help our customers!
What do you like best about the product?
Zendesk is so easy to use, and allows for so much organizing, integration and tagging. We can easily stay on top of everything, even outside Zendesk itself, to better manage and assist our customer base
What do you dislike about the product?
Sometimes it can slow down or go down completely. We then have to get in touch with Zendesk to inquire about server issues, but they are often resolved in a very short amount of time.
What problems is the product solving and how is that benefiting you?
It allows u to track chats and emails, and store recording of phone calls. So that we can better assist customers in the moment, as well as have everything we need to assist them or other customers better next time.
I don't like Zendesk
What do you like best about the product?
I suppose the interaction with other websites and apps is a good feature.
What do you dislike about the product?
I dislike the call features and the way we have to save a ticket as open then save again as pending.
What problems is the product solving and how is that benefiting you?
We just use it to manage emails to customers.
Recommendations to others considering the product:
I recommend other options, Zendesk is not the best software. The mobile app is very limited too.
system work wonders
What do you like best about the product?
I like that our customers can communicate with us through the email type system, if we call and have to leave a message most of them will reply by email through the system.
What do you dislike about the product?
For us we use this as a ticketing system for our customers with problems, if we need to send part or a replacement unit, we totally have to change to our other system and order from there, I wish it would have that capability to have that in there.
What problems is the product solving and how is that benefiting you?
We use it for an automotive product, the benefits are amazing in that my customers are up to date on what is going on with there claims.
Recommendations to others considering the product:
this is a great tool to use very easy and has a great impact that allows your customers to be involved with out really having to pick up the phone,
Zendesk Review
What do you like best about the product?
Zendesk is very easy to use and configure, to support multiple clients.
What do you dislike about the product?
The only thing I find challenging is setting up different action trees based on the priority of the issue logged.
What problems is the product solving and how is that benefiting you?
We use Zendesk for customer support. It provides ease of communication between our support personnel and our customers.
Good for customer email support
What do you like best about the product?
ZD makes it easy to manage and sort incoming emails
What do you dislike about the product?
Zendesk seems to run a bit slow sometimes
What problems is the product solving and how is that benefiting you?
Supporting our customers via email
Solid Helpdesk System with major potential
What do you like best about the product?
Interface is very easy to use from the administration to the end user side, addon's and customization is possible for several aspects, knowledgebase system is very well designed.
What do you dislike about the product?
There is no searchable final solution box in any of the tickets. It is hard to search past tickets when none of the data within the ticket is searchable. Converting solutions to knowledgebase articles is not available. Alot of customization is needed out of the box.
What problems is the product solving and how is that benefiting you?
We needed a centralized helpdesk support application to unify our enterprise. Centralized repository for our solutions and standards.
Recommendations to others considering the product:
Good tool with lots of potentials requires a lot of logical thought process for the initial setup. Not a very good problem management module as well as change management.
Very practical
What do you like best about the product?
I can see everything that I need to see at a glance. At our company, we use to views to group tickets into various categories, depending on issue type, game etc. This is incredibly useful to my day-to-day work as it allows me to prioritise and and manage my workload accordingly.
Macros and dynamic content is also very easy to create, update and manage, ultimately making our jobs easier and faster.
Macros and dynamic content is also very easy to create, update and manage, ultimately making our jobs easier and faster.
What do you dislike about the product?
While views are very useful, it is only possibly to display a certain amount of views in the sidebar. We have solved this problem by using a plug-in for Zendesk in the marketplace.
What problems is the product solving and how is that benefiting you?
Zendesk is a great support platform. When customers submit a ticket, they first see an FAQ/Knowledge Base which may answer any simple questions they may have. However, if they still have questions or require assistance, the next steps to contact us are very easy, as they can submit a ticket at the touch of a button. This user experience is great for the customer and means they are more likely to get in touch if they have an issue or question.
On our end, we see all relevant information that might help with a customer's problem, such as platform, issue category, etc. in an organised and easy to see way. This means we need fewer touches to get the info we need, speeding up the whole support process.
On our end, we see all relevant information that might help with a customer's problem, such as platform, issue category, etc. in an organised and easy to see way. This means we need fewer touches to get the info we need, speeding up the whole support process.
zendesk
What do you like best about the product?
the ease as a ticketing tool to manage cases with department colleagues
What do you dislike about the product?
we just started with the tool so I can't give you any negative feedback
What problems is the product solving and how is that benefiting you?
We resolve our clients' issues as well as assign them a priority for the SLA.
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