Zendesk Suite
ZendeskReviews from AWS customer
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Great support platform
What do you like best about the product?
Good support ticket management. Good analytics. Nice ability to do email, chat, phone. We moved away from a smaller helpdesk service provider to Zendesk and were not disappointed. The workflow management, macros, templates, ticket assignation and 'all in one' solution is really good.
What do you dislike about the product?
Issues with email formatting . Some issues with service availability especially on the phone side. The macros and templates are good but they could be more dynamic.
What problems is the product solving and how is that benefiting you?
We've been seeing steady increases in ticket volume month on month, and have required a platform that's fit for our needs. Zendesk has been really good for enabling our agents to do more with their time, and improve their workflows. We're also using it to measure some key KPIs to better judge the performance of our team which is working well.
Excellent For MSP Businesses
What do you like best about the product?
I like Zendesk’s simplicity and its integrated knowledge base component. It’s an excellent tool for Managed Service Desks
What do you dislike about the product?
Zendesk’s simplicity is also its downfall. It’s a very stripped down, no-frills solution. Not a solution for change management or workflow.
What problems is the product solving and how is that benefiting you?
Zendesk adds value by providing a simple easy to use incident tracking system
Great for Tracking support
What do you like best about the product?
Easy to submit support tickets and track progress
What do you dislike about the product?
not a lot of automatic updates or interaction wihin the program, most done through email
What problems is the product solving and how is that benefiting you?
tracking help desk tickets
ticketing system that monitor social media platforms too
What do you like best about the product?
I consider Zendesk as all in one ticketing system. We use it for project tracking, communicate with customers via social media and ticketing system for helpdesk support
What I like Zendesk is it is very easy to install and it is available in mobile platform. I can easily track tickets on the go on my smartphone.
Another thing is that it has chat features as well! Which generates a ticket every incoming chat received.
What I like Zendesk is it is very easy to install and it is available in mobile platform. I can easily track tickets on the go on my smartphone.
Another thing is that it has chat features as well! Which generates a ticket every incoming chat received.
What do you dislike about the product?
It is kinda pricey! BUt I can say it is worth it. One thing I dislike about it is that there's no way I can allocate ticket to 2 light agents. Only one at a time
What problems is the product solving and how is that benefiting you?
We are using Zendesk as our ticketing system.
Recommendations to others considering the product:
Zendesk support is good, they are very willing to educate their clients in terms of their product
In love with zendesk!
What do you like best about the product?
Overall functionality and the ease of use, customer facing web interface and macros
What do you dislike about the product?
Chat support and lack of solid ticketing features
What problems is the product solving and how is that benefiting you?
Customer sales
Recommendations to others considering the product:
Can improve on ticketing features
Functional Platform with Useful Add-Ons - I Dislike Multiple Screens/Tabs for Apps
What do you like best about the product?
Quick to setup an start supporting customers - email integration was simple, admin wasn't overwhelming, and training new agents is fairly straightforward.
What do you dislike about the product?
I highly dislike logging into separate applications via multiple screens or tabs! I understand Zendesk designed their system as individual apps, but it's incredibly inefficient to have to login to Chat in one tab and Support in another - I should be able to chat with customers right in my Support interface. On the same note, Guide (knowledge base) isn't easily accessible/searchable to agents by default - we have to install apps to search our own internal KB while working on tickets?!
What problems is the product solving and how is that benefiting you?
Unable to manage all aspects of service within Support application. I basically need one agent in Chat, all in Guide (searching for answers), and all in Support. For comparison, I previously used Salesforce, and I could do just about everything on one screen. At least I could build workflows to drive agents through a sensible process, such as submitting a ticket when a call comes in, then push a search of the KB before taking further action - that was great for training and reinforcing usage of our knowledge.
Recommendations to others considering the product:
Decide immediately if you want a single application to do everything, or if you want users logging into multiple browser tabs.
simplified ticketing system for our business!
What do you like best about the product?
We are using Zendesk for lots of things:
1) Ticketing system for customers concerns
2) Tracking of our progress for each project
3) Social media integrated
I say that I like Zendesk as a whole as we are using it for different purposes.
As for the features, Zendesk can be integrated to other platforms such as slack which is awesome. Another thing is that Zendesk is available in mobile application (but needs tons of improvement) which gives us the ability to track tickets on the go.
Zendesk also offers help center, wherein we can redirect our customers to answer any common issues. Not only customers would benefit here but also us, as we can create our own knowledge base, wherein it is not available for public.
1) Ticketing system for customers concerns
2) Tracking of our progress for each project
3) Social media integrated
I say that I like Zendesk as a whole as we are using it for different purposes.
As for the features, Zendesk can be integrated to other platforms such as slack which is awesome. Another thing is that Zendesk is available in mobile application (but needs tons of improvement) which gives us the ability to track tickets on the go.
Zendesk also offers help center, wherein we can redirect our customers to answer any common issues. Not only customers would benefit here but also us, as we can create our own knowledge base, wherein it is not available for public.
What do you dislike about the product?
Zendesk does not have the option to allocate a ticket to multiple light agents. Also mobile version needs tons of improvement. It does not have all ticket views present in desktop version
What problems is the product solving and how is that benefiting you?
We are using Zendesk to answer customer concerns via e-mail, chat and social media.
Recommendations to others considering the product:
Try Zendesk, I can say that it is all in one! Not all ticketing system can be integrated elsewhere such as facebook and slack. It also has chat functionality
The best ticket management program
What do you like best about the product?
It's very easy to write and answer tickets in the system. A good location that is easy to move inside. There is a lot of support that is easily available if you need help with anything in your account. It also has the ability to add certain tags to tickets and I can view all tickets that have tags .
What do you dislike about the product?
Notifications of actions are a bit confusing. It makes you think that you have something unfinished, and I do not need notifications that I have finished.
What problems is the product solving and how is that benefiting you?
I recommend trying this software solution for a great way to track your company's support and view chat requests from your company. It is easy to use and provides reports that can be very useful.
Recommendations to others considering the product:
All sorts of support issues, including printer problems, account issues, access to projects, etc. We also receive tickets that tell us about the potential hacking and spam that our end users will receive.
Our clients are in our hands
What do you like best about the product?
First of all, I like the fact that this program is flexible, you can customize it for the capabilities and needs of your company and it takes several days, not a month or two, like other programs. Thanks to this program, it became easier to monitor and track e-mail and our work become on a level higher.
What do you dislike about the product?
Global problems our company does not see, there is some kind of desires to improve the mobile version.
What problems is the product solving and how is that benefiting you?
Zendesk allows me and my team to keep all information about our customers in one place, so communication with customers is effective and personal. For a long time we did not manage to establish a clear and well-coordinated work with our customers, but with the Zendesk its became possible.
Recommendations to others considering the product:
It will be enough simply for you to track the priorities of your customers and they will understand that you are always a leader among competitors. The difference between the quality of the program and its multi-voluntariness will make you happy. Whatever you do, this program will be adjusted just for you.
Simple to Use
What do you like best about the product?
Ability to see visitor history and set automatic responses to the initial text messages.
What do you dislike about the product?
I wish it had more integrations within GSuite to keep a conversation singularly from email and chat.
What problems is the product solving and how is that benefiting you?
Being able to chat with customers and troubleshoot issues they are having, or answer questions quickly and easily from new, prospective cutomers.
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