Zendesk Suite
ZendeskReviews from AWS customer
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Great product that has changed how we manage support
What do you like best about the product?
We love that there are multiple ways for customers to log support issues. Website, email, portal and we also love how easy it is to turn the resolution to a support case into a knowledge base article
What do you dislike about the product?
We do not like that it is difficult to integrate with other products we use in our business like Sage CRM. This is not a big deal but would be nice to have.
What problems is the product solving and how is that benefiting you?
We are able to respond to customers faster. We are able to prioritize responses by the type of plan a customer has. We ensure nothing falls thru the cracks in our support department
Recommendations to others considering the product:
None
Zen Desk user help desk
What do you like best about the product?
I love how i can respond to customers quickly with pact statements while chatting, it is great to have this feature because my responses are commonly used with each call.
What do you dislike about the product?
There isnt many option for duplication tickets or an option to add this feature.
What problems is the product solving and how is that benefiting you?
Technical support, registering warranties, general FAQs
Not good for growing companies
What do you like best about the product?
Very easy system to set up, and the user interface is incredible. Simple, easy to find everything. The took itself works as advertised and is a critical addition for our business.
What do you dislike about the product?
We have been unable to increase our account from 3-6 agents, and even though we've filed a support ticket, it doesn't seem like anyone is taking the matter seriously trying to help. Our 3 new employees can't be trained or access the system at this point.
It was also very difficult to change the owner of our account... takes several steps and chats with the Zendesk team.
It was also very difficult to change the owner of our account... takes several steps and chats with the Zendesk team.
What problems is the product solving and how is that benefiting you?
We primarily use online chat for sales situation, and it really does help when folks have immediate questions but don't want a call from a sales person.
Only HelpDesk I've used, but I can't think of a better platform
What do you like best about the product?
The thing I like best about Zendesk is how we have a wealth of knowledge for every interaction we've had with a client/vendor.
What do you dislike about the product?
The only thing I can think of that I don't like is that if we choose to Submit a ticket as anything but solved, it will not auto assign it to the user.
What problems is the product solving and how is that benefiting you?
We use ZenDesk for logging all interactions with our users. It's great that we can look back to the beginning to see all the solutions we've had to user's issues.
Zendesk Review
What do you like best about the product?
Easy to use, nice email messaging system for status updates
What do you dislike about the product?
I do not dislike anything about it, it was just annoying to have to switch over from our previous system.
What problems is the product solving and how is that benefiting you?
All zendesk requests I have made are business related. Usually a request for something or if I need IT help.
Super easy and efficient
What do you like best about the product?
Zendesk is a very competent ticket management software that provides an easy interface.
Just watch out for the price and make sure you're getting the features you need.
Just watch out for the price and make sure you're getting the features you need.
What do you dislike about the product?
Slightly more expensive than the competition.
What problems is the product solving and how is that benefiting you?
It really helped me to keep all my customers emails and tasks organized and make sure that I'm on top of my workload. With other software it is easy to lose track and forget to reply to emails, but not with this app!
Great.
What do you like best about the product?
The threading of cases and the tagging available.
What do you dislike about the product?
I don't really have anything I dislike for the work I use it for.
What problems is the product solving and how is that benefiting you?
Keeping track of customer concerns.
The best work memory
What do you like best about the product?
I always recommend people to use Zendesk when it comes to customer service. Super easy to set up, simple to use, and it helps the company to increase the sales by providing excellent customer service.
What do you dislike about the product?
I love Zendesk but only issue happened before was two rep answered the same questions and neither of them realized the question has been answered twice, in different ways!
What problems is the product solving and how is that benefiting you?
Customer service and clients support. Happy customers and clients are one of the most important part in our business.
Recommendations to others considering the product:
all good
Answering email tickets made easy
What do you like best about the product?
It user friendly, the interface is clean and everything is so easy to see.
What do you dislike about the product?
there is not built in email templates, i guess its nice to have. When i use the advanced search button and filter the tickets from there, i cannot arranged them alphabetically. I can only do that when i click on "unsolved tickets". Also the system doesn't automatically merge tickets with the same email.
What problems is the product solving and how is that benefiting you?
Answering and managing customer emails. It more organized than the regular email.
Recommendations to others considering the product:
Well its a nice-to-have, especially when you think about hiring a lot of VAs to answer your emails.
Zendesk makes customer support easy and excellent!
What do you like best about the product?
Easy to use, cost effective, in-depth reporting and analysis of data. Everything is easily accessed via the dashboard. Allows for full accountability of support staff. Feedback features are great and allows the customer to rate their experience and provide detailed information regarding their call or email.
What do you dislike about the product?
Some features are clunky. Tags can sometimes be difficult to work with. VOIP is sometimes poor quality and makes it difficult to communicate, which requires the support agent to disconnect the call and call back.
What problems is the product solving and how is that benefiting you?
We needed a way to easily take support calls and emails, answer and follow up with customer inquiries, and maintain reports on those interactions. Zendesk keeps our customer support organized, helps our support staff stay on top of requests and issues, and provides feedback via in-depth reporting to help us improve our support service.
Recommendations to others considering the product:
We are a small company. I don't know how well Zendesk scales, but our experience using the software has been excellent overall. I highly recommend Zendesk as a support solution.
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