Zendesk Suite
ZendeskReviews from AWS customer
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Love it!
What do you like best about the product?
The ease of sending emails internally and externally! It's very easy to communicate with different departments within my company and also assist customers!
What do you dislike about the product?
There seems to be a lot of website crashes which slows down work.
What problems is the product solving and how is that benefiting you?
Communicating with multiple departments, and also management is able to gather a lot of data to analyze how the agents are doing, and to isolate issues that customers are having.
Recommendations to others considering the product:
If you have a large support team, and multiple departments in your company, Zendesk is the way to go!
Solid Tool
What do you like best about the product?
Pretty user friendly with a ton of capabilities. Reporting can be delayed but overall easy to keep up with. Minimal issues of it going "down".
What do you dislike about the product?
The reporting being delayed can be a drag. Not reliable at times in terms of keeping up with macros.
What problems is the product solving and how is that benefiting you?
Keeping customers happy with easy organization and an easy followup.
Recommendations to others considering the product:
Pretty great options available. and very user friendly.
Zendesk All Day Every Day
What do you like best about the product?
It's easily learned and helps prioritize and manage tickets effectively.
What do you dislike about the product?
The inability to forward messages, that attachments appear as links below signatures (not very intuitive for our customers to find).
What problems is the product solving and how is that benefiting you?
Both Customer Success and Customer Support. Zendesk is a great organization tool that helps manage and prioritize each day's tickets.
Helpdesk Prison - do not sign with them
What do you like best about the product?
Zendesk allows you to integrate to other systems like slack
What do you dislike about the product?
Auto-renewals with no consent, it took me 2 weeks to get any answers on my issues. Aaron in Financial Operations will claim their MSA doesn't allow you to get refunded despite no clear consent to renew.
What problems is the product solving and how is that benefiting you?
Honestly I am not happy with Zendesk at all and the won't let me out of my contract - do not purchase.
Recommendations to others considering the product:
We started with the free account and upgraded as needed.
Social Customer Care in a snap
What do you like best about the product?
Instinctive use and a lot of adaption for addressing customer care concerns (social, call and email.)
What do you dislike about the product?
Queueing can be an issue. Backlogs can be overlooked and there's no provided best practice for addressing this. Integration with legacy and cloud CRMs are not consistent.
What problems is the product solving and how is that benefiting you?
Mainly social customer care. It can most certainly do the job from that end.
Zendesk Great for Customer Support
What do you like best about the product?
The user interface makes it extremely easy to prioritize customer support ticketing and determine level of importance and response.
What do you dislike about the product?
Honestly there is not a lot that I do not like. It's a little on the pricer side, but when dealing with support tickets it really is a matter of ease/useability which Zendesk provides.
What problems is the product solving and how is that benefiting you?
We needed a centralized support and ticketing system for our client. They had historically only received inquiries through email which was inefficient and unorganized.
Recommendations to others considering the product:
My agency reviewed several competitors and in evaluating price and value we ended up picking Zendesk.
Intuitive ticket platform.
What do you like best about the product?
Zendesk is incredibly legible and easy to navigate from a user experience standpoint. I enjoy its fonts, layout and intuitive structure. It manages to show you a lot of details about a support ticket in minimalist manner. It's simple to learn as well.
Being able to open other tickets in new Zendesk tabs is incredibly helpful, and I like the recent integration of the ticket number always showing to keep yourself organized.
Finally, I appreciate being able to draft a response, but feeling secure that my text will be saved should I accidentally be working on the "wrong" browser tab.
Being able to open other tickets in new Zendesk tabs is incredibly helpful, and I like the recent integration of the ticket number always showing to keep yourself organized.
Finally, I appreciate being able to draft a response, but feeling secure that my text will be saved should I accidentally be working on the "wrong" browser tab.
What do you dislike about the product?
I'm very happy with this software, but I find advanced settings like customizing your Views a little on the confusing side. Also, something like sending the same email again might benefit from a designated button to do so (and if it exists, it just means I haven't found it yet).
What problems is the product solving and how is that benefiting you?
The task of customer support is made easier, with a constantly updated inbox that is easy to keep an eye on. Allows for quicker service and an enhanced company image.
Recommendations to others considering the product:
I find it good for what it's needed for.
Good for developers, less good for project managers
What do you like best about the product?
It is amazingly easy to assign tasks to different team-members
Once you figure out how to use it, it's easy to see what is past-due, and easy to update tasks as new information is added or reply to the task as it is worked on.
Overall it is very functional.
Once you figure out how to use it, it's easy to see what is past-due, and easy to update tasks as new information is added or reply to the task as it is worked on.
Overall it is very functional.
What do you dislike about the product?
It isn't very pretty to look at, it is a little confusing to get around (especially if you're new to it), there is no easy way to look at outstanding tasks 1 person needs to work on.
What problems is the product solving and how is that benefiting you?
We are using it to have client submit problems, bugs, changes that they would like to see on their sites instead of clogging up our emails.
It is very successful at un-clogging up email and replying to the client with updates as needed.
It is very successful at un-clogging up email and replying to the client with updates as needed.
Overall good experience
What do you like best about the product?
Insights - Real data and stats into how we are doing over time. Great that it's right in the software.
What do you dislike about the product?
Formatting from emails - Often times emails are harder to read, wish there was a way to see the entire email thread not all written as one big paragraph.
What problems is the product solving and how is that benefiting you?
Simplified tickets - keep all support issues and questions in one central dashboard.
Simple Support
What do you like best about the product?
Mostly, I enjoy the fact that I don't have to be hands on with case assignments and can quickly take care of everything in one place.
What do you dislike about the product?
For what we use it for, there's nothing really to dislike. I don't see us as power-users, but it works for what we need.
What problems is the product solving and how is that benefiting you?
For our simple support issues, we have three main channels, and the Zendesk system lets them be auto-assigned to the correct party based on key phrases and entry channel.
Recommendations to others considering the product:
Make sure to set up all your Macros and automatic assignments, it will save you immense time down the road.
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