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Zendesk Suite

Zendesk

Reviews from AWS customer

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External reviews

6,246 reviews
from and

External reviews are not included in the AWS star rating for the product.

    Adam Z.

The Best Customer Service Tool Period

  • April 08, 2016
  • Review provided by G2

What do you like best about the product?
The ability to track inbound and outbound customer communication. The ability to track employee metrics including but not limited to QSAT, First Response Time, TPH and a number of other tools. Additionally, when the occasional issue arises with this product the team in SF and Denmark are quick to fix any issues.
What do you dislike about the product?
The only thing I don't like about Zendesk is that it does not have a live chat component. Instead I had to bring in third party tools like live chat. I will say that it does offer a large amount of third party tools which helps this dislike.
What problems is the product solving and how is that benefiting you?
Customer service communication and team metrics and reporting. This tool helped to ensure that our sla's were met and that we were giving the best customer service facing support.
Recommendations to others considering the product:
Conduct the Zendesk team, they're fantastic. Also make sure your director of CS has experience with Zendesk.

    Will T.

Zendesk achieves what it states it does

  • April 07, 2016
  • Review provided by G2

What do you like best about the product?
The interface is simple and intuitive. It's not cluttered by unnecessary items and highly easy to use for any platform. It allows us to answer any incoming customer requests through voice and email through a highly effective ticketing system. This meets our needs for this product.
What do you dislike about the product?
Although a highly customizable product, branding can be an issue. Reporting function also needs to be amped up a bit to make it more useful. The customization is simple and limited in scope however. This could be improved.
What problems is the product solving and how is that benefiting you?
Trying to ease support of incoming customer requests via phone or email. Using Zendesk has achieved our needs and is customizable to our needs. This a quality product at a great price point.
Recommendations to others considering the product:
My recommendation would be to have a good understanding of the product's features and services.

    Ellen U.

Save time and avoid stress with Zendesk

  • April 07, 2016
  • Review provided by G2

What do you like best about the product?
When I used Zopim and integrated it into the web site I was updating for my Realtor I used to assist, I thought it was very useful with online traffic. Even if it was after office hours and I wasn't able to manage it, I feel that it still makes people comfortable knowing that they can reach out at any time and do not have to go through the process of emailing or calling which may be inconvenient to someone on the go.
What do you dislike about the product?
I didn't have much dislike fore any of the features of this software but this is the only creation of ZenDesk I believe I am familiar with.
What problems is the product solving and how is that benefiting you?
I no longer work for the Real Estate Agent, so I am not sure if she continues to use the software.
She was having problems managing all of the leads coming in so I believe she switched to leadstreet software because she worked on a team and it was easier to track and delegate leads from her phone. Zopin was beneficial because it also gauged how many people were visiting the page or attempting to chat and let you know when they were live on your page in case you wanted to reach out. I really liked that feature.
Recommendations to others considering the product:
Zendesk is definitely a technology industry front runner. If you are looking for simple solutions that are quick and easy because you don't have time to fuss with the details, you're going to want to go with this software.

    Lee W.

Customer Support Ticket Made Simple

  • April 07, 2016
  • Review provided by G2

What do you like best about the product?
With the Zendesk integration, taking and assigning customer support tickets couldn't be better! Very easy to use and track progress of support tickets.
What do you dislike about the product?
The initial setup took much more than initially thought. To create an open case, a lot of information was required
What problems is the product solving and how is that benefiting you?
Instead of having people call in for support, ZenDesk offers a ticket system for support staff to address
Recommendations to others considering the product:
Work queue management was a nightmare! ZenDesk is organized and tickets are easy to assign and close once completed.

    Fred C.

Very interesting for marketing & customer service

  • February 23, 2016
  • Review provided by G2

What do you like best about the product?
I don't use Zopim for customer service, but for conversion on my web site
Trigger for chat on your web site : you can have a custom conversation displayed either by a web page, a word... The price is not expansive (14$ / user / month). The free version is not interesting without the trigger feature.
What do you dislike about the product?
The customization is not full : you still have the zopim logo even if you are in the paid version.
More over the stats are not accurate : some chat never appears in the hustoric (very strange !)
What problems is the product solving and how is that benefiting you?
Conversion on web site
Recommendations to others considering the product:
The trigger feature should be improve, there should be more trigger for pricing

    Fernando D.

The Best Incident Management System I have used in 20+ years of experience in Support

  • April 15, 2014
  • Review provided by G2

What do you like best about the product?
Highly customizable system that allows me to create event based triggers and timed based automations to optimize the efficiency of my team. Additionally, they support the use of macros, which allow for consistent messaging across all channels of communication with our customers.
What do you dislike about the product?
Wish they would use chat and voice channels for their own support team, as they do not seem to "eat their own dog food"
What problems is the product solving and how is that benefiting you?
Efficient and consistent communication with our end customers while minimizing the effort required of my staff.
Recommendations to others considering the product:
Setup your integrations and plan your reporting needs ahead of time. Making changes later on really messes up with reporting.

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