Zendesk Suite
ZendeskReviews from AWS customer
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I have been using Zendesk for more than 3 years now, I find it to be very user friendly.
What do you like best about the product?
1. It's user-friendly interface
2. Self explanatory
3. Management of internal and external queries
2. Self explanatory
3. Management of internal and external queries
What do you dislike about the product?
Nothing at the moment. But may be looking at improving it's functionalities as per the market trends.
What problems is the product solving and how is that benefiting you?
Auto closing tickets and integration with some of our internal apps.
Excellent choice for customer support
What do you like best about the product?
After using other similar platforms, I find the ease of use and customizability, as well as various app integration into ZenDesk one of the best, I enjoy working with this platform, everything is clear and structured, can keep track of my data well. Everything is easy to implement, I use it daily to provide customer support for multiple brands.
What do you dislike about the product?
So far everything has been great, I'd like to have more help centers available, but that's just on my plan.
What problems is the product solving and how is that benefiting you?
Makes communication with customers easier, I am able to see all the interaction history in one place, can integrate my own apps, i.e. the CRM, connect it to OpenAI or simply get apps form the marketplace.
Good Product, just wasnt in our price range
What do you like best about the product?
Its a great product for medium and large businesses, however smaller businesses it may fall outside of the price range for startups. Love all its features and its ease of use however and well definitely be back in the future.
What do you dislike about the product?
I do wish their was a better Small/Startup business solution that was priced accordingly. Most features worked great.
What problems is the product solving and how is that benefiting you?
Its a great ticketing system that tied into M365 well, and reported great.
A robust helpdesk solution which is powerful but needs upgrade
What do you like best about the product?
Zendesk has got this agent workspace which is completely unified which allows agents to manage tickets, view customer history and collaborate with teammates - all from one interface. This boosts productivity and reduces context switching. This platform includes automation rules, triggers and macros that streamline repetitive tasks. This helps agents focus on more complex issues and ensures faster response times.
What do you dislike about the product?
Compared to newer helpdesk platforms, Zendesk's UI is seen as aging. It lacks modern design elements and fell clunky which affects user experience and efficiency.
What problems is the product solving and how is that benefiting you?
customizable help centers and knowledge bases benefits fewer repetitive tickets allowing agents to focus on complex issues while customers help themselves. With unified omin-channel support consolidates all interactions into one dashboard, i get a complete view of customer conversations reducing missed messages and improving response times.
Improved service support
What do you like best about the product?
All the support channels managed through Zendesk Support Suite have allowed for more convenient contact with customers, providing them with more attention and faster responses. Having all the modules together has improved response time and customized development for each customer via their ticket. It's a very modern platform where the customer service team responds quickly, and their service pricing is accurate for the quality they provide.
What do you dislike about the product?
Synchronization with Salesforce was a process I couldn't do myself. I had to turn to support, and they did it, but after several hours, I believe it's an internal issue with them that this synchronization isn't achieved in simple steps.
What problems is the product solving and how is that benefiting you?
It's a unified tool that allows for perfect records of all information for more professional customer service and makes them feel comfortable with clear and quick responses.
Zendesk, The answer to any problem you may find.
What do you like best about the product?
The customer and technical support lines are excellent at helping new customers.
What do you dislike about the product?
The Zendesk App does not allow the answering of calls.
What problems is the product solving and how is that benefiting you?
The ability to be able to text your issue in vs calling.
Our Experience With Zendesk
What do you like best about the product?
We enjoy the agent view as well as the admin center, the reporting is advanced and can be set up to cover all KPIS.
What do you dislike about the product?
The only call out for things that can be improved on is the method in which you can import data into Zendesk, it requires a 3rd party service or hours developing & learning the Zendesk API to get excising ticket data into the system.
What problems is the product solving and how is that benefiting you?
Zendesk is managing and automatically assigning all of our help desk tickets, this is benefiting our team by taking the work out of manually creating tickets.
Customize and Optimize
What do you like best about the product?
I like the customization functions and all the optimizations you can play with. It is pretty friendly and intuitive. Help the clients and help the company.
What do you dislike about the product?
It is a bit rigid sometimes. And it can get stuck.
What problems is the product solving and how is that benefiting you?
Routing tickets to the rights agents based on expertize, organizing the team.
The platform complete with possibility of service onminchannel that facilitates the process of CX/CS
What do you like best about the product?
More possibility of integrations that enable the service in onmichannel and the ease form of acess.
What do you dislike about the product?
I think that the time of actualization the explore in some reports the are very extensive
What problems is the product solving and how is that benefiting you?
The agent IA facility the conversation initial with the customer, reducing the flow for the service agent.
Therefore, the team don't necessary be big.
Therefore, the team don't necessary be big.
A reliable and scalable customer support solution
What do you like best about the product?
Zendesk Support Suite makes it easy to streamline customer interactions across multiple channels.
I like how seamless the omnichannel experience is, with email, chat, and social all integrated in one place. The interface is intuitive, making it simple for new agents to get started quickly. Reporting and analytics also provide valuable insights into ticket trends and agent performance.
I like how seamless the omnichannel experience is, with email, chat, and social all integrated in one place. The interface is intuitive, making it simple for new agents to get started quickly. Reporting and analytics also provide valuable insights into ticket trends and agent performance.
What do you dislike about the product?
The pricing structure can become expensive as the team grows, especially when adding advanced features. Customization sometimes requires extra effort or third-party apps, which could have been native capabilities.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is helping us manage customer interactions more efficiently by consolidating multiple channels like email, chat, and social media into one platform. This reduces the chances of missing customer queries and ensures faster, more consistent responses. Automations and workflows cut down manual effort, while the integrated knowledge base reduces repetitive tickets by enabling customer self-service. Overall, it improves customer satisfaction, streamlines internal collaboration, and saves significant time for the support team.
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