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good product, needs to be managed.
What do you like best about the product?
Ease of use. plugins, and flex, and popular product.
What do you dislike about the product?
if you're looking for a system that will give you everything out of the box, this isn't it, needs to be masssaged and customized.
What problems is the product solving and how is that benefiting you?
ease of use, tech teams like it.
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chat bot is great, helpful features are extra & customer service is ironically terrible
What do you like best about the product?
chat bot with pre-loaded questions, canned responses
What do you dislike about the product?
customer service is very cumbersome and unhelpful
What problems is the product solving and how is that benefiting you?
chat bot to filter commonly asked questions
ZenDesk Support
What do you like best about the product?
Easy to keep track of customer support issues for our hundreds of customers. Easily integrates with our other CRM's for seamless support
What do you dislike about the product?
Some of the more in depth featurse can be difficult to learn on the fly.
What problems is the product solving and how is that benefiting you?
Our ability to create support tickets and assign tasks for assisting a customer through a problem or complaint. The ability to update from ticket 'open ' to 'pending' to 'solved" has been beneficial.
Super Flexible Platform that automates and organizes support
What do you like best about the product?
I love how easy it is to create processes and handle customer requests. We were able to set up a very useful workspace mostly off of help articles. Their open API made it super easy to integrate into our software so the support has our brand and feel to it.
What do you dislike about the product?
As they add different solutions for CRM etc, it seems to water down the strength of being a great support platform. The onboarding process included webinars that often times were not on anyone's schedule at Zendesk, so you never knew when you might join an empty meeting.
What problems is the product solving and how is that benefiting you?
Streamlining and organizing support and feature requests, organizing the way that feature requests are fed to Jira to allow the improvements to our app to be reliable, fast, and meaningful.
Useful Automations
What do you like best about the product?
Setting up automations makes using zendesk super quick to go through tickets
What do you dislike about the product?
I wish that there were more AI features like automatically suggesting certain replies
What problems is the product solving and how is that benefiting you?
We are able to answer customer support queries
Maximizing Efficiency and Satisfaction: A Review of Zendesk Support Suite
What do you like best about the product?
Zendesk Support Suite's seamless omnichannel integration and robust ticketing system have greatly improved our customer service efficiency, while its advanced analytics tools are instrumental in enhancing team performance and strategy. The intuitive interface makes it easy for our team to track, prioritize, and resolve issues, boosting overall customer satisfaction.
What do you dislike about the product?
I find Zendesk Support Suite to be quite expensive, especially since it lacks a free plan, and the customization options are somewhat limited, making it challenging to tailor to our specific needs. Additionally, while it offers some basic collaboration tools, my team and I often struggle with smooth internal communication, and we usually need help from Zendesk's customer support to learn new features.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has effectively streamlined our internal helpdesk operations, providing a centralized platform for managing and resolving issues related to our ERP system, which has significantly improved resolution times and IT efficiency. By offering a cohesive ticketing system and easy-to-navigate user interface, it's helping us to minimize downtime and enhance productivity across departments.
Great way to provide a database to your customers
What do you like best about the product?
The ability to provide catalog information to your clients and also having a life support feature has been great for customer support
What do you dislike about the product?
I wish there were more customised features within article creation. Also wish that category pages had more customisable features.
What problems is the product solving and how is that benefiting you?
It's solving the issue to keep our clients and customers updated with changing landscape of laws that we are dealing with. This benefits us as our old platform was not nearly as user friendly.
great product
What do you like best about the product?
The ease of use when setting everything up for the first time and the chat support while in the trial period.
What do you dislike about the product?
Support tickets don't have the fastest responses some days but nothing major.
What problems is the product solving and how is that benefiting you?
managing internal user issues with big erp and office 365 applications
Easy to use and organize for our specific needs
What do you like best about the product?
I like how the Zendesk dashboard can be customized for our business needs. Support categories are constantly being created for new issues and the changes can be made fairly easy.
What do you dislike about the product?
The reporting is lacking. It has improved a bit from when we first started using it, but navigating the menus is difficult.
What problems is the product solving and how is that benefiting you?
It helps us to keep up with our daily support requests.
Great way to organize help desk tickets
What do you like best about the product?
We used to track all help desk tickets through email before Zendesk. We now use their ticketing system so we don't have to work on email and we can make sure a ticket is assigned to a user so more than one person isn't working on the same thing.
What do you dislike about the product?
Learning to navigate the system was a little difficult, but once you use it for a while it becomes easy to navigate.
What problems is the product solving and how is that benefiting you?
Creating a ticketing system.
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