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A robust and easy to use Ticket Management System
What do you like best about the product?
It allows to create a handful of business rules that allow a seamless experience to the agents and at the end of the day to the customer we serve as a software company.
What do you dislike about the product?
At the moment, I would like many features that are offered via third-party applications, to be developed natively; this would allow a simpler configuration fo the tool.
What problems is the product solving and how is that benefiting you?
It allows the company to serve our customer base when they have technical support inquiries and streamlines all the internal processes that guarantee effective and quality response interactions.
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An excellent suite for Enterprise or small business use
What do you like best about the product?
I really like that I can split up my departments by "Brands". This helped in adoption of the product as it gave my users ownership of their specific areas. The knowledge base functionality is key and a great feature as well. Besides an IT knowledgebase I have other brands that are working on their own knowledgebase articles. The ease of use makes it possible to grow user education in a meaningful manner.
What do you dislike about the product?
I would say the admin panel is a bit to get up to speed on. I had issues finding areas or knowing just what I needed to do to accomplish a task. The product does a lot and if you have any issues contact support or you'll be missing out on features.
What problems is the product solving and how is that benefiting you?
My users can submit tickets for technical issues they are having as well as Facility issues, Quality issues and so on for the other departments. We are able to track issues and trends and come up with solutions as needed.
Limited outages, nice features
What do you like best about the product?
We particularly like the newer agent view and the ability to redact information.
What do you dislike about the product?
Sometimes the # of tickets is inaccurate or we get errors when trying to solve tickets (errors that are inaccurate)
What problems is the product solving and how is that benefiting you?
We use this for all of our communication with our user base.
Great way to communicate with partners
What do you like best about the product?
I really like how user friendly it is for both agents and end users
What do you dislike about the product?
Not as customizable as some other softwares
What problems is the product solving and how is that benefiting you?
It helps us communicate with our partner efficiently in order to resolve the tech issues they are experiencing with our product
Love Zendesk. Taking automation and organizing to the next level!
What do you like best about the product?
How you can have a team stay updated on every update that comes in and how it integrates with Zapier
What do you dislike about the product?
Honestly can not think of anything else right now
What problems is the product solving and how is that benefiting you?
We have all the updates come into our support email that multiple people can view and then we have it make a task in basecamp through zapier.
Saved my Company Tons of Time!
What do you like best about the product?
ZenDesk allowed us to bring all of our contact methods all into one place, which is a HUGE timesaver for us, and has made us much nroe accurate. We've gone from having hundreds of tickets open at any given time to about 20 per day.
What do you dislike about the product?
Setup can be a little challenging. All of the custmization options can mean that there are too many options, and it can sometimes be difficult to decide the best way to accomplis goals.
What problems is the product solving and how is that benefiting you?
We are able to connect with our customers and solve their questions faster than ever before, witch is great news for everyone. Having chat on our websites has dramatically cut down on our email volume.
Out of the box just fine
What do you like best about the product?
It just works. You don't need an entire dev just to make sure it does what it should.
What do you dislike about the product?
Sometimes the help center can be confusing to find answers.
What problems is the product solving and how is that benefiting you?
It is a very simple and easy to use Help Desk and the knoiwledge center is easily customizable.
Perfect for Customer Success Team
What do you like best about the product?
The ability to quickly respond and update customes regarding the status on their ticket. Super fast and easy to do.
What do you dislike about the product?
Nothing sticks out, but we don't use the Talk Feature as it was a little confusing.
What problems is the product solving and how is that benefiting you?
It is solving the ability for us to not have to host our own Knowledage base. As a small start up, it made sense for us to use a third part to host support docuemntation.
Our 29 people Support runs flawlessly using Zendesk
What do you like best about the product?
We use Zendesk not only for ticketing but also for our HelpCenter and LiveChat assistance. So far we are very happy with it, it enable us to offer a great support service.
What do you dislike about the product?
The only improvement I would suggest here (I believe it's been requested by some colleagues already) is to have an easier way to insert links. Instead of the usual "CMD+K" we would like to select the text and paste directly "on top" the link we want to insert. This is how other tools like Slack or Lattice work.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to have centralized all the data of the requests of our customers. All this is synced with Salesforce, Census even our own tool (Mixpanel) for extra analytics.
Its a very practical work tool if used correctly
What do you like best about the product?
The ease of use, stability and features make it a tool ideal to deal with a ticketing system. Creating groups, queues, automation, and alerts is very easy and it integrates seamlessly with Slack for alerts
What do you dislike about the product?
The support could be better. It's always too robotic or automated and there seems there is never a sense of urgency. the latest change in layout wasn't good as well.
The reporting pieace and dashboard creation is not intuitive.
The reporting pieace and dashboard creation is not intuitive.
What problems is the product solving and how is that benefiting you?
Currently, i don't have ney open problems with Zendesk support but when I did I found it frustrating to get an actual response that adds value. There seems to be just a standardized approach that does not transpire a sense of urgency
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