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It’s a fast service with less finding
What do you like best about the product?
In it you can search and do things easily asnd very convenient to use, not really messed up all this appropriate. Solutions can be done easily without any hassle as well
What do you dislike about the product?
Sometimes it really buffers which can be improved rest all is good it perfectly fine !!
What problems is the product solving and how is that benefiting you?
It's solves customers queries In one place without any issues
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A lot of useless features, very poor support for high-quality text-based interaction
What do you like best about the product?
On paper, it offers a lot of integrations. On paper, it checks all the boxes of what someone would want to deliver to a customer.
What do you dislike about the product?
None of the integrations do what you want. In every case, you have to implement your own from scratch. The customer-facing helpdesk interface is laughably poor in terms of text formatting and customer engagement. The knowledge base is just awful in terms of categorizing and formatting content. Zendesk is just not suitable for real-world technical support of complicated software products.
What problems is the product solving and how is that benefiting you?
Zendesk is causing more problems than it solves. We have chosen to move away from Zendesk because maintaining and customizing it is not feasible.
Zendesk helps us efficiently manage our customers' support requests.
What do you like best about the product?
Zendesk helps our team manage inbound customer requests. These requests can be simple questions about the product (usability, technical questions), errors/issues, billing, etc. The tickets are easy to manage in the Zendesk interface, which helps ensure that all customers receive a response in a timely manner. We are able to triage the ticket according to the request and get it to the correct person or team to review and respond.
What do you dislike about the product?
Many suspected spam tickets are suspended, which is great; however, I would like to have more control over what gets suspended vs not. There are tickets that are suspended that I would prefer to not be held and others that I would always want to be deleted instead of being suspended or created as a new ticket. Having the ability to set rules and filters based on the subject or content of an email would be great.
What problems is the product solving and how is that benefiting you?
Zendesk allows our customers to self-help due to the knowledge base, but also allows them to submit a ticket if additional assistance or support is needed. Once a ticket has been submitted, it's easy to manage and respond. This helps us gain efficiency while improving the overall customer experience.
Great Tool for customer service
What do you like best about the product?
I love the use of macros for my team. We have typed up responses that we can use for our most frequent situations. My team can quickly select the macro and I know we are all on the same page for important information needing to be passed to the customer.
What do you dislike about the product?
I don't really have anything I dislike about Zendesk. What I would love though is some short of keyboard shortcut that would allow us to access our list of macros quickly.
What problems is the product solving and how is that benefiting you?
All of our customers reach out through Zendeks for help with their orders, questions about products, help with installation, questions about new products and just general knowledge. Zendesk gives us the tools to quickly assist and follow up if needed.
A robust system with lot of options to customize
What do you like best about the product?
Zendesk Support Suite has a ton of features and integrations that ultimately help my support team function more effectively and efficiently.
What do you dislike about the product?
There's a bit of a learning curve for setting up Zendesk correctly especially if you don't already have a clearly defined process and established workflows.
What problems is the product solving and how is that benefiting you?
Zendesk is allowing us to provide a complete customer centric help center package which includes a lot of useful functions and reporting.
quick response
What do you like best about the product?
They are responsive and helpful. If I have any issues I can rest assured that they will try to find a solution for us. overall we have not had any issues with the platforms.
What do you dislike about the product?
I'm very happy! we like the platform! No issues with it so far.
What problems is the product solving and how is that benefiting you?
helped us set up the platform.
Easy and quick software
What do you like best about the product?
It is very fast and easy to use. Tickets get created immediately and are very simple to understand within the website experience.
What do you dislike about the product?
The ticket copy recieved in emails is very confusing to understand.
What problems is the product solving and how is that benefiting you?
We are using zendesk to streamline the ticketing system to communicate better internally and externally
Receiving support is challenging and the new layout is also difficult to navigate.
What do you like best about the product?
Zendesk is relatively easy to use after you get used to it. I appreciate its phone call support and the Answer Bot, which has successfully assisted thousands of our users in resolving their own inquiries.
What do you dislike about the product?
We encountered a problem with our emails being sent to junk/spam folders or not being sent at all. We faced slow response times from Zendesk Support, and after a month, the issue remained unresolved and even worsened. Additionally, the new layout is disliked by my entire team. We are eager to have the ability to customize the layout.
What problems is the product solving and how is that benefiting you?
The Zendesk Support Suite is great for configuring the languages the help center and Zendesk Support offer, especially as we expand into new markets. However, I find dynamic content confusing and have not yet had the opportunity to use it. The Zendesk Support team actually advised against using it if it's not already a part of our workflow.
Very Good Help Desk Software
What do you like best about the product?
Zendesk has some easy-to-use tools and automation. I like how certain tickets and common questions can be automated.
What do you dislike about the product?
I wish Zendesk tide more into teams and other direct messaging apps. From what I see email is one of the only ways to automatically create a ticket outside of zendesk.
What problems is the product solving and how is that benefiting you?
It is helping us get statistics on the type of issues comming in and it does give us the freedom to change it around.
Zendesk has some great tools for supporting our business needs
What do you like best about the product?
The ticketing system allows us to accuratley keep track of our business processes and is important for our record keeping purposes
What do you dislike about the product?
Some of the reporting tools are not the most intuitive can be a bit confusing especially for people not familiar with the system
What problems is the product solving and how is that benefiting you?
Zendesk allows us to provide help to our customers while also keeping an accurate record of those conversations which help for record keeping purposes
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