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Easy-to-configure Solution with frequent product upgrades, that needs improvement in reporting
What do you like best about the product?
They frequently add new features based on changing needs of the marketplace and customer feedback. It's easy to configure things for your account and manage users, and I also find the Help Desk articles very helpful.
What do you dislike about the product?
I really dislike the Explore reporting platform; Insights was much more robust and user-friendly. Creating your own dashboard is PAINFUL (slow, clunky, glitchy) and feels outdated.
I also dislike the email formatting (the way the To and CC's) are handled. It's clunky formatting for end users; much better for agents that are in the app, but we have end users that complain about the email layout since it's not intuitive.
I also dislike the email formatting (the way the To and CC's) are handled. It's clunky formatting for end users; much better for agents that are in the app, but we have end users that complain about the email layout since it's not intuitive.
What problems is the product solving and how is that benefiting you?
Allows all customer service agents to have visibility of all current and historical cases (email inquiries) per user so they can share updates on inquiries with a customer even if they are not the one managing the inquiry. Tracks resolution time, and allows for CS agents to focus on the cases that they should be working on by setting custom views.
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Great Helpdesk Solution
What do you like best about the product?
Setup is intuitive. With assistance from Zendesk team we were able to stand up our instance fast and efficiently. Zendesk documentation is outstanding as well. You can always find a good reference for anything that you are trying to do. System is also very easy to navigate for teh Agent as well as the customer!
What do you dislike about the product?
For teh most part, Zendesk has been great. We have run into a few quirks during setup but were able to engage teh Zendesk support team to come up with some work-arounds.
What problems is the product solving and how is that benefiting you?
Without question, Zendesk has solved our issues with transparency around ticket status, and communication with our end users. The ticket flow is also much improved amoung the Agents. We had been using Request Tracker for years and got mostly complaints from our end users, not to mention it was horrible on the agent side.
Good tool for complete CS workspace
What do you like best about the product?
The ease of use. It's always been very intuative so with some poking around you can figure things out on your own. Or easily learn from their Zendesk U.
What do you dislike about the product?
That the support isn't live anymore. It's always via email. Many times issues are best resolved with a conversation with someone live.
What problems is the product solving and how is that benefiting you?
With the inclusion of AI and automations it is helping us keep a small team while not affecting our customer experience.
Great Product
What do you like best about the product?
I really like how clean and simple Zendesk is for agents. There isn't a lot of unnecessary buttons that clutters the screen.
Other Pluses: Easy to build and maintain knowledge articles. Easy for agents to find knowledge articles. Macros are easy to build and for agents to use in order to make their jobs easier. Easy to manage user licenses. Easy to see basic reporting.
Other Pluses: Easy to build and maintain knowledge articles. Easy for agents to find knowledge articles. Macros are easy to build and for agents to use in order to make their jobs easier. Easy to manage user licenses. Easy to see basic reporting.
What do you dislike about the product?
I am dissapointed that so many features are locked behind higher tiered plans. Features like SLAs, CSAT surveys, Side Conversations, Custom Reporting etc. should be universal features.
The Zendesk knowledge base for self service is interesting. Some of it is helpful, but some of the things I want to do in Zendesk are difficult to figure out and Zendesk is more than happy to help... if you pay.
The Zendesk knowledge base for self service is interesting. Some of it is helpful, but some of the things I want to do in Zendesk are difficult to figure out and Zendesk is more than happy to help... if you pay.
What problems is the product solving and how is that benefiting you?
Its great to have as a CRM tool because everyone can easily see all the tickets and see other tickets from the same customer. Its nice to have the Knowledge base connected to the CRM in a really clean and simple way. Its very easy to see and understand what is happeneing with a smaller team and program.
Makes it easy to setup and create a service desk and knowledge base for our customers
What do you like best about the product?
Onboarding customers into the support service desk is seamless and easy. The knowledge base tools are easy to use and customize. This is for you if you are looking for a support ticketing system.
What do you dislike about the product?
The live chat messaging is rough around the edges and does not offer many features like the competitors in the support software space.
Creating holiday auto-responding is challenging.
Creating holiday auto-responding is challenging.
What problems is the product solving and how is that benefiting you?
It helps us triage support requests from our customers. It also allows our customers to track their support requests' status from submission to completion. We also needed a knowledge base that only our enterprise customers could access.
Easy to set up, great for scaling
What do you like best about the product?
Zendesk's support suite is incredibly easy to set up with zero previous experience. There is the right amount of "rail road tracks" to make sure you are aware and responding to customer tickets, but not too many that you get locked in to a flow that makes no sense. The knowledgebase/Guide plugin is well thought out and integrates seamlessly with the onbsite support widget.
What do you dislike about the product?
The user interface can be a bit confusign to navigate at first. Some icons have no help text so there is a bit of trial and error when you first get up and running.
What problems is the product solving and how is that benefiting you?
With the launch of our new cloud platform we wanted a self service style support widget. Zendesk's widget integrates seamlessly with the rest of it's infrastructure. Changes you make to the knowledgebase and other products in Zendesk cascade to the widget - making deployments easy.
Functional CRM
What do you like best about the product?
Tracking all your tickets is super easy and setting up automations helps to cut down on the work flow.
What do you dislike about the product?
No stong dislikes
The system could be a little more intuitive
the dashboard tool needs work
The system could be a little more intuitive
the dashboard tool needs work
What problems is the product solving and how is that benefiting you?
Makes it easy to stay on top of open issues and direct them between the appropriate teams
Easy to communicate with customers
What do you like best about the product?
Zendesk makes it easy top communicate with customers. We can include all needed support including; videos and photos to move the process of helping our customers along.
What do you dislike about the product?
When we upgraded to Zendesk Agent workspace, some of our functionality working with customers via live chat are not as user friendly as before. We are working through the change.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us to support and educate our customers and makes it easy to go back and forth quickly. We are able to manage the flow of incoming requests to make our customers happy.
Its extremely helpful
What do you like best about the product?
I like being able to multitask, and stay in control of what needs to be completed.
What do you dislike about the product?
Nothing, I have no issues with Zendesk. It is
What problems is the product solving and how is that benefiting you?
Its helpful in keeping in with customer information, inquiries and responses.
A really valuable tool
What do you like best about the product?
So easy to use and really helps us engage with our clients.
It is extremely user friendly and I also like being able to create shortcuts that contain technical info very fast to share with customers.
It is extremely user friendly and I also like being able to create shortcuts that contain technical info very fast to share with customers.
What do you dislike about the product?
Nothing really. I heard that you are changing some of the features that we use like being able to see who is on what page at any stage on our cam site. Would like this feature to stay
What problems is the product solving and how is that benefiting you?
Being able to retain customers as well as get new ones. This in turn improves the conversion ratios on our e-commerce website which is great. It also helps us to remain professional with our customers.
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