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Adequate support environment
What do you like best about the product?
Good customer-facing branding, and OK user environment
What do you dislike about the product?
Adequate support environment but lacking in simple customisations
What problems is the product solving and how is that benefiting you?
It was allowing us not to work from our email inbox when we were using it
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In general, it’s good. I just feel like it could be better.
What do you like best about the product?
I like that you can assign tickets to different people, track each users communications, and use different platforms such as email, text, social media etc. Overall, we use it quite often and I love how it can notify me via email that I have a ticket when I am added as a follower.
What do you dislike about the product?
I find it a bit confusing to track down users sometimes. We have customers who tend to enter their information differently each time they contact us, which creates multiple users. Only frustration really.
What problems is the product solving and how is that benefiting you?
It is solving the cross team communication confusion that could easily happen in my organization. We need the help desk feature use to trioge customer requests out, and ZenDesk helps us do just that.
Simple, customizable and fuctional. Awesome
What do you like best about the product?
Makes my CS life so much easier... the SLA sistem is very useful, assignment possibilities. Its very intuitive and easy to learn although I never tried any competitor.
What do you dislike about the product?
Some things namely being so hard to add a signature that is not merely simple text. this should be way easier for companies. otherwise i like it all, nothing to add
What problems is the product solving and how is that benefiting you?
We used little old outlook so the difference is absolutely major. the flows are better, support is awesome, customization is very nice. We are closing tickets way way faster.
Zen Desk
What do you like best about the product?
Zen desk support suite helps us to manage all the SLA/BAU activities
What do you dislike about the product?
Can improve the number of 3rd party intergration
What problems is the product solving and how is that benefiting you?
Helps us in achieving SLA/BAU, help desk support
Enhances communication for all channels
What do you like best about the product?
It is wonderful to be able to access all the tools needed to provide support to our clients. It streamlines all channels of communication and makes it so much easier to provide support
What do you dislike about the product?
I have not encountered anything that I dislike from the product.
What problems is the product solving and how is that benefiting you?
As mentioned, Zendesk allows all of our team members to be able to stay in the loop and to provide support to our clients
Multiple feature in one tool
What do you like best about the product?
Easy to use and ticket tagging helps to determine the main concerns.
What do you dislike about the product?
Non-schedule outages impact our business and customer.
What problems is the product solving and how is that benefiting you?
Earlier, we have Intercom for chats and Five9 for calls, but now we have chats, emails, and calls with Zendesk.
It saves a lot of money in terms of the license.
All the platform at one place.
It saves a lot of money in terms of the license.
All the platform at one place.
Great usability but limitations
What do you like best about the product?
Agents like the usability of agent workspace and some of the functionality is great allowing it to be uncomplicated.
What do you dislike about the product?
Limitations on customization. Layout builder EAP is limiting by its a one size fit all rather than customizable by group, views are still limited to 12 global, it would also be great to be able have a view as/assumption mode to see how the view looks for advisors etc. we also experience a number of issues with explore accuracy in that metrics aren't industry standard and work differently meaning we've spent countless hours creating our own.
What problems is the product solving and how is that benefiting you?
There is a number of changes coming with features we've been requesting around agent availability. We've created some great workflows using a combination of triggers and automations which have also made our teams lives easier and streamlined processes.
Excellent tool for customer and internal communication
What do you like best about the product?
Ease of access and comprehensive segregation of multiple queues
What do you dislike about the product?
The tool can be more user-friendly. Complex controls makes the tool difficult to use at administrator level
What problems is the product solving and how is that benefiting you?
Zendesk helps provide a platform for efficient and smooth communication with customers and internal teams
Work Related Experience
What do you like best about the product?
I like how everything is connected within Zendesk which makes for easy navigation and ability to service customers on different platforms.
What do you dislike about the product?
Receiving messages without email connected to the messages for follow-up. The new update has taken a bit to get used to but I am fine navigating now.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is serving as a one stop platform to be able to effectively communicate with their customers
Great support suite
What do you like best about the product?
One of the best features is the zendesk explore tool. It allows me as a manager to get insights regarding what types of issues or coming in and how my team is doing
What do you dislike about the product?
There are some small quality of life improvements that could be made.
Being able to pause sla without responding the the client and to be able to see all views without going to the admin page would be great
Being able to pause sla without responding the the client and to be able to see all views without going to the admin page would be great
What problems is the product solving and how is that benefiting you?
It allows me and my team to be able to efficiently and effectively solve customer issues.
With zendesk we are able to triage with ease and direct our resources and attention to customers who need it
With zendesk we are able to triage with ease and direct our resources and attention to customers who need it
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