Reviews from AWS Marketplace
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
External reviews are not included in the AWS star rating for the product.
Easy, user friendly
What do you like best about the product?
It's easy to use and extremely user friendly. I like all the agent options like macros, triggers and automations.
What do you dislike about the product?
I wish things were more intuitive. Better roadmapping and updating features and tools.
What problems is the product solving and how is that benefiting you?
Customer service for internal and external customers. It allows us different brands that segments our support which benefits us.
- Leave a Comment |
- Mark review as helpful
We bought a Lamborghini, but drive it like a Corolla
What do you like best about the product?
At my company, I inherited administration of our Zendesk suite after taking over management of our IT help desk. It was severely unde-utilized, so I reached out to our success manager for tips. Since then, we've made much better use of our system by way out automations, triggers, macros, and more features we had previously never touched. Thank you, Cassie!
What do you dislike about the product?
Some of the customization features feel a bit lacking. We can't sort views by forms alphabetically, or even by some custom order. Only by form ID. I also wish we could limit which ticket forms are available to certain agent groups. We have a lot of forms, but not everyone needs them all.
What problems is the product solving and how is that benefiting you?
centralizing our IT knowledge and documentation into one repository, and giving agents a single place to look for work and responsibilities, not spread across multiple systems.
Good Business to Consumer Solution
What do you like best about the product?
Zendesk has good insights in terms of dashboards and reporting. There are many ways to build reports that get to the heart of the data and help you keep track of ticket volume.
What do you dislike about the product?
I don't like that the datasets for reporting are siloed. I would like to see a broader reporting capability where all datasets are available for cross-reporting.
I also think Zendesk needs to work on better support for B2B customers.
I also think Zendesk needs to work on better support for B2B customers.
What problems is the product solving and how is that benefiting you?
It gives us a good way to organize and respond to customer needs. I do like the versatility in the ability to have various forms based on the product a customer is contacting us about.
Loving ZD Admin - but wishing for more tools to search content
What do you like best about the product?
I love the ease and intuitive-ness of being able to create triggers and automation that are customized to our team and the way we actually work. We can make the tool work for our team rather than shifting the way we work to accommodate the standard way tickets are set up to flow into the queue.
What do you dislike about the product?
Not being able to search within macro content. For example, if there's a phone number that's mentioned in 25 different macros and that phone number changes at some point, I want a clear way to search all macros for that phone number to easily be able to update the info.
What problems is the product solving and how is that benefiting you?
It seems that ZD is planning to bring in more AI which is fantastic because the more we can automate things and deflect common/simple questions from users, the more we can have our support agents spend their time solving more complex problems.
User friendly at its best!
What do you like best about the product?
I love how easy it is to dive deeper into what ZD has to offer us. Also you can find pretty much everything on their FAQ page, and if you can't, you can easily reach out to their Support team and I'm sure they'll be there to help you.
What do you dislike about the product?
As of now, I didn't find a single thing to dislike about it. Please keep doing all the upgrades you've been doing and focusing on providing a great customer experience.
What problems is the product solving and how is that benefiting you?
Any kind of "problem" when setting ZD spaces up or maybe just a simple question, especially coming from a different CRM. I really appreciate the help I get from the team and the articles
Great if you have patience
What do you like best about the product?
There is a lot of opportunity for customization within the suite to make it the way you want it. It is nice that you have everything; email, chat and talk all within one app.
What do you dislike about the product?
There is a lot of research and time needed to get it exactly the way that you want it. They need to have more templates for like minded businesses to help streamline the process.
What problems is the product solving and how is that benefiting you?
Helps us with managing our customers from live chat, to talk to email. Helps keep everything within one place. It's a great source for both employees and our customers.
Zendesk suite support reciew
What do you like best about the product?
I like the additional features that are in the Zendesk Support Suite.
What do you dislike about the product?
As new features come sometimes they take away features that were useful to us
What problems is the product solving and how is that benefiting you?
Good customer service platform with omnichannel routing
Seems like a lot of potential, need more testing
What do you like best about the product?
I've recently joined efforts with my CX team to try to automate processes and apply AI to the customer and employee support journey. Seems promising what I've seen but I need further testing
What do you dislike about the product?
Too much stuff and not too digestible. There's so many integrations with such bad reviews that I don't think should be available for downloading.
What problems is the product solving and how is that benefiting you?
Streamline support tickets etc
A Great Support Product
What do you like best about the product?
This is s great product. What I like the most are the dashboards. They do tell us a lot and make reporting a lot easier. The AI powered answers are good too and combined with automatic ticket creation saves us a lot of time.
What do you dislike about the product?
I cannot think of anything to dislike. Maybe there are too many options and plans, but this may be a good thing since you should only pay for what you use.
What problems is the product solving and how is that benefiting you?
It is saving us a lot of time. The automation gives us more time to fo more important tasks. The dashboards make us more productive.
Streamlining our support into one place
What do you like best about the product?
I like the capability to customize how things route, how they're tagged, fields, etc. We use it for a lot of different clientele types so it's very helpful
What do you dislike about the product?
There are some limitations to how we can provide our support form to guests or clients
What problems is the product solving and how is that benefiting you?
We receive support requests from a lot of different client types so it helps us keep them all in one place and organized. It also allows us to have visibility into conversations.
showing 381 - 390