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Powerful CRM tool to match almost all your CX needs
What do you like best about the product?
The use of automations and triggers is by far my favorite aspect of Zendesk. Reporting through Insights and Gooddata have helped solved many problems. Additionally, the customization of everything is very robust and it becomes apparent very quickly of why they're an industry leader.
What do you dislike about the product?
Unfortunately, while it is very robust, it misses some features you'd expect out of a CRM tool. One issue we were trying to solve was a ticket reminder system and to add an internal note automatically. This was not possible through any features, so a trigger/automation combo had to be created. This seemed like a simple feature to exist but it did not.
What problems is the product solving and how is that benefiting you?
We use Zendesk for order support primarily, as well as educating and guiding our customers in the features of our app. Zendesk is quick and efficient. It allows us to communicate with customers at a rapid speed and its internal reporting tools have helped us figure out key issues in our customer experience.
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Gold Standard
What do you like best about the product?
I have been a customer of Zendesk for over 5 years. They are genuinely a group of nice people on a mission to change how people communicate and provide support. They are innovative and keep adding great features.
What do you dislike about the product?
Can feel a bit bloated as they expand their offerings. They were simply support requests, now they are so much more.
What problems is the product solving and how is that benefiting you?
Customers have issues. We are evaluating Zendesk in its ability to offer a great user experience.
Recommendations to others considering the product:
Ask your rep to explain their long term goals. If they are in line, they know what they are doing.
We absolutely love Zendesk.
What do you like best about the product?
The updated interface that is incredibly user friendly, the quick on-the-fly searches, the customization views, the knowledge base, the macros, everything!
What do you dislike about the product?
I wish we could integrate DocuSign into it for sending work estimates to customers for custom development, not a huge deal though
What problems is the product solving and how is that benefiting you?
We went from a tiny company to a small company with a huge client base very quickly and all of our departments suddenly needed actual processes in place. We switched to Zendesk and basically built internal workflow processes around it and have seen a drastic improvement in response time, tracking, and general satisfaction from both our users and the customers we support.
Recommendations to others considering the product:
Get it!
Best software for providing support services to the client.
What do you like best about the product?
We can track the lifecycle of a ticket raised by users.The functions like update,create and resolve are very easy to use.
What do you dislike about the product?
Sometimes the update to the ticket takes some time to view after refresh.
What problems is the product solving and how is that benefiting you?
The software helps in providing support to the client very efficiently.
Recommendations to others considering the product:
I highly recommend zendesk support because it makes resolving a ticket very easy and provides great support to the client.
Definitely would recommend
What do you like best about the product?
Zendesk is very easy to maneuver through and pretty simple platform to use.
What do you dislike about the product?
There really isn't much that I dislike about Zendesk. It is very well laid out and that makes it easy to maneuver through the site.
What problems is the product solving and how is that benefiting you?
We use Zendesk as the primary means of communication with our customers. The benefits are endless because our customers always have a way to access us and get the answers to problems they may come across using our platform.
Used for work — it’s very simple
What do you like best about the product?
Hi — I liked how easy it was to use when I worked my customer service position.
What do you dislike about the product?
Making a ticket was a little bit complicated — it took sometime so learn
What problems is the product solving and how is that benefiting you?
I used it when I worked for a ride sharing company. It served its purpose there
Great for tracking client communication and managing
What do you like best about the product?
Everything is kept nice and organized. The ticket system is great for tracking support questions, having internal discussions, attaching docs and gathering details all in one place.
What do you dislike about the product?
Some customizations features in the knowledge base section are either lacking or require a higher level of the product. (I'd have to check with our docs guy for specifics).
What problems is the product solving and how is that benefiting you?
Keeping track of support inquiries and making sure things don't get lost in a pile. Also gathering initial details so time isn't wasted getting basic information via several back and forths.
Almost better than email
What do you like best about the product?
Ticket management is great. You can create triggers and automations for your work flows. Customer support is fairly quick on responses. You can set up different channels for different groups or depts in your company
What do you dislike about the product?
Zendesk pricing can be expensive. All license costs are the same, so if you have a light user, the costs add up.
Dashboard reports can get confusing and lack customization unless you create your own report from scratch, which can get overwhelming
Dashboard reports can get confusing and lack customization unless you create your own report from scratch, which can get overwhelming
What problems is the product solving and how is that benefiting you?
We used to just have an email alias for all support emails. This gets messy when you have over a hundred emails a day. Having a ticketing system to manage emails helps a lot and provides accountability for each ticket.
Recommendations to others considering the product:
Clean and simple tool. Ticket deflection feature is neat
Great chat tool for teams of all sizes
What do you like best about the product?
Very easy to use, a great software for multiple agents being online at the same time, chat macros and customizing settings.
What do you dislike about the product?
Setting up triggers can be a difficult process, we haven't had much success with them.
What problems is the product solving and how is that benefiting you?
Managing all of our customer support through one platform with Zendesk has made our support team very efficient.
Recommendations to others considering the product:
Keep in mind that just because someone is a Zendesk support agent, that doesn't mean you have to pay for them to be a Zendesk chat agent as well. You can tailor what users use what aspects of Zendesk.
Lots of room to make Zendesk yours with the API
What do you like best about the product?
With Zendesk as a user, I like that there is an API attached along with trigger to hit other APIs.
Whenever I might come across some limitation within the system, I was able to program in a better or more efficient way to do things.
e.g The Slack app installation was subpar in my experience (it tended to make changes to settings after I modified them to work in another way), so I was able to hit the Slack API directly from Zendesk and define what should happen when via triggers/automations
Whenever I might come across some limitation within the system, I was able to program in a better or more efficient way to do things.
e.g The Slack app installation was subpar in my experience (it tended to make changes to settings after I modified them to work in another way), so I was able to hit the Slack API directly from Zendesk and define what should happen when via triggers/automations
What do you dislike about the product?
Zendesk has some things that just are not documented which causes interesting situations-- e.g. that you can only have 1000 open tickets at one time before zendesk auto closes them for you (even without a trigger/automation to close), lack of documentation in acceptable fields to pass into the API, no editing of closed tickets
What problems is the product solving and how is that benefiting you?
Connecting customers with engineering (jira) and sales (salesforce) while also providing a great customer experience (triggers/automations/tailored auto responder emails)
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