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User Friendly Ticketing System
What do you like best about the product?
Zendesk is the most intuitive ticketing system I've used as an agent. From an End User perspective, it can provide a similar experience as other suites, but from an agent and admin side, it is very user friendly and intuitive to navigate and configure. For agents that don't utilize Zendesk often, it's very easy to pick back up versus relearning every time you login. Macros are also a game changer for frequent users.
What do you dislike about the product?
Certain functionality is not possible or is difficult to configure, even by Zendesk experts. Importing lists of information for drop downs, integrations with other systems, etc. Functionality that comes standard through other systems is custom or not possible with Zendesk. However, the pros have outweighed the cons.
What problems is the product solving and how is that benefiting you?
Zendesk supports our employee population and new hires. It provides a means of communication and problem-solving that is fast, easy, accessible and efficient for everyone.
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My Suite Experience
What do you like best about the product?
What I enjoy the most about Zendesk Support Suite is the helpful information that is readily available and easy to understand and navigate. Many other support suites does not have much information available for research
What do you dislike about the product?
My least favorite thing is not having a direct number to call to speak with someone. I would recommend going back to the phone support option if possible . I would like to see improvement on the phone support side.
What problems is the product solving and how is that benefiting you?
Right now Zendesk Support suite is helping with agent routing based on skillset. We have been much more productive since implementing this routing. Efficiency has increased .
Out of the box ready solution for ticketing
What do you like best about the product?
Great customer support, Easy to get started!
What do you dislike about the product?
wish there was a way to have direct extensions and a directory with IVR
What problems is the product solving and how is that benefiting you?
Easy ticketing solution and automation allowing us to handle customer support with ease.
Great ease of use for customer interactions, lacking in the reporting area
What do you like best about the product?
Able to create a robust categorizing system that is customizable and organized between channels. Makes cataloguing tickets a breeze and uniform between employees within the system.
What do you dislike about the product?
It's a bit difficult to look up past tickets or create reports based on specific criteria. The reporting set up and the view set up is pretty complicated as there are so many attributes.
What problems is the product solving and how is that benefiting you?
Ease of use and uniformity between employees. Integrates multiple channels into one place. Allows incoming tickets to be catalogued based on customizable criteria.
Issue with spam tickets
What do you like best about the product?
Support helped me set up the automation rules to eliminate spam tickets.
Sometimes users are not computers savy to help them; the agent gets access to change the settings.
Sometimes users are not computers savy to help them; the agent gets access to change the settings.
What do you dislike about the product?
Had to wait 1 hour to get to an agent, but got through after a long wait time
What problems is the product solving and how is that benefiting you?
We got rid of spam tickets which was the most important thing for our agents and users
Sistema com muitas integrações e possibilidades
What do you like best about the product?
A plataforma tem uma variedade de ferramentas e possibilidades de integrações, oque mais aprecio são as várias possíveis integrações, pois na nossa empresa utilizamos diversos outros softwares.
What do you dislike about the product?
Como profissional da área de TI, não encontrei muuitos pontos negativos ou defeitusosos na ferramneta, porém nossos funcionários em gerais tiveram grandes dificuldades em usar a ferramenata no ínicio, embora toda a interface tente ser o mais clara possível, a quantidade de opções e informações nela fazem com que um usuário comun demora para se familiarizar com a ferramenta.
What problems is the product solving and how is that benefiting you?
Como nossa empresa utilizar vários outros softwres como Asana e Pipedrive, conseguimos interligar e criar um fluxo de trabalho eficiente, centralizando toda a informação no Zendesk.
When you get hold of how to use it it is very convienient for CS.
What do you like best about the product?
Definitely automatization options. When we created the workflow with auto followups and auto-tagging it made our work so much easier.
What do you dislike about the product?
At first it was quite a challenge to become familiar with all the terminology.
What problems is the product solving and how is that benefiting you?
We choose to become users of ZenDesk, because the software we used previously was not that precise, and we experienced a lot of delays. For now it seems that ZD is going the job correctly.
Feedback after using 2 years
What do you like best about the product?
Transparency, Multiple channels in one place. Easy to access. I specially like chat feature how this works
What do you dislike about the product?
Zendesk is very vast but sometimes becomes hard to find options under the admin center
What problems is the product solving and how is that benefiting you?
I was helped on support to fix the issue for "View "my groups
Helpful for multiple customer support agents
What do you like best about the product?
Zendesk is excellent for many customer support agents - very easy to assign tickets within working 'Groups.' Automated macros (or pre-populated responses) save me hours of time each day!
What do you dislike about the product?
I've had trouble integrating Dialpad (internet phone software) with Zendesk. Although calls come through well and transcription of voicemails is great, I cannot figure out how to have Zendesk track missed calls (our organization calls back any missed calls during business hours).
What problems is the product solving and how is that benefiting you?
I can receive anywhere from 20-80 support tickets per day. Zendesk allows me to quickly answer these inquiries with macros, and I love the 'resolution' and 'tags' feature, so I can mark each ticket as to what was resolved. GREAT support in reporting # of tickets, customer satisfaction ratings, and ticket trends over time.
Zendesk has great features for email support, but is lacking on basic features for phone support
What do you like best about the product?
Easy for agents to use. Great features for email ticket support.
What do you dislike about the product?
Lack of outbound caller ID for Talk, lack of SLAs for phone calls
Realllly poor help resources for using the Explore product
Realllly poor help resources for using the Explore product
What problems is the product solving and how is that benefiting you?
N/A
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