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ZenDesk
What do you like best about the product?
We use ZenDesk as a team. It's a convenient way to record support calls we receive and how we resolve issues.
What do you dislike about the product?
There's a lot of graphs and charts we try to use to keep track of team progress which is a little confusing.
What problems is the product solving and how is that benefiting you?
We keep track of support calls, the work that's been done with calls, email customers and use charts for progress.
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Zendesk is very efficient and easy to use.
What do you like best about the product?
The navigation is really easy as fluid.
What do you dislike about the product?
The latency issues are a bummer but it's still good.
What problems is the product solving and how is that benefiting you?
We used Zendesk as a case generator for customer to email support so we were able to view their support history.
Recommendations to others considering the product:
Do it!
A cool platform to answer helpdesk inquiries
What do you like best about the product?
The software is easy to use when opening customer tickets and entering their order and contact information. Anytime we have Inquiries this tool has no issue with quick turnaround for resolving our problems.
What do you dislike about the product?
The screens are pretty basic and I've only been able to use one screen at a time when logging into customer profiles.
What problems is the product solving and how is that benefiting you?
Eliminates all manual warehouse manager lookup as all data from Wow, CyberSource, etc is found in here.
Recommendations to others considering the product:
I believe this is a viable solution for all small to mid size businesses.
Zendesk, complete solution for customer interactions
What do you like best about the product?
You can use Zendesk to communicate with customers via phone, email and chat. ALL of which can be recorded for easy reference
What do you dislike about the product?
No live chat support option. If I need assistance as a new user utilizing Zendesk, a chat option would provide quick and easy answers.
What problems is the product solving and how is that benefiting you?
Business problems I solve include assisting all clients with their issues and questions when using our services and products.
Great Support Tool
What do you like best about the product?
Zendesk support is easy to implement on your own. Their knowledge base is super helpful and their support team is quick to respond and resolve your issues or answer your questions.
What do you dislike about the product?
The product has a focus on 'groups' where we would prefer to be able to assign or associate by agent. There is a lot to learn from the admin perspective, but there is a learning curve with any new product - this is where their awesome support comes into play!
What problems is the product solving and how is that benefiting you?
Improving our support workflows and increasing efficiency. We are working on creating our knowledge base and hope to use in in conjunction with one of their auto answer products to help make level 1 support more efficient. We have also implemented ZD Talk which has helped us get all communications documented in a single space.
Recommendations to others considering the product:
It's a great support tool. There is so much you can do with the tool and tons of integrations and add on apps to work with.
It's ok
What do you like best about the product?
It was easy to use and integrated with zoho crm
What do you dislike about the product?
Not much you are able to change. Couldn't customize.
What problems is the product solving and how is that benefiting you?
We used as our ticketing system
Quick Support Solution
What do you like best about the product?
The ticket management is robust. There is some good reporting tools. I like the fact that there is a phone app and that the notifications go to my smart watch. It really keeps me notified. This product really does its job. My first day at this job, I was introduced to zendesk. Prior to that I had no experience using a managed online console to manage helpdesk tickets. I am glad it was introduced to me. I will definitely recommend this product to other companies looking to change their helpdesk ticketing system.
What do you dislike about the product?
I wish there were some more integrations with systems that we have here.There was a slight learning curve on the management console. I wish there was a way to easily search for older tickets, I was having trouble finding the first ticket that we ever solved. I would search for ticket 1 and the search would include all tickets with the number 1 in it, instead of the ticket that I was actually looking for. If there was a way to improve this search system then it would be almost perfect
What problems is the product solving and how is that benefiting you?
All kinds of support issues, including printer problems, account issues, granting access to projects, etc. We also get tickets just notifying us of potential hacking and spam emails that our end users get.
Recommendations to others considering the product:
Try it out. You can't get everything from a review, sometimes a trial is all you need to put you in the right direction.
Does EVERYTHING
What do you like best about the product?
They have a solution for just about everything a customer service team could need.
What do you dislike about the product?
As with all products, there a little things here and there but overall it's great. I wish they would give the Self-Service tools a little more love.
What problems is the product solving and how is that benefiting you?
1. organizing our support tickets is much easier to manage with zendesk
2. providing us a resource to host self-service content is
2. providing us a resource to host self-service content is
Amazing support, on a fantastic product
What do you like best about the product?
Zendesk Chat makes it easy and seamless to chat with your customers. The interface is appealing, and the features are really robust.
What do you dislike about the product?
Sometimes they roll out new features which actually replace or change the way that the platform works. I really like the fact that they have a ton of features, but when it replaces or impedes the workflow it can take a while to get up to speed. This can be a pain point of those having to use the product.
What problems is the product solving and how is that benefiting you?
The ability to interact with customers in a live setting.
Recommendations to others considering the product:
You should definitely try it out. The support team is really friendly and quick to respond if there happens to be any downtime. The platform performs well, and is pretty easy to figure out. It looks fantastic on the backend, and allows you to integrate your companies look into the product.
No reason to use anything else with Zendesk Support.
What do you like best about the product?
Support tickets are automatically created from chats, greatly simplifying the process of escalating a chat conversation to a ticket. This keeps our processes for escalating issues to specialist teams straightforward. Lots of options for triggers and user management. The built in analytics are good, and you can export a lot of data to CSV to do your own analysis. Good API access. We can also see everyone currently using the site, and reach out proactively.
What do you dislike about the product?
I'd like to see more options for controlling the availability of the widget. For instance, temporarily shutting down chat (maybe for an impromptu meeting, or fire drill) requires adjusting the business hours of the department. Also, it's not possible to automatically disable chat (pushing requests to email instead) if the online agents aren't able to keep up with the current demand.
Integration with Zendesk Support isn't all the way there—there's no real distinction between visitors and conversations when it comes to tagging. Macros are not shared. Chats do not match 1-to-1 with tickets, so there can sometimes be problems if a person's second or third chat within a few hours needs to be escalated. (The ticket will be assigned to whoever handled the first chat of the visitor's session.) I expect this to get better in the future, as it's frequently updated with new features.
Integration with Zendesk Support isn't all the way there—there's no real distinction between visitors and conversations when it comes to tagging. Macros are not shared. Chats do not match 1-to-1 with tickets, so there can sometimes be problems if a person's second or third chat within a few hours needs to be escalated. (The ticket will be assigned to whoever handled the first chat of the visitor's session.) I expect this to get better in the future, as it's frequently updated with new features.
What problems is the product solving and how is that benefiting you?
We have Zendesk Chat on every page of our product, so support is always a click away. We handle hundreds of conversations through Zendesk Chat each day. We use the reporting features for planning schedules, new hires, and better self-service resources.
Recommendations to others considering the product:
If you're using Zendesk Support, I definitely recommend adding Chat.
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