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Zendesk
What do you like best about the product?
The ability to share tickets with other members of the team
What do you dislike about the product?
The inability to see the ticketnif you are not a registered user
What problems is the product solving and how is that benefiting you?
Organization of Customer Support
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Zendesk Chat was everything we needed and more
What do you like best about the product?
I loved that my team was able to conduct more than 1 chat at a time as well as using the macros (Canned responses) for Frequently Asked Questions. It was also really easy to implement.
What do you dislike about the product?
I would have liked to see what the customer was typing before they actually sent their message so we could begin creating a response as early as possible leading to quicker response times.
What problems is the product solving and how is that benefiting you?
We wanted to add an additional method of communication with out customers. We didn't want out customers to feel like they had to call in every time. Chat has helped customers solve problems within a matter of minutes rather than an arduous process of calling in.
An overall good experience
What do you like best about the product?
Chats are easy to manage. Inbound customer's screen is helpful.
What do you dislike about the product?
Ideally we could create a ticket from a chat while keeping it open.
What problems is the product solving and how is that benefiting you?
We're providing advanced support for higher tier customers
Zendesk is the best!!
What do you like best about the product?
It is the easiest to use and setup for end users and techs!!
What do you dislike about the product?
Other systems have not opened enough of the their API in order to integrate better with Zendesk.
What problems is the product solving and how is that benefiting you?
We needed a single Service Desk that could handle both ticket lifecycle and a Help Center. With Zendesk we get both!!
Recommendations to others considering the product:
No need to look elsewhere Zendesk is where it is at!!
Reliable
What do you like best about the product?
I enjoy the ease of use. Learning how to use Zendesk is a breeze for all of my new hires.
What do you dislike about the product?
I wish there were more tracking and statistics and I wish the Reports feature was as easy to use as the agent dashboard. It is incredibly difficult to create brand new reports even when using previously created ones for reference.
What problems is the product solving and how is that benefiting you?
We previously used Fusedesk, it was basic and had many trouble. Zendesk provided us with a platform that didn't have any of the Fusedesk struggles and offered voice! We switched from landlines to headsets and it was glorious.
Recommendations to others considering the product:
I'd say to make sure and weigh out all options, Zendesk has many features we don't utilize so I can't say 100% they're all great but it's the best we've had so far.
Check out articles, and there are tons of charts listing what the differences between different helpdesks are. If you're a tiny team that doesn't need much then Zendesk may be a little overwhelming.
Check out articles, and there are tons of charts listing what the differences between different helpdesks are. If you're a tiny team that doesn't need much then Zendesk may be a little overwhelming.
Goes down often
What do you like best about the product?
being able to see if a teammate is working on a ticket
What do you dislike about the product?
there are often outages and we have no way to communicate with our clients outside of regular email and twitter
What problems is the product solving and how is that benefiting you?
we use the tool to find feature requests, bugs, and solve issues customers are having with our tool
Recommendations to others considering the product:
Be aware of outages. If your company uses a crm like salesforce zendesk is not great with integration.
Does what its supposed to do
What do you like best about the product?
Relatively simple implementation, easy for agents to manage day-to-day, frequent updates to functionality, nice interface, good support/helpdesk documentation and services.
What do you dislike about the product?
Salesforce integration is limited and clunky, wish that I could integrate multiple talkdesk accounts.
What problems is the product solving and how is that benefiting you?
Knowledge Base, ticket management
Recommendations to others considering the product:
Beware the salesforce integration, if not done properly its almost impossible to really access Zendesk data in a convenient way for any teams that need insight into specific tickets.
ZenDesk review
What do you like best about the product?
It's an easy place to view, edit, and manage client questions and concerns in one place.
What do you dislike about the product?
There are certain fields missing, such as the ability to order by priority.
What problems is the product solving and how is that benefiting you?
Client concerns and questions are the biggest business issues being solved. We benefit from the feedback to enhance our services
Great support
What do you like best about the product?
Easy to use, clear thread of communication
What do you dislike about the product?
When searching for tickets internally the icons aren't the most obvious
What problems is the product solving and how is that benefiting you?
Client support questions
Solid ticketing system
What do you like best about the product?
A straight forward system for managing tickets and queues. Also the ability to connect this to our surveying platform rather seamlessly was very nice.
What do you dislike about the product?
At times there were limitations as we tried to expand the usage outside of just a ticketing system.
What problems is the product solving and how is that benefiting you?
An easy and mostly seamless process for allowing support and success reps to interact and manage queues of tickets with our customers.
Recommendations to others considering the product:
Make sure to do some research. This is a great too so long as you understand exactly how it works. Ultimately we just outgrew it.
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