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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
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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)
Helpful with Beginner Support Teams
What do you like best about the product?
A great tool for small support teams. Easy to use and a great to organize support tickets
What do you dislike about the product?
A little challenging to start. Takes time to create custom fields. The Reporting function isn't useful because we rely on our Tech Team to create integrations, etc. It doesn't accurately reflect the time it takes for Support to solve tickets.
What problems is the product solving and how is that benefiting you?
A great space to easily communicate between customers and support.
Recommendations to others considering the product:
It takes a couple of weeks to onboard and to be completely comfortable with the platform. It has its limitations (some of its integrations are iffy) but overall it is a great tool to use when you are first setting up your Support team.
Good tool, Some bugs
What do you like best about the product?
I like the ease of use and how it is effective for cross functional use
What do you dislike about the product?
Sometimes when you add in two zendesk connected aliases, it will only send to one because it doesn't have the ability of reading that there were two tickets that needed to be created
What problems is the product solving and how is that benefiting you?
Facilities and IT ticketing systems, tracking queries and completion
Recommendations to others considering the product:
If you like advertising your brand while working through email as a ticketing system, this is the program for you.
A little overwhelming, but detailed tool
What do you like best about the product?
Zendesk allows you to make internal notes that can only be seen by other administrative users in Zendesk but don't actually send as responses to user emails, which allows everyone to easily keep tabs on whether or not a support request is being addressed and how.
What do you dislike about the product?
It can be an overwhelming interface at first. There are a lot of features available and many settings, so it takes a while to get used to.
What problems is the product solving and how is that benefiting you?
We are able to organize and consolidate our support requests from our users. We can prioritize, see which ones have been processed and closed, and we can get feedback on the quality of support, which helps us to improve.
Easy to get used to.
What do you like best about the product?
Zendesk is super easy to use, once you get exposure to it. I like that the platform pulls up the customers information with the email they reach out to us with. It is so convenient to have all the information at hand rather than asking for more information from the customer who wrote in and wants an answer right away.
What do you dislike about the product?
I'm not too sure of what I dislike about the platform. Maybe the software can figure out a way how to merge tickets you get from the same customer so that there isn't back and forth communication.
What problems is the product solving and how is that benefiting you?
I am using Zendesk for Customer Service inquiries. It helps us communicate with our customers in a timely manner.
Recommendations to others considering the product:
Zendesk is pretty self-explanatory and simple to use! I would recommend it to other companies looking to use this as a customer service support platform.
Zendesk for email and social media ticket management
What do you like best about the product?
Flexible ticket management, customizable field entries for agents, custom analytics dashboards to look into those custom field entries is great, SEO works well and our support articles are easily discovered on Google.
What do you dislike about the product?
Knowledge base is limiting, customer ratings for articles requires being logged in to Zendesk, which is a big ask for casual users. Articles are confined to a hard categorical organizational structure, tags are only for search and often not relevant search results compared to Google.
What problems is the product solving and how is that benefiting you?
Billing and account email support, responding to users in social media.
Good multichannel support
What do you like best about the product?
- You can manage "macros" that will help you to save time.
- You can integrate Zendesk with Zapier, Salesforce, Salesmachine, etc.
- You can follow the statistics of your tickets by team members.
- You can integrate Zendesk with Zapier, Salesforce, Salesmachine, etc.
- You can follow the statistics of your tickets by team members.
What do you dislike about the product?
- The interface is a bit old, not always user friendly.
What problems is the product solving and how is that benefiting you?
Zendesk help me to gather all the support demands in one place (Phone, chat, mail, in-app questions).
We can improve our efficency by following the statistics of our support team.
We can improve our efficency by following the statistics of our support team.
Recommendations to others considering the product:
A good support tool.
Solid product
What do you like best about the product?
It’s easy to manage tickets and chat. I love that the chat automatically gets tracked as a ticket.
I also love that zen desk integrates with many other platforms like sales force and harvest.
I also love that zen desk integrates with many other platforms like sales force and harvest.
What do you dislike about the product?
It’s not easy to run reports, and it’s not the details I’m looking for.
What problems is the product solving and how is that benefiting you?
Resolving customer tech issues, answering chats for easy use by customers, and escalating bugs to engineering.
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