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Great tool for communicating with customers via tickets
What do you like best about the product?
Zendesk has come a long way since my company started using them about 5 years ago. It really is an easy to use tool for communicating with customers. They also have API support that allows you to interact with zendesk using other tools your organization might use.
What do you dislike about the product?
They need to come up with a better way to organize bug and outage tickets. Currently, they are just created as a normal ticket with special tags.
What problems is the product solving and how is that benefiting you?
We are able to quickly and easily communicate with customers. Zendesk also allows us to quickly adapt to business changes because we have total control of our zendesk instance.
Recommendations to others considering the product:
This is a great tool for anyone looking for a ticket system to handle customer issues.
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Making it easy to support our users
What do you like best about the product?
The interface is very simple and easy to use and being linked to our Zendesk allows us to have all the data and analytics in one place
What do you dislike about the product?
I would like there to be more advanced analytics and metrics
What problems is the product solving and how is that benefiting you?
Reducing the customer effort to contact support
Chat that simply works
What do you like best about the product?
The chat response templates and the metrics dashboard.
What do you dislike about the product?
It's a bit expensive compared to others out there.
What problems is the product solving and how is that benefiting you?
Open a new channel for prospects and customers to communicate their needs and concerns with us.
Recommendations to others considering the product:
Great chat feature and it's nicely integrated to other service desk modules but it seems to be more expensive when you start adding on the other modules compared to other companies out there.
Zendesk is great!
What do you like best about the product?
We've integrated all our system into zendesk, so now we only need one portal to have our agents manage contacts.
What do you dislike about the product?
Social media integration is lacking and needs updates - Specifically public social media comments.
What problems is the product solving and how is that benefiting you?
We're handling customers right away to the best of or abilities
Recommendations to others considering the product:
Give it a trial!
Zendesk is everything
What do you like best about the product?
Centralized dashboard for anything and everything that has to do with customer communication inbound and outbound!
What do you dislike about the product?
Insights/Analytics is tricky to work with since there are so many variables to select and consider. Training is still needed on our team here.
What problems is the product solving and how is that benefiting you?
Easy communication with our customers. Information is all in one place with the Shopify app integration so we can really utilize all of our customer's information to best help them and suit their needs. Additionally, we are able to prioritize issues and use bots to help deflect and save time for our agents.
Zendesk support is a very easy to use and intuitive platform
What do you like best about the product?
I like how Zendesk support is very user friendly. All the members of our team, no matter how tech-savvy, can easily use it.
What do you dislike about the product?
I don't really have any dislikes for this softoware.
What problems is the product solving and how is that benefiting you?
We use Zendesk support to fix problems with our online ordering system.
Zendesk is okay
What do you like best about the product?
It is easy to pass tickets throughout our organization depending on the issue and maintain integrity of issues. We previously had to pass issues from Freshdesk to JIRA and that caused issues with "Telephone" between Support/Implementation/Product.
What do you dislike about the product?
It is difficult to search tickets and since my role requires me to track trends among bugs and customer issues in a complex product, this is frustrating. ZD is also not intuitive to me to use, and I frequently use a lot of apps/integrations/websites. For example, I would love for the ability to set my own filters or dashboards or have an easy way of organizing my tickets that is not visible to the rest of my company - I'm sure there is a way to do this, but I can't easily figure out how to do it without contacting my ZD administrator at my company.
What problems is the product solving and how is that benefiting you?
Connecting our teams, better/faster/more reliable customer service for our clients, improved metric tracking. I especially like the knowledge base and I think it looks really clean and professional.
Recommendations to others considering the product:
Zendesk is not intuitive to the average user and may require extensive training before the team is ready to transition or begin answering tickets.
Zendesk Review
What do you like best about the product?
Zendesk offers the best mailing solutions, especially when dealing with a large number of emails.
Different teams are able to use one product and view the same communication seamlessly.
This product offers the ability to switch users without necessarily forwarding emails.
Tracking of email communication is simplified.
Allows users to be added to its knowledge base, enabling easy retrieval of email contacts.
Different teams are able to use one product and view the same communication seamlessly.
This product offers the ability to switch users without necessarily forwarding emails.
Tracking of email communication is simplified.
Allows users to be added to its knowledge base, enabling easy retrieval of email contacts.
What do you dislike about the product?
-It is not very clear how its response time is calculated, especially when it comes to ticket handling. This ambiguity can be a downside to those that have targets to meet.
-Duplication of tickets is sometimes experienced which can be annoying and can also create confusion while dealing with either tasks or emails.
-Duplication of tickets is sometimes experienced which can be annoying and can also create confusion while dealing with either tasks or emails.
What problems is the product solving and how is that benefiting you?
-Centralization of communications. This has greatly improved the way emails are handled and has also enabled collaboration at a very high level. This, in turn, has improved response time.
-The ability to keep track of numbers ensures that the company does not work blindly, proper planning has been achieved and goal set in an easy manner.
-The ability to keep track of numbers ensures that the company does not work blindly, proper planning has been achieved and goal set in an easy manner.
Recommendations to others considering the product:
-I do not know if it is possible but if any email inbox can be linked to Zendesk it can be very good. This will allow those users who receive emails or tasks in their mail boxes can directly transfer these in form of tickets to Zendesk.
-Attachments sometimes are a problem to send. The idea of sending attachments embedded in links is not practical sometimes to users who are not used to, and those that are afraid of links. If the mail box model can be adopted, it will solve a lot of communication hurdles.
-Attachments sometimes are a problem to send. The idea of sending attachments embedded in links is not practical sometimes to users who are not used to, and those that are afraid of links. If the mail box model can be adopted, it will solve a lot of communication hurdles.
Works for when I need it
What do you like best about the product?
It works pretty well for my daily work business. I like the preview feature before you send tickets and that you can cross link reports.
What do you dislike about the product?
I wish that it could alert you if a customer has multiple open tickets regarding the same issue. It gets frustrating to always have to unaccustomed history.
What problems is the product solving and how is that benefiting you?
I am solving safety issues related to my.job. we create reports and follow up emails to customers
Great Product
What do you like best about the product?
The ability to apply it with your company needs.
What do you dislike about the product?
Nothing yet as we have been using it for a short period so far.
What problems is the product solving and how is that benefiting you?
Customer service requests.
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