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Taylor G. is the Greatest Asset to the ZD Support Staff
What do you like best about the product?
I like Taylor G the best. He is the third support staff member that I spoke with and the first to offer me a full resolution. I don't have admin rights to our account so Taylor not only sent me the links to the articles discussing how to fix our problems he also sent screenshots so I could pass those on to our admin. He was timely, he was considerate--everything that I want and someone who is supporting me.
What do you dislike about the product?
Getting support through a widget it's undesirable. I don't know if I'm going to get someone who only has minutes left in their shift so I won't get answers and they don't tell you when they leave.
What problems is the product solving and how is that benefiting you?
Messaging issues
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Experience with zendesk
What do you like best about the product?
I like the best when you can easily find the solved and closed ticket to get your monthly performace and also I like using the macros on the zendesk since they are very easy to use
What do you dislike about the product?
i quite dislike the zendesk when I'm using the play button since it cannot respond accurately when there's so many users who are active and cannot assign ticket to you properly
What problems is the product solving and how is that benefiting you?
The request of every client were able to solve using this zendesk and it is very user friendly that we can get our quotas for the job and we can also meet the expectations of clients
Easy to use. Require very little training
What do you like best about the product?
Ease of use.
Greate knowledge base.
Support team is very responsive
Greate knowledge base.
Support team is very responsive
What do you dislike about the product?
Very restricted in the basic package. Very minimal in the offering.
Things that I come to expect as basic are not suggested - like configuring reports, etc....
Things that I come to expect as basic are not suggested - like configuring reports, etc....
What problems is the product solving and how is that benefiting you?
Very friendly out of the box customer support
It offers a lot of options to tailor the tool to your teams needs.
What do you like best about the product?
There are a lot of options for automations to make the support agents' lives easier. We have a complex team structure and processes and can still accommodate them. Most of the time the product is intuitive to use. The documentation is extensive and helpful.
What do you dislike about the product?
Sometimes small feature requests, that seem they should be standard in the product, take forever to be implemented or are never implemented at all. It has happened a couple of times that I was looking to do something and found a feature request from 2017 and it's still not there, even though there are lots of people who are asking for it.
What problems is the product solving and how is that benefiting you?
Our support team is spread across the globe, we have customers in different time zones and some of them need special treatment. Using triggers, groups, views and multiple SLAs and schedules helps us proving the excellent and timely support.
We have partnered with Zendesk for years for good reason!
What do you like best about the product?
What I like best about Zendesk is how powerful of a tool it is and how much control it provides the user.
We utilize a lot of the triggers, automation, and integrations that Zendesk has to offer. The benefit of using Zendesk is that it is also recognized by a vast majority of other software out there, so it is easy to integrate with them.
We utilize a lot of the triggers, automation, and integrations that Zendesk has to offer. The benefit of using Zendesk is that it is also recognized by a vast majority of other software out there, so it is easy to integrate with them.
What do you dislike about the product?
A majority of things in Zendesk work, but the thing I dislike is how in some parts of the reporting system it can be hard to work with tens of thousands of tickets.
What problems is the product solving and how is that benefiting you?
Zendesk solves the problem of us needing a chat, phone, and ticket system by providing it in an all-in-one platform. Additionally, it has a great way of collecting data amongst the channels and helps us make data-driven decisions.
Really Great
What do you like best about the product?
It's easy do use and very helpfull, think its the best ferrament I've used
What do you dislike about the product?
There's a few problems, actually, more like bug
What problems is the product solving and how is that benefiting you?
There's always updates
The only issue that keeps it from highest score is that its not in danish
What do you like best about the product?
that our agents have the support app on there iPhones
What do you dislike about the product?
some dont speak english so missing that all was in danish
What problems is the product solving and how is that benefiting you?
it keeps track of all our agents daily repair jobs
Great help desk, rightfully an industry leader
What do you like best about the product?
Its user interface is so easy to understand I was able to hit the ground running with very little to no learning curve.
Its ability to integrate slack conversations and Jiras is beneficial for my occupation.
Custom views are incredible and let me choose how I want to see my tickets.
Its ability to integrate slack conversations and Jiras is beneficial for my occupation.
Custom views are incredible and let me choose how I want to see my tickets.
What do you dislike about the product?
The 'talk' feature is pretty inconsistent; we often experience dropped calls and clients unable to hear us or vice versa. Sometimes the client calling our support line will show up as a suspended user, and Zendesk will not record the call.
I also strongly dislike how there is no native application for Zendesk, so I'm not able to get notifications to my computer via email, an outdated medium for notifications.
I also strongly dislike how there is no native application for Zendesk, so I'm not able to get notifications to my computer via email, an outdated medium for notifications.
What problems is the product solving and how is that benefiting you?
Helps solve the tracking and reporting issues regarding the CRM I work with.
Keeps all communications with clients in one spot which is a wonderful experience.
Keeps all communications with clients in one spot which is a wonderful experience.
New to Zendesk but it is a very powerful tool
What do you like best about the product?
The ease of ticket creation and customizability to any ticketing system. Our agents use this to assign our tickets with ease based on competency and the fact that Zendesk has an ability to change ticket statuses automatically based on client's response is really good
What do you dislike about the product?
Some things that I would like to see improvements on:-
1. Search functionality in views
2. Bulk deletion of Organizations
3. Ability of contributors to see new tickets since our account managers are added as contributors and they should be able to see new tickets that are raised for their clients
1. Search functionality in views
2. Bulk deletion of Organizations
3. Ability of contributors to see new tickets since our account managers are added as contributors and they should be able to see new tickets that are raised for their clients
What problems is the product solving and how is that benefiting you?
Zendesk has helped our customer success team to interact directly with clients hence saving time for Account Managers to do what they do best, build businesses. Too soon to say if the performance has increased since we were used to Trello but I feel we are headed in the right direction
Cancelation HELL
What do you like best about the product?
We've used it for some time, it is ok more or less. There are many drawbacks but the point of the review is about trying to stop using them.
What do you dislike about the product?
We've been using Zendesk for years. Now we've switched to a different provider for different reasons mainly constant upsells for any minor basic features. Let's say you want to get some basic stats and pay 300-500 more each month. Anyway, I've been trying to cancel for months now.
1. They've disabled the ability to reduce seats in the account. When you try to do that it says to contact support.
2. Finally, I hunted where you can contact support. After fighting the bot and a long wait they assured me that they will reduce seats and passed my request to a manager.
3. 2 weeks go by, and nothing happens. I try to reach out again. The same thing.
4. I try to reach out to the "manager", he is on vacation.
5. They pass me to a manager of a manager. He does not respond.
6. I reach out again, but now the support does not respond. Even if they do respond they will pass me back to a manager of a manager of a manager who probably does not exists.
They try to squeeze every last dollar until you cancel the card or claim it stolen. It's been going on for 2 months now and I'm still paying for the service I do not use.
Beware of this company. Do not give your credit card to them. You'll go through hell to cancel it.
1. They've disabled the ability to reduce seats in the account. When you try to do that it says to contact support.
2. Finally, I hunted where you can contact support. After fighting the bot and a long wait they assured me that they will reduce seats and passed my request to a manager.
3. 2 weeks go by, and nothing happens. I try to reach out again. The same thing.
4. I try to reach out to the "manager", he is on vacation.
5. They pass me to a manager of a manager. He does not respond.
6. I reach out again, but now the support does not respond. Even if they do respond they will pass me back to a manager of a manager of a manager who probably does not exists.
They try to squeeze every last dollar until you cancel the card or claim it stolen. It's been going on for 2 months now and I'm still paying for the service I do not use.
Beware of this company. Do not give your credit card to them. You'll go through hell to cancel it.
What problems is the product solving and how is that benefiting you?
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