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A full featured support suite
What do you like best about the product?
Zendesk allows you to customise the product to look like your company branding. We used to rely on Teams and emails for IT help requests. Having Zendesk has revolutionised how we engage with our internal customers. It makes life so much simpler to keep track of who needs help.
What do you dislike about the product?
Because it is so powerful, it can feel a little overwhelming when you first log on. Spend time looking at the help; once you get used to it, it's very simple. Better integration with Teams would be helpful.
What problems is the product solving and how is that benefiting you?
We have a company of 200 staff without any IT ticketing system in place. This meant users could not track their requests and IT could quickly become overwhelmed by responses coming in from different channels.
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Zendesk for all the support needs
What do you like best about the product?
Zendesk provide us with all the tools that we need on an business support world. From Guides, to Ticketing world, Live Chat, Talk Support etc. With one subscription you can have these variants of support tools.
What do you dislike about the product?
There is no live support from the zendesk support team if we have any issues going on, we need to reach the CSM if we need any immediate help.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us to provide support to our customers and users
A great unified tool
What do you like best about the product?
Using Zendesk has allowed to combine multiple existing tools into one provider. This has allowed us to increase the efficiency of support agents and cut costs across multiple platforms.
What do you dislike about the product?
Zendesk does have a fairly steep learning curve, especially if you are intending to manage this internally. However using the training resources and support articles there is typically always an answer to any question.
What problems is the product solving and how is that benefiting you?
Previously we were managing multiple different tools with no unified system to tie out customer conversations together. Combining everything into Zendesk has allowed us to get a unified vie of our customers and how we can assist them.
Zendesk review
What do you like best about the product?
I really like the way tickets sort into tabs. Batch selecting and assigning, formatting, and the article creation are all very helpful.
What do you dislike about the product?
The way forwarding works is slightly unclear. I would like it if macro's appeared where I have last selected, rather than always at the bottom. I would really like it if there was an undo-send option. Searching for tagged tickets isn't always easy.
What problems is the product solving and how is that benefiting you?
Zendesk helps me work through all emails customers send my company and make it possible to respond to 100% of the support emails we receive.
une trés bonne expérience avec
What do you like best about the product?
son intérface, la relaction clients les tickets
What do you dislike about the product?
boucoup de déclencheur j'arrive plus, la fermuture des ticket , assisstance en réal time
What problems is the product solving and how is that benefiting you?
la tracabilité, le suivie des réclamation
excellente expérience
What do you like best about the product?
la relation client l'affectatin de ticket les chat instantané, intégration de la boite support
What do you dislike about the product?
les déclencheur, ls bug constaté des la fermuture des ticket
What problems is the product solving and how is that benefiting you?
affectation de ticket, la tracabilité des chats en réal time
Excellente expérience
What do you like best about the product?
Les statistiques en temps réel, la traçabilité des réclamations pour chaque client
What do you dislike about the product?
Les déclencheurs, le manque des mises à jour ainsi et le plus important dans tout ça c'est la non disponibilité d'un service support
What problems is the product solving and how is that benefiting you?
Le suivi des réclamations et l'assignation et l'affectation des tickets vers d'autres services
Industry standard for large teams
What do you like best about the product?
The tool is completely configurable to an organization's needs - if you're looking for a highly scalable industry standard tool with highly trained staff then you should choose Zendesk
What do you dislike about the product?
To correctly implement and benefit from Zendesk you need to have prior knowledge or you need to complete a thorough amount of training. The tool is highly configurable, so the team needs to be trained properly , which becomes time consuming
What problems is the product solving and how is that benefiting you?
Zendesk tool is the best ticket based support tool out there - conventional businesses, having a ticket based approach, can easily build their support stack around Zendesk
The perfect tool for running your customer support organization
What do you like best about the product?
I have been using Zendesk since 2015 (7 years at the time of writing this review). I have seen it go through a sea of change. Things, I like:
- Queues
- Analytics (Zendesk Explore). It's an excellent tool to make tactical as well as strategic decisions.
- Automation
- Triggers
- Integration (It's fantastic to get slack notifications when events on tickets happen)
- Help Center (If you want to run a Knowledge-Centered Support, Zendesk Guide is simply awesome). I love the folder structure, role-based access control, web analytics including integrations with Google Analytics
- Queues
- Analytics (Zendesk Explore). It's an excellent tool to make tactical as well as strategic decisions.
- Automation
- Triggers
- Integration (It's fantastic to get slack notifications when events on tickets happen)
- Help Center (If you want to run a Knowledge-Centered Support, Zendesk Guide is simply awesome). I love the folder structure, role-based access control, web analytics including integrations with Google Analytics
What do you dislike about the product?
- The mobile interface is extremely limited and tough to navigate
- Inability to put custom fields in the End-user's (on help center) view of their tickets without putting coding efforts
- Email support. This is especially a weak point. Their response time is huge. However, the chat support is relatively faster
- Inability to put custom fields in the End-user's (on help center) view of their tickets without putting coding efforts
- Email support. This is especially a weak point. Their response time is huge. However, the chat support is relatively faster
What problems is the product solving and how is that benefiting you?
- The entire Support load (tickets, chats, tweets)
- Zendesk Guide helps me run a Knowledge-Centered Support, where customers get to self-serve themselves using Knowledge Base Articles. This means they no longer need to contact the support team (Metric to check: Deflection)
- Zendesk Guide helps me run a Knowledge-Centered Support, where customers get to self-serve themselves using Knowledge Base Articles. This means they no longer need to contact the support team (Metric to check: Deflection)
Zendesk is a top notch support system
What do you like best about the product?
Extremely configurable, and as you would expect, great support. We only used a small fraction of the capabilities but customized it to make things easier for everyone and retain customers.
What do you dislike about the product?
It's not that I dislike it, but you will need at least two administrators to run Zendesk and maintain the software with internal personnel and external customer requirements. The only reason I didn't rate this a 10 is because you need to be aware of allocating staff to help out. It's really only a burden during setup, but it's nice to have a couple people keep an eye on how things are working.
What problems is the product solving and how is that benefiting you?
I looked at our numbers regarding revenue and client retention, and it was a cost saver to implement Zendesk instead of continuing to use email and phone for 1st tier support.
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