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Lots of Features and also Advanced Reporting Metrics
What do you like best about the product?
Zendesk is a really helpful tool for tracking tickets, agent average handle time, and identifying support roadblocks that drive up support through the use of tags. It's mostly intuitive to use and there are lot of options to customize through macros, a help center, etc.
What do you dislike about the product?
The overall interface looks dated and a bit "clunky." Compared to other products I've used it's one of the lesser "clean-looking" ticket management tools out there. There are some quirky differences as well between emailing customers and using the newer "Messaging" component.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us identify which types of tickets are bringing in the most support. It helps Managers and Leads view average handle time and team occupancy to ensure we're well-staffed.
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Works as they want it to work
What do you like best about the product?
Seamless integration of chat email and social media
What do you dislike about the product?
Creating reporting is a monster and not enough resources for a novice without paying for additional support.
What problems is the product solving and how is that benefiting you?
Able to take all customer interactions in one spopt
Best support/crm available
What do you like best about the product?
The customization and just having the ability to have someone from zendesk help when being stuck
What do you dislike about the product?
I would have to say would be response time with the support portal. When trying to get assistance sometimes the zendesk agents take a little bit of time to respond
What problems is the product solving and how is that benefiting you?
Support has helped me with many many different issues. From chat to messaging to support to explore to guide. They've been very very helpful
My absolute favorite platform of all time is Zendesk Support Suite
What do you like best about the product?
A platform that combines lead generation with customer service and gives various customization options combines your social media, phone, and chat in one place. Prioritizing new tickets above tickets with SLA breaches allows us to maintain our service level agreements (SLA) with our clients. I have no trouble selecting the tickets in the views I wish to resolve. It aids in us fulfilling our quota. Our production is increased.
What do you dislike about the product?
I have no major dislike at all. A comment that has already been posted cannot be edited. When a customer contacts a business many times and multiple tickets are opened.
What problems is the product solving and how is that benefiting you?
We are using Zendesk to organize our customer service requests in a highly effective and transparent fashion, allowing us to prioritize issues and promptly and efficiently reply to our user base promptly and efficiently.
Zendesk has been very useful when performing my daily tasks,communicating with clients and providers
What do you like best about the product?
It's very organized, you can easily navigate and find tasks whenever you need to, it's also very helpful when communicating with clients and providers. Highly recommend
What do you dislike about the product?
none so far, my experience with Zendesk has been nothing but great
What problems is the product solving and how is that benefiting you?
When it comes to tasks, ZD can organize the tickets according to their urgency, productivity also increases when using ZD.
The Zendesk incident management software could use improvement, but the support is stellar.
What do you like best about the product?
Whenever I have a question or a problem, the support staff are available via chat directly within the app, and respond immediately. In every situation, they were able to resolve my problem, and in a timely fashion.
What do you dislike about the product?
The application itself should have more enterprise-class features. The limitations on the number of shared views, for example, let alone the fact that these should be handled in a different manner.
What problems is the product solving and how is that benefiting you?
It's the support suite used by the company I'm supporting. That's about all I can add here.
Easy to Use and Setup
What do you like best about the product?
Easy set-up. The ease includes the phone setup. You can count on getting up and running in no time.l
What do you dislike about the product?
Other CRMs thread your customer interactions in a much more digestible way. In Zendeesk, if you want to see the history between you and a specific customer, you need to search for your customer's email/phone to see all tickets associated with them. This leaves you opening and closing multiple tickets to find the interaction you are looking for. It's a bit cumbersome and not efficient.
What problems is the product solving and how is that benefiting you?
Easy reporting is the biggest reason we went with ZenDesk. The built-in reports make it easy to gather and understand your data quickly. Your Agents will be able to digest this data with no problem.
I love how helpful the support agents are!
What do you like best about the product?
If you cannot find what you are looking for you can connect with a live agent to assist you! :)
What do you dislike about the product?
I tend to not be able to fin what I am looking for which means I have to talk to a live agent but all the live agents have been wonderful to work with.
What problems is the product solving and how is that benefiting you?
Loading of chat(I pull data to be able to see if my agents are doing what they should be)
Issue contacting our customers via ZD
What do you like best about the product?
Able to get a response within a relatively short window.
What do you dislike about the product?
Sometimes the issues are a little harder to explain in written form. I know this is probably easier for ZD agents to be able to respond, but can lead to a bit of back and forth
What problems is the product solving and how is that benefiting you?
Most of the time, the issues are things we can figure out. However, it's nice to know that we can reach out to support if we have problems. In this case, we addressed an issue that may be more painful in the future.
a bit complicated but still efficient
What do you like best about the product?
the easiest way to make contact with customer and have their feedback live
What do you dislike about the product?
the fact that the new updated is so limited and can be difficult to get use to specially that now everything is in one dash
What problems is the product solving and how is that benefiting you?
it is the best platform to have feedbacks from customers and partners and have a direct chat with them and traceability through tickets
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