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une très belle experience
What do you like best about the product?
integration de zendesk sur l application la syncronisation sur les réseau sociaux
What do you dislike about the product?
les décloncheur la manipulation mais en bref il reste excelent
What problems is the product solving and how is that benefiting you?
communication en réal time, le support via adresse mail
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Tried & tested solution. Zendesk is the ultimate tool to delight & support our customers.
What do you like best about the product?
Zendesk helped us to serve our customers via multiple channels (SMS, Email, WhatsApp, Call & Social Media) in the most sophisticated manner. Now we are able to resolve 100% of tickets coming in from multiple sources within 24 hrs due to excellent tooling we have thanks to Zendesk.
What do you dislike about the product?
I am familiar with zendesk since I have been using this for the last month & to our surprise, the zendesk team always has a solution for all of our requirements just when we need it, out of the box. so I am yet to discover something which might not be likeable for our company needs.
What problems is the product solving and how is that benefiting you?
It helped us to track and assign tickets efficiently & reaching out to customers from whatever medium they prefer zendesk has it all. Also, it allows us to set great automation and create a self-serve system for our customers using Gather.
A new world, with many pros and some cons
What do you like best about the product?
It gives you the freedom and tools to develop a structure in your customer support channels while maintaining flexibility to adapt to your needs. Evaluations of competitors have shown a higher degree of personalisation.
Support truly works their way up to the solution of bugs found.
Support truly works their way up to the solution of bugs found.
What do you dislike about the product?
Research doesn't work wonderfully:
- shows you all the results, but the preview is the first line of the conversation, not the specific line where the keyword is found
- if you search for a specific tag with the operator "*" at the end and then order for a particular column, the operator "*" is lost (now SOLVED by issuing a ticket to the support)
Other points:
- if the ticketing system is in CC and not in TO, the message is shown as if it was sent to the ticketing
- the architecture of what happens when an agent is in CC with its email is somewhat complicated or unclear, sometimes generating unwanted extra notifications or lack of notifications
- when proactively creating a ticket to answer a call, for example, the first message never goes out, need to remember to provide a first update on the message
- shows you all the results, but the preview is the first line of the conversation, not the specific line where the keyword is found
- if you search for a specific tag with the operator "*" at the end and then order for a particular column, the operator "*" is lost (now SOLVED by issuing a ticket to the support)
Other points:
- if the ticketing system is in CC and not in TO, the message is shown as if it was sent to the ticketing
- the architecture of what happens when an agent is in CC with its email is somewhat complicated or unclear, sometimes generating unwanted extra notifications or lack of notifications
- when proactively creating a ticket to answer a call, for example, the first message never goes out, need to remember to provide a first update on the message
What problems is the product solving and how is that benefiting you?
Let me manage custom fields for every support case and make some of them mandatory to solve it.
Let me better manage and control the status of each request and the general workload in a particular moment
Let me have a deeper understanding of what we do every day and how things are evolving thanks to a great KPI suite
Let me better manage and control the status of each request and the general workload in a particular moment
Let me have a deeper understanding of what we do every day and how things are evolving thanks to a great KPI suite
Good follow thru
What do you like best about the product?
The agent kept up and responded in a timely manner
What do you dislike about the product?
That I could not chat directly with an agent
What problems is the product solving and how is that benefiting you?
Zendesk can be very difficult at times but the articles are good
Zendesk support is lacking
What do you like best about the product?
The best is probably the UI and the way tickets work
What do you dislike about the product?
There can be a lot of issues, and easy to create inefficiencies. Support for issues is also not great
What problems is the product solving and how is that benefiting you?
It is helping us resolve issues in our units and issues with our guests
Most Straightforward Platform!
What do you like best about the product?
It is very user friendly. Even when you don't know the answer to something, resources are unlimited and the support team are very efficient.
What do you dislike about the product?
The default features aren't always optimal and integrations can be costly. Don't think that's Zendesk's fault though.
What problems is the product solving and how is that benefiting you?
Allows us to communicate with customers across multiple channels which we weren't able to do previously.
Well Rounded
What do you like best about the product?
Omnichannel support, well structured and easy Chat Bot builder, well structured and intuitive ticketing system.
What do you dislike about the product?
Support is slow, and response from the support team takes time, between every response many hours or days pass.
What problems is the product solving and how is that benefiting you?
One place to communicate with customers, solve and follow up on their issues, and minimize handling times by filtering unnecessary communications from customers that are answered by a bot.
Professional Support for Business
What do you like best about the product?
Most helpful is the acknowledgement and advice on time to respond. This helps manage expectations.
What do you dislike about the product?
There is nothing I dislike about Zendesk Support Suite
What problems is the product solving and how is that benefiting you?
Immediate review of our issue and helpful articles and hints to ensure the same problem does not reoccur.
Zendesk Support Suite full customer service solution
What do you like best about the product?
It's the feature that supports the empowerment to an agent.
What do you dislike about the product?
Support Suite has packaged full customer service solution that’s customizable depending on the needs of business. Can't think of anything dislikable at the moment.
What problems is the product solving and how is that benefiting you?
Problem with automatic and proper case/ticket distribution and uncustomizable wiki
Zendesk does everything
What do you like best about the product?
Very customizable, fits our needs, full suite of products
What do you dislike about the product?
I wish the interface wasn't so old school looking. Would like a more modern looking/feeling interface
What problems is the product solving and how is that benefiting you?
Knowledgebase, solving cases, routing between teams
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