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Intuitive, simple, easy to use
What do you like best about the product?
How easy it is to navigate the platform in a hurry, the macros and shortcuts make my life 100 times more accessible, and I can settle into a steady rhythm when working on issues.
What do you dislike about the product?
Specific options are baked in, and some are missing altogether. For example, a dark theme that would make it easier on the eyes and the ability to unmerge a ticket would also be widely appreciated.
What problems is the product solving and how is that benefiting you?
Expanding the ways our customers can get in touch with us (phone, email etc..), the integrations with other platforms allow us to work seamlessly with other teams.
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I love how customizable Zendek support suite is, but it will take some time to learn
What do you like best about the product?
We love the fact that reports are easily customizable and shareable, creating macros is intuitive, and it's an easy tool for our team to use and learn with no hassle.
What do you dislike about the product?
The fact that we can't have different macros for multi-brands, it's awful. We have to differentiate macros from our two brands by name, which is not ideal. The sync with social media isn't suitable for us either, it's not fluid, and we had to get a 3rd party tool to handle these.
What problems is the product solving and how is that benefiting you?
The ability to stay in touch with our users and to reach out to them every time we need. Track our team's progress. Learn from CSAT. Many more.
The tool is fast, high available and trustfull
What do you like best about the product?
The tool is really easy to use and manage. I appreciate the performance and the high availability. The best thing on this is that we can trust and it is realiable
What do you dislike about the product?
The licensing management is a little bit confusing, different roles can consume the same license, I had a hard time understanding that, but the support team from zendesk was helpful and gave me a fast response
What problems is the product solving and how is that benefiting you?
It is helping my company share product documentation and updates to our customers, it easy to manage and integrate via API, at the moment our inside product help depends totally on zendesk
ITS EASY AND EFFECTIVE , GREAT SUPPORT
What do you like best about the product?
Zendesk support is easy to use, and response time is quick and convenient, the app itself is easy to use or let us say user friendly and manageable , id highly recomend it
What do you dislike about the product?
the down side is we are currently not using the call function so we do not have total control over calls , on the chat side Zendesk does give some errors when a browser is to full
What problems is the product solving and how is that benefiting you?
well the app does update a lot and nnew functions are visible, the new knowledge center function is great, and it does give information quicker , further more I can not say i have any problems
The easiest support solution I've ever used
What do you like best about the product?
How easy it is to integrate into everything, including code snippets for UI, simple guides for dns, email, etc.
What do you dislike about the product?
there are a few missing features, like setting different sizes for the widgets, but those are mostly not important enough.
Also, some features require talking to support and are not 100% self service.
Also, some features require talking to support and are not 100% self service.
What problems is the product solving and how is that benefiting you?
It provides an easy to use helpdesk solution for all our support needs. Having used several others before both as an admin and as a support engineer I can easily say this is the best one thus far.
Good backend tech, disappointing configurability and admin features
What do you like best about the product?
The backend tech / APIs are a great feature , as well as the ZAF / Zendesk Marketplace which is a good idea. Being able to write your own apps is a real bonus as well
What do you dislike about the product?
The complete lack of configurability on the administrsation profile. It doesn't allow for logical separation of data, or to stop autofill of the requester field (we're a white label party reselling either our own support services OR reselling a support tool to our clients. Unfortunately the lack of possibility to hide other client data from these 3rd parties has bought us to the point where we're going to move onto another platform which allows us to logically separate data.
The admin tools, including business triggers become gradually more and more available the more yiu pay per seat - unlike, for instance Oracle Service Cloud = which provides superb config and admin tools from the get go.
I was also not at all happy with the general level of service we received when we had any issue - with SLAs not being met. One 15min-24 hour SLA didn't receive a response until I prompted my AM after a week. When the answer arrived I'd figured the issue out myself.
My predecessor - who ordered initially one instance - went to her AM and described her problems. Whilst I know "buyer beware" is a thing, no help was actually provided. She was simply sold 2 further instances. My first ticket to support I was told that our business model is not supported by Zendesk and it would only work if we bought a separate instance for every brand, ]
If support could tell me thaqt so quickly, why did the AM just say "buy more instances"?
Very unhappy with this element of the service. I could go on but this is supposed to be balanced.......
The admin tools, including business triggers become gradually more and more available the more yiu pay per seat - unlike, for instance Oracle Service Cloud = which provides superb config and admin tools from the get go.
I was also not at all happy with the general level of service we received when we had any issue - with SLAs not being met. One 15min-24 hour SLA didn't receive a response until I prompted my AM after a week. When the answer arrived I'd figured the issue out myself.
My predecessor - who ordered initially one instance - went to her AM and described her problems. Whilst I know "buyer beware" is a thing, no help was actually provided. She was simply sold 2 further instances. My first ticket to support I was told that our business model is not supported by Zendesk and it would only work if we bought a separate instance for every brand, ]
If support could tell me thaqt so quickly, why did the AM just say "buy more instances"?
Very unhappy with this element of the service. I could go on but this is supposed to be balanced.......
What problems is the product solving and how is that benefiting you?
None really - certainly not in a satisfactory manner. Even the data export (with comments) is almost impossible to use in a meaningful way, and we had to write our own scripts to extract what data we wanted. Not really an acceptable feature
More on offer than Freshdesk
What do you like best about the product?
The system is capable and more sophisticated than other help center tools. I love the automation and level of detail you can track your support center tickets and requests.
What do you dislike about the product?
The admin area of Zendesk is very white. They underuse color. Using more color throughout the admin area to distinguish customer and staff replies would make the admin area easier to use.
What problems is the product solving and how is that benefiting you?
It allows use to track granular ticket data to ascertain exactly what is demanding our support team's time. Zendesk has a conditional form that I can force my staff to update for higher data accuracy.
All the power at your service, all you need to learn is available in the Community
What do you like best about the product?
Once you install it you have a guide to help you get started and using Zendesk. You can go deeper and deeper in the configuration to adapt the Suite to your needs and provide an excellent customer experience. And if you need help, everyone is around, just search or ask the Community.
What do you dislike about the product?
Zendesk customer support has incorporated the flowbot, which is a great product solution. However, I feel talking to a bot is not ideal and you end up requesting a solution to a blocking issue.
What problems is the product solving and how is that benefiting you?
It was easy to get started. The best came when we could integrate all other channels (social, voice and chat) and started leveraging our excellent customer service!
We have found using Zendesk very helpful.
What do you like best about the product?
Zendesk is very easy to use, and easy to expand to be used for various things, such as Support Portal, replying to SoMe comments and moderating.
What do you dislike about the product?
Connecting Talk phone number takes weeks.
What problems is the product solving and how is that benefiting you?
Before Zendesk, it was easy to forget to reply to customer as we used Outlook before. With Zendesk, it is easy to follow tickets.
My issue of accessing Zendesk tickets was resolved at the quickest time.
What do you like best about the product?
The go to resolve the issue and constanly keeping in touch to check if the issue got resolved or not. Checking if the solution provided worked or not.
What do you dislike about the product?
I am not an app developer. So the suggestion to perform troubleshooting with codes, that I did not understand where to enter, i did not like.
What problems is the product solving and how is that benefiting you?
ZDSS solves almost all the issues with the application. It benefits me to deliver client related issues in a convenient and speedy way.
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