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Easy transition great workflow
What do you like best about the product?
Ease of information access, easy to train team and quick to pick up
What do you dislike about the product?
not being able to forwrd a ticket, time when you need to resend information from a closed ticket
What problems is the product solving and how is that benefiting you?
Tracking the workflow of the team, and checking with resolution times and performance
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User friendly
What do you like best about the product?
Categorizing the topic helps to target specific information needed in Zendesk support. Additionally, the chat option is helpful in case you are a bit lost on where to look. It would be great if the live chat agent could assist on the spot to answer any clarification not given on the page.
What do you dislike about the product?
Response time to my additional inquiry or asking for the chat support agent for assistance.
What problems is the product solving and how is that benefiting you?
Zendesk support suite helps me in my tasks specific to Reporting and Analysis. Using Explore (dashboard and queries) provides more context and quick return when showing the correct numbers on daily, weekly, and monthly reporting.
Support analyst's take on ZD
What do you like best about the product?
The tool is simple to use and very comprehensive in what you can perform on it in terms of ticketing and follow-ups and the whole 9 yards. I enjoy the feature that connects my ZD tickets with JIRA where we tag internal company tickets. It helps keep a track of everything. Also like the custom views I can build for my dashboard.
What do you dislike about the product?
There has been some shaky performance with some changes made to the chats of late. It does not allow the users to send and receive attachments. There have been issues where the application on the phone would not be in sync with the webpage. Also sometimes the notification does not go off for a new chat session and the customer has to wait as a result.
What problems is the product solving and how is that benefiting you?
This is our go-to suite for providing support to our users on our platform. Users mostly chat whenever they are troubled by something on the platform. They can also email us. We can keep track of their issues/questions using the tickets that are generated with our conversations with the customer.
Great service, even for support agents!
What do you like best about the product?
Being able to connect by email/chat with a support representative to make the most out of Zendesk is a great feature of the Zendesk Support suite. ZD is a robust tool, and it can be challenging to know all the functions that it offers for an Agent/Admin. I'm also excited about the reporting capabilities of Explore. Our main need of Zendesk is to report themes and trends that come in from our customers, and I love ability to report on tags to understand what our customers want without having to drill into every since ticket that comes our way.
What do you dislike about the product?
I wish there were more live, topic based trainings for Admins on how to use the platform. I learn so much as I go, and I've taken self-paced help, but my learning is usually baptism by fire. I do wish that the reporting capabilities were more user-friendly, and dashboards were more visually appealing to tell a story to anyone that sees it. I report to leadership themes and trends on a weekly basis, and I'm having to capture information from multiple dashboards since I haven't mastered how to make one robust dash that can showcase everything I want it to.
I also wish I have more time to learn what I can do with our Zendesk Guide feature, as I need it to only offer information to a sub-sect of users.
I also wish I have more time to learn what I can do with our Zendesk Guide feature, as I need it to only offer information to a sub-sect of users.
What problems is the product solving and how is that benefiting you?
Zendesk Support suite is solving my reporting and tracking problems right now. I do wish that it were a bit more intuitive for me on how to use it (I do feel like I'm missing a few tricks of the trade), but I'm scouring through help center articles all the time to expand my knowledge.
Zendesk is great!
What do you like best about the product?
Zendesk has a really clean, intuitive user interface and it helps us make sure customer questions and requests don't slip through the cracks.
What do you dislike about the product?
You can get so many features that managing them all can get complicated.
What problems is the product solving and how is that benefiting you?
We have to offer a channel for customers to contact us about any problems they run into with our software, and Zendesk helps us manage our responses.
to my simple experience I recommend it
What do you like best about the product?
The real-time tracking of claims as well as the issues, its fluidity as well as its diversity, it helped me a lot.
What do you dislike about the product?
Oh! The triggers much more their deactivation and the assignment of tickets for the case of deactivation, bug.
What problems is the product solving and how is that benefiting you?
Assignment of tickets for all traceability, processing of all types of requests. Management of complaints. Conversations.
Zendesk Support helped out with a config change I could not accomplish myself
What do you like best about the product?
Zendesk agent Sarah gave me directions to self-service. After realizing that we had SSO and that it prevented me from accomplishing the self-service change myself, she made the configuration adjustment herself. This was an unexpected perk (I was going in with low expectations).
What do you dislike about the product?
All good this time; nothing to dislike...
What problems is the product solving and how is that benefiting you?
They were able to make the configuration adjustment from their end (Zendesk's end) to make me a Chat admin. SSO prevented us from self-servicing.
An All-in-one Tool
What do you like best about the product?
Zendesk Suite has a lot of great features. Macros, triggers, and grouped views are the most helpful for my Support team. From a management perspective, Zendesk Explore offers detailed reports, though it is a bit challenging and overwhelming to use at first and takes time to get the criteria set as desired.
What do you dislike about the product?
The out-of-the-box Help Center is very basic. It would be nice to have published help articles that are not indexed to all customers for beta testing features, without requiring end users to create log-ins. It would also be great for individual Support Agents to have access to the tickets they receive CSATs on. This information is difficult to pull and keep track of.
What problems is the product solving and how is that benefiting you?
We use it for Support, Chat, Explore, and Guide (mainly), so it is solving many of our Support needs. The most significant change recently was our move back to Zendesk Guide for our Help Center, and this allows more people to be involved in managing our help center and keeping it up to date.
Zendesk is the easy way to manage Customer Support Tickets
What do you like best about the product?
Tickets are easy to "customize" with an inbox that separates them into things like "open, new, pending, deleted, spam, recently solved, etc". You can auto-assign tickets to agents but also just have the agent "take" a ticket, and it will show up in the boxes (all of them ) assigned to that agent. A nice feature so that you know which ones are yours.
What do you dislike about the product?
My dislike is only because I don't "use" all the features. The admin side is full of tools that don't pertain to me, but that's not bad. It just makes it a wee bit complicated to "find" the things I need. But that also means there are many features to agree with and complement many different business needs.
What problems is the product solving and how is that benefiting you?
Ticket assignment, ticket creation, ticket tracking, pending issues, open issues, problem solving and tracking (we have integrated with Jira, Metabase and a few other useful tools)
Help with automation of ticket assignments
What do you like best about the product?
The number of resources shared and the detail, the ability to go back and forth with the agent to get more tailored information.
What do you dislike about the product?
Sometimes the response is not instantaneous or might not lead to the answer needed.
What problems is the product solving and how is that benefiting you?
Issues related to automating ticket assignments and specific analysis using Explore.
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