Zendesk Suite
ZendeskReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
6,537 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Good Help Desk System
What do you like best about the product?
Automations and triggers provide auto responses, requiring less manual tech interventions.
What do you dislike about the product?
Planning and configuration required to setup all modules.
What problems is the product solving and how is that benefiting you?
Historical tracking of user requests. Ability to add external and 3rd party vendors for support.
Great overall but with some annoyances
What do you like best about the product?
The organized layout is easy to get used to and customize to your needs
What do you dislike about the product?
The siren! It goes off at a time on a different time zone and randomly throughout the day. Its setting should not be under chat settings. It is not where someone would expect to find it.
The tab of the open ticket could be better highlighted. You can accidentally switch to an adjacent tab and update the wrong ticket
Performance is an issue. Drop downs populate very slow sometimes and when switching between open tickets
When leaving a space between text and a colon, the emoticons popup gets on the way. Use of another hot key should be assigned, as some of us like to leave that space and continue to type
When other analysts use the chat, the chat window appears on the screen for the rest of us intermittently as a flickering window which often interferes with our use of Zendesk
7/12/23 updated review :
The sire is gone FINALLY! I would like to see a place for communication drafts that is private to me. Currently, you can only save it as a yellow note
The tab of the open ticket could be better highlighted. You can accidentally switch to an adjacent tab and update the wrong ticket
Performance is an issue. Drop downs populate very slow sometimes and when switching between open tickets
When leaving a space between text and a colon, the emoticons popup gets on the way. Use of another hot key should be assigned, as some of us like to leave that space and continue to type
When other analysts use the chat, the chat window appears on the screen for the rest of us intermittently as a flickering window which often interferes with our use of Zendesk
7/12/23 updated review :
The sire is gone FINALLY! I would like to see a place for communication drafts that is private to me. Currently, you can only save it as a yellow note
What problems is the product solving and how is that benefiting you?
It is great for keeping track of your work by using the yellow notes and next step fields. Can link other related tickets. The various views can give you a customized list of what you are working on and set priorities
Speedy and friendly support
What do you like best about the product?
I really liked the live chat feature. It was really quick to use.
What do you dislike about the product?
I didn't find any reasons to dislike the service as of yet.
What problems is the product solving and how is that benefiting you?
We are using Zendesk for ticketing and it's fantastic for reporting and keeping track of customer satisfaction.
Despite areas of opportunity, one of the best.
What do you like best about the product?
API integrations, the entire sunshine ecosystem seems very promising too.
What do you dislike about the product?
The almost-enforcing of answerbot, there's a lot of shortcomings and it needs to be disabled to get other things to work.
What problems is the product solving and how is that benefiting you?
Managing multiple contact channels and the seamless integration between chat, phone.
Helpful
What do you like best about the product?
I really like that asking for support is as simple as writing a message.
What do you dislike about the product?
To be honest, I think that it takes too long sometimes to get an answer from an expert, sometimes I need almost an answer very quick and I need to search for answers in other channels (YouTube)
What problems is the product solving and how is that benefiting you?
I am not very familiar with what Zendesk can do for my team, and normally I ask for support on how to create, modify or implement certain actions that are beneficial for us, that kind of problems are what Zendesk Support Suite helps me to solve and that benefits me a lot.
Quick and Helpful
What do you like best about the product?
I got a quick and helpful response to my question
What do you dislike about the product?
It's not clear if you will be connected to a person
What problems is the product solving and how is that benefiting you?
I can't always find articles with answers to my questions. Being able to ask a question and get the answer I need is the biggest benefit
Complicated to use, but very powerful in certain areas.
What do you like best about the product?
Able to set up a complicated system like multibrand support and dynamic automation/triggers based on brand actions.
What do you dislike about the product?
Zendesk isn't an emailing platform by nature so this can make some of the features and customer interactions un-intuitive to use.
What problems is the product solving and how is that benefiting you?
Allows us to support multiple partners in different ways.
Efficient, knowledgable and helpful support!
What do you like best about the product?
Zendesk support is one of the quickest support tools I've ever used! Each time I have requested support, I have had a response within the hour and have never had to come back through for further assistance. Every agent I have ever spoken to has been so helpful and also send links to articles for any issues I have had. Really recommend this feature if anyone is unsure about anything!
What do you dislike about the product?
There's nothing that I can say that I would dislike, every time I have used this I have nothing but praise. Each agent is nothing but helpful and I really couldn't fault it.
What problems is the product solving and how is that benefiting you?
I have had issues with messaging where the agent I've spoken to has logged into my account and rectified any issues that I have had, this is really beneficial for me when running a customer service team as it means we can continue providing the best levels of dservice to our customers.
great app, covering all aspect of customer service needs
What do you like best about the product?
email to case functionality, esasily connecti to other apps using customized API
What do you dislike about the product?
need to be doing less calculation in fields comparing with SF
What problems is the product solving and how is that benefiting you?
solving customer complaints that Chinese letters are not working in Side Conversations, this helps the company continue the business operations.
Agent helped perfectly
What do you like best about the product?
Agent was very responsive to my questions and helped a lot
What do you dislike about the product?
Not much to dislike. I didn't like that there was no live chat
What problems is the product solving and how is that benefiting you?
Zendesk support helps me find where the menu items arw
showing 1,881 - 1,890