Zendesk Suite
ZendeskReviews from AWS customer
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Does what you need
What do you like best about the product?
The support system allows you to categorize many different aspects of a support ticket and auto-assign it to a group or person. It is easy to communicate on the ticket and record actions taken.
What do you dislike about the product?
Not a complaint but this could be a downside for some - Because there are so many options for categorization, it could be a little too heavy for teams that don't need that level of specificity.
What problems is the product solving and how is that benefiting you?
Tracking bugs and requests. Helps to fill requirements for SOC2. We can make sure that our whole tech org can see issues as they arise and the available parties can hop on to solve them.
6 Month review
What do you like best about the product?
The layout, compatibility with other apps, and and the great support team!
What do you dislike about the product?
Currently, only the inability to turn off the new agent mode :)
What problems is the product solving and how is that benefiting you?
Setting up triggers so that I can reduce noise and focus on the important things.
A great customer support tool
What do you like best about the product?
-The macro feature is great as it saves default responses that could be used as a response to the customer tickets.
-An eye icon is displayed on the pending tickets which indicates that another user is working on the ticket and this helps to avoid duplication of work.
-An eye icon is displayed on the pending tickets which indicates that another user is working on the ticket and this helps to avoid duplication of work.
What do you dislike about the product?
-Though there's an option to CC a colleague while sending out an email response to the customer, the colleague will not be able to open the ticket directly through the email and will have to copy the ticket number and search it in the Zendesk app.
What problems is the product solving and how is that benefiting you?
Working extensively in the customer service domain for the past 4 years I have used Zendesk as a primary platform to resolve customer queries. This user-friendly tool has great features like Macro which makes the query resolution process less time-consuming. While working on a ticket, if there is a response from the other end it appears instantly even if the ticket is open and the user needn't reload the ticket to view the response.
Very helpful
What do you like best about the product?
It was very easy to get connected with someone who was able to answer my questions efficiently
What do you dislike about the product?
The time in between responses was a little slow, but I get sometimes that happens.
What problems is the product solving and how is that benefiting you?
I couldn't figure out why I couldn't use the talk feature, but it was a very easy fix so i got right back on track.
There's a Reason Everyone is Using ZenDesk
What do you like best about the product?
Extremely robust suite of features and customisations
What do you dislike about the product?
Sometimes it takes a long time to understand how a feature works in order to use it well. The CSAT email is also minimally customisable.
What problems is the product solving and how is that benefiting you?
Bringing all of our contact into one platform with endless options to channel particular contact to particular agents to meet department targets
A pleasant experience with Mary at Zendesk
What do you like best about the product?
Fast support and friendly customer service
What do you dislike about the product?
The chat window that zendesk support has is very small. I would like to bring it to a new tab or maximize it
What problems is the product solving and how is that benefiting you?
It is solving my lack of attention to detail and poor eyesight
All in one customer service product - The Zendesk Suite covers it all...
What do you like best about the product?
Omni channel and self-service in one. And with the new agent interface, it's even better. It is easy to set up and add new channels. A one stop shop for all thinkable channels.
What do you dislike about the product?
There really isn't that many downsides. Initial setup is fairly easy. More complex setup requires time and technical expertise.
What problems is the product solving and how is that benefiting you?
Being in many channels at once to support customers is easy. Self service is a key factor too. Bringing it all into one program is awesome.
Zendesk Guides: eh.
What do you like best about the product?
If you've ever written a Wordpress blog, then you will quickly learn how to use Zendesk Guides. The interface is familiar and if you have even a little bit of experience with HTML and CSS you can figure out some workarounds to missing features.
What do you dislike about the product?
The WYSIWYG editor is basic and yet there are so many elements that are still rather buggy. The blog style format does not encourage brevity, nor does the limitation on the levels of hierarchy in the article organization support the complexity of your product.
What problems is the product solving and how is that benefiting you?
For a small business, it might be okay, but as our organization is growing Zendesk Guides does not help us scale our documentation efforts whatsoever. At this point, it doesn't solve any problems too much.
Excellent, Helpful support
What do you like best about the product?
The response time is really quick, the agents are very knowledgeable and I feel sure that they can answer my query. They also provide screenshots to assist in making the required changes.
What do you dislike about the product?
Nothing to really dislike. My only comment would be some changes I wanted to make just were not possible. So perhaps some further flexibility would be really good.
What problems is the product solving and how is that benefiting you?
It is helping me to understand what features we can bring in to better use the system and provide extensive reporting. Also in helping make our agents lives easier when using the platform.
Speedy, Easy and Prompt
What do you like best about the product?
A reliable tool that gives you visibility on your whole CS department and processes.
What do you dislike about the product?
Can feel complex and a bit overwhelming to figure out the more technical aspects of setting up the tool correctly
What problems is the product solving and how is that benefiting you?
Tracking areas of improvement in our products, team efficient and consistency in product
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