Zendesk Suite
ZendeskReviews from AWS customer
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Full featured and flexible
What do you like best about the product?
Using ZenDesk helps us to keep our entire team in the loop for everything that concerns them. The huge range of features mean that the information we need is always at hand.
What do you dislike about the product?
It's certainly not the cheapest option on the market, and with many tempting third party and ZenDesk apps to choose from, the bill can get away from you if you're not careful.
What problems is the product solving and how is that benefiting you?
Now we're all aware of any previous issues, we waste far less time reinventing wheels and generally covering old ground. We can go straight to the fix, or right back to the drawing board as appropriate!
A good support suite with minimal isssues
What do you like best about the product?
How easy it is for agents to use and support.
What do you dislike about the product?
Random updates where we lose features we use
What problems is the product solving and how is that benefiting you?
user ability issues that affected our customers
Great company to work with!
What do you like best about the product?
Zendesk has optimized a lot of our customer support tasks, and made it easy to converse with our clients! Since implementing Zendesk's Guide feature, we've actually seen a significant reduction in tickets.
What do you dislike about the product?
Zendesk has a high barrier of entry. It's not the easiest or most intuitive to use, and the UI is rather outdated. However, their documentation is excellent and works well for answering a lot of my questions.
What problems is the product solving and how is that benefiting you?
We had trouble analyzing our most commonly asked questions and looking at what our clients needed. Now we have a great way to analyze what the customers want and are able to use our Guide to our advantage.
Noticing everything with Zendesk
What do you like best about the product?
I like that I can listen to my partners conversations with the support team, I also like that I have everything with Jira in one place and it's easy to access via Slack.
What do you dislike about the product?
I don't like that Zendesk doesn't have a proper way to connect with Salesforce and ClientSuccess, I would like to have a notification everytime a partner calls into support, or someone adds my partner to a Jira via Zendesk
What problems is the product solving and how is that benefiting you?
That I can check past conversations of my partners with support, this helps me understand their issues, or when they call for a bug, I can listen to the call and understand firsthand what the issue is
Great Support Software
What do you like best about the product?
I like being able to save my own templates
What do you dislike about the product?
Sometimes the system is slow when it comes to answering calls.
What problems is the product solving and how is that benefiting you?
Makes really easy start and complete a Support ticket in a timely manner
Zendesk rocks!
What do you like best about the product?
Zendesk is easy to use, allows for great automations, and integrates well with other tools we use.
What do you dislike about the product?
There are still limitations that we would like to see improved. I either post these on the help article or report to a support report.
What problems is the product solving and how is that benefiting you?
It's helping us provide excellent customer experiences to our customers.
Oh the Customer Success Irony
What do you like best about the product?
The platform does a decent know job combining ticketing functionality and knowledge base functionality into one experience for customer success purposes.
What do you dislike about the product?
The company's customer service and the chatbot experience.
What problems is the product solving and how is that benefiting you?
Customer service ticket and housing the knowledge base for our customers.
Long time user and Admin
What do you like best about the product?
Support Module is what I like best about Zendesk
What do you dislike about the product?
I do not like that users cannot be managed by agents
What problems is the product solving and how is that benefiting you?
The Suite brings all the needed tools together like SUpport, Analytics and Guide
Good but could use some fixing on bugs.
What do you like best about the product?
Easy to manage ticketing system I like how user friendly it is.
What do you dislike about the product?
Does not mimic email experience well enough.
What problems is the product solving and how is that benefiting you?
Helping to solve confusing email strings and have them organized.
User Friendly- for end users, not admin
What do you like best about the product?
Ability to quickly answer emails and track, even going back years. I also like ability to follow up and reassign, as needed.
What do you dislike about the product?
I wish there were easier stat pulls. It can be difficult creating reports and comparing stats year over year, month over month, etc. I would also like the responses to customers to be clearer. They read the request is closed, but don't always read the content and then rated poorly.
What problems is the product solving and how is that benefiting you?
Email communication. The feedback and verbatim availability is great!
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