Zendesk Suite
ZendeskReviews from AWS customer
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Easy and helpful
What do you like best about the product?
It was very easy to use the chat option to reach a support agent. Not having to stay on the chat but being able to continue working while the agent worked on my request was great. My issue was clearly resolved and in a very short time.
What do you dislike about the product?
I would have liked to be able to monitor my chat from my Zendesk app. As I was notified via email, I received it on my phone but had to physically log into my computer to respond. Not a big deal but something I would like to see in the future.
What problems is the product solving and how is that benefiting you?
I needed records of my calls and a way to access the log for all agents. The support agent clearly directed me to where I needed to go and provided additional options for utilizing the information I needed.
Well informed
What do you like best about the product?
The triggers and notifications which automate things.
What do you dislike about the product?
setting up codes because they are hard to figure out
What problems is the product solving and how is that benefiting you?
email conversations are much easier to track
Seamless incident management
What do you like best about the product?
User friendly tool for incident management
Phase wise ticket tracking
Phase wise ticket tracking
What do you dislike about the product?
Nothing as such
Everything looks fine to me
Everything looks fine to me
What problems is the product solving and how is that benefiting you?
Support tickets for technical issues for our client
Amazing platform with no glitches!! best solution out there!
What do you like best about the product?
Automations + Triggers + Dashboards + HelpCenter etc!!! too many things!
What do you dislike about the product?
Updating brands is little bit challenging. For example, if you have a fully closed ticket and you rebranded as a company it is hard to update the existing closed ticket. Why we need this? Well if you use my activities feature on fully scaled Help Center and you want to grand existing customers access to their ticket history this is needed.
What problems is the product solving and how is that benefiting you?
It creates a unified database of all tickets for our company. Internal and external! Especially having automated SLA calculations are extremely important for our service!
Comprehensive Support Suite
What do you like best about the product?
It has a great ability to manage lots of inbound support requests at the same time. As a manager it also allows me to get good visibility of the agent's queues and to then report on the types of incoming tickets we are getting to improve our service.
What do you dislike about the product?
The main downside for me is the price as it is a very expensive solution. It would be ideal if there was a better way to have read-only users who don't need to contribute to tickets but can have visibility over them.
What problems is the product solving and how is that benefiting you?
It allows us to better manage the customer experience, ensuring that we are responding promptly and that they get the correct responses, this all leads to us giving a better service to customers.
Agent was concise, quick and accurate in all questions
What do you like best about the product?
Accurate information was provided quickly and in an efficient format. I was able to follow the script sent by the agent point by point and I was able to resolve my issues quickly.
What do you dislike about the product?
Really not much to dislike, I find the User Interface a little challenging with Zendesk however the agent was able to point me in the right direction to get the issue resolved.
What problems is the product solving and how is that benefiting you?
I was unable to find why I couldn't add a user as we already had the email assigned to an 'end user' rather than an admin. Also needed clarification on the chat vs Support options.
Help support
What do you like best about the product?
Response time and clarity. Knowledge, understanding
What do you dislike about the product?
waiting time and not instant support. Need to log in and chat again and again.
What problems is the product solving and how is that benefiting you?
About clarity on menu items in the Agent workspace
Great platform for CS
What do you like best about the product?
Many features available to customize help center, all tickets go to one place, can cree many separate HC. Easy to manage tickets and can set up different roles for agents.
What do you dislike about the product?
For high level integrations still need devs involvement
For some features (like community etc): settings are located on different screens, difficult to find where exactly need to switch on/off
Would like to request Copy Help Center button, to be able just copy and paste all setting and articles when new HC is created
For some features (like community etc): settings are located on different screens, difficult to find where exactly need to switch on/off
Would like to request Copy Help Center button, to be able just copy and paste all setting and articles when new HC is created
What problems is the product solving and how is that benefiting you?
Providing one platform for many help centers, more centralized and easy to use. Can add more new HC for other company brands, easy to add new agents and track their performance
Great platform for tickets, helpcenter and chat.
What do you like best about the product?
I have had a good experience of working with Zendesk on a daily basis. It's great that the support ticket system and chat are all on the same platform. For our agents it's easy to work with.
What do you dislike about the product?
As an administrator it's sometimes hard to find out where the right settings can be found. Also in the new workspace, instead of the subject, the requester name is shown in the tab title of the tickets which is confusing.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us to keep track on incoming tickets. It gives us the opportunity to communicate with our customers in different ways and to make sure we can help them in the best way possible.
It was a great review
What do you like best about the product?
The customer service was amazing and answered all my questions in a timely matter.
What do you dislike about the product?
I wish it was alive person talking with me would make it more real than a chat bot.
What problems is the product solving and how is that benefiting you?
chat live talking
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