Zendesk Suite
ZendeskReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
6,539 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great Product & Amazing Client Support
What do you like best about the product?
The customer service is incredible. Very responsive and ready to help when contacted.
What do you dislike about the product?
As of now, I can't complain about anything.
What problems is the product solving and how is that benefiting you?
It helps keeping all service-related tickets in one place with great reporting features.
Positive experience
What do you like best about the product?
Support is very helpful and is available pretty quickly. Creating the organizational structure and building out the routing is made easy by the UI which is very user-friendly and intuitive.
What do you dislike about the product?
At first, I did not like the fact that I would have to open tickets online and didnt have a phone number to call for support. Got over it quickly once I saw that support responds very fast.
What problems is the product solving and how is that benefiting you?
I havent used this product much yet. I plan to build out comprehensively in the coming days. There is alot of wealth in all of the features and modules offered.
Figured out my issue immediately
What do you like best about the product?
Once connection was established, a tech was there to provide a solution/answer
What do you dislike about the product?
it was hard to figure out where to get the support- even an email wasnt available without having to navigate through a bunch of "FAQ's"
What problems is the product solving and how is that benefiting you?
my immediate concern of fraud within our support
Great features
What do you like best about the product?
Versatility of features and the ability to have all the channels in one software
What do you dislike about the product?
Setup is hard and requires deep ZD knowledge
What problems is the product solving and how is that benefiting you?
we had an outage on day of of launching; now there are bugs where visitor names and emails aren't showing
I'm a big fan of Zendesk, it's user-friendly and effective.
What do you like best about the product?
Zendesk makes it easy for reps to manage tickets and ongoing cases. There's a seamless connection between emails and chats, which is great. And there is a lot of functionality for macros and triggers that allow tickets to be tagged, automatically closed, automatically associated with groups, and much more. All of that allows for easy-to-use dashboard reporting, and much of the busy work of managing tickets can be eliminated.
It's also very helpful the way data is stored historically. We do a lot of investigating past tickets to identify trends, and this is very easy to do. We can pintpoint what we're looking for with minimal effort. And once we find a ticket, being able to see the events and specific touches and actions that occurred on the ticket is awesome.
It's also very helpful the way data is stored historically. We do a lot of investigating past tickets to identify trends, and this is very easy to do. We can pintpoint what we're looking for with minimal effort. And once we find a ticket, being able to see the events and specific touches and actions that occurred on the ticket is awesome.
What do you dislike about the product?
I dislike that recipients of our emails cannot see all parties CC'd on a ticket. This creates confusion for the recipients, and I've seen many responses from those users telling us to please CC their team, or adding their team onto the thread because they think I have not CC'd them. Of course I have, but they cannot see it. Not seeing all parties present is very much contrary to the way email is expected to work and does work with other email clients/applications.
What problems is the product solving and how is that benefiting you?
Zendesk solves the problem of support-to-client communication. That's crucial for our business, and for just about any business. Performance increases exponentially from a situation where reps have, say, individual gmail accounts because there is visbility across the entire org. This means it's easier for everyone to know what's going on, to have reps cover for each other, and to measure performance. A client with this functionality is a no-brainer for any business that has regular email or chat communication with clients.
Tons of Features That You Can Add If You're Willing to Pay for Them
What do you like best about the product?
I love their multi-channel integrations, especially with social media like Facebook Messenger. They have a ton of support documentation as well =)
What do you dislike about the product?
Support response time has improved a lot as of late. It had been relatively slow, but they've improved.
What problems is the product solving and how is that benefiting you?
Zendesk is allowing us to be notified of and service our customer support tickets and sales questions. It is a very robust system with a lot of features.
Top ticketing system out there
What do you like best about the product?
Simply the trigger and automation rules are very detailed. You can fully customize it to your needs. With this multiple teams can use Zendesk based on their responsibilities. For example, you can have tiered support, specialists, experts and other departments as well like Sales and Account Managers, Abuse handling, etc. use one tool.
What do you dislike about the product?
Currently, I wish there would be a way to automatically delete tickets or send them to the suspended view based on automation or trigger. This would be very helpful in fighting spam emails and requests.
What problems is the product solving and how is that benefiting you?
In collecting all users' requests from many different sources into one tool. We are able to tag and label these, follow our performance and ensure that all user issues are logged and can be helped in a prioritized manner.
Our experience with Zendesk overall has been excellent.
What do you like best about the product?
Their high-quality documentation and excellent support made it very easy to implement. One of the best things about this is the fact that their forums tend to expand the documentation even further than what is written officially.
What do you dislike about the product?
Explore feels a little unwieldy and hard to use. Multi-branded instances also aren't as flexible as I might have hoped. I'd like to see more ability to segment brands.
What problems is the product solving and how is that benefiting you?
Operational efficiency in making sure our customers get responses and resolutions to their issues. We have been able to be more productive with less people. This has allowed us to respond faster, and spend less on staffing.
Ideal setup for a small team if you can bear the $
What do you like best about the product?
Omnichannel integration of email, phone, and chat across ticketing with good reporting.
What do you dislike about the product?
Certain key data points (Talk - agent productivity like how much away time etc) cannot be reported on. Talk dashboard does not have alerts/thresholds
What problems is the product solving and how is that benefiting you?
Trusted partner to capture all of our CS team's consumer interactions.
An evolving company providing great support for mid to big sized business
What do you like best about the product?
Fast reply time when having an issue. Always evolving.
What do you dislike about the product?
Not suitable for small business requiring more help developping.
What problems is the product solving and how is that benefiting you?
Improving stability, being aware of hiccups from our ends and working on solutions, and providing workaround when improvement on their end are not possible.
showing 2,011 - 2,020