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.
Steep Learning Curve but once you're set up and have the ropes--it's less bumpy
What do you like best about the product?
Triggers and macros. Automations. Zendesk also works with our 3rd pary QA system Maestro and other apps that we use across the company making it pretty easy to integrate with others.
What do you dislike about the product?
support is sometimes lacking--I often do my own research for articles and reach out to support if it's unhelpful. I feel like they often don't know the answer and offer me articles I already looked at.
Messaging answerbot flow and chat features
Zendesk explore
Messaging answerbot flow and chat features
Zendesk explore
What problems is the product solving and how is that benefiting you?
Answering a large amount of tickets from one support space across all agents. Easy to answer tickets quickly using macros and setting goals through sla's
ZenDesk is the Industry Standard for a Reason
What do you like best about the product?
I love the speed and simplicity of deployment. Implementation does not require any special services and can be stood up very quickly. Using ZenDesk Support has a short learning curve and there are many self guided training sessions to come up to speed very quickly
What do you dislike about the product?
Some of the legacy features are still enabled alongside the new features. It can be confusing for a new implementation as to which version of the feature to deploy as well as some of the documentation on how to accomplish your specific goal.
What problems is the product solving and how is that benefiting you?
Providing rapid customer support the way the customer wishes to receive it. Allowing my organization to provide information to customers to decrease ticket volumes and allow for a higher degree of self service.
Zendesk easy usage
What do you like best about the product?
Very easy to use, has easy API integration, and good documentation.
What do you dislike about the product?
Some basic reporting options are not present, and more documentation around call center standards for metric creation (formulas for AHT, etc)
What problems is the product solving and how is that benefiting you?
Working really good for multi-channel support.
Good product, but could improve
What do you like best about the product?
Mostly easy to use, easy interface. Customizable
What do you dislike about the product?
Explore has room for improvement, the tool to create metrics is not easy to use. Talk features are not intuitive to setup.
What problems is the product solving and how is that benefiting you?
We use zendesk for all our customer interactions, talk, voicemail, chat, emails
Multi-channel customer support via Zendesk
What do you like best about the product?
The best is that Zendesk unites different communication channels in one tool. Great reporting system.
What do you dislike about the product?
The program is rather complicated and we have managed to set everything up only with the help of a third-party company.
What problems is the product solving and how is that benefiting you?
We are using Zendesk to offer customer support service to our customers via live chat, email, web forms, facebook messenger and phone channels.
Easy to use, great for our app
What do you like best about the product?
It's easy to use and supports an easy integration to our application
What do you dislike about the product?
There are no downsides at all, everything is working great.
What problems is the product solving and how is that benefiting you?
It helped us easily set up a support platform for our customers and easily integrate it with our application.
The Zendesk Support Team is highly available, attentive, and helpful
What do you like best about the product?
I like that my customer's needs can be monitored, evaluated, and changed to create continued best service even as things change!
What do you dislike about the product?
It is had to learn to program but there are TONS of resources from training tools to actual people to reach out to and super detailed help articles.
What problems is the product solving and how is that benefiting you?
It merges all communication to one place so multiple software systems do not need to be checked. It also allows you to see previous contacts so it's easy to know if another agent had just spoken to the same client moments ago.
Good, But It can be better
What do you like best about the product?
The macros, automation and integrations are pretty useful, and the explore feature gives you a great form to create analytics reports but is kind of difficult to learn how to use it.
What do you dislike about the product?
The main View, is not very customizable you need to create another view, is kind of difficult to, search for a group of tickets. Always need to make a view. And you cant see all the views that you created.
Another point I would like to have like a CSV extract to see all the ticket DATA.
And for the last, It will be great to have an option to split tickets.
Another point I would like to have like a CSV extract to see all the ticket DATA.
And for the last, It will be great to have an option to split tickets.
What problems is the product solving and how is that benefiting you?
The main necessity that zendesk is solving for us is that we could track our tickets in a very good way, to satisfy our customers.
Finally, ticketing software designed for a Support team!
What do you like best about the product?
My favorite aspects are usability and day-to-day admin needs not requiring certification or deep knowledge of a platform. This is in contrast to some competitors, whose software is less user-friendly for agents and admins.
What do you dislike about the product?
There's nothing we dislike at this point. This is the best piece of Support ticketing software we've used over the years.
What problems is the product solving and how is that benefiting you?
We're able to bring all our support ticketing channels (email, web forms, messaging) into a single piece of software. This allows our team to be more efficient in their day.
Excellent Helpdesk System
What do you like best about the product?
ZenDesk makes keeping track of customer tickets a dream and its triggers allow us to look up our customer's subscription status using a 3rd party API removing manual time-consuming checks.
What do you dislike about the product?
I'm not a fan of the ticket merge tool. Our old helpdesk allowed you to choose all the tickets then just hit merge rather than all but one to later choose the ticket to marge too. I do see the logic in this however. I also struggle to logout of chat. This is frustrating and I can't really afford the higher tier that allows you to set open/close times. Customers get frustrated that they see the chat online when we have left the office as it seems to log itself back in.
What problems is the product solving and how is that benefiting you?
It allows me to work so well with my customers and track their tickets. This would be impossible with just a basic email account. I have built a custom integration with Stripe API. This triggers an event when the ticket is made to look up the customer's subscription status. I can then check to see if the customer has a paid technical support account as it will add the customer's subscription status as a note.
showing 2,021 - 2,030