Zendesk Suite
ZendeskReviews from AWS customer
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Awesome support platform!
What do you like best about the product?
Have been using ZD for years and am a big fan! ZD team is very quick to respond, and has built some cool features for assisting our customers. I like the integration options ZD provides as well. Awesome stuff!
What do you dislike about the product?
Better explore functionality would be great, sometimes it's difficult to get the metrics you need. Occasionally our team experiences issues receiving calls from customers.
What problems is the product solving and how is that benefiting you?
Call center, chat, and knowledge base for customers
Easy and intuitive for everyone
What do you like best about the product?
It's super easy to get teams set up and ready to go. I've worked in Zendesk Support both as a support agent and as an admin - it's got the best interface for a ticketing system of all the ones I've used, and the admin interface is generally intuitive and recent updates have made it even better.
What do you dislike about the product?
If you're a larger company with a ton of integrations and special one-off solutions, it can be frustrating to try and make all those workflows function with a system that's really meant to be used right out of the box. We've developed on the platform and found that the new and updated features that Zendesk rolls out haven't prevented us from doing what we need, though. The dev docs are thorough.
What problems is the product solving and how is that benefiting you?
As our support team grows, Zendesk allows us to triage work between several different teams that have different skill sets, without the customer getting lost in an email chain. We can build on the platform as we grow the company and get help from the help center as well as the larger Zendesk community.
Great tool, lacking in data exploration
What do you like best about the product?
I've been using Zendesk for about 5 years and it has essentially become a business standard. There is a good reason for that -- it's a well-rounded tool that is easy to learn and offers webhooks and custom integrations to link to other SaaS tools.
What do you dislike about the product?
The lack of data and data exporting is extremely challenging. Any data related to queue escalations, timestamps for events added (such as a tag), or keyword tracking is simply not available.
What problems is the product solving and how is that benefiting you?
Ultimately, Zendesk allows us to easily respond to and track user issues.
Pretty Good
What do you like best about the product?
Lots of features, third party integrations
What do you dislike about the product?
Buggy, weird automation/trigger limitations
What problems is the product solving and how is that benefiting you?
Managing ticket flows works well
Great experience
What do you like best about the product?
Easy to use.
Automated email notification
Automated email notification
What do you dislike about the product?
GUI can be a little better. There is a scope for improvement.
What problems is the product solving and how is that benefiting you?
Product support
Multi-faceted support platform for all your needs
What do you like best about the product?
Zendesk support suite has all the bells and whistles you need to make your customer experience team successful! From streamlined chat, email, and phone support all in one place - to effective report dashboard builds that you can create yourself!
What do you dislike about the product?
It can be tedious to learn how to use zendesk explore for reports. There's A LOT going on that you feel like you need a coding degree. But they do have VERY GOOD live chat support to help you with anything you may need in real time.
What problems is the product solving and how is that benefiting you?
All-in-one support platform so that our agents don't have to have multiple support platforms open. This helps mitigate risk, and has made our team more productive.
Zendesk for your support needs
What do you like best about the product?
Zendesk helps to manage customer requests pretty well. Effective management helps to maintain a decent response time thereby making the customers satisfied. The reporting tools in Zendesk also helps a lot.
What do you dislike about the product?
The reporting tool sometimes is a little unclear on what is actually being shown. A little explanation of the attributes can help in better understanding.
What problems is the product solving and how is that benefiting you?
Easy management of support requests. Decreasing the First response time and increasing the CSAT.
getting gift card from zendesk
What do you like best about the product?
1. zendesk support
2. sell product
3. chat
4. Guide
5. explore
2. sell product
3. chat
4. Guide
5. explore
What do you dislike about the product?
1. reporting in Zendesk explore.
2. sunshine conversation
3. agent manual.
2. sunshine conversation
3. agent manual.
What problems is the product solving and how is that benefiting you?
we wanted to send the notifications to the end user by their native language.for that we have asked the zendesk. they provided the solution that is by achieving the dynamic content.
Best tool for supporting our clients
What do you like best about the product?
The Macros feature helps in saving time, We can save the common query answers as macros and easily send them to clients.
What do you dislike about the product?
Zen desk struggles to work with low internet speeds.
What problems is the product solving and how is that benefiting you?
I am into customer support and the zen desk helps to organize and resolve the email queries from my customers.
Zendesk bugs are called 'intended behaviour'
What do you like best about the product?
Libary of self-paced trainings. Ability to create customized reporting.
What do you dislike about the product?
Two out of three support cases I lodged turn out to be use cases that Zendesk doesn't fulfill. I most typically get an answer from Zendesk support saying that the issue I am encountering is the 'intended behavior'. I have found bugs and the reply is similar or worst.
What problems is the product solving and how is that benefiting you?
Understand agent productivity for resource planning
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