Zendesk Suite
ZendeskReviews from AWS customer
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Zendesk is awesome, the product, the service, usability.
What do you like best about the product?
The guide/knowledge base and support ticketing, as well as the Zendesk customer service have all been great!
What do you dislike about the product?
Nothing yet! It's all working good so far
What problems is the product solving and how is that benefiting you?
Knowledge Base and Customer Support
Overall Zendesk Experience
What do you like best about the product?
Zendesk is easy to use and has a lot of features that is useful for customer support. It is organize and efficient to use
What do you dislike about the product?
So far, Zendesk has been so great to use and i can not see any disadvantages of the tool
What problems is the product solving and how is that benefiting you?
For email support representatives like me, it is efficient to use Zendesk for faster email replies and with the help of macros, it ables us to respond to customers faster than they expect
Zendesk Review
What do you like best about the product?
Wide variety of customization allows me to find solutions for our customers quickly. The documentation that Zendesk provides leads you to your answer often and the helpful support team replies quickly if the documentation does not help or is not clear.
What do you dislike about the product?
There are some quirks to the reporting engine. Explorer has a lot of functionality however it's fairly slow and difficult to use. Recently there have been improvements so I hope Zendesk continues to invest in a great reporting engine.
What problems is the product solving and how is that benefiting you?
Zendesk provides the core platform for assisting our customers in both pre sales and post sales. The tools provides help us keep out customers informed and solve their problems to make them successful.
How Zendesk becomes your startup's Support engine
What do you like best about the product?
- Support agents can be onboarded within minutes of signing up to the platform.
- Startup of any size can use Zendesk as their support software
- Reporting and analytics that directly contributes to the retention rate.
- Startup of any size can use Zendesk as their support software
- Reporting and analytics that directly contributes to the retention rate.
What do you dislike about the product?
- Pricing, it's expensive for smaller startups with no revenue to use the startups from day one.
- Other competitors like Freshworks, and Salesforce comes with a suite of products to stay in the ecosystem, and Zendesk was late to that adoption.
- Other competitors like Freshworks, and Salesforce comes with a suite of products to stay in the ecosystem, and Zendesk was late to that adoption.
What problems is the product solving and how is that benefiting you?
-Scaling customer support team, and have multi-channel access to customer enquires in one platform.
- Multi-Language support is crucial for global companies is managed seamlessly.
- Multi-Language support is crucial for global companies is managed seamlessly.
SEAMLESS
What do you like best about the product?
Easy to use and navigation is user friendly.
What do you dislike about the product?
I can't think of any negative about this tool.
What problems is the product solving and how is that benefiting you?
Helps me to solve tickets and address issues that need to be resolved.
It's great!
What do you like best about the product?
Ticket sla, metrics and statuses, reporting
What do you dislike about the product?
UI, comments, web only, no mobile support,
What problems is the product solving and how is that benefiting you?
Metrics side of things which we were missing
The Gold Standard for Support Ticketing
What do you like best about the product?
What I like most about Zendesk is the ease of use within the platform; the UI is really quite initiative and easy to understand. I have used several other platforms that have been cluttered, but I do not believe that to be the case with Zendesk.
What do you dislike about the product?
What I currently dislike most about Zendesk is the "Explore" functionality. While the data is there, there are severe limitations to how we can display that or *who* can access this. This could be improved by allowing viewers to only see information that pertains to them, specifically (i.e. an agent seeing only their metrics).
What problems is the product solving and how is that benefiting you?
The problem that Zendesk support is solving for us is two-fold; consistent support to those that need it most and a clear and defined way to track, followup, and hold ourselves accountable.
Easy to use
What do you like best about the product?
ZenDesk is very easy to use in regards to assisting customers. It's also simple to add additional required fields to tickets,if you want to track things like reason for contacting.
What do you dislike about the product?
The reporting can be confusing. Also the default CSAT ratings are unhelpful as they are only based on responses to the survey, not compared to how many tickets were actually solved. So, if you only receive 2 CSAT responses and one is bad, you get a 50% even if you actually handled 300 tickets.
What problems is the product solving and how is that benefiting you?
It is allowing us to interact with and support our customers in an easy, consolidated manner. It's much more convenient having all of the support channels funneling to one place.
Customizable to your business
What do you like best about the product?
I do like that they have so many features t
What do you dislike about the product?
I like that they have so many features that you customize to help with your ticket flow. You can also choose what you want enabled and build triggers to help automate different processes.
What problems is the product solving and how is that benefiting you?
They have been helping me lately with getting out CSAT reporting up. Although I was having major issues with digging throughout their help center to find the answers.
Very configurable product, able to build up on processes, change and adapt
What do you like best about the product?
views and dashboards are very useful and easy to use
What do you dislike about the product?
nothing showstopping, some of the screen require ability to alphabetically sort
What problems is the product solving and how is that benefiting you?
tracking tickets, assigning to groups and showing ownership
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