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Solid ticketing system with some limitations
What do you like best about the product?
The efficiency our team has gained in handling tickets and the automation has been the biggest benefit. The reporting tools are fantastic. So much information at our fingertips now.
What do you dislike about the product?
I'm not a fan of the messaging feature. It's confusing bouncing back and forth between live messaging and "non-live". We have had to create multiple triggers and different routing configurations to ensure agents are not just handling tickets from messaging all day rather than a mix of talk, email, and messaging.
What problems is the product solving and how is that benefiting you?
It's adding self-service for our customers as well as helping our internal support team be more efficient in handling customer tickets. The workflows and automations make the ticket management clean and easy to manage.
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Must need to scale your ticketing system
What do you like best about the product?
The quick start and ease of use, even for novices of ticketing systems. We were able to scale our support agency-wide in a matter of days, quickly meeting our emergent needs.
What do you dislike about the product?
The additional costs for each feature. If I knew how to implement them easily, I might splurge on the cost.
What problems is the product solving and how is that benefiting you?
Ticketing helpdesk questions/problems after a new software implementation
Great tool for customer service!!!
What do you like best about the product?
Zendesk Support Suite is very user friendly andit manages our customer messages effectively. The tickets are so easy to manage that's why it helps us ensure that we can reply to customer issues in a timely manner.
What do you dislike about the product?
I really don't have something that I dislike in Zendesk support suite. ZD is a powerful platform and I'm still experimenting and looking for other ways to maximize ZDs features.
What problems is the product solving and how is that benefiting you?
Isssues with receiving customer messages, this helps us because we need to respond to our customer tickets in a timely manner to avoid customer dissatisfaction.
Zendesk Support Suite is easy to use - makes for successful, organized, and timely communication!
What do you like best about the product?
I like the AI summary feature! It's helpful when trying to get a pulse on a longer thread of communication. I also appreciate the task bar and how it assists in organization and task management.
What do you dislike about the product?
I do not like the order of notes on the screen, as it now lays them from oldest to newest. I also do not like how URLs cannot be "hyperlinked" within the organizational level of Zendesk.
What problems is the product solving and how is that benefiting you?
AI is making summarization faster and therefore leaves me with more time for me to give my clients. Also, it makes it extremely easy to stay organized and keep customers and coworkers happy!
Mixed bag, what almost worked, has been made less functional
What do you like best about the product?
Once you figure the features and how to use it it's fairly simple.
What do you dislike about the product?
Not all view's shown on dashboard and not easy to find. Conversation readability has been mangled and sacrificed to benefit the online support subset.
What problems is the product solving and how is that benefiting you?
We needed a support tool and this satisfies the need, but the focus on chat's and social has hampered the basic help desk experience.
The proven leader in client/end user support & customer service platforms!
What do you like best about the product?
Zendesk has a solid mobile and web app. We like utilizing email transport to funnel support requests into the portal, where we can manage the scope of all support needs and requests, centrally.
What do you dislike about the product?
Zendesk has a little work to do with its Teams integration but they've been responsive in communicating their roadmap for continued development in this area of the platform.
What problems is the product solving and how is that benefiting you?
Zendesk helped us take our support requests out of individual Slack/Teams chats 1:1 and land those centrally, where our entire team has insight and viewability.
Zendesk Agent Workspace Review for HR Service
What do you like best about the product?
- tracking inquires
- assigning inquires
- assigning inquires
What do you dislike about the product?
- cannot assign tickets to a Group it has to be an Agent
- limited reporting capabilities
- limited reporting capabilities
What problems is the product solving and how is that benefiting you?
tracking and assigning inquiries that comes to our HR shared service
Great Product not so great service
What do you like best about the product?
Overall I just really like the product it been good for our team.
What do you dislike about the product?
The delay on assistance when there is an issue or product. Thanks!
What problems is the product solving and how is that benefiting you?
Customer and Sales Team interaction and problem solving.
Great ticketing system, but of course there is still room for improvement.
What do you like best about the product?
Zendesk is our IT ticketing system at work. A few of my favorite features of Zendesk, is being able to work in one place without having to open other apps or pages. I like that we are able to build macro's for standard responses or responses for certain types of tickets we receive. Having different views is essential, especially from a manager's overview. I need different views to check on the progress of different individuals tickets. Another favorite, I dont think it's Zendesk, but a partner of Zendesk. The SweetHawk Super Suite was a great addition to our Zendesk.
What do you dislike about the product?
Since day one, the biggest complaint was the limit of 8 personal views. I was able to overcome this limitation by purchasing SweekHawk Super Suite, but I feel Zendesk should have provided another means to achieve this.
If you have multiple domains, and single sign on using one domain, you will run into issues with multiple accounts being created for the same individuals. Zendesk does not have a good way to merge all of these users and prevent the extra account creations. For some, this may not be a big deal but for us it just makes our platform cluttered.
We have different departments wanting to use different customizations. It's hard to customize each one without making changes to everyone. I'm hoping the new workspaces fixes this issue. I would also prefer the ability for end users to make their own customizations for items. I understand the need to keep a standard, but there are some things that can be put into the user's hands for them to customize based on how they like it.
I've had issues with API integrations. We had another program/company that would create "investigations" and I wanted for each "investigation" that it would create a ticket into Zendesk for us. I never got it to work, and Zendesk finally removed that type of integration. I believe it is only limited to Oauth now.
My 2nd biggest issue/complaint is the SandBox. Majority of the time the Sandbox does not work or allow me to get into it. I have to end up deleting it and recreating one. There are certain features that you cannot test in the Sandbox either. I wanted to do more testing with the ChatBot and AI, but was very limited.
If you have multiple domains, and single sign on using one domain, you will run into issues with multiple accounts being created for the same individuals. Zendesk does not have a good way to merge all of these users and prevent the extra account creations. For some, this may not be a big deal but for us it just makes our platform cluttered.
We have different departments wanting to use different customizations. It's hard to customize each one without making changes to everyone. I'm hoping the new workspaces fixes this issue. I would also prefer the ability for end users to make their own customizations for items. I understand the need to keep a standard, but there are some things that can be put into the user's hands for them to customize based on how they like it.
I've had issues with API integrations. We had another program/company that would create "investigations" and I wanted for each "investigation" that it would create a ticket into Zendesk for us. I never got it to work, and Zendesk finally removed that type of integration. I believe it is only limited to Oauth now.
My 2nd biggest issue/complaint is the SandBox. Majority of the time the Sandbox does not work or allow me to get into it. I have to end up deleting it and recreating one. There are certain features that you cannot test in the Sandbox either. I wanted to do more testing with the ChatBot and AI, but was very limited.
What problems is the product solving and how is that benefiting you?
Zendesk is adding more features to have an all-in-one place to go for customer support and helpdesk support tools. We are also able to get metrics on issues and conduct reporting on our tickets.
Looks Great, not as user friendly as I had hoped.....
What do you like best about the product?
I liked how clean it looked, and how when you opened a ticket all of the information you needed from previous interactions was there at your fingertips, you didn't need to go searching.
What do you dislike about the product?
The live chat service, it is/was terrible. There was no way for a manager to take over a chat. The chat transcripts automatically emailed, was nice but not necessary. Not having the live chat open on a different tab made it difficult for our team to navigate and it was over all not user friendly for us. We have since reverted back to the old chat system and it is working out wonderfully!
What problems is the product solving and how is that benefiting you?
It is allowing us to utilize one platform that all users can access to be able to assist our customers better. The live chat service is great and has cut down on the problematic phone calls so that we can focus on sales.
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