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Zendesk truly is Zen
What do you like best about the product?
Zendesk has a very simple layout, one that is easy to pick up on and learn when first starting. The emojis & font used are quite clear. Zendesk also integrates programs like Playvox & 10to8 well.
What do you dislike about the product?
I wish Zendesk has a stronger ability to narrow searches when seeking specific tickets or customers. Occasionally I struggle to narrow down my search to help me access exactly what I'm looking for. I also wish I could preview more of a ticket than what currently shows.
What problems is the product solving and how is that benefiting you?
Zendesk allows me to speak directly with customers via Email, Chat & Call. Zendesk helps me organize each ticket by narrowing down the fields on the left-hand side, aiding in simple ticket searches. Zendesk also integrates with Playvox for easy reference to my daily schedule.
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Great customer support platform
What do you like best about the product?
Easy to use platform for providing customer support through live channels, in addition to informative customer facing support articles.
What do you dislike about the product?
I'm very satisfied with Zendesk and unable to identify anything I dislike.
What problems is the product solving and how is that benefiting you?
Zendesk provides support in day-to-day live conversations with customers via phone, email and chat, in addition to self-service help articles.
Engaging with clients through Support Tickets & Chat function.
What do you like best about the product?
I like how fluid Zendesk's interface is which makes this suite very easy to navigate through. I can switch from chat function to viewing support tickets and social media tickets.
What do you dislike about the product?
If I have multiple tickets or chats open, these boxes will appear above above on the screen. I wish I could re-arrange the order of these chat & tickets to my liking. Once they're open, the tickets are locked in place until you close out of it.
What problems is the product solving and how is that benefiting you?
Zendesk divides our received tickets into different catgories - newly received tickets, tickets that are Pending for response from customers, as well as tickets that are On-Hold which allows us more time to work further with these inquiries.
Excellent, Comfortable and Quick
What do you like best about the product?
Zendesk works exactly as they offer it, you can find anything that you need for guaranting the best customer support tool for your business, do not hesitate to choose it.
What do you dislike about the product?
There are some updated needed for some things like reports, or small things in terms of reopening closed tickets and so on, but they do have an amazing team with updates everytime.
What problems is the product solving and how is that benefiting you?
Communication with customers, live chat, ticketing system, and reporting the work of our agents and their workflow as well, really useful and performance has been improving.
Poor product and ironically customer support
What do you like best about the product?
Zendesk is a mature product with well establish app marketplace and integrates with many of everyday third-party products. Agent IU is modern
What do you dislike about the product?
Customer support is abysmal with the product from the Zendesk team, with slow responses and unhelpful answers from their agents. Pricing plans are also not transparent and only seem to go up, with features in the admin panel being removed to stop you from managing your licence. Similarly, pricing for new customers is different to existing customers once you are locked in and key features are often excluded unless you are on the latest new and more expensive plan. Reporting, exporting functions and other key features available on other alternatives are missing or don't work as described. Suggest you read comments from real users on Zendesk's own support portal, to get an idea of the level of frustration.
What problems is the product solving and how is that benefiting you?
Managing customer support tickets, tracking SLAs, host support documentation, chat function and reporting to customers on SLAs.
Below average
What do you like best about the product?
Honestly not much, it was pretty frustrating to use sometimes.
What do you dislike about the product?
Having to close out each individual ticket and not receiving the correct number of calls.
What problems is the product solving and how is that benefiting you?
I'm not sure what problems they are trying to solve! I haven't realized any.
Avoid
What do you like best about the product?
There are multiple plan levels available, and while their pricing structure is overly confusing for no reason, they do have a lot of features available.
What do you dislike about the product?
Zendesk's team is fantastic when you're a prospective customer. Their sales team is on it and attentive. Once you sign a contract, different story. We've been trying to implement new features for over 2 months now, and getting an updated SLA is like pulling teeth. The Account Executive team / CSM team is stretched thin, and I get the impression they only make time for their high paying customers.
Currently we've been waiting over 2 weeks to determine why there is a pricing discrepancy on an updated agreement versus what we've paid and have receipts for. Not sure why that takes so long to confirm internally.
If I could go back 2 months, I'd save myself the time and migrate our entire team to a different platform. In the future, if I have a need, I'm going to avoid Zendesk at all costs.
Currently we've been waiting over 2 weeks to determine why there is a pricing discrepancy on an updated agreement versus what we've paid and have receipts for. Not sure why that takes so long to confirm internally.
If I could go back 2 months, I'd save myself the time and migrate our entire team to a different platform. In the future, if I have a need, I'm going to avoid Zendesk at all costs.
What problems is the product solving and how is that benefiting you?
Zendesk is our customer service messaging solution.
Used for our Help Desk operations
What do you like best about the product?
It tracks issue and change orders throughout our company and any customer issues
What do you dislike about the product?
Automation can be difficult to configure
What problems is the product solving and how is that benefiting you?
Prior to Zendesk we attempted to manage issue through email. This product allows us to track and audit issues until resolution
Sistema muito bom para nossa empresa.
What do you like best about the product?
Sistema com várias possibilidades de integração e soluções.
What do you dislike about the product?
A facilidade no atendimento do nosso cliente.
What problems is the product solving and how is that benefiting you?
A comunicação com o cliente externo e também a abertura de chamados com clientes internos.
Zendesk for Customer Support
What do you like best about the product?
Easy navigation, intuitive interface, fast and efficient.
What do you dislike about the product?
Searching functionality could be more comprehensive
What problems is the product solving and how is that benefiting you?
Provides an easy and efficient communication platform for Customers and CS
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