Zendesk Suite
ZendeskReviews from AWS customer
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Great
What do you like best about the product?
Nice product, could get better with more integration as that would help unleash it’s power. Generates good reports.
What do you dislike about the product?
The User experience and User Interface could be better.
What problems is the product solving and how is that benefiting you?
Support tickets
Awesome Service
What do you like best about the product?
What I like best is just how easy it is to use the support system is!
What do you dislike about the product?
I dislike only one item. That item would be the price you have to pay for it. I wish there was a free version other than the free trial. I did the free trial and got hooked on the product!
What problems is the product solving and how is that benefiting you?
I realized how efficient it is for work! It helps to make my customer support interactions in one place, so communication is seamless, personal, and efficient!
Recommendations to others considering the product:
I don't have any. But i do think this Zendesk Support is an awesome tool!
Take care of your users in real time and increase sales
What do you like best about the product?
Zendesk chat is a valuable tool for help desk. It allows providing information and support to your users in real-time.
You can constantly monitor your visitors seeing the active ones, the idle ones and also the ones who opened the live chat tool. You may also see their referrals.
By opening the panels of users visiting your sites you get many information about the pages they are on and all the ones they have seen. You may also viwe their IP, the browser they are using, their location and other useful information about their devices.
Each visitor has thier history. If you already had contact with someone you can easily check your conversation history seeing the agent and the transcriptions. The conversation could be sent via email.
You can constantly monitor your visitors seeing the active ones, the idle ones and also the ones who opened the live chat tool. You may also see their referrals.
By opening the panels of users visiting your sites you get many information about the pages they are on and all the ones they have seen. You may also viwe their IP, the browser they are using, their location and other useful information about their devices.
Each visitor has thier history. If you already had contact with someone you can easily check your conversation history seeing the agent and the transcriptions. The conversation could be sent via email.
What do you dislike about the product?
Some useful features are only available for the professional plan (tracking visitors and conversion analytics). If you have other third party to monitor them, you will be fully satisfied by the other plans.
What problems is the product solving and how is that benefiting you?
Quick and easy customer engagement. It makes people feel happier and more secure with a product when they know they can get in touch with someone quickly and easily for support
Recommendations to others considering the product:
I would give this product a chance, especially if you're already using Zendesk.
Great so far
What do you like best about the product?
I like it because it's a fast way to help customers instead of waiting for emails.
What do you dislike about the product?
What I dislike is that sometimes there's a delay in the chat and it can cut off.
What problems is the product solving and how is that benefiting you?
To give out refunds and create reservations
The Love of ZD
What do you like best about the product?
I love that the platform allows you to have a one stop shop experience.
What do you dislike about the product?
I dislike that the platform can sometimes be a bit glitchy.
What problems is the product solving and how is that benefiting you?
We are answering email, calls and text messages while using the platform.
Recommendations to others considering the product:
There is nothing that I have to say.
A software for all needs
What do you like best about the product?
We like the way in which we can solve each question to our clients about any issue without much complication, this makes us feel better served, the clients of our company can sometimes be very demanding and we try to give it the best, through Zendesk we are sure of the comfort you feel.
What do you dislike about the product?
Although Zendesk has mobile integration I prefer to use it directly from the platform, it is much better designed and does not cause too many problems.
What problems is the product solving and how is that benefiting you?
It turns out to be a very useful application for our company, because with its tools each client can access and see for himself all the tickets, the support in real time is very well designed and we love it.
One of the more user friends support options out there
What do you like best about the product?
This program was very easy to use. Very easy to implement and learn how to use. They have a lot of great DIY resources. Integration with project management platforms.
What do you dislike about the product?
Nothing glaring on the negative side of this software
What problems is the product solving and how is that benefiting you?
Manage customer support tickets. Integrate support requests with development project management
Clean Interface
What do you like best about the product?
This platform is very easy to use and I like that I can view all past tickets and you can see the events that take place within in each ticket. This makes it very clear as to who made changes and what changes were made in each ticket.
What do you dislike about the product?
There are additional apps that you can use, however, the app I most utilize, "Solved Ticket Progress Bar", does not track the number of solved tickets accurately. I do like the memes when you do hit your goal.
What problems is the product solving and how is that benefiting you?
I am able to resolve customer issues quickly and set certain tickets as pending so that I may follow up on that ticket.
Recommendations to others considering the product:
This is a really great way to track what questions are coming in so that you can view trends in service. It also tracks what users have made edits to each ticket. It also clearly shows what tickets are open or pending and to whom they are assigned and what is being worked on to complete each ticket and address each customer question. The data acquired is fantastic and shows how many tickets you've completed and the ability to add tags helps to organize what each ticket was mainly about. You also have the option to create macros which make it easier and faster to respond to students when asked questions that are easy to answer or have been asked often. I would recommend using Zendesk if data tracking is important. The ease of use of the platform is great as well. There are a few times where I've experienced Zendesk being down but does come back online within a few hours usually.
Best ticket support system
What do you like best about the product?
It support browser based ticket support system
What do you dislike about the product?
A little pricey for big customers. Should bring down price a bit to stay in market as there are many
What problems is the product solving and how is that benefiting you?
End clients support calls and issues
Recommendations to others considering the product:
Bring down price a little bit
Great reporting and integrations!
What do you like best about the product?
I joined an organization that didn't previously have a help desk, or a help desk workflow. The solution was a Slack channel where people posted their requests and they were responded to ad-hoc. I was able to quickly get the team set up with a Zendesk account and use existing API/account connectors to turn the current workflow into a workflow that sends tickets from Slack to Zendesk based on a user's message reaction. Another message reaction closes the ticket. I now have reporting on response times, ticket repetition, and major incidents with no change on the user end.
What do you dislike about the product?
There's not much to dislike. Zendesk is priced great, works well, and gives me the data I need to reach my performance metrics.
What problems is the product solving and how is that benefiting you?
The issue was getting metrics from the current support workflow without interrupting or changing user interaction too much. I was able to implement it perfectly and can now extract metrics from Zendesk on the back-end.
Recommendations to others considering the product:
Try it! It's easy to set up!
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