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It's great but it needs more tools for admins
What do you like best about the product?
Ease of use and seeing as how it is the top most used tool for tickets
What do you dislike about the product?
There's some tools that would make it easier to manage, like being able to see who made which changes and when and also a better way to sort the views.
What problems is the product solving and how is that benefiting you?
It's a nice way to keep track of all tickets and whether they've been solved or not
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Zendesk support rocks!
What do you like best about the product?
On-call support, like support's chat feature is personally my favorite. Being able to quickly get help without having to leave the platform or switch to email is amazing.
What do you dislike about the product?
There's nothing at the moment that I dislike. If I had to choose something, I would prefer there be more hands-on support actions, rather than a push to have clients solve issues themselves using the Help Articles.
What problems is the product solving and how is that benefiting you?
The Zendesk support suite solves real time platform issues like problems with triggers, suspended tickets, sorting issues, etc. General maintenance and platform usage
Overall Nice All-in-one Support Platform
What do you like best about the product?
I like how everything our support team needs is in one platform; it makes our work much easier. I especially like how easy it is to set up, manage, and update our Zendesk-powered Help Center.
What do you dislike about the product?
Zendesk can sometimes be buggy and sluggish. The latest interface update is not something my team or I like; while it added a couple of things that help our work, it generally made our work more complicated rather than easier.
What problems is the product solving and how is that benefiting you?
Zendesk is helping my team and I solve users' issues faster. We can access all the information we need within the Zendesk ecosystem, which is very helpful. The new update also has nice features, such as automatic ticket translation.
Zendesk as your company's 5 stared CRM
What do you like best about the product?
Wide opportunities of automation, very smart and solid solution. Special programs for startups and trial period to test-drive the solution without any commitments.
What do you dislike about the product?
The solution is very well developed and that's why it requires some time to learn about all the features, triggers, automation etc.
What problems is the product solving and how is that benefiting you?
Zendesk is your company's enterprise-class CRM system!
Does the job pretty well. Cust support is hit/miss and their acquisition will likely make it worse
What do you like best about the product?
The system works great and does what is says. It is a mature platform with a fully-featured API
What do you dislike about the product?
Customer support is not very good. Many hoops are required just to even interact with an agent and almost all customer support must be done in a tiny chat window that only shows up on some pages of their website. They were recently purchased by private equity, so expect the service to begin a downward spiral.
What problems is the product solving and how is that benefiting you?
The provide a platform for customer support and it works as advertised. It's fine
The most powerful and feature rich support solution on a similar level to Freshdesk.
What do you like best about the product?
A lot of possibilities for supporting customers. Also automating things to prevent manual support.
What do you dislike about the product?
A huge amount of easy and small feature request are waiting since years in the community. Easy to fix but Zendesk is only focussing on new products they charge again for. Basically giving the look of Zendesk being greedy while already having huge prices while especially the more expensive plans additional functions do not really justify the often doubled prices.
What problems is the product solving and how is that benefiting you?
Providing a solution for customer support that can help fixing customers problems while also being able to save time because of automations.
Outstanding application, easy to configure and even easier to use!!! 5 Stars!!!!
What do you like best about the product?
Ease of use, Zendesk does more for me automatically than I could have ever imagined and the configuration was sooooooo simple and easy.
What do you dislike about the product?
Light agent roles only allow for internal comments. If they submit request via email as an end user it does not append the comments or email as a public reply.
What problems is the product solving and how is that benefiting you?
Zendesk is providing me reporting and the ability to escallate while keeping the same ticket and form available. It allows multiple different departments to input and track tickets worked by the support staff.
Very Quick response and recommendation
What do you like best about the product?
The suite is very easy to use. I like the number of options that are given to resolve an issue.
What do you dislike about the product?
I am still waiting for a response to my comment on the Community Article.
What problems is the product solving and how is that benefiting you?
Zendesk is solving my issue of creating a more unified and simplistic experience for my website.
Zendesk: The ultimate solution for frictionless customer support
What do you like best about the product?
Zendesk has a user-friendly interface that makes it easy to manage and respond to customer support requests. The platform also offers a wide range of integrations with other tools and services, which has helped streamline our support process.
One of the standout features of Zendesk is its robust knowledge base and self-service options. This has allowed us to reduce the number of incoming support requests and provide our customers with the information they need to solve their own issues. The analytics and reporting tools in Zendesk are also top-notch, providing valuable insights into customer behaviour and support trends.
Overall, I highly recommend Zendesk for any business looking to improve its customer support operations. The platform is feature-rich, easy to use, and provides excellent value for its price.
One of the standout features of Zendesk is its robust knowledge base and self-service options. This has allowed us to reduce the number of incoming support requests and provide our customers with the information they need to solve their own issues. The analytics and reporting tools in Zendesk are also top-notch, providing valuable insights into customer behaviour and support trends.
Overall, I highly recommend Zendesk for any business looking to improve its customer support operations. The platform is feature-rich, easy to use, and provides excellent value for its price.
What do you dislike about the product?
It's difficult to report on Zendesk data with an external BI tool. Zendesk Explore does a great job of helping you visualise your Zendesk data, but if you want to combine this with other business metrics then it's often necessary to create a table report and export it manually. It is possible to access your Zendesk data via an API, but it's raw and does not benefit from the data modelling that happens inside Explore.
What problems is the product solving and how is that benefiting you?
With Zendesk, we can centralise all of our support channels in one place, making it easy to keep track of customer conversations and ensure that no inquiries slip through the cracks. The platform also offers us a range of self-service options, including a comprehensive knowledge base and FAQs. This means our customers can find answers to common issues on their own, which has helped reduce the workload on our support team and improve the overall experience for our customers
Its a great platform - few things needed to make full rounded
What do you like best about the product?
The amount of data there is access to for reports - visibility of each staff member is key and overall design and customisation is really
What do you dislike about the product?
Addition of a few features like ability to report on custom statuses and visual of the call working through the team.
What problems is the product solving and how is that benefiting you?
Efficiency taking calls and dealing with the customers
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