Zendesk Suite
ZendeskReviews from AWS customer
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Complete and clean
What do you like best about the product?
Filled all of my expectations, recommended
What do you dislike about the product?
I have no major complains or objections to present
What problems is the product solving and how is that benefiting you?
A custommer support solution
Recommendations to others considering the product:
First have a chat with their support to make sure
Enjoyable Experience
What do you like best about the product?
Really easy to work with, easy to set up and cofigure
What do you dislike about the product?
Not so much options to customize, I found it very limited
What problems is the product solving and how is that benefiting you?
Custommer Support
Recommendations to others considering the product:
Is an excellent value, try it
The best support tool available.
What do you like best about the product?
This has everything. Apps to track agent times, apps to check grammar, apps to translate, apps to link to your system tools. You can customize your responses with bold, italics, quotations, hyperlinks, images. create thousands of macros for pre made responses for others to use. Make and receive calls, which are recorded, and can be saved as mp3 files. Create user organizations to direct users to certain queues. Fast and reliable. Manages spam, can block users from contacting your support, help desk integration.
What do you dislike about the product?
Nothing, it's the perfect tool for any job.
What problems is the product solving and how is that benefiting you?
Customer ticket history is kept forever, unless removed by customer request, you can always go back and see what was done and what the user was told before.
Help desk forms clearly let customers know what information they should submit to receive the best assistance.
Call time tracking for accurate billing.
Integrated Apps to track employee productivity. Always know what your employees are doing.
Help desk forms clearly let customers know what information they should submit to receive the best assistance.
Call time tracking for accurate billing.
Integrated Apps to track employee productivity. Always know what your employees are doing.
Recommendations to others considering the product:
Use the apps, forms, and all possible integrations to best track, sort, and answer your customer requests. Taking advantage of the full potential of this product will make your customer support reps happy and efficient.
Worked great for what we needed
What do you like best about the product?
I liked the search ability when looking at tickets. It was heavily customizable and made it so I didn't have to use any reporting tools to find what I need.
What do you dislike about the product?
When there were too many queues on the left-hand side it would smash together and make it hard to see the other queues.
What problems is the product solving and how is that benefiting you?
Customer Relationship Management
Zendesk is a Support Tool for All
What do you like best about the product?
Zendesk has an all inclusive approach which makes adding support to your web application seamless and painless. I really appreciate all that they have to offer especially for small businesses who don't have the resources to have an entire support department.
What do you dislike about the product?
There are some issues in the UI/UX for the dashboard when managing your account and the various support features which are available to users. I'd also like to talk about their API or Widget as they call it. We use it on a few of our sites and have had issues with the limited ability to customize it. For one, there's no way for a customer to hide the widget once it's on your site. This means that if they use the browser to zoom, or if they have a prohibitively small display it will overlap with your content. This has been a big headache for us and I would like the ability through the API for the customer to be able to hide the widget. If they were to add this that would take away my biggest complaint.
What problems is the product solving and how is that benefiting you?
We use the help site to post articles about our software. This acts as a platform for making articles which our users can search through to learn about our software. This also helps our search engine optimization as they almost all point back to our website.
Recommendations to others considering the product:
It's worth it for us and we really enjoy using it.
Make easy the support interactions with your clients
What do you like best about the product?
- Easy to install and to use,
- The SLA views provide the tickets' status and
- The support to a variety of brands, products, services, etc.
- The SLA views provide the tickets' status and
- The support to a variety of brands, products, services, etc.
What do you dislike about the product?
- Creating roles and permissions is limited,
- Some reports available are awkward and limited.
- Some reports available are awkward and limited.
What problems is the product solving and how is that benefiting you?
The 24/7 Customer support allow the tickets creation in any part of the world, in any schedule, by the company's branches workers.
Simple and straight-forward product
What do you like best about the product?
The simplicity and e-mail integration is especially helpful. This makes our e-mail-centric client base easy to work with and helps us manage all of our support requests.
What do you dislike about the product?
I wish there were better tools to handle tickets en masse, and also integrations with our phone support so we can track time spent on calls if that is how a support request is handled instead of a regular ZenDesk ticket
What problems is the product solving and how is that benefiting you?
All of our support requests we prefer to handle through ZenDesk. This includes both answering simple questions but also more longer-term projects where we like to manage the communication channel through a ZenDesk ticket. It centralizes all of that.
Recommendations to others considering the product:
Become and expert with macros and with other scalability features
Exhaustive Helpdesk Software for large organisations
What do you like best about the product?
I like the fact that there are various integrations available, along with a lot of business rules, forms etc those can be written. The market place allows you to add applications to make your work easier and streamlined. Zendesk probably has one of the biggest helpdesk marketplaces.
What do you dislike about the product?
It sometimes gets a little complicated with a lot of rules. Further, I feel the analytics can be much better. You have to almost always make your dashboard on Good data, even the simplest ones.
What problems is the product solving and how is that benefiting you?
We use it as a daily driver for solving all customer support tickets, along with generating tickets when any actionable is needed for specific functions.
Good enough, but lacks key features
What do you like best about the product?
Using Zendesk to manage your online Guide or Help Center works well enough, and is integrated with Zendesk which is nice. This means you can understand who is searching for what, and if any of those searched are returning results.
What do you dislike about the product?
Understanding what articles will appear based on what searches is somewhat cryptic. It doesn't seem that the entire article is searchable, meaning that a user could not be served up the exact article they need, just because their search query is not in the headline
What problems is the product solving and how is that benefiting you?
replying to customers, looking at what they view in our help center
Zendesk is the best!
What do you like best about the product?
Its very easy to track the status of tickets and folloups, collaborate both internally and externally.
What do you dislike about the product?
Recipients on tickets, often complain it is not easy to see who else is CC'd on a ticket (despite our adding that information to the body of the ticket, at the top). This results in frequent emails that people think are private, when they are not. Zendesk needs to to better to make this information clear.
What problems is the product solving and how is that benefiting you?
Because we can tag tickets, we are able to gain helpful insights into what issues are frequent.
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