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Effective but limited
What do you like best about the product?
The ability to make groups and triggers, as well as the overall cleanliness of the platform.
What do you dislike about the product?
There is very little in terms of being able to set nuanced permissions or manage tickets if you aren't on Enterprise level. You can also accidentally reply to customers in an email chain, which can be very Not Good.
What problems is the product solving and how is that benefiting you?
Technical support, transparency throughout a department, easy repository for continuous problems.
Recommendations to others considering the product:
Review plans carefully and make sure yours has what you need. Be careful with closed tickets because you can't do much of anything with them.
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Useful for managing support requests, but a little dated in terms of the UI/UX.
What do you like best about the product?
We can track our support requests pretty easily with Zendesk. It is simple to respond to tickets and update customers, and tracking the feedback is valuable to us. Zendesk also makes collaboration on support much easier, and allows you to include private comments as part of the process, thereby providing a seamless support portal to the customer.
What do you dislike about the product?
It feels a little old now - the UI could be better and improved in my opinion, as it feels very early 2000's still. Sometimes it is not obvious if a client has CC'd in additional people, so we often miss that in the tickets - showing this would be useful to us. The reporting is also a little complex - and does not seem to offer what you would expect - i.e. the ability to track stats on individual users easily. It seems that the reporting limit is 90 days, which is not very helpful if you need to provide more than 3 months worth of information.
What problems is the product solving and how is that benefiting you?
We have customers using various products and need support when things don't go to plan. Zendesk allows our customers to contact us so that our support team can manage their requests and resolve accordingly. Having Zendesk also allows us to collaborate with colleagues on support issues, and is a great way of providing trackable information on the level of support we provide.
Recommendations to others considering the product:
You will need to invest some time and effort setting up your Zendesk solution before rolling it out - the UI/UX is a little dated now and it is not that easy to navigate at times, but it does provide a lot of functionality.
Simple help desk interface
What do you like best about the product?
The chat box is small and help is simple to find when customers use this platform.
What do you dislike about the product?
No auto response options (or 'quick messages' within the back office)
What problems is the product solving and how is that benefiting you?
Simple help chat support for the websites help page.
Zendesk Saves time
What do you like best about the product?
Super easy training for CSRs and a great communication tool for our customers. Easy to set up marcros, easy to review photos sent in by customers, and easy to set up agents and groups. Automation of replies makes it simple to use, and effective for customers. Triggering integrations with our instant messaging software gives us notificaiotns within groups for a quick response time.
What do you dislike about the product?
Not much to dislike,, some of the automatically turned on features out of the box are hard to get shut off, if you aren't using the whole package, as we are.
What problems is the product solving and how is that benefiting you?
Primarily customer communication, but we use Zendesk to keep track of how our CSRs are handing issues that may come up and we use it to help rate the CSRs based on customer satisfaciton ratings gathered through Zendesk.
Recommendations to others considering the product:
Give it a try, the free trial time will give you enough confidence to go live with it. Make sure you read up on using macros, and the automaiton that's built in, they will both save you time and get you up and running and helping your customers faster.
Zendesk has made BeyondPay a better company
What do you like best about the product?
How easy it is for our customers and employees to use.
What do you dislike about the product?
It is expensive, especially the add-ons like Chat and Talk. Enterprise is cost prohibitive imho.
What problems is the product solving and how is that benefiting you?
Our main objective was to get a handle on customer questions and issues getting lost in email. The main benefit has been the balance of pulling in "cc'in" the appropriate people to accomplish an issue, but having an assignee that is on the hook for getting the issue resolved and following through. We have seen our customer satisfaction dramatically increase, along with our ability to scale indefinitely.
Recommendations to others considering the product:
Every year or so I sign up for evaluations of other providers, and while I suppose each one has its neat features, I still think Zendesk is the best. Easy to use, flexible to setup custom rules, nice self service help desk, and tons of integrations with all the various apps we try out. I wish they had a bit more flexibility with the permissions between Admins and Agents--as we end up having to give more permissions to our employees than I would prefer, but overall, it is the best solution for help desks for B2B business--at least for our industry where we deal almost exclusively with direct questions from business individuals.
I love Zendesk
What do you like best about the product?
It's very user friendly and I love how it links to my email so I know when IT responds to my ticket.
What do you dislike about the product?
If I have more than one ticket open, it's hard to manage all of them and make sure that they all get resolved.
What problems is the product solving and how is that benefiting you?
Zendesk helps with IT issues, programming, setting up PC's, etc.
Zendesk review
What do you like best about the product?
Not very much. But I’d say the ability to organize and find emails quickly.
What do you dislike about the product?
Lots. It’s glitchy. The Zendesk “apps” have to be refreshed alllll the time. It doesn’t link with our main software very well—lots of data entry. Too much data entry!
What problems is the product solving and how is that benefiting you?
Customer and partner support for Postmates users
Recommendations to others considering the product:
Maybe find another software...plus the aesthetic is awful.
Zendesk is real!
What do you like best about the product?
What do I like the best with this product? Zendesk was so useful for me as an agent (customer representative). We're using this product to answer and assist customers concern and give them a satisfaction. I like to be commended using this or be rated for good. If you don't have enough knowlede about the concern you handle you can search for the similar macros to use it.
What do you dislike about the product?
What do i dislike in this product is so far i don't have any comment i just want to kindly put another things like background.
What problems is the product solving and how is that benefiting you?
I solved a lot of concern when it comes to delivery matter. Once we give them the answer their concern they will rated us with good.
Recommendations to others considering the product:
NO other commendations just kudos and keep us user to meet the expectation for using it :)
Not a very great UI. Not easy to use
What do you like best about the product?
Solves the basic purpose of ticket support
What do you dislike about the product?
THe User experience is pretty old-styled. It can be made much better for ease of use
What problems is the product solving and how is that benefiting you?
Ticket support
Recommendations to others considering the product:
Solves the purpose. Not great UI
Zendesk great for scalability
What do you like best about the product?
The ability to dig into reporting, and accurately present solutions to customers while improving their experience and our agents’.
What do you dislike about the product?
Seemingly simple things such as ensuring emails are received by customers, and forwarding emails, are exponentially more complex than they should be.
What problems is the product solving and how is that benefiting you?
Providing timely, honest, human-to-human customer care. It makes processes easier for our agents and finding answers easier for our customers.
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