Reviews from AWS Marketplace
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
External reviews are not included in the AWS star rating for the product.
Using Zendesk as a Ticketing system
What do you like best about the product?
Zendesk is used by many companies and you can tell when you use it. There are a lot of features, but more importantly the correct features. It works how a support/ticketing system should work. Asking the right questions and collecting to correct information can help the user, so having a system that can facilitate that is what's needed.
Access to the API's has been great use as we've linked Zendesk with Leankit and Kanban board that the development team use to track requests and bug fixes.
Access to the API's has been great use as we've linked Zendesk with Leankit and Kanban board that the development team use to track requests and bug fixes.
What do you dislike about the product?
Not much to be honest. It does what we need it to do. The attachments are all there, but sometimes the format and UI space does make it hard to see the attachment properly. It would be nice that some of the side bars could be shrunk to moved. Or that the images can be clicked on and zoomed.
What problems is the product solving and how is that benefiting you?
It has allowed us to track all incoming requests. We use it as a single point of contact into the IT team. This means that all requests are tracked, never loosing a request and making sure that we process them with the correct priority. Along with the ability to pass our development requests onto the developers it has made our lives a lot easier.
Recommendations to others considering the product:
Give it a try as it does do a lot of things really well.
- Leave a Comment |
- Mark review as helpful
Great for a one-person help center
What do you like best about the product?
I like that I can customize my views, and that I can export analytics about time to response/organizations submitting tickets/etc.
What do you dislike about the product?
I dislike that I can't set my view to automatically switch to the next ticket (I have to reset it each time), and that I had to submit a support ticket to export data to a .csv.
What problems is the product solving and how is that benefiting you?
We're able to triage issues from customers trying to use our product; we use the analytics tab to refine our articles and ticket tags for best search results.
Simple but deceiving
What do you like best about the product?
Looks nice at first sight and clients are used to it, and it's plenty of functionalities (depending on the pricing tier you pick) for managing complex ticketing systems. It claims to integrate with social media tools but we didn't develop this. Also offers a chat interface but we could not manage to integrate with our main webpage.
What do you dislike about the product?
I found it a complete pain to manage. It was our first choice to manage helpdesk support but received lots of user complains for double and triple mails, replies that generated new tickets and unappropiated tagging of cases. The triggering also did not work as expected and generated some high severity tickets that were not.
What problems is the product solving and how is that benefiting you?
We tried to use it as our help desk engine but due to the confusion generated we quckly discarded it and looked for another simpler solution (GrooveHQ).
Recommendations to others considering the product:
Zendesk is a "big monster" and can manage loads of information but if your company is small you will find yourself overwhelmed with all the configuration possibilities. Sure you will mismatch some triggers or config in first place and this could lead to client misunderstanding.
Help when you need it
What do you like best about the product?
Zendesk is a great platform for providing ongoing support to clients. We use it to communicate with clients who need help with their websites and it's been a great tool.
What do you dislike about the product?
The dashboard is a bit convoluted. I don't always know where to go to find my tickets. I think the difficulty is in the icon-based "navigation" instead of text-based direction.
What problems is the product solving and how is that benefiting you?
We solve ongoing support tickets for our clients using Zendesk Support. They submit a "Help Desk" ticket and our team is able to solve the problem.
Recommendations to others considering the product:
If you're looking for a platform to help out customers and answer their support questions, Zendesk provides a great place to do that. Clients can ask questions, upload documents, set a budget, and provide a score on how helpful your feedback is.
Zendesk is great
What do you like best about the product?
As a first user of Zendesk, it was so easy to start using and easy to get the hang of. Zendesk's support team are extremely helpful, get back to you straight away, and are very nice and cheery people.
What do you dislike about the product?
You cannot forward a ticket to someone else without the sender receiving the same response.
What problems is the product solving and how is that benefiting you?
We receive and solve all our Support questions using Zendesk. So, its the main product we use for our communication with our users. support service.
Zendesk Review
What do you like best about the product?
Ability to track all communications regarding a case.
What do you dislike about the product?
Unable to search communication within a case.
What problems is the product solving and how is that benefiting you?
Providing software support to customers.
Great issue tracking platform!
What do you like best about the product?
Zendesk has an incredible array of tools for tracking issues, it's easy to respond in-line to people who have responded to my issues, and the response time is incredible.
What do you dislike about the product?
It would be great if there was some kind of instant messaging platform to get real-time updates for when an agent is typing/responding to the issue.
What problems is the product solving and how is that benefiting you?
It has never be easier to review and track issues. I like that I can see every issue in my queue in one view, and I like being able to see visual cues for various statuses.
Recommendations to others considering the product:
Do it! It's a great platform with a lot of support.
Great ticketing system!
What do you like best about the product?
We were able to enable a play button system were our agents can process priority tickets based through filtering the tickets coming in. This makes sure we can process tickets without having to filter each and every tickets that come in which can be very time consuming.
We were also able to employ a few macros or canned responses which helps guide our agents in processing the tickets correctly.
Each and every ticket is also categorized based if it was a question, an incdent or a known issue so we can track down if we are geting a lots of tickets on a certain area/thing. This helps us optimize our process and products.
We were also able to employ a few macros or canned responses which helps guide our agents in processing the tickets correctly.
Each and every ticket is also categorized based if it was a question, an incdent or a known issue so we can track down if we are geting a lots of tickets on a certain area/thing. This helps us optimize our process and products.
What do you dislike about the product?
If two agents happen to click on the play button at the same time, the same ticket is going to be assigned to both of them unless they assign the ticket to theirselves which takes about a few more clicks.
Zendesk is quite heavy on bandwidth. We sometimes experience problems is the upload speed of our connection is a little bit slow. This makes some agents not be able to answer phone.
We would also hope there is a better phone interface in the future. It works right now, but it could be better.
Zendesk is quite heavy on bandwidth. We sometimes experience problems is the upload speed of our connection is a little bit slow. This makes some agents not be able to answer phone.
We would also hope there is a better phone interface in the future. It works right now, but it could be better.
What problems is the product solving and how is that benefiting you?
Provide fast 24/7 customer support to our clients.
Recommendations to others considering the product:
It takes a while to get to learn the system (which is true for every system out there). Zendesk is very reliable and helps process your tickets faster.
Zendesk support
What do you like best about the product?
Zendesk looks like a standard email you would receive from any work colleague.
What do you dislike about the product?
I prefer emailing a specific person's email address as opposed to an alias from Zendesk, which makes it feel less personalized.
What problems is the product solving and how is that benefiting you?
Teams within our organization use Zendesk to provide sales and technical support internally.
Simple to use with great reporting
What do you like best about the product?
Without question the ability to reopen a solved ticket with in a small time frame. Next would be the ability to copy and pasted images and screen shots into general ticket notes without having to attach a file.
What do you dislike about the product?
No timers on tickets for reminders with the package I use. Would be nice to set next touch timers depending on criticality in many cases.
What problems is the product solving and how is that benefiting you?
The reporting functions are very handy but I really appreciate the search engine capabilities to find past cases.
Recommendations to others considering the product:
Give it a shot, might be just what you are looking for with easy setup.
showing 5,281 - 5,290