Zendesk Suite
ZendeskReviews from AWS customer
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A bit confusing
What do you like best about the product?
There is soooo much content in ZenDesk, which is great. Everything is recorded, and the program works to associate callers with certain accounts.
What do you dislike about the product?
Similar to my answer about what I like, since there is SO much information, it is really complicated and confusing to find stuff.
What problems is the product solving and how is that benefiting you?
I am able to track all of the calls that the Customer Care team makes, which helps me consult with the restaurant clients.
Zendesk
What do you like best about the product?
I like it's simplicity and how quickly I get a response
What do you dislike about the product?
No cons I can think of pretty great so far
What problems is the product solving and how is that benefiting you?
Quick turn around when there are IT related issues
Recommendations to others considering the product:
Great way to resolve any IT related issues
Zendesk
What do you like best about the product?
We use zendesk for our help deal related issues. To support engineers with any questions
What do you dislike about the product?
I don’t dislike anything, it’s actually one of best in market
What problems is the product solving and how is that benefiting you?
Helps engineers get resolution on their devices.
Raise request
Chat application
Raise request
Chat application
Lacks so many essential features and obsolete UX & UI
What do you like best about the product?
It's really quite easy and simple to onboard and uses. If you're using Enterprise plan then there's always chat support for you. Widely used Customer Support tool with a focus on productivity and team response metrics. It's highly scalable.
What do you dislike about the product?
Their support at Tier 2 and Tier 3 levels. No chat support for initial paid plans and very outdated UI & UX. A quite costly plan in comparison to other market players.
What problems is the product solving and how is that benefiting you?
We're using Zendesk Suite Pro for the customer support mostly by email ticketing system for RTIwala clients. Though also using for Social Customer Support via Facebook and Twitter.
Recommendations to others considering the product:
If you're a bug enterprise focusing more on productivity of your Customer Support Team then this tool is for you as Zendesk is more Team meterics then customer satisfaction.
Zendesk Support Review
What do you like best about the product?
Nice & fast correspondence response. Having good presentation with ease of use. Every one can use it easily.
What do you dislike about the product?
Why did but so many new comers didn't know what is this ? Must have to give advertise with a good clarification.Otherwise a lot of business people are away from so many software's. They didn't know which software we have to use where except engineers.
What problems is the product solving and how is that benefiting you?
Email services are providing better .Receiving emails instantly.
Recommendations to others considering the product:
I think it will run nicely if they will advertise it properly.
Great Help Desk Ticket Support System
What do you like best about the product?
I personally love the integration of Zendesk into my proactive monitoring software the I use called Watchman Monitoring. When an issue arises, the application automatically opens and assigns a ticket to me and I then can act on it rapidly depending on the urgency.
What do you dislike about the product?
In the past, there were many outages for the server that my Zendesk instance was running on. Luckily, they seemed to have corrected that and downtime is scarce.
What problems is the product solving and how is that benefiting you?
I am trying to automate a lot of the daily tasks and also cannot keep on checking on the computer status manually. Zendesk allows me to keep track of open tickets and track the time spent on each ticket. Automating a lot of this process has freed up some time!
Recommendations to others considering the product:
If use another third party application that interfaces with Zendesk much time will be saved to focus on the important priorities. I would also definitely recommend enabling 2FA once you set up your product.
Director Client Support
What do you like best about the product?
The support workflow for Zendesk is very easy to set up for teams that have multiple needs. I also like the ability to customize the experience and data in the tickets.
What do you dislike about the product?
I couldn't do everything as far as integrating everything I wanted to with the specifics asks from clients.
What problems is the product solving and how is that benefiting you?
I wanted to create a world class support organization and part of that process is the helpdesk system that you use. Zendesk is one of the best systems to track and monitor client requests.
Recommendations to others considering the product:
I like Zendesk and would recommend it to others considering a helpdesk ticketing system. The functionality will meet almost an need.
Zendesk expedites the painstaking of support
What do you like best about the product?
Zendesk provides a platform that not only integrates with other extremely helpful apps, but more specifically, allows users to track ticket progress and reporting on status.
What do you dislike about the product?
I do not love having to log in to access ticket metrics all of the time. While we receive the requests via email as well, it is not as efficient to view items outside of the platform.
What problems is the product solving and how is that benefiting you?
We are solving the issue around supporting our customers and their needs. No joke, we would be LOST without Zendesk. It provides us with the platform to keep all tickets in one round-about area.
Zendesk makes support ticketing easy
What do you like best about the product?
I love how easy it is to communicate internally for support requests, as well as being able to assign and share tickets across support teams
What do you dislike about the product?
I think there should be more options for ticket status. Currently there are only : New, Open, Pending and Solved, and Closed. It would be nice to have some along the lines of, "Waiting for Feedback", as well as being able to put a ticket on-hold until a specific date, then having zendesk re-open it for you.
What problems is the product solving and how is that benefiting you?
We used to use straight email for supporting our users. Zendesk makes it easier to prioritize tickets, and look for trends in issues
Great Daily Functionality
What do you like best about the product?
I don't use Zendesk for extensive CRM needs like Salesforce. Because I'm not collecting thousands of data points, the simplicity of ZD helps my daily workflow by focusing on what I need to do immediately, what I need to do by the end of the day, and what I need to do by the end of the week without integrating a calendar.
What do you dislike about the product?
It could be more powerful and the third party integrations could be better.
What problems is the product solving and how is that benefiting you?
Daily customer support for a 150+ customer base with each customer having ~10 daily active users submitting tickets per customer.
Recommendations to others considering the product:
If you want something simple and easy to use, ZD is perfect. It isn't capable of too many 'power user' features, but it tries to accommodate. You would think that some integration things like displaying a Jira severity level in a view would be possible, but it is not. But as for general every day uses, it is functional and it is reliable.
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