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Good Support Tool
What do you like best about the product?
My company previously used Zendesk, but switched to Desk.com for the Salesforce integration. I like Zendesk better. They have a more easy-to-use interface for managing and collaborating on customer support tickets. They also have a better interface for customer support pages.
What do you dislike about the product?
I really can think of no dislikes for Zendesk.
What problems is the product solving and how is that benefiting you?
Helps companies keep organized with support tickets all in one place. Allows for easy collaboration on tickets, so not just one person owns a case. As a manager, offers great insights into team performance on tickets.
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Zendesk for IT Helpdesk
What do you like best about the product?
The fact that it is cloud based and accessible from most anywhere with access to the internet. There are also apps for iOS and Android devices that makes working help desk tickets and support requests easier from most all mobile devices.
What do you dislike about the product?
It could be more customize-able and it could have better feature to brand it to make it look like like your organizations web site. It is too expensive and you have to pay on a per support user as opposed to just a flat rate. They may have a flat rate that I do not know about. But, if they do have a flat rate then I would be quite certain that it would be well out side of what our budget would allow.
What problems is the product solving and how is that benefiting you?
we started using the product for IT help desk and support services at first. But, we have now added other depts to it such as the printing dept, web services, maintenance requests, and other similar depts.
Recommendations to others considering the product:
Simply give them a call and set up a webinar and let them show you what it does and see if it is a good fit for you. Also, do the same with other help desk software solutions. Compare all of them before you decide which one is right for you.
Great for helping customers with urgent issues
What do you like best about the product?
I like how quick tickets are received and how I can organize and search through tickets for optimal service.
What do you dislike about the product?
The platform was slightly difficult to learn at first but that was quickly remedied with casual use my first few days.
What problems is the product solving and how is that benefiting you?
Solving how to organize and quickly service customer support items. The platform gives us a one-stop shop method for addressing these tickets.
Automate Your Customer Service
What do you like best about the product?
Ticket workflow is easy to learn, easily set up and scaleable, good API integrations, cutting edge company.
What do you dislike about the product?
Some limitations in look and feel from a customer experience standpoint, not a lot of customization options. Have issues with voice latency.
What problems is the product solving and how is that benefiting you?
Reporting on customer service, help center knowledge base, email, live chat, phone for customer service, keeping track of past issues & identifying and resolving recurring customer issues.
Recommendations to others considering the product:
Every software has limitations. You might have unique needs that zendesk can’t help with. Get a good understanding of how zendesk works before implementing!
Great ticket management and prioritisation platform
What do you like best about the product?
I love how Zendesk integrates with various different platforms.
What do you dislike about the product?
Reporting - sometimes it's a little tricky to do
What problems is the product solving and how is that benefiting you?
Customer support issues, prioritisation of work, customer satisfaction and reduce ticket resolution times.
Recommendations to others considering the product:
I think that purely because Zendesk integrates with so many other tools such as Salesforce/ Intercom and the automated emails this tool really is something that can work it's way into your daily life for when managing customer support. The support portal is also a great feature for our customers.
Highly functional ticketing system.
What do you like best about the product?
How specifically I can drill down reporting.
What do you dislike about the product?
More frequent downtime than other applications.
What problems is the product solving and how is that benefiting you?
Customer support.
ZenDesk is flexible and a great way to manage the flow of work
What do you like best about the product?
I really loved the metrics we could get out of the system, and being able to have the client respond in-line with the issue via the automated emails.
What do you dislike about the product?
I have recently changed jobs, and I have gone from ZenDesk to now Jira Service Desk for support tickets. Unfortunately, I'm a bit spoiled and miss ZenDesk.
What problems is the product solving and how is that benefiting you?
For us it was to provide excellent reports that helped the client team tell the story of what was going on with their project or application deployment.
Recommendations to others considering the product:
Get referals and see how they can help you streamline the process
Great customer support tool.
What do you like best about the product?
Easy to manage tickets from customers amongst staff.
What do you dislike about the product?
Doesn’t always notify you when a customer responds.
What problems is the product solving and how is that benefiting you?
Helps us solve issues quickly.
Smooth and efficient- best ticket solution
What do you like best about the product?
The interface is very simple to learn, and things behave like you expect them too. It seems to integrate other systems very well
What do you dislike about the product?
Honestly there’s not much I’ve found to dislike yet. I guess streamlining the assignment function, but Don’t even know how to suggest it
What problems is the product solving and how is that benefiting you?
this serves as our primary case management and “hub” to connect fringe tools and functions. It’s streamlined access to varies tools to one place while working on issues.
From Gmail to Ticket Tanks
What do you like best about the product?
ORGANIZATION! It's a real thing with Zendesk. It's so nice having priorities broken down into views and ticket counts and so many other key analytics. Real-time data has been life-changing for our customer service department.
What do you dislike about the product?
I wish the plans for smaller companies had access to more features like CSAT scores.
What problems is the product solving and how is that benefiting you?
Not all of our apps integrate as seamlessly as originally described. Amazon Channel Reply has issues where we answer within ZD and the email still shows unread on the Amazon platform. This effects our performance scores.
Recommendations to others considering the product:
Spend as much time as you can learning about ZD;s features. Watch the videos, do the webinars and interact with the community. The Help Threads are so valuable and I've learned so much from participating in them. Don't be afraid to click around and explore every clickable link. Chances are, it's going to open you up to a whole lot of insight you may have missed by not opting to find out for yourself.
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